Customer Service Technician

Charles Vigneau

**** ** ********* ***, **** Saint Lucie, FL 34983

(H) 617-***-**** email: ********@*****.***

PROFILE:

Acquired years of technical computer experience as a technician, customer engineer, and customer service technician supporting laptops, desktops, wireless, mobile devices, VPN, and dial-ins for home office and field locations. Interested in and dedicated to continuous learning of new technologies. Reputation for delivering exemplary customer support.

Strengths:

MCP and A+ Certified

Windows NT, 95, 98, 2000, XP, Vista, and Windows 7

Blackberry

Laptop and Desktop

Wireless Support

Project Management

EXPERIENCE

AstraZeneca R& D Boston, Waltham, MA 09/2004 - 12/2014

Lead Technician Local Desktop Support/Asset Management and Build Administrator

Responsible for ordering and maintaining inventory of PC's and Laptops in the Waltham Facility.

Responsible for all builds and rebuilds of all laptops and Desktops at both the Boston Facility and remote users.

Building desktops and laptops to AstraZeneca specifications, advertising and installing software to PC’s.

Inventory control for PC's and hardware supplies and asset management

Maintain all desktops and laptops in the Waltham facility

Troubleshoot hardware equipment and complete warranty work with vendors

Setting up visiting customers from other countries.

John Hancock Financial Services 04/1995 - 09/2004

PC/LAN Technician

Held various positions with both John Hancock Financial Services and IBM Global services after they took over the IT Management.

Maintain all laptops within John Hancock, both in house and remote locations throughout the county.

Provide level 2 and 3 dial-in support for individuals calling in from the road or users dialing in through their own personal PCs.

Install and supporting VPN, Blackberry devices and various PDAs.

Upgraded hardware and software.

Provided level 2 help desk support and laptop support for home and remote locations.

Prepared set-ups, ID’s, permissions and computers for all newly hired employees.

Maintained and upgraded print servers.

Accomplishments:

Managed upgrades from Windows 98 to Windows 2000 using outside contractors.

Part of team that provided on-the-spot and across-the-board upgrades for laptops, Blackberry’s and PDAs for over 50 remote users who were attending their annual business meeting in Milwaukee. Received outstanding feedback on the efficiency and effectiveness of this new method for performing upgrades.

Maintained test lab for Y2K application testing.

Automated and documented many processes and trained others to perform software and hardware installations.

Coordinated Enterprise-wide rollouts from Windows 3.1 to Windows for Workgroups and eventually to Windows NT 4.0.

Successfully managed and coordinated the physical relocation of multiple business groups for our Boston site to Charlestown facility. At that time, all workstations had to be converted from token-ring to Ethernet, which resulted to leading the conversion of the servers and PC’s at our Boston facility from token-ring to Ethernet.

During Y2K preparations, was responsible for BIOS upgrades on both servers and workstations.

WANG LABORATORIES, INC., Lowell, MA 1980 – 1995

Customer Engineer, (1986 – 1995)

Transferred from Manufacturing to Field Service with vast peripheral and network experience. Provided on-site field service to several small and large Boston-area accounts, including JH Mutual Life Insurance.

Managed customer accounts from small business to large financial firms.

Scheduled preventive maintenance, hardware and software upgrades.

Maintained quality control standards.

Responsible for my own inventory of spare parts and maintenance supplies.

Installed and maintained minicomputers and peripherals, DVX voice mail and WBX phone systems.

Manufacturing In-System Tester and Technician Level I,II, III, and IV, (1980 – 1986)

Progressed from PC Board Tester through technician positions with increasing responsibilities.

EDUCATION

Pinnacle Training Corporation, Woburn, MA, 1998 - 2003

Windows NT and 2000 training

Microsoft Corp., 1998

NT 4.0 Workstation certified

A+ Certified

Northeastern University, 1994 – 1995

Business Administration Courses

GTE Sylvania Technical School, Waltham, MA, 1981

Certificate, Computer Electronics Course

Contact this candidate