Help Desk Service Representative

M ark Lewis Kossar

Atlanta, Ga. ~ 678-***-****~**********@*****.***

Experienced and knowledgeable Information Technology Professional seeking

to contribute training and acquired skills within a Tier One Technical

S upport and /or Help Desk role. Works well independently, or in a group

setting providing all facets of computer help desk support such as

t roubleshooting, installations, and maintenance. I n-depth knowledge and

u nderstanding of numerous software packages and operating systems. Skilled

i n providing Customer and End-User Help Desk Support. E asily identify and

resolve technical issues and concerns. Excellent communication and

p resentation capabilities.

Key Skills

Technical Troubleshooting Lan Connectivity

Hardware Configuration Problem Diagnosis

Software installs Phone and Online Support

Preventive Maintenance User Training/Support

Complaint Handling Computer Repairs

P rofessional Experience

Hewlett Packard,

2009-2015

Field Service Tech IV ( Help Desk Support ), onsite support for AGCO Corp. in

D uluth, GA., supporting over 400 local users and 1000 remote users.

• Provided end-user support for Windows XP, MS Office, and custom

applications. Configured, installed, and maintained Windows

machines.

• P rovided support an distribution of laptops to side workers and remote

users, including; configuring, repairing, supporting, and providing

end users with documentation on proper operation of their laptops

and desktops.

M ark Lewis Kossar

Atlanta, Ga. ~ 678-***-****~**********@*****.***

• Troubleshooting hardware and software issues for 400 plus onsite and

over 1000 remote users.

• Tape handling – Monitored and cataloged backup tapes to provide ease

i n recovery and access.

• Maintained asset inventory for headquarters facility to issue proper

accounting of equipment to reduce loss and unnecessary purchasing

of laptops, desktops and monitors.

• Created process and documentation of computer build out and

equipment disposition.

• Lease returns – Imaged new laptop or desktop and made appointment

w ith user to have data and software t ransferred to new equipment.

Return of equipment to lease company in a t imely manner to ensure

t hat billing ended on the old equipment.

• Received hardware into Ariba Purchase Order System and ensured

d istribution to proper user.

Electronic Data Systems (EDS)

1991-2009

Communications Service Technician ( Help Desk Support ), onsite support for

AGCO Corp. in Duluth, Georgia and WH Smith in Marietta, Georgia. Field

Service Representative for System One Direct Access in M iami, Florida.

• AGCO Corp.: P rovided desktop support for over 1400 clients across the

U nited States and Canada by phone or in person as needed to

m inimize downtime.

• WH Smith: Provided desktop support for over 600 clients across the

U nited States in person or by phone to minimize downtime.

• Purchased of hardware and software for clients as needed.

• Asset Inventory of hardware and software to maintain warranty

i nformation on hardware and software licensing, so as to ensure that

b roken equipment was repaired under warranty since they had no

maintenace contracts and that software was only issue as licensed.

• Tape Backups – Monitor daily backups for restoral of information on

request and catalog offsite weekly and monthly tapes for ease of recall.

M ark Lewis Kossar

Atlanta, Ga. ~ 678-***-****~**********@*****.***

• EDS: Mi li tary PC repair; satelli te repair support for General Motors

• System One Direct Access: Traveled extensively around the United

S tates supporting Eastern Airlines Ai rport sites and t ravel agencies.

• Performed site surveys, site visits, installations of t ravel agencies and

a irports, East Coast Representative for t rade shows and back office

accounting t rainer.

Education:

University of F lor ida, Gainesville, Florida

C riminal Justice and Accounting

Browns I nstitute, Fort Lauderdale, Florida

A pplied Associates of Science for Computer Programming

I T T Technical I nstitute, Fort Lauderdale, Florida

A pplied Associates of Science for Computer Electronics

AFF I L IAT IO NS:

Atlanta I n te rnational Umpi res

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