Customer Service Microsoft Office

Kevin J. Laykin

** ********* *****, **********, ** 07882 908-***-**** ■*******@*****.*** ■www.linkedin.com/kevin-laykin

Accomplished Desktop Support Technician

An expert problem analysis/solver Customer focused Reliable worry free technologist

SUMMARY

Computer Support Technician with over fifteen years’ experience committed to excellent customer service.

Expertise in troubleshooting, problem solving and deployment of new and surplus hardware. Proficient sound business acumen with invaluable strategic outlook to provide timely, accurate, and insightful analysis to support decision-making. Strong interpersonal skills combined with resourcefulness allow me to deliver top-notch service in a timely manner.

QUALIFICATIONS

Microsoft Certified Professional (MCP) Committed to customer service

Excellent interpersonal skills Ability to work with minimal supervision

Conform and implement company standards Proficient in a multitask work environment

COMPUTER SKILLS

Skilled in Microsoft Office Suites, 2010 and 2013, (Word, Outlook, Excel, Access and PowerPoint).

Knowledge of Lotus Notes, Front Page, Sharepoint, Photo Editor, Adobe products, Google Apps and Active Directory.

Experienced in Outlook, on Exchange and O365 platforms.

Proficient with Windows 7 and 8.1 operating systems.

Completed the following Microsoft courses: Windows Applications, Microsoft Office Suite, Networking Essential, Windows 2000, NT Server, NT Workstation, Enterprise, TCPIP and IIS.

PROFESSIONAL EXPERIENCE

2016 to Present Robert Half Technologies

ERT

Desktop Support Specialist Bridgewater, NJ

Provide end user support by diagnosing hardware, software and connectivity issues for a quick accurate solution.

Image, configure, update and manage the installation and inventory of hardware and software.

Administer Active Directory, user and computer accounts, password setups and resets.

Accurately classify and document requests into corporate system for follow up and history inquires.

Work independently and in a global team environment to support the client needs.

Purchase hardware and software for client needs and requirements.

2013 to 2015 DUN & BRADSTREET

Desktop Support Technician EUC Technology, Asset Manager Parsippany, NJ

Ensured entire team was competent in the use of Samange and Snow inventory applications by creating Standard Operating Procedures (SOPs) and training other team members.

Provided accurate hardware inventory for D&B by rotating hardware stock to keep warranty status up-to-date and aligned with current usage.

Delivered excellent customer support on-site or remote on any technical hardware or software issue, by investigating and producing a solution in a timely manner to maintain customer’s satisfaction.

Trained end users on updated, hardware and software and provided reference materials.

Supported laptops, desktops setups through Systems Center Configuration Manager (SCCM), Microsoft Deployment Tools (MTD) to the specifications provided by the end user and department leaders.

Maintained client confidence and protected operations by keeping information confidential.

2010 to 2013 ACXIOM CORPORATION

Dun & Bradstreet

Senior Managed Desktop Technician Parsippany, NJ

Directed desktop support for 1000 + clients.

Interacted and trained various levels of divisional staff and clients on using hardware and software.

Provided support to all levels of management and worked at town hall meetings ensuring that everything was in order.

Workload originated from walk-ins, phone calls, Lync IM or from tickets generated by the helpdesk.

Deployed and redeployed hardware assets consisting of Lenovo T series laptops, HP SFF and workstation desktops on a 32 and 64-bit foundation.

Troubleshooted for Level 2 in-house and remote client’s hardware and software issues within a contracted timely standard.

Configured and maintained servers for testing and production use in a development environment.

Managed inventory surplus of new and depot assets for sales and non-sales D&B clients.

2002 to 2010 COMPUTER SCIENCE CORPORATION CSC

Dun & Bradstreet

Senior Desktop Technician Parsippany, NJ

Provided ongoing support to approximately 1500 in-house and international remote clients on a severity and time-based program that supports the companies Service Level Agreement (SLA).

Lead Technician on application installs, rollouts and desktop issues for the desktop group.

Controlled Asset Management on new and existing systems for Parsippany and remote offices.

Administrated for backend product Unicenter Software Delivery for software and patch deployment.

Configured servers for applications, home directories, data sharing and network printing.

Maintained surplus of assets for sales associates.

2000 to 2002 DUN & BRADSTREET Murray Hill, NJ

Systems Support Technician

Provided desktop support to end users on the following applications: Microsoft operating systems, Microsoft office suite, Oracle, Siebel, networking, and remote access in a NT, 2000 infrastructure.

Managed the daily tape backups of client data on servers.

Configured users on a local and global domain groups.

Installed and upgraded applications as needed.

Supervised the migration of users from Microsoft Mail to Exchange.

1999 to 2000 HOBBIE PROFESSIONAL STAFF MANAGEMENT Bethlehem, PA

Dun & Bradstreet

Desktop Technician

Provided technical support to users on Token Ring and Ethernet networks.

Installed and supported software and hardware on desktops and laptops.

Configured local and network printers.

Deployed new computers to clients.

EDUCATION

1996 to 1998 Information Computer Systems Institute, Associates Degree, Allentown, PA 1998

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