Technician Help Desk

TONY B. PLEASANTS

469-***-**** Cell

********@*****.***

Skills/Experience

Call Center Phone Support

Help Desk Analyst

IT Support Technician

Help Desk Support Level II

Help Desk Technician

Help Desk Analyst

IT Administrator Support Technician

Desktop Support Technician

Desktop Technician

Desktop Analyst

Break / Fix Repair Technician

Electronics Technician/Production, Manufacturing

Test/Repair Technician

EDUCATION

United Electronics Institute - Associate Diploma in Electronic Technology

AIC of Dallas - Certificate in Office Assistant/Accounting I, II

Expert Solutions Junior College - A+ Networking Certificate

New Horizons – Comptia A+ IT Technician Certification - COMP001020023426

WORK EXPERIENCE

TAYCOM\HILTON

Carrollton, TX

IT Administrator / Help Desk Support Level II

04/27//12 to 05/08/15

Provide front line queue support for customers

Enter detailed information for each call into call tracking system

Responsible for handling all calls resolution in a timely manner

Consistently exceeds customer expectations for service quality and is able to identify needs and solutions for improving customer experience

Performed Password Reset, Active Directory Unlocks, Helped agents with log-in issues

Supported agents in VPN, Citrix, and Domain Log-in

Perform Outlook password resets also helped with DHCP/DNS address renewals

Created knowledge base solutions using Microsoft Word/Note Pad.

Worked bypassing Windows OS (8, 7, XP & Vista) to perform boot process from another device

PINNACLE/AT&T

Richardson, TX

Desktop Support Technician Tier I, II

03/24/11 to 10/11/11

Provide technical support in a customer call center environment, troubleshooting U-verse TV, Internet & Voice

Remotely and via telephone instruct users and investigated all in coming problem tickets, and up sells of product

Recorded data using software program diagnostics and excel spreadsheets using Windows XP operating system

All calls monitored by Phone System operation connected to Scan R, CRM, and WFE work flow agents

VOLT SERVICES GROUP/FUJITSU

Plano, TX

IT Desktop/Repair Technician II

10/05/10 to 03/04/11

Installing, troubleshooting, and services, of personnel computers, provided hardware and software support

Remotely and via telephone. Instructed users and investigated all in coming problem tickets

While working on all in-house High -Tech Circuit Boards and Power Supplies

Also worked in the Functional Test Department Repairing to component level Optical units

Managed workload requirements and track productivity

Recorded data using software program diagnostics and excel spreadsheets using Windows XP operating system

PDS TECHNICAL/ELCAN Richardson, TX

Administrator/Technical Support II

11/16/09 to 8/20/10

Provided Technical Support for computers and associated network issues, also maintain trouble logs and data records

Work in MRTB department performing: Initial, Functional, Post, and AT acceptance test on Medium Range

Thermal Binoculars also trained on laser alignment and units in the field support. Data documentation via computer

Analysis and software diagnostics. Reports daily excel spreadsheets recorded

ELCOTEQ, INC

Richardson, TX

Sr. Manufacturing/Production Test/Repair Technician II

01/06/05 to 04/11/09

Work with Production Department processing Cell Phone Assemblies. Testing, repairing and troubleshooting

All in house Mobile Phones and RF units. Assemblies using Windows 2000 NT custom program software

For testing, Pass/Fail diagnostic environment. Work closely with inventory personnel to release build plans and kits

Managed open issues and actions to optimize production and test processes. Also analyzed and interpreted test

Information to resolve issues with Circuits and Power Supplies. Worked with Excel and PowerPoint to created data sheets

GTB COMPUTERS Dallas, TX

Lead-PC/Level I, II Break Fix Repair Technician

06/11/02 to 11/08/04

Supervisor of Computer Lab Technicians, Buyer in sales, and Inspecting, testing, troubleshooting, and repairing all

Types of Computers; MAC, Compaq, Dell, HP, and IBM Computers

Performed IT Support for customers in-house and via phone. Computer diagnostics Routines, in Windows 2000, XP, Cisco & NT Servers.

Help desk and Technical Support on Internet, Network, TCP/IP, Exchange Server, & Mobile/IPad issues

Used Remedy Ticketing System to pull work assignments

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