Technical Support Customer Service

Bob Devan B.Sc., MCSE, A+

Boynton Beach, FL. ****3

*******@*******.*** Phone: (609) 254 - 8006

PC & NETWORK PROFESSIONAL

Technical support specialist with ten years of experience diagnosing and resolving technical problems in a multi-user environment. Advanced knowledge of Windows OS, Microsoft Office, Outlook Exchange e-mail client, Internet access, Network connectivity, LAN and WAN systems.

Customer service orientation ensures users receive prompt, effective, and courteous service. Demonstrated ability to independently recognize, isolate, and resolve complex technical problems. Quickly learn new applications and communicate technical knowledge to end users at all levels.

AREAS OF STRENGTH

TECHNICAL / USER SUPPORT – HARDWARE / SOFTWARE UPGRADE TROUBLESHOOT - PRINTER REPAIR – TRAINING & DOCUMENTAION.

PROFESSIONAL EXPERIENCE

Jupiter Medical Center – Jupiter. FL Nov 2015 – Aug 2016

G4S Secure Solutions - Jupiter.FL.

ReliaBill Solutions -Delray Beach.

Technical Support Analyst

Provided Desktop support,

PC imaging using Acronis, Ghost, Paragon configuration & Deployment,

Install, Troubleshoot Printers and Scanners issues in a multi user environment.

Create AD, Office 365 email accounts, AD and AS 400 password change / reset.

Dept. of Children & Families – West Palm Beach. FL June 2014 – Sept 2015

Desktop Support

Provided remote and On-site End user support in a multi user environment.

Troubleshoot hardware, software, Printers and Scanners.

Resolved LAN connectivity issues.

Active directory Password reset and basic troubleshoot

Installed and troubleshoot Office suite including Office 365.

Migration desktop systems from XP to Windows 7.

Experience with Service Desk ticketing, successful resolution up to 80%.

Extensive experience with Team viewer, Lan sweeper, Damewear, and LANDesks remote control tools.

Install and configure Aventail, Nortel VPN software.

Installed, configured, and troubleshoot Avaya phone systems.

TEK systems - Ft. Lauderdale, FL. Jan 2012 - May 2014

IT Consultant

Performed work at various client sites including Dept. of Children & Family, Palm Beach County Clarke’s Office, Holy Cross Hospital and Jupiter Medical Center.

PC imaging using Acronis, Ghost, Paragon configuration & Deployment,

Active Directory to create user accounts and reset passwords.

Sunoco, Inc. – Lester, PA Jan 2011 - Aug 2011

Technical Network Analyst

Analyzed and provided technical support to Sunoco dealers and Field Technicians with issues around Point of sale (POS), Network and Credit card processing systems.

Provided recommendations and modifications to system designs to improve reliability of dealer equipment as needed.

Identified repeated issues and proactively took corrective actions to ensure the POS network systems are reliable.

Center for Family Guidance – Marlton, NJ Feb 2007 – Aug 2010

Technical Support Specialist

Provided support to end users with issues in windows / MS Office environment. Supported the Chief technology officer with the smooth running of the company network systems.

Designed, configured and installed network systems for new company offices.

Ensured all new user accounts are created, setup and working correctly.

Responsible for tape backups for the Exchange and Application servers.

Provided support for setting up of AV equipment also configured PDA / Smartphones.

Responsible for Comdial & Avaya phone system used by the company.

EDUCATION AND CERTIFICATIONS

Microsoft Certified Systems Engineer.

A+ Certified Technician.

Completed CCNA course

BS. Electrical Engineering.

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