Customer Service Technician

Michaelivy

**** *.******** *** *** ** *****

Cell Ph 773-***-****

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

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SUMMARY OF QUALIFICATIONS AND EXPERIENCE

Experience supporting Mac OS computers

Four + years working in a Windows networking environment.

Experience and strong troubleshooting skills for desktop/laptop configurations

Ability to troubleshoot hardware issues and perform minor computer repairs.

Experience in PC imaging and PC Deployment

Understanding and experience of general TCP/IP connectivity issues in a

LAN/WAN/VPN/Internet environment

Experience in Windows XP/7/8, environments

Ability to clearly and concisely communicate technical information to non-technical

users at all organizational levels

Ability to discuss and diagnose problems with computer hardware/software

Excellent troubleshooting and analytical skills

Organizational and multi-tasking skills

Ability to work independently with no general supervision

Installing/Administration/Maintain Experience

Desktops and laptops in a networked environment

Symantec Antivirus/Virus Protection Software

Configure and setup iPhones, iPads, BlackBerry, Android, and Windows Mobile Devices

Setup, review, test wireless network connectivity

Upgrades or replaces hardware and software systems

Setup, review, and test network printing

Software Experience

Windows 7, 8 Vista XP

Active Directory

Microsoft Service manager 2008

Citrix & Vpn

Microsoft Office 2007, 2010, 2013

BlueBeam & Adobe Acrobat

Troubleshooting Experience

Basic server troubleshooting

Network related issues

PC and Mac Hardware Issues

PC and Mac Software Issues

Heavy Desktop and Mac Support

Virus/Spyware Removal

Mobile Devices (iPhone, iPad, BlackBerry, Windows Mobile Device, Android Devices)

Windows 7, 8 Vista XP

Citrix & Vpn

Microsoft Office 2007, 2010, 2013

BlueBeam & Adobe Acrobat

Setup and troubleshooting knowledge of MS Office for Mac including Entourage and

Microsoft Outlook

Education

Lewis University College of Business Romeoville IL United States : May 2011

A.S. Degree in Information technology management

Professional Experience

Exp IT Service Desk Technician 8/26/13-10-7-14

Picking up user requests via help desk queue, walk-up, phone call. Providing support

and troubleshooting for our Mac and Windows laptop user throughout North

America. Walking users through setting up email on their phone or tablet ( Android

or ios). Troubleshooting network issues either office-wide or specific to a laptop.

Guiding users on migrating from one Mac or PC to another. Troubleshooting video

conferencing issues. Configuring or troubleshooting connectivity and email

functionality for printers, scanners, copiers and fax machines.

Insight Global /Hp Contractor Hardware Deployment Technician

IT support for various of Banks as a contractor/hardware deployment

technician.Provided technical support such as installation, maintenance and

repairs of network apparatus and peripherals. Resolved customer issues

encountered with their operating systems and maintenance of equipment.

Maintained daily communications with the coordinator to ensure quality in service

and meet customer service satisfaction. Provided documentation and necessary

reporting to the supervisor if the issues were not handled in time.

Data Realty South Bend IN Network Operations Center Technician - South Bend IN

11/1/12 8/26/13

Provide technical support and monitor day to day operations of the Network Operations

Center.

Perform contact center infrastructure monitoring and first level response for voice and

contact center incidents in environment.

Perform computer/server hardware and software support. Responding to emergency

situations like data loss and building emergency. Perform physical security walk through,

administration of security sign-in procedures for all co-location customers, visitors, third

parties and escorting them to designated work location.

Provide support for the installation, configuration of the servers, routers and switches.

Responsible for the preparing maintenance logs,troubleshooting notes and network

trouble tickets.Monitoring the data coming in and going out.

Monitor internal computer system for integrity.Monitor, resolve, and escalate issues within

critical facilities infrastructure. Monitor physical infrastructure, suck as, HVAC to insure

proper data-center operations and building of server cabinets.

Ske Marketing- Houston TX IT Support Technician - (6/2011--01/2012)

Performed hardware and software installations, PC repair and tech support

troubleshot and resolved desktop support issues. Configured and installed new

Microsoft and Macintosh systems.

Maintained the up to date operating procedures inside the IT department. Assembled

and installed a wide array of computer systems, workstations, and peripheral

hardware.

Circuit Circuit City- Mishawaka In Computer Technician -(1/2007--2/2009)

Performed hardware and software installations and PC repair on Desktop and Lab-

tops. And provided high-level customer care, training, and technical support.

Assembled and installed Windows operations systems, Mac operations systems.

and peripheral hardware

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