Customer Service Information Technology
Resume:
Maurice Farrington
Apt #*A, Brooklyn, New York 11203
Cell 646-***-**** / acucdl@r.postjobfree.com
IT Professional Exceptional Customer Service Strategic Team Player
Effective, top-producing IT professional with solid progression in Information Technology and Customer Service roles for over 15 years. Well versed in Windows systems and all aspects of IT Management. Strong ability to manage competing priorities and multiple projects while meeting deadlines. Energetic, articulate, approachable and personable with a passion for Information Technology and the delivery of exceptional customer service.
Core Competencies
Information Technology
Customer Service
Change/Project Mgmt.
Team Player
Public Speaking
Management
Instructor-led training
Windows Systems
PROFESSIONAL EXPERIENCE:
Peoples Computer Services, Brooklyn NY January 2016 to PRESENT
Network Technician II
Assist clients by resolving problems via phone, remote tools, or onsite visits
Monitor Autotask queue, create and update service tickets, update knowledgebase with solutions
Create diagrams of client IT infrastructure
Work with ISP’s (ie. Optimum, Verizon, Cablevision)to diagnose and troubleshoot client internet connectivity issues
Configuration, testing, and installation of Sonic Wall and Sonic Point Solutions
Windows SBE and Server 2008/2011/2012 administration
Network printer installation and configuration
Symantec Endpoint Protection Administration
Network design and implementation
Hyper-V server and desktop setup and deployment
Best Buy Corporation, Brooklyn NY October 2015 to PRESENT
Advanced Repair Agent
Quickly and accurately diagnose technology issues and create robust solutions
Identify and take advantage of opportunities to improve the process of assessing, testing and repairing client electronics
Maintain, repair, and service client technology and devices ie. Pc’s, macs, Android/IoS devices
Assist employees in understanding how to successfully use the range of Geek Squad resources to meet client tech needs.
Work directly with clients to access, recommend, and explain tech services, solutions, and devices
Computer diagnostics, virus removal, malware removal, data backups, HDD upgrades and replacements, memory (RAM) upgrades
Electronics testing ie. Home theater systems, Apple TV, tablets
Barrister Global, Hammond LA May 2014 to PRESENT
Remote Support Technician
Service Order repairs of pc’s, printers, and macs.
Remote user/desktop support of Windows 7/8/10 pc’s
Retrieval and return of replacement service order parts
Virus, malware removal, disk optimization (defrag), OS updates, user profile management
Virgin Islands Department of Finance, St. Thomas VI November 2003 to September 2015
Information Technology Specialist
Technical coordinator for the department's new Tyler Munis ERP system
Windows Server Network Administrator/ Microsoft Active Directory
Created and implemented Information Technology policies and procedures for the department
Managed MIS technical team
Periodic network infrastructure upgrades i.e. Installing new switches, servers, VPN appliances
Datacenter Cabling
Configuration and management of physical servers
Troubleshoot network configuration errors and general network maintenance
Helpdesk Manager, managed team of 5 technicians supporting 1000+ users
Managed user/office moves
United Parcel Service, Atlanta GA January 2002 – October 2003
Help Desk Technician
End user support via the call center
Network Management: Windows 2000
Database Management: Oracle
Office of Information Technology, St. Thomas, VI January 1999 – November 2001
Program Manager
Managed the day-to-day operations; to include but not limited to; payroll processing, accounts payable, accounts receivable, estimating, budgeting, and long term planning
Created and implemented Information Technology policies and procedures for the VI government
Y2K project manager for the VI Government. This included a $27.1 million dollar loan and an additional $5.9 million dollar grant from the US Department of Interior. i.e. budget allotment, vendor selection, equipment purchases etc. . .
Y2K project liaison for 16 government agencies
Built and configured Windows NT, Windows 2000 and Windows 2000 advanced servers
Network Administrator for a 16 domain tree
Configured and installed Microsoft Internet Security and Acceleration servers for government wide access to the internet
Configured, installed, and administered email services for 33 government agencies using Microsoft Exchange 2000 servers
Supervised installation teams of 10-20 employees that physically installed network connectivity devices; then connected the new stand-alone PC's to the Windows 2000 network
Coordinated information technology upgrades with vendors and the user agency
Inventory utilizing Track It inventory management software in conjunction with Symbol Technology hand held scanners
Virgin Islands Department of Finance January 1998 – January 1999
Network Associate
Designed and configured NT 4.0 networks with Windows 95 and Windows NT workstation as primary clients for file and print sharing, network application services and remote access
Created and maintained local and global accounts, shares, and permissions
Troubleshoot network for performance and security issues, establishing baselines for optimal server performance
ACCOMPLISHMENTS
Setup, Configuration, Support: Windows XP/Windows 7/Windows 8/10
Setup, Configuration, Support: Microsoft Windows 2008/2012 server
Setup, Configuration, Support: Microsoft Office 2010/365/2013/2016
Setup, Configuration, Support: Microsoft Exchange Server 2003/2010, Microsoft Lync Server/client
Netscape Navigator, Internet Explorer, Safari, Mozilla, Google Chrome, and Firefox internet browsers
TCP/IP Networking
Design, Setup and Deployment of Windows networks
TrackIt Helpdesk/Ticketing system
Infinsource Timeforce Time and attendance system administration
Symantec Backup Exec 2014
LogMeIn, Teamviewer, GotoConnect Remote Access software
Hyper-V setup and deployment
Active Directory Administration
AutoTask IT Management Software
REFERENCES
Jenifer David
Director, Human Resources
Hunt Mortgage Group NY
Deshaun Brooks
IT Specialist, Bellows Corporation VI
Kwanza Delagarde
Sales Associate, Tommy Hilfiger NY
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