Customer Service Technical Support

SUMMARY OF QUALIFICATIONS

Quality focused IT professional with Associate in Applied Science Networking/Security plus 12 years of experience as systems technician and software/hardware support specialist. Proven ability to create, and deliver solutions that meet organizational objectives tied to business and technology performance. Comfortable operating in a wide range of platforms and environments. Effective communicator; able to explain complex process in easy-to-understand terms for end users. Skilled in proactive identification and resolution of critical systems/network issues. Worked in teams and in a self-directed environment to deliver outstanding service, exceeded expectations and build long-term relationships.

Management Skills

Supervised and trained three employees, scheduled work hours, and resolved conflicts.

Customer Service Skills

Worked in teams and in a self-directed environment to deliver outstanding service, exceeded expectations and built long-term relationships.

EMPLOYMENT

ITS Analyst/Desktop support January 2016 – July 2016

Avanade, Seattle, WA

Developed excellent rapport with customers through attention to detail by defining needs and providing effective service and solutions.

Provided technical support for hardware and software issues to internal and external users.

Met deadlines in a fast paced environment. Deploy Dell laptops and Microsoft Surface Pro 2, 3 and 4.

System Upgrades, System Image, Software Diagnostics, Hardware Installation, Hardware/Desktop Configuration, PC Maintenance and Repair.

Managed Active Directory, Group Policy and asset management system.

Desktop support February 2011 - December 2015 Barrister Global Services Network, Inc., Hammond, LA

Provided exceptional customer service for on-site clients.

Talked to customer over the phone and resolved customer issues.

Diagnosed, installed, upgraded, configured, and repaired computer systems and printers.

Computer Lab Technician (RSE) December 2014 - June 2015

Olympic College, Bremerton, WA

Installation of new Dell computers, created and deployed a new image using WDS.

Configured network, installed and updated system and software, replace parts, troubleshoot, setup and maintain computer labs of 31 computers, DHCP.

Created a hardware and software documentation of the computers in the lab.

Assisted students with homework and gained experience with Windows, Mac OS X, and Linux operation systems.

Installed and used extensively Microsoft Visio, Word, Excel and SharePoint.

Substitute Bus Driver/Truck Driver February 2004 - October 2011

Central Kitsap School District, Silverdale, WA ThyssenKrupp TMX Aerospace, Kent, WA

Central Transport Int. Hayward, CA Inline Distributing Co., Hayward, CA

FedEx Home Delivery, San Jose, CA

Technical Support Specialist December 2003 - August 2004

AITS Systems, Dublin, CA

Installed POS system and assisted the customer to operate a new system.

Received, researched, and troubleshoot incoming requests and prioritize accordingly.

Repaired and upgraded hardware and software for POS systems.

Developed procedures for testing reliability and stability of POS software for network environment.

EDUCATION

Olympic College, Bremerton, WA Associate in Applied Science, Networking/Security Graduation Date: 6/2015 GPA: 3.97

University Federal of Minas Gerais, Brazil Associate in Applied Science, Programming Development Graduation Date: 12/2000

Cotemig-Technical College, Brazil Associate in Applied Science Electronics

Graduation Date: 12/1987

CERTIFICATIONS

CompTIA A+

Network Pro (Testout)

Information Systems Security

Microsoft Windows 2000 and Server

Microsoft TCP/IP

LINUX Operating Systems

HONORS

President’s list, 2013-2015 Phi Theta Kappa Honor Society Member Olympic College

ADDITIONAL INFORMATION

Member IEEE, Computer/Digital Forensics seminar, Edmonds, WA

Linux LinuxFest Northwest 2015, Bellingham, WA

Contact this candidate