Customer Service Technician

Objective:

Obtain a position with a company where I can maximize my over 8 years of expansive technical skills and experience obtained through working on large scale software and hardware highly important projects. Where creative thinking along with problem solving and sound decision making are needed to complete the task. Also to display my quality workmanship professionalism and attention to detail along with excellent communication and customer service.

Education:

A+ IT Technician Certification June 2009

New Horizons Computer Learning Center

MOS Outlook Certification April 2010

New Horizons Computer Learning Center

Business Management Dec 1995

University of Maryland/PG Community College

Technical Experience:

Imaging hard drives and data transfer on large scale quality imperative time sensitive projects where time is of the essence

Software installation configuration and trouble shooting of application crucial to the work environment

Experience with XP and Windows 7 installation configuration and trouble shoot issues with a variety of factors

Troubleshoot & installation of various printers, scanners and label makers, also well versed in the configuration of these peripherals

Remote installation configuration and assistance of offsite users with trouble shooting issues with applications or hardware malfunction

Active Directory experience with user account and equipment status also addition or removal of authorized devices

Technical Courses:

A+ IT Technician - Network +

CCENT/CCNA - MOS

Work Experience:

Knight Point Systems/HP (FDA Contractor) – Data Security Analyst Nov 2015 – May 2016

Foreign Travel team

Provided secure laptops and Blackberry’s for travelers

Scanned equipment once back and extract any data needed from trip

Assisted travelers with any equipment or software issues

Imaging and software install of Foreign Travel computers

Tracking and documenting of equipment

Maintaining/updating of monthly trips

Telesis/HP (FDA Contractor) – Data Network Analyst Jan 2015 – Nov 2015

Providing first level incident response to security related incidents and monitoring, triaging, and escalating to the proper team members as required.

Providing troubleshooting efforts for incident isolations on Windows, UNIX, Network, VOIP, WIFI and other infrastructure systems.

Network Security and user filtering through Websense

Proactively monitor alarms within Solarwinds, NetIQ, CA Spectrum and various security monitoring products.

Coordinate and host conference calls and escalation bridges with internal customers and senior management.

Coordinating circuit access with Verizon and site point of contact for troubleshooting and repair.

EnSoftek (FDA Contractor) – PC Installation Technician Nov 2013 – Nov 2014

Backup and transfer of users data by various state of the art and innovative technologies for the highest quality of customer ease of transition and technician configuration and issue resolution

Installation of customer software using Microsoft SCCM 2012 R2 and configuration of application on an as needed basis and any add-ons or updates that may be required, also peripheral installation and configuration for users equipment

New customer equipment setup and configuration of new accounts and network access ability, also any peripherals and configuration that may be needed after testing the functionality of equipment

Human Touch (FDA Contractor) - Tier 1 & 2 Technician July 2010 – Nov 2013

Assist over 18000 personnel with various request and issue resolution with equipment or account, diagnose issue research a timely solution and take appropriate action to resolve issue and get the customer working

Imaging hard drives on new and reused equipment with the appropriate image for center that the equipment will be used and the software needed for the user to complete their project

Experience installing and diagnosing issues researching and correcting configuration or problems with XP and Windows 7

Printer/Scanner Label maker setup installation configuration and testing of new and refurbished equipment

In person and remotely assist users with software and peripherals installation and trouble shoot repair or replacement opportunities

Diagnose issues and configuration problems of applications then correct or research and implement a solution for the customers issue to get resolved by the appropriate technician

VPN configuration /connection for both onsite and offsite users and trouble shooting and resolve connection issues through Tier I or Tier 2 technicians

Active Directory account management for authorized users, unlocked and enable users after going through the proper protocols

VOIP Phone configuration and trouble shooting for both hard phone users onsite and softphone customer working at a remote location or offsite, diagnosed and configured/repaired or escalate to proper Tier 2 or Telecom technician

LAN software configuration and trouble shooting

Assess and resolve LAN and WAN connectivity issues

Optima Business Solutions – Technician June 2006 – July 2010

Installing XP and Windows 7 OS on existing customer workstations and laptops, also some basic training on functionality of the newly installed operating system.

Software installation and configuration of any purchased software application and quick overview, virus protection install along with best practices along with helpful tips

Workstation setup and configuration of all software applications and peripherals needed by the customer, data transfer and recovery if needed from replace workstation or external drives

LAN and WAN hardware installation configuration and trouble shooting

Exit First Realty – Realtor July 2005 – July 2010

Evaluating listings and researching residential and commercial properties

Soliciting business thru professional and courteous customer service

US Navy – Digital Technician May 1987 – May 1991

Connection of communication circuits

Performing preventive maintenance work

Reference available upon request

Contact this candidate