Customer Service Technician

Colin Williams Tel.: 770-***-****

Email: **************@*****.***

Experienced Desktop Bench Technician seeking new employment based on ten years related work

experience with great communication (written/oral) skills, performing software, hardware,

equipment repairs and upgrades without supervision.

CAREER RELATED SKILLS

Help Desk Support, Macintosh/PC Laptop/Desktop Imaging and Repairs - Depot Service.

Laptop/Desktop Hardware troubleshooting, Internet and Networking, Active Directory, File share

CAREER RELATED ACCOMPLISHMENTS

APPLE/PC REPAIR TECHNICIAN II

Bell Techlogix Inc., Smyrna, Ga. (Contract) 10/2013 to 05/2014

Apple and Windows based systems hardware repairs of desktop/laptop devices.

Pick-up and transportation of merchandize parts, and equipment associated with work orders.

Perform basic equipment and software installation, removal, preventative maintenance/cleaning,

and project related activities.

Manage workflow and service request through our client's call ticketing system.

Demonstrate a high level of customer focus and strong customer support commitment.

Support and assist colleagues; commit to and be accountable for overall group success.

Frequently conducted onsite service with/without warranty visits when requested by customer.

LAPTOP BENCH TECHNICIAN, INVENTORY & EMPLOYEE PRODUCTION ANALYST

Regency Technologies, Austell, Ga. 02/2011 to 04/2013

Audit wide range of laptop and update database for inventory and tracking.

Test, diagnose and repair computer laptops and Mac then recertify for quality sale standard.

Sanitize and test hard disk drive of all data according to industry standards.

Create and stage laptop repair competency test for prospective candidates for posted position(s).

Rebuild, upgrade, deploy and configure desktops and laptops according to end user work specs.

Update customer information and track delivery of purchased item with packaging application.

Updated database after analyzing and calculating employee's performance and productivity.

CUSTOMER SERVICE HELP DESK/ POS SERVICE TECHNICIAN II

Food Center Ltd, Buckley's Estate, St Kitts (International Remote Contract) 12/ 2009 to 01/2011

Managed Help Desk inquiries from prospective and returning customers.

Test, diagnose and repair POS equipment, upgrades before deployments.

Provide customers with product information and services to ensure customer satisfaction.

Assists customers effectively by solving any product or service disputes.

Build customer relationships and loyalty through direct customer service support

Perform hands-on hardware troubleshooting.

Process confidential and financial supporting documents according to service needs.

Colin Williams Tel.: 770-***-****

Email: **************@*****.***

DESK SIDE SERVICE REPAIR TECHNICIAN

Children Healthcare of Atlanta (Scottish Rite), Atlanta, Ga. (Contract) 06/2007 to 11/2009

Setup and troubleshot Blackberry features to the system's Enterprise Server IT Policies.

Troubleshoot both network and local printing issue of various types.

Maintain daily documentation of task for tracking of service calls and equipment inventory.

Manage workflow and service request through our client's call ticketing system.

Remotely find and re-poll missing Data for POS transaction logs.

Reassigning hardware equipment to the network when failure to communicate.

Deploy setup office equipment with approved configuration to hardware and software install.

IN-HOUSE SERVICE REPAIR TECHNICIAN II

SunTrust Bank, Atlanta, Ga. (Contract) 04/2007 to 06/2007

CDC Software Inc., Sandy Spring, Ga. (Contract) 10/2006 to 03/2007

Image and configure new systems according to user work requirements and deploy where needed.

Customize software installation through desk-side installation and or remote connection.

Set up, custom configure, and insure proper functioning of non PC peripheral devices.

Salvage & repair hardware equipment once redeemed Out-of-Warranty.

Networked office phone and their line extensions within the office landscape.

Diagnose none-functioning desktops and installing compatible functioning hardware.

HELP DESK SUPPORT SPECIALIST

The Answer Group Inc., North Lauderdale, Fl. 01/2001 to 09/2006

Identifies, diagnoses, and resolves end-user problems over the phone for approved PC

hardware/software.

Diagnoses and resolves end-user printer problems, e-mail and network access problems.

Coordinates timely repair of computer equipment covered by third-party vendor maintenance

agreements.

Performs minor desktop hardware repair for computer equipment and peripherals that are not

covered by third-party vendor maintenance agreements.

Provide guidance and work leadership to less-experienced technicians and interns.

Respond to user’s requests via ticketing system, telephone and email.

install local area network cabling systems and equipment such as network interface cards, hubs and

switches.

Assists Network Technicians in creating materials for end-user frequently asked questions.

EDUCATION & CERTIFICATION

APPLE CERTIFIED MACINTOSH TECHNICIAN (ACMT) – Certification

ASSOCIATE IN APPLIED SCIENCE – New York City College of Technical, Brooklyn, NY.

Contact this candidate