Customer Service Support

John Beltran

**** ***** ** *******,** ***** 919-***-****

Work Experience

Grifols Inc. (Via Insight Global), Clayton, NC. Support Migration Specialist

Implement migration from WinXP to Win7 supporting Win7

Installing hardware, migrating user profile and redeploying user applications.

Scheduling appointments via outlook with end user to migrate their computer.

Installing Win7 images, loading patches, application vulnerability scanning if needed.

managing computer accounts in Active Directory

Providing phone support to end user after migration completion.

State Of North Carolina ITS

2014 Aug

Desktop Support, Migration Refresh Support

Refreshing computers from XP to Windows 7 operating system.

Providing remote and phone support for after imaging process.

Prepare new laptop for new image installation

Install all windows updates after image is completed:

Test and configured systems for appropriate functionality troubleshoot for any errors found.

Configuration and peripheral setup/connections.

Complete all required documentation of installation including a quality assurance sheet to ensure accurate properly processing of defective products and timely vendor returns and reimbursements.

Follow customer personal computer system hardware and software specifications based on the configuration services .Troubleshoot malfunctioning units using efficient problem solving techniques and departmental procedures. Solve difficult problems or configurations.

Schedule and confirm appointments and communicate directly with end user.

Make sure users can login

Copy My Documents, Favorites, Desktop, Outlook pst, Nk2, Signatures,

Note Default network printers

Note any License Software for re-installation

Setup outlook

Install cisco any connect

Joining to appropriate domain

Moving computer into correct OU

Deploying Apps via SCCM

Create local admin accounts if approved

Install any missing applications and fix any errors

Install peripherals if needed (docking stations, dual video 2nd monitor etc…)

Track all issues with Remedy Ticketing system

Follow up call to make sure everything is working.

Stock Building Supply- Raleigh NC

2014 March-Aug

Desktop Support: Data migration project.

Performed remote data migration from old XP computers to new Windows 7 devices.

Used DameWare R.D.C, Active Directory to manage user accounts, setting up Cisco VPN Client and wireless networks. Used FrontRange Incident ticketing application.

Transferred Outlook .PST files to new PC’s and configured IP network printers.

Set Admin rights and proxy settings on new devices.

Installed Crystal Report Viewer with other company software.

Project consisted of approximately 500 new desktop computers needed either data moved or a variety of company software.

Worked with company managers, teammates and level 3 supports to meet project goals.

Shaw University

Network Desktop Support

Re-imaging of New and old PC’s, Utilizing Ghost Client software, and windows System Image

Installation and configuration of VMWARE View Client.

Install, configure, and support the LANs WANs and Internet systems.

Maintain network and workstation hardware and software. Monitor network to ensure network availability to all system users and perform necessary maintenance to support network availability.

Perform routine backups and archival of files stored on the network to assist with disaster recovery.

Analyze user support statistics and other data and recommend appropriate measures.

Assists in maintaining the operating system and security software utilized on the network.

Diagnose hardware and software problems, and replace defective components.

Perform data backups and disaster recovery operations.

Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.

HP laser printer repair and maintenance

Active Directory management

Remote desktop support

Kangaroo\The Pantry- Sanford NC

2012 June-Aug

IT POS SYSTEM SUPPORT TECH

Providing phone and remote support for all pantry personnel and K-stores

Trouble-shoot network connectivity outages for 1600 kangaroo stores

Take in-bound calls from kangaroo, Exxon, Mobile, Chevron, BP, Shell ….etc.

Respond to emails filtering priority emails from P1 status emails

Utilize tools such as LANDesk, PCAnywhere, Remote Desktop

Work in the (Topaz), (Retalix), (Ruby) POS environment

Re-set sapphire- ELearning, PDI, password’s when needed

Trouble-shoot POS touch screen lockup and unresponsive issues

Respond to P1 status calls when the whole store is down disrupting fuel sales

Dispatch repair personnel when couldn’t resolve issue over the phone or via remote access

Trouble-shoot all pc related issues

Provide support to all field repair technicians

Document all support calls from first contact to completion

Swift Computers- Raleigh NC

2012 Jan-May

Customer Service Computer Repair Tech

Diagnosed and checked in new PC, MAC, computers for in house repair.

Dispatched to Home or office providing diagnostics of pc’s/ laptop’s /printer’s /networking issues

Used diagnostic tools such as (Hirens), (MRI) to diagnose and repair all pc’s

Utilized cloning tools such as ghost to make copies of customer hard drives

Input all user and pc information into TS Man 3

Replacing laptop mother-boards, DVD, HD,wireless adapter, LCD screens, memory upgrades,

De-Soldering and re-soldering of capacitor’s on power supplies

Laptop power jack replacement DE soldering –Soldering

Scanning for and removing malware/virus’s

Recycling of old computer components

Removing windows login password’s when user forgot password

Clean PC, Mac or laptop when repair was finished

ACS- Raleigh NC

2011 Jan-Dec

AppleCare Technical Consultant (Tier 1)

Provide remote first level technical support to Apple Customers.

Promote of Apple hardware, software and service offerings

Provided help with desktop and laptop move to new building,

Using carts to move computers

Ran Ethernet wiring

Installed computers configure workstation to network, installed all new updates,

Provide first level technical support to Apple Customers; create solutions to technical/application client problems and queries

Manage escalated issues, resolving where possible and routing to appropriate resource group as appropriate

Register customer information into Apple database/s; perform data entry relating to all support activities

Promote Apple hardware, software and service offerings

Process sales for Apple hardware, software and service offerings

Attend relevant product and skill courses and pass on relevant points to team members Mentor new staff

Keep management aware of potential areas for product, service and education sales

General administration and phone support duties as required

Ensure adequate support coverage by working evenings and weekends on a rotating shift basis

MedPhone-Garner, NC

2009 Sept-May

Customer Service Representative

Perform all aspects of customer service and satisfaction; answer inbound telephone calls and make outbound -telephone calls to medical professionals

Assess individual needs and provide assistance to emergency and non-emergency patients; ensure optimal response times and service levels to patients

Make appointments for Quest Diagnostics Laboratories customers

ACS- Cary, NC

2006 - 2008

Team Lead / Subject Matter Expert

Focused, results-oriented professional with experience in progressively responsible Team Lead position; served as a primary contact for problem resolution and information gathering regarding customer complaints and worked assignments; skilled at communicating effectively to attain company goals

Initiated actions to ensure optimal response times and service levels; handled escalated matters and employed solid negotiation skills to save accounts; customer-service oriented with proven ability to provide team-spirited leadership for maximum productivity

Assessed individual needs; worked with staff and management in implementation of procedures to achieve goal of creating sound departmental flow

Worked at client’s site; effective communication/interpersonal skills and a team player; interacted positively with a wide range of people, and established relationships based on respect

Scheduled regular training for staff to increase knowledge, enabling better service to customers

Supported Medicare MAPD PDP Plan Member

Career Connections, Inc. / IBM- Atlanta, GA

2005 - 2006

Customer Support / First Level

Performed all aspects of customer service and satisfaction; provided call tracking, call logging, routing, scheduling, and event monitoring to ensure that calls were effectively tracked from creation to resolution.

Managed client expectations and developed effective working relationships with clients

Created standard solutions detailing both the symptom/problem and the corresponding solution

Supported internal users and external users; provided solutions to software and routine hardware problems, as well as ongoing instruction

Support DOS, Windows 3.1, 95/98/Me, Windows NT/2000/XP, Networking

News Digital Media- New York, NY

2000 - 2004

Support Specialist

Provided support for Fox News and Fox Sports web contents sites; supported and assisted co-workers in the efficient management of competent word processing skills and effective time management

Design, implementation and maintenance of Windows NT 4.0 Win2000, Office2000 environment; implemented both first and second level technical support via the telephone and use of remote tools

Hardware/software, mainframe, remote connectivity, and troubleshooting/resolving PC operational and network issues; provided ongoing instruction

Installation, configuration, troubleshooting, support, and maintenance of PC hardware and peripherals including desktop computers, printers, scanners, modems, and networked printers

Support DOS, Windows 3.1, 95/98/Me, Windows NT/2000/XP, Networking

Alpha Data System- Staten Island, NY

1994 - 1999

Technical Consultant

Field service- maintained various accounts in the New York and New Jersey areas

Hardware/software troubleshooting; installations and upgrades; provided ongoing instruction

Network workstation installations (both NetWare and Windows NT); internet software configurations and support; printer installations and repairs; responsible for parts and inventory; printer overhauls, toner recycling

Installation, configuration, troubleshooting, support, and maintenance of PC hardware and peripherals including desktop computers, printers, scanners, modems, and networked printers.

Established new accounts and performed site inventories.

Performed HP laser printer repairs for the New York Times for five (5) years with a zero (0) defect policy, 98% of all repairs on printers had a call-back rate of two (2) years

Support DOS, Windows 3.1, 95/98/Me, Windows NT/2000/XP, Networking

Education

College of Staten Island – Staten Island, NY

Major - Business

Curtis High School – Staten Island, NY

High School Diploma

Computer Skills

Computer proficiency on Windows platforms; provided support in Microsoft Office 2000, Microsoft Office 97, Windows 95, Windows NT, WinXP, TCP/IP, Microsoft Exchange, Access, Excel, PowerPoint, Schedule Plus, LAN/WAN, and Remote Management.

Design, implementation, and maintenance of Windows NT 4.0 Win2000, Office2000 environment.

HP Laser Printer Certified

A+ CERTIFIED

MCP

APPLE 10.6 CERTIFIFED

Dell Certified

Contact this candidate