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Customer Service Desktop Support

Elmira, New York, United States
October 28, 2016

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Blane "E" Ward

*** ********

Elmira, NY *****



To work in a fast paced environment that provides challenges and growth opportunities.

Skill Areas

-Telephone Techniques -Public Relations -Customer Service

-Office Skills -Computer Savvy -Communications


Endeavor Service Group:

Desktop Support Specialist Printer repair Specialist March 2014 to present

Responsible for installing toner and repairing printers for all Guthrie Hospitals. Also taken care of the computer store incoming clients, repairing personal computers printer scanner cell phone etc. On a daily bases on drive to all Guthrie location to install toners and repair printers and to service ups systems. I also do go to client location to trouble shoot network problems desktop repair and to trouble shoot any hardware issue. A Power user in Salesforce to create cases. I use LogMeIn remote access to trouble shoot customer problem and to help install and correct PC issues. Access Active Directory to change password and unlock users names and add Drive mapping etc.


Desktop Support Specialist

Provided daily IT/Tech Support for about 275 employees. Purchased all new computer systems including printers, faxes. Setup new uses in Active Directory, added new users to groups. Installed all new software upgrade, including updating about 100 computers for Windows XP to Windows 7. Upgraded 100 computer systems to Microsoft office 2013, setup new mail accounts. Was responsible for setting up new user computer and accounts. Whenever new computer was purchase I was responsible for moving all user data and hard ware to the new computer.

Philips Lighting Corporation Aug 2004 to May 2012

Computer Technician, Network Administrator Trainee.

Provide daily IT/Tech support for over 350 employees. Research, purchase, install, maintain and repair all hardware and software packages utilized in the production and administration areas of the plant. Train staff in the efficient utilization of all Network systems. Set up print servers and group policies. Program Cisco switches and routers. Activate data ports and phone connections. Set up Printers, Fax machines, and any other repairs under contract.

Jackson Hewitt Tax Service March 2003 to March 2004

Processing Center Supervisor

Directly supervise the activities of Theory Checkers, Books Clerk, and Assemblers. Coordinate and monitor weekly tax season work schedules to maintain the back-office productivity level. Verify that tax returns are being assembled properly. Handle Associates complaints. Maintain confidentiality of all client and Company Information. Confirm 8453's are checked for acceptance and mailed to the IRS on a daily basis, Confirm errors on rejected returns are being fixed and reported to customers in a timely manner. Maintain EFINs in compliance with IRS e-file regulations.

Corning Inc. Jan 1991 to Oct 2001

Computer Technician

Responsibilities included supporting 150 desktop computer users on a daily basis, including the installation and upgrade of all the latest software packages, memory, modems, and network cards. My responsibilities also included purchasing all computer equipment, printers, fax machines and any other equipment to allow the user the best tools to be effective and efficient in his or her position. I was responsible for connecting computers to the Coming network and monitor all systems on a daily basis.


Santa Monica College – Santa Monica, CA

Tenn. State University

Career Summary

Accomplished Desktop Support Specialist with a proven ability to upgrade and repair computer system that support key initiatives that reduce operating budget in the IT department for major Corporations. Recognized as an expert in applying financial concepts to asset management and decisions. Well known as highly detailed and very motivated desktop support specialist.

Areas of Expertise

Ticket Process Systems

Hardware and Software expertise

Customer driven

Analyzing hardware/systems problems

Customer communication

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