Customer Service Support

Rodney Bey

Desktop Support Analyst, Charlotte, NC • 704-***-**** • **********@*****.***

Career Statement

Desktop Support Analyst with technical and troubleshooting repair expertise. Team player who is flexible,

reliable and adaptable to dynamic fast-paced environments. With 10+ years of IT Experience and Customer Service.

Skills

*A+, Network+ and MCP Certified *Advanced in TCP/IP, VPN, LAN and WAN

*Customer Service Expert *Advanced in Microsoft Applications (WORD etc.)

*Adobe and Adobe Flash proficiency *Advanced in Migrations, Backups and Deployments

*Advanced in XP, Vista and Windows 7 *Skilled at Outlook, Exchange and Lync

*Proficient in Norton Antivirus software *Advanced in Imaging, Skilled in Application Support

*Advanced in Executive Support *Advanced in Active Directory and Network Concepts

*Expert in Break/Fix Computer Repair *Advanced in Remedy,Service Desk Tracking Systems

*Very Versatile and Very Dependable *Skilled in Mobile Devices and a Very Fast Learner

Work History

TSG Desktop Support Technician with Driving 05/2015 to Present

UPS, United Parcel Service of America, Inc. - Charlotte, NC

Provides support activities in an assigned area. Tier 1 and Tier 2 level IT support

Performs equipment exchange and recording inventory controls, software installations and program updates, troubleshooting and problem resolution on computer and Telecommunication systems.

Train users on supported software and hardware with understanding of technology from a user perspective as well as technical perspective.

Assist users to resolve computer related problems such as inoperative hardware or software.

Travel is required using my personal vehicle to provide Technology Support for Customers and to support CLIENT’S Core Technology solutions, CLIENT’S Small Package, Freight and SCS locations to supporting CLIENT’S technology infrastructure.

Working various shifts when needed due to vacation coverage or planned weekend upgrades.

Desktop Support Technician 11/2013 to 03/2015

Piedmont Natural Gas – Charlotte, NC

Provided Tier 1 and some Tier 2 level IT support to all personnel within the business.

Installed software, modified and repaired hardware and resolved technical issues.

Provided some application support ( password resets, profile changes, software changes, and server updates ) for 100's of applications such as Citrix, Ventex, Exchange, Rumba/Zscope etc.

Supported and maintained Piedmont's client computing environment for all mobile and network attached devices.

Configured, migrated, deployed and set up all new PCs, responds to and resolves problems, addresses ad-hoc requests and assists with researching and testing new hardware and software products.

Remotely connected into Client PC's using BOMGAR Remote software to solve any and all PC, laptop, printer, software, and network issues for all Internal Employees and customers.

Closely worked with Piedmont's technology vendors and internal IS support departments to help solve any Break/Fix issues that comes along.

Demonstrated excellent customer service and courtesy with customers at all times.

Tier 1 Analyst Help Desk / Desktop Support 01/2013 to 11/2013

Time Warner Cable Inc – Charlotte, NC

Installed software, modified and repaired hardware and resolved technical issues.

Responsible for receiving customer support requests via phone and email from TWC employees and

contractors globally in a fast paced environment.

Leveraged troubleshooting skills, documentation, and on the job training to document, resolve or escalate these support requests for the three hundred plus applications running in the TWC Data Centers.

Use basic and advanced troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for the TWC employee and contractor customer base.

Used the ServiceDesk ticket system to document and route support case to the appropriate group(s) who can assist in resolving the issue. Expects a case load of approximately 60-80 cases per day.

Desktop Support Analyst 02/2012 to 12/2012

WellsFargo Bank – Charlotte, NC

Responsible for the deployment and desktop support for the Wachovia Bank -Wells Fargo Bank computer systems conversions (hardware and software).

Responsible for the complete Migration of the Executive Laptops and Desktops from Windows XP to Windows 7 using the Microsoft Deployment Tool ( MDT, .vbs scritps and easy transfer tool ).

Moving all data including all applications and fixing all problems.

Installed software, modified and repaired hardware and resolved technical issues.

Help Desk and Desktop Support Technician 01/2008 to 11/2011

Information Control Systems Inc – Charlotte, NC

Supported 500-700 users and 1,500-2,500 complete computer systems both desktops and laptops including software, monitors, printers, scanners, fax machines, copiers, routers, servers, and switches in a 5 building hospital environment with over 100 outside clinics.

Provided computer hardware/software installation, maintenance, server maintenance, trouble ticket resolution and root cause resolution maintaining all computer systems.

Troubleshoot, diagnosed and repaired all technical issues such as basic network connectivity, reset passwords, imaging, backup and restore initiatives.

Supported and maintained all servers within the network.

Used Active Directory to solve password / login issues only.

Remotely connected to users using Dameware/PC Anywhere to solve Tier 1 problems.

Used Ghost to image and/or reimage computer systems over the network or at the user's desk.

Provided over the phone and onsite break/fix solutions on all devices and simple networking issues.

Used Remedy Ticket Tracking System and the knowledge database to help track and solve trouble tickets in a timely manner with professional customer service at all times.

Utilized Microsoft Windows XP, Vista and Windows 7.

Resolves 30-50 calls a day on average that needs technical resolution of Tier 1 and some Tier 2 issues.

Computer Technician / Technical Support 01/2005 to 11/2007

PC4 Inc – Charlotte, NC

Installed, Tested, Built, Deployed Desktops, Laptops, Printers, Monitors, Phone Systems, Microsoft Applications and POS Equipment.

Supplied Technical Support (Phone & Face-Face assistance) for all equipment.

Co-Supervised a 1,500 complete computer system deployment including 1,500 printers in 10 different locations.

Increased production output from 5 desktop computer installs a day to 10-12 installs a day by eliminating waste.

Tier 1 and Tier 2 phone support on 50 calls a day on average.

Education

Associate of Applied Science: Electronics / Computers

DeVry Technical Institute - Woodbridge, N.J. 1979

Coursework in Information Technology and Computer Applications

Associate of Applied Science: Computers

TECHSKILLS, Inc - Charlotte, N.C. 2007

Coursework in Computer Science and Engineering

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