Technician Software

Jeffery Allan Lacey

**** *. ******** *** - *******, IL 60619

773-***-****, *******.*****@*****.***

Resolution oriented call center/computer support representative with

multiple years of on the job experience. I'm a well-seasoned call center

representative seeking a call center/or Help Desk role Personality-wise, I

Work well independently, or in a group setting providing all facets of tech

support such as troubleshooting difficult situations. Possess In-depth

knowledge and understanding of numerous software packages and operating

systems.

. Call Center Representative with over 8 years of high volume call

center experience

. Freelance technician with 10 + years experience providing PC repair

and maintenance for residential clients

. Provided training of standard call center procedures

. Proficient with PC customizations, Repairs. Troubleshooting

. Excellent problem-solving skills

. Team / Interpersonal skills

. Consistent / professional mannerisms with working with clients

(internal / external) of

various temperaments

Certifications / Technical Proficiencies

Certifications: CompTIA A+, Network+;

Platforms: Current O.S. Experience: Win XP, Windows Vista and Windows7

Past O.S. experience: Win95, NT, 98, 2K, Mac (Snow Leopard,

Mavericks), SCO UNIX, and Linux

Networking: TCP/IP, Wireless Networks

Hardware: IBM compatible / (Some) Mac PCs, Blackberry

Tools: Active Directory (adding/removing user accounts, password

resets), Altaris: Imaging/wiping desktops/Laptops, Norton

Ghost,,Acronis, PC Anywhere, Windows RDP, VNC viewer. Blackberry

Enterprise Service/Desktop Manager, VMware, Virtualbox

Working Experience

NYSE/ICE-Chicago, IL (long term contract Genuit Services/CSC)

Desktop Operations (Level 3 Technician) November 2013- August 2014

. 1 of 2 points of contact for all Computer related issues for Chicago

office of the New York Stock Exchange.

. Migrated all desktop/laptop machines from XP to Windows 7

. Troubleshooting issues with PCs, local and network printers, and basic

network connectivity

. Provided Support to high priority Employees such as Senior Vice

presidents, Clearing dept. and trading support employees.

. Activating/Canceling Blackberry devices within exchange environment.

. Troubleshoot blackberry device issues

. Resolved client issues not able to connect to corporate network from

remote locations.

. Escalated issues to the correct resolver group if issue could not be

resolved over the phone.

. Helped run and support our Rise televisions and Ticker displays.

. Assist with asset management for Chicago, New York, Florida Locations.

. Assisted with basic Active Directory functions for the exchange.

(password resets)

. Repair all faulty laptops/desktops.

. Troubleshoot Microsoft Outlook issues

. Resolved laptop/desktop VPN connection issues

. Set up RSA (Hard and soft tokens) for new employees

. Perform IMAC`s upon request.

. Set up multi monitor workstations (2 to 6 displays)

. Set up conference room display systems.

. Deploy licensed and unlicensed software (upon approval from

information security dept.).

. Create and close trouble tickets

Independent Freelance Technician - Chicago, IL Apr 1996

- Present

. Replace damaged laptop/desktop parts on models HP, Gateway,

Dell, Toshiba, Sony, Leveno

. Perform motherboard chip reflows to damaged laptop north bridge and

graphics chips.

. Troubleshoot device issues with Mac Pro desktops/Laptops

. Analyzed and resolved desktop/laptop computer issues; upgraded

systems; installed/upgraded software; and performed general

troubleshooting and maintenance

. Offered cost effective hardware/software recommendations based

on budget constraints.

. Removed virus/spyware from infected systems. Provided internet

safety measures to reduce chances of future infections

. Resolved local/network connectivity issues

. Set up Windows 2003 domain controller by providing the following:

adding new user accounts, applied user security policies as well as

creating new organizational units for new department.

. Provided drive cloning services to laptops using Norton Ghost,

Acronis

MicroTrain - Chicago, IL (attended technical training school)

October 2010 - Jan 2012

BMO Harris - Chicago, IL 12/10/2012 - 12/21/2012

Helpdesk Representative (2 week contract)

. Troubleshoot e-mail issues

. Resolve problems regarding electronic wire transfers

. Assist with web connection errors

Blue Cross Blue Shield - Chicago, IL Oct 2010 - Apr

2011

Call Center Agent (Contract)

. Assist medical providers and policy agents with client benefit

info

. Open/close trouble ticket issues using proprietary software

. Forward calls regarding claims to specialized agents

. Perform misc administrative duties

Aon Corporation - Glenview, IL Aug 2007 - Mar 2010

Call Center Advocate

. Provide assistance to current and former employees regarding

medical/pension inquiries

. Assist with survivors/pension benefit processing

. Perform helpdesk functions: password resets, troubleshoot web

connection issues, repair corrupt xp desktop profiles (remote fix),

etc.

. Create and close trouble tickets through proprietary software

(Vantiff).

. Taking initiative to provide callbacks regarding status of pending

case..

. Train new or seasonal employees on call center system procedures

Pearson Education - Glenview, IL Jun 2005 -

Jun 2007

Assistant Customer Sales Rep

. Interviewed potential students for various online universities

. Transferred calls to sales reps regarding interested candidates

requesting to register

. Provided callbacks for scheduling of interview process

Paige Personnel - Chicago, IL Oct

2000 - Sep 2004

Contracted for various client positions;

Life Fitness: Schiller Park, IL Field Technician Representative

. Act as liaison between field technicians and account/receivables

dept.

. Provide callbacks to field agents regarding missing service invoices

for processing of compensation

. Transfer all completed invoices to accounts receivables dept for

payment processing.

. Record and track all repair contracts using SAP software.

Corporate PC Source, Wood Dale, IL RMA Administrator

. Orchestrate RMA requests between PC vendors and Manufacturers

. Contact pc vendors as well as customers to investigate pc hardware

issues

. Provide shipping arrangements regarding incorrect or damaged hardware

. Run weekly data backups

Sebis Direct, Chicago, IL Graphic Designer, PC Tech, Laser Printer Operator

(FTP) Aug 1997-2000

. Printed billing statements for city and suburban municipalities

. Performed page layout for various billing forms

. Performed PC upgrades, OS installs/upgrades as well as hardware

maintenance

. Process billing data though various types of media

. Create and run batch scripts for various processes

. Train new employees regarding data conversion/print procedures

Education / Professional Development

Columbia College - Chicago, IL

B.A. Liberal Arts 1991

Technical Training

MicroTrain Technologies - Chicago, IL

Contact this candidate