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Customer Service Help Desk

Monterey Park, California, United States
October 26, 2016

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Henry Thompson Jr.

Computer Technician/Help Desk

Home: 714-***-**** Cell: 714-***-****

Professional Skills:

Computer technician and help desk expert with years of experience at troubleshooting, investigating and resolving complex problems. I have experience working on Windows and Mac operating systems, network and VPN configurations. I am a team builder and supporter with my main focus on providing the highest customer satisfaction.

• Testing and Troubleshooting • Customer Service Oriented

• User Trainer and Documentation • Collaborate Work Style

• Quick Learner • Creative Thinker

• Detail Oriented • Effective Communicator

Equipment and Software Knowledge:

• Windows and Macintosh Operating Platforms • Email (Lotus Notes, Outlook)

• Audio and Video Equipment • Adobe Suite Applications

• VPN, Wireless and Remote Network Knowledge • Microsoft Office

• Desktop, Laptop and Mobile Device Configurations

• TCP/IP Network Configuration, monitoring and support

Work Experience:

Still Moments, Southern California February 2013 - Present

Freelance Photographer and Cinematographer

Providing high quality photography and video coverage

Specialize in service for Private and business events, headshots, fashion, sports, etc.

Delivered quality customer service in person and remote.

Pacific Life Insurance, Newport, CA June 2013 – January 2014

Tele-conference/Computer Technician

Facilitated over the configuration, maintenance and upgrade of all the audio and video conferencing equipment for multiple conference rooms with an up time of 96%.

Quickly learned the functions of both GoTo Meeting and Microsoft Lync and became the advocate of both.

Created and provided learning documentation and personal training for senior management, and administrator assistance.

Collaborated and assisted the marketing with photography and video equipment and usage.

Assisted with the creation of in-house videos, bulletins, and Adobe upgrades.

Page 2 of 2, Henry Thompson Jr.

Southern California Edison, Rivergrade, CA December 2005 – April 2013

Senior Desktop Technical Engineer

Created interdepartmental partnerships built on trust, integrity and hard work.

Worked with vendors and senior management to identify complex issues, and resolutions.

Took initiative to identifying potential issues, introduced new technology and methods of performing tasks to improve customer satisfaction and to lower department financial costs.

Department supervisor responsible for overseeing employee workload and the training.

Resolved issues with McAfee Encryption, N.A.C. corruption and the reimage of devices.

Provided additional afterhours (6pm-6am and weekend) technical support to DOCC.

Supported Citrix Users located in India and other overseas locations with profile syncing and configuration.

Responsibility of provisioning new Blackberry and IPhoneuser accounts.

Assistant Project Manager in the implementation and upgrading of Lotus Notes 6.5 to Lotus Notes 8.5.

Provided vital feedback to the project team of potential problems, which led to the successful upgrade of Lotus Notes.

Tele-Conferencing Site Administrator for the Webex, Lotus Notes Sametime Meeting and Verizon Conference applications.

Answered, resolved or escalated incoming client calls in a timely manner.

Education and Training:

United States Navy Honorable Discharge

Veteran with Honors

University of Phoenix, Bachelor of Science, Information Technology

Fountain Valley, CA

Bellsouth Communication Help Desk I and II Certification

Alpharetta, GA

Irvine University Project Planning and Implementation

Irvine, CA

Intercourse College, Associate of Arts in Multi-media

Orange, CA

Shelton Fire College, Associate of Science, Fire Science & Firefighting

Tuscaloosa, AL

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