Customer Service Support
Resume:
Quinnten Allen
********@********.***
Having over 10 years experience in 1st or 2 Level Desktop Support, Helpdesk, Network Support, during the 90’s, I think a company could get more value and a more experienced “entry level” IT professional for simple installations, migrations, refreshing or even Tier 1 helpdesk support by hiring a well a seasoned technician who already has the troubleshooting and problem determinations skills that you need and I would be getting the experience needed to re-enter the field after a 10 year hiatus. To slightly increase my chances of being of value to you, I have obtained the most necessary certifications; namely, CompTia A+ and Network +. Having considerable sales experience lends itself well to the soft skills required to keep customers, clients and end-users happy. In the end it’s all a sell. We want money.
DESKTOP & NETWORK SUPPORT SKILLS:
Proficient in installing and configuring Windows 7, Windows 8 and Linux.
Have performed numerous migrations from Win XP to Win 7 using WET and USMT
Proficient in the use of Windows’ built in support and diagnostic tools and utilities
Administration and configuration of Windows Server 2008 R2
Proficient in installing and configuring virtual ware to allow the use of legacy applications
Proficient in performing backups, restores including transferring user accounts and profiles
Have participated in migrations and upgrades using both install disks and imaging software
Adept at researching and installing the most current drivers and updates to resolve system issues
Proficient in installing and configuring most commonly used antivirus and security applications
Proficient in installing and configuring RAM, hard drives, video Cards, NICs, etc.
Proficient with network cable management techniques, crimping and punch down tools etc.
Proficient in control panel settings for LAN/WAN connectivity and setting up new users for LAN.
Proficient with configuring and testing hubs, switches, bridges and routers
Installed, configured, maintained and supported network printers
Knowledgeable concerning the fundamentals and general usage of Active Directory
HARDWARE SKILLS:
Have installed, configured and tested motherboards, processors, RAM, hard disk drives, optical drives etc.
Have installed, configured and tested ethernet cards, video cards and a variety of external devices.
SOFT / MISC SKILLS:
Background in sales serves to enhance my communications, customer service and customer support skills
Excellent ability to first empathize, then analyze, identify and then explain IT issues to end-users
Phones skills include enhanced ability to screen and handle calls as appropriate
Experience prioritizing issues and even escalation following established protocols and policies
Always continuing education, study and research of the most current support issues
Experience maintaining appropriate records and reports using company approved software as required.
JOB EXPERIENCE:
CONTRACTOR - Atlanta Metro Area – January 2015 to Present
Have worked three contracts so far; Performed migrations for Suntrust Bank (from XP to Win7) including retaining user’s drive and printer mappings. Provided field support for Atlanta Public Schools and last contract was with Country Financial in Marietta, Ga
Lenovo Computers - Dunwoody, GA April 2014 – January 2015 - Hardware support
Answering inbound calls and providing remote support to both their residential and business customers/users. This required accurate problem determination and resolution in a speedy and professional manner. The main focus is to maintain high level of customer satisfaction with emphasis on first call resolution and properly documenting all customer interactions using approved ticketing and documenting applications and escalated if need be and not dispatching a hardware tech for a software or configuration related issue.
Frontech Computers - Dunwoody, GA Oct 2013 to Nov 2013 – (160 Hour Externship)
Building workstations and servers from scratch (starting with just a case) and imaging. After building a machine we ensured the most current software updates, driver updates and antiviral updates were performed or installed. Also performed upgrades from Win XP to Windows 7 and Windows 8.1. A major task was transferring user accounts and profiles using USMT or Windows Easy Transfer. A major part of the entire job was sound understanding of the proper network LAN or WAN settings for a particular client. Worked for the 160 hours required to satisfy my credits for externship.
Interactive College of Technology – WORK STUDY March 2013 to Sep 2013 – Lab Assistant
Assisted students with using PC’s in the library and lab. We maintainrd the integrity of desktop icons, drive and printer mappings etc. This inherently involved restoring network connections on the LAN or even the WAN if student brought their own device. Assisted in using MS Office (of which I am MS certified in Excel), recovering misplaced files and also preventative maintenance chores such as cleaning keyboards, air blasting etc.
Campaign Connections – Atlanta, GA - Nov 2011 to Dec 2012 – Campaign Manager
Conducted public opinion surveys throughout the greater Atlanta metropolitan area. This required tallying, sorting, grouping and producing reports of the results of campaigns. It was essential to be as pleasant, professional and engaging enough to hold a person’s attention for the time required to fully complete the surveys. This position served to enhance the soft skills needed to be a more effective support technician.
Resilient Marketing - 48 States – Jan 2000 to Aug 2011 – Advertising Sales Rep
Provided a way for businesses that profit from the buying and selling of real estate to advertise with the major realtors and lenders in their area (mostly WY, MT, ND and SD) and also restaurant advertising that allowed businesses (primarily restaurants) to place ads on maps kept at the front desks of the major hotels in their immediate vicinity.
ADDITIONAL SKILLS:
Over 10 years (1985-1999) of documented and provable experience in providing Help Desk, Desktop Support and network support with (Win 3.1, Win 95 Win 98 and Novell Netware). The hardware related skills acquired in my experience as an Avionics Tech in the Navy and the soft skills gained selling advertisinf for a number of years might prove to be advantageous to you. The problem determination, resolution and troubleshooting skills gained over the years of involvement in the technical arena are somewhat ingrained at this point.
EDUCATION & TRAINING:
A+ Net+ MS Office Specialist (Excel)
Cert # C6P44BZDQHF1CJQN Cert # 2DH94BLDQL111HTQ Cert # uaVG-XL5p
1)IT Systems Program Interactive College of Technology, Chamblee GA
a)Graduated Dec 2013 from IT Systems Program – Diploma with CompTIA Certifications
2)St. Louis OIC, St. Louis, MO - Information Systems
3)Control Data Institute, St. Louis, MO - Computer Technology (Electronics Course/Hardware)
4)United States Navy, - Aviation Electronics Technician – 1975-1979
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