Customer Service Technical Support

JERRY UWABUNKEONYE

**** ********** **., *** ****, Houston TX 77057, 901-***-****, *********@*****.***

OBJECTIVE

My goal is to help businesses make sense out of the vast amount of data they collect, giving them a

competitive advantage, and get generously rewarded in the process.

SKILLS

Working knowledge of networking in cross-platform environments, TCP/IP, remote connectivity,

Windows 2000 Server, Advanced Server 2003, XP Professional, Vista, Windows 7 and 8.

Maintaining Active Directory, SQL Server 7, Linux, MS Exchange, client/server environments,

various backup solutions. Installing and maintaining switches and routers. Troubleshoot desktop

network connectivity issues. Team player and self motivated. Thorough knowledge of remote

access, have been a key player in some of Dell’s Project in Memphis, which includes Deploying and

Migration of computers, with Dell and HP’s requirement and security policy. Installing and

mapping out printers. Data Warehouse, and Data Governance. Good customer service skills. Good

knowledge of Lenovo Thinkpad.

Experience

Technical Support/Help Desk Analyst

03/05/2014 to 08/01/2014 Eplus/Texas Children Hospital Houston, TX

Answering inbound and outbound calls from clients, nurses and doctors.

Accessing user computer through remote access using DameWare Remote tool.

Troubleshooting system issues and fixing them.

Knowledge in Avaya IP Office and phone password reset

Experience with call centers

Opens ticket and ensure they are closed when issue is resolved.

System Setup and Hardware test

Building of Operating System and configuration

Data backs up and management.

System migration

Supporting Epic/Clairvia/Macess/Logician and Moli softwares

Restoring of User data and settings

Managing and setting up of Juniper VPN/RSA security.

Novel client and Lotus

Tracking ticketing using, Remedy and iTrak ticketing system

Managing accounts in Active Directory.

Computer Engineer/Technical Support

8/16/2010 to 3/1/2014 SMX/Jabil Global Services Memphis, TN

Repair Computer and Laptops

Proficient in HP computers

Answering inbound and outbound calls from clients and users.

Remotes into users computer and resolving their software or applications issues.

Closing calls in the ticketing system

Tracking ticket using Remedy ticketing System.

Installing, troubleshooting and diagnosing computer in a limited amount of time.

Running Windows 7 and 8 Operating system with Symantec Ghost application.

Formatting HDD, and managing Data

Troubleshooting and replacing System Board/Motherboard.

Imaging, re-imaging, and configuring desktop and laptop PC’s

Physical installations of computers and peripherals

Working on/replacing LCD panel in the laptop computers.

•

10/1/2007 to 8/13/2010 Self Employed Memphis, TN

System Administrator and Technical Support

Computer Desktops, laptops and workstations.

Diagnose and rectify hardware issues.

Deploy and manage Operating System

Manage, configure and troubleshoot TCP/IP

Run replication within an Active Directory

Manage Data storage and configure Windows XP professional

Set up and manage User accounts

Run and manage System security and replication.

Managing embedded software

Supporting Aventail VPN software

DNS and DHCP implementation/configuration

Work with end users and resolve their technical and software issues.

•

Antivirus programs: Symantec/Norton, MacAfee, AVG, Panda, etc

•

Repair power-pack mobile devices.

•

Troubleshooting and repairing of blackberry and PDA devices.

•

Replacing scanners and digitizers in handheld devices.

•

•

Flextronics/Remedy Intelligent

10/1/2006 to 10/1/2007 Memphis, TN

Staffing.

COMPUTER/LAPTOP TECHNICIAN

Diagnosed and troubleshoot units.

Monitored system and networks and network assessment.

Configured and setup units

Proficient at repairing Apple Mac

•

Installed Cisco wireless access points and routers

•

Perform software and hardware installations including Linux and managed network connectivity.

•

Provide technical assistance on local issues i.e., malfunctioning peripherals, printers, scanners

•

and well as network issues.

Imaged new computers with Symantec Ghost and Power Quest Disk Imager and Configured for

•

network access and printing

SUMMARY OF QUALIFICATION

A PROVEN ABILITY TO WORK WELL WITH ALL LEVELS OF

P ERSONNEL AND INCREASING PRODUCTIVITY. STRONG

A NALYTICAL AND PLANNING SKILLS WITH THE ABILITY TO

C OORDINATE AND MEET ORGANIZATIONAL GOALS. SELF

M OTIVATED, HIGH-ENERGY WITH THE ABILITY TO WORK WELL

U NDER PRESSURE AND WITHOUT SUPERVISION. EXTENSIVE

P RODUCT KNOWLEDGE OF BOTH PC AND HARDWARE AND

S OFTWARE COUPLED WITH A SOLID HISTORY IN JOB

P RODUCTIVITY.

EDUCATION

1994 CERT. OF

C OMPLETION

1 999 CERT. OF

C OMPLETION

Diploma in Automotive Engr Owerri, Imo State

2 001 DIPLOMA

EDP Computer (EDP House) Ikeja, Lagos

O F COMPL.

Telecomm & Computer Tech. Ebutte-Metta, Lagos

2001 BSC. ACCOUNTING

University of Nigeria Nsukka, Enugu, Campus

2 006 CERT. OF

Apple Portable Repair Technician Memphis, TN

C OMPLETION

CompTia Memphis, TN

2 007 A +

Dell Certified System Expert Memphis, TN

C ERTIFICATE

Techskill LCC Memphis, TN

2 007 C ERT OF

C OMPLETE

T ILL DATE M CP, MCSE

REFERENCES

References are available on request.

Contact this candidate