Customer Service Technical Support
Resume:
Aaron M. Martin III
Temecula, CA 92591
*********@*******.***
CAREER SUMMARY
• 8+ years of extensive experience in supporting computer hardware and software
• Demonstrated ability to provide user support by means of remote access tools
• Proven skills in Windows 7, Microsoft Office 2007/2010 and Antivirus software
• In-depth knowledge of branded (DELL, HP, Lenovo) and non-branded PCs, laser printers, laptops, and peripherals
and bar-code scanners
• Providing technical hands-on capabilities with: installation and configuration, remote monitoring, help-desk,
customer service, tech support, maintenance and troubleshooting.
• Provided high-level support for 150 computers in the call center
• Provide high-level customer service to clients, customers and staff
• Provided high-level support for 500 colleagues
• Earned a solid reputation for resolving complex issues
• Escalated issues as needed and maintained communication with customer and Technical teams.
• Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas.
• Ability to multi-task effectively in any situation
• Work well independently or in a group
• Excellent in verbal/written communication
TECHNICAL SKILLS
• Systems: Windows 8.1, Windows 8, Windows 7, Windows XP, Windows 2000, Windows ME, Apple OS X,
Linux, Ghost Server, Active Directory, Android, iOS
• Software: MS Office (2003, 2010, 2013), MS Lync, Anti-virus, Ghost Console, Deep Freeze, Lotus Suite, Deploy
Studio, MS Remote Desktop, SAP, Remedy ticketing, E-ticket, Acrobat (CC, CS6, CS5), Windows Virtual PC,
VMware, Ultimate boot cd, internet browsers (IE, Firefox, Chrome, Safari)
• Hardware: Desktops (HP, Dell, iMac), laptops (HP, Dell, Lenovo, Macbook Pro) Tablets (MS Surface, Android,
Apple), monitors, power supplies, NIC’s, Hard drives, cables, optical drives, Wireless cards, keyboards
• Languages: HTML5, CSS, XML, XSLT, XSL-FO, DTD, C and C++
PROFESSIONAL EXPERIENCE
Tri-Ad Inc. Escondido, CA 11/2011 – 2/1/2015
Technical Support Specialist
Responsibilities:
• Handled high inbound call volumes of over 100 calls/day in a fast-paced call center environment
• Level 1 Technical Support for 50+ clients with thousands of end users
• Troubleshoot complex issues using tech approved websites
• Visited Microsoft website for troubleshooting/fixes/patches/updates/installs
• Used tomshardware, apple, windows forum for references when troubleshooting
• Provided nationwide Technical Support for company and OEM products
• Used E-Ticket software to track issues through resolution
• Provide technical support to external customers, internal field associates and management via phone, live chat,
and E-mail
Hilton Reservations and Customer Care Hemet, CA 10/2007 –
11/2011
IT Desktop Support
Responsibilities:
• Install, configure, and support PCs for entire Call Center.
• Install, configure, and maintain software
• Training new hires in using correct software tools
• Coordinate with supervisor about issues
• Assist in managing GPO’s in and out of Active Directory
• Active Directory OU’s
• Used Microsoft Remote Desktop to gain remote access and resolve co-worker desktop issues
• Configuration of MS products (Office, Outlook, Visio, Project)
• Installation of Adobe products (Creative suite, flash, reader, acrobat, flash builder)
• Virtual machine (install, setup) using Windows Virtual PC, VMware
• Configuration of MS products (Office, Outlook, Visio, Project)
• Installation of Adobe products (Creative suite, flash, reader, acrobat, flash builder)
• Create default profiles in Windows and Mac
• Create and deploy images using Ghost Console
• Evaluate and assess new industry hardware in support of future purchases and deployment
• Manage and supervise Ipads using Apple configuration
• Configure printers (local, shared, and network)
• Configure Outlook with IMAP and Exchange
• Deploy images to new machine (Windows, Mac OS X, Ipads, Surface Pros 2/3)
• Joining, rejoining machines to domain
• Hardware troubleshooting, virus removal
• Replace hardware (RAM, HD,SSD, Graphics Card)
• Troubleshoot complex issues using tech approved websites (Microsoft, tomshardware, apple, windows forum)
Education
Completed 16 units toward A.S. in Programming at Mount San Jacinto Community College
• Expected graduation December 15 (currently enrolled in online courses)
• Completed coursework in:
o Networking and Data Communications, Introduction to Computing and Data Processing, C++,
Introduction to Internet, XML
• Currently enrolled in 3 online classes – Computer Organization and Assembly Language, C++ Level II, Web
Development
Received 1 year of Electronic Technician training at George Brown College 2012
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