Customer Service Technical Support
Resume:
Dale Caesar
Ocoee, FL *****
*********@*******.***
Areas of Expertise:
Cisco Routers and Switches
TCP/IP Protocol
LAN
Microsoft Office/Exchange
MTS
Help Desk Support
CCNA
A+ Certification
Active Directory
Network
Hardware Installation
Network PC Maintenance
Core Competencies/Years of Experience:
Analytical Technical Specialist adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Enthusiastic and self-determining professional with complex technical knowledge and strong leadership skills who excels in implementing and maintaining existing network systems.
Strong experience in all facets of troubleshooting, installations, and maintenance for various desktop and network operations, hardware, Microsoft operating systems and various software's.
Outstanding at problem solving and documenting hardware and software issues in a team environment.
Expertise in providing day-to-day Service Desk support including hardware/software break-fix, user account creation and removal, computer imaging, account unlocks, password resets, VPN connectivity, virus removal and network support.
Strong experience in imaging, deploying and migrating users on desktops and laptops on both physical and virtual systems in an enterprise level environment.
Support & break-fix activities include, and not limited, to the following: User login management, password reset, desktop/notebook support, peripheral device support, network connectivity, hardware & software upgrades, troubleshooting computer equipment malfunctions, new computer/device setup and user onboarding and training.
PROFESSIONAL DEVELOPMENT/TRAINING
Professional Development/Training/Education:
Formal Education:
Skills Training/Certifications
Soft Skills Training/Certifications
Grand Canyon University - Bachelor of Science : Mathematics and Computer Science - Phoenix, Arizona
PROFESSIONAL EXPERIENCE
Verizon Wireless, Maitland, Florida Apr 2001-Dec 2015
Job Title: MTS-II End User Support
Status: Internal Only or Assigned as Contractor
Managed the computing and telephony needs of employees which included retail locations, business offices and network operations.
Resolved trouble-tickets related to hardware/software/network connectivity problems as well as Customer Service
Requests for new equipment and software installations.
Effectively managed medium scale projects to meet the growing demands of technology related to Retail Point of Sale systems, iPad rollouts, PC refreshes, Wi-Fi installations and MetroE conversions.
Address hardware/software/network connectivity problems Installation and configuration of router, switch, workstations, printers and fax.
Installed Microsoft Office, configured email accounts, and shared resources. Provided on-going technical support and service.
Florida region subject matter expert for Indirect Channel partnership which required routine/on-call system and hardware installations during non-traditional hours.
Diagnose and resolve problems related to the use of hardware, software, peripheral devices, and LAN/WAN connectivity
Top in field at providing front-line technical support to end users and technical personnel on a wide variety of applications and communication software
Utilize SCCM to deploy software to desktop and mobile devices systems in support of a major Windows Migration for many users.
Provided maintenance and installation of desktop systems to include laptops, printers, fax machines, hand-held devices, scanners, and other peripherals.
Loaded additional department applications, configured network settings, joined systems to the domain and migrated user e-mail accounts.
Installed, uninstalled, maintained, and updated Windows applications, programs, or third-party software
Worked closely with internal and external IT teams regarding escalated tickets and support issues
Image new devices; install all applications, drivers and accessories; map drives, configure printers, and applications.
Trouble Shoot Microsoft Configuration Manager Client issues via remote control and in person.
Successfully imaged and deployed desktops/laptops, as well as thin clients, docking stations, dual monitors; added to workstation and server domains.
Provide technical administration & support for network environment including multiple servers and workstations.
Efficient in setting up LANs (Local Area Network) trouble shooting and solving network problems, installing and configuring Servers and Workstation.
Provided second-tier technical support and resolution for internal customers and users on hardware, network, software, application, and system issues using a proprietary remoting tool.
Used active directory to resolve network issues with user accounts and administer GPO policies.
Followed methodology and deployment check list procedures including: mapping network drives, backing up and migrating data, adding network printers, navigating directory structure, installing applications, using a network share and CDs to deploy images and software packages, completing data integrity checking such as verifying profiles and files, adding computers to domain, updating antivirus definitions, verifying wireless service, and adding computers to correct organizational units.
Installation, configuration, support, and maintenance of all network printers.
Orange County Sheriff, Orlando, FL Sep 2000-Jun 2001
Job Title: Technical Support Specialist
Status: Internal Only or Assigned as Contractor
Provided technical assistance concerning computer hardware and software and telephone equipment issues.
Acted as a Help Desk coordinator and operator for logging, tracking, and resolving customer service requests. Ensured employees and supervisors were updated on the general status of problems.
Performed diagnosis and corrected technical and operational issues.
Researched, documented and escalated special issues to higher levels or vendors in accordance with internal procedures.
Developed expertise in various equipment and software applications through in-house and external training.
Installed and repaired mobile data computer (MDC) systems and related software.
Winter Park Tech, Winter Park, Florida 1996-2000
Job Title: Computer Instructor
Status: Internal Only or Assigned as Contractor
Educated and facilitated trainings in windows 98/95, Internet, Microsoft Office 2000/97, and additional software as needed.
Instructed trainings included: troubleshooting the PC, searching the Internet, PC maintenance, and installing hardware and software
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