Technical Support Customer Service, PC Technician, Network Engineer

JARVIS M BOYKIN

Home 301-***-**** **** Linden Oaks Ave.,

Durham, NC 27713

******.******@*****.***

Objective

Experienced technical support specialist with proven contributions to project design, enhanced system functionality, and end-user productivity, seeking to expand into an IT or IS support role. Profound customer-focused with capability to provide innovative solutions and resolve technical challenges that reside well within clients' financial and timely framework.

Summary of Qualifications

Technical Support Hardware/Software Maintenance

Telecommunications Troubleshooting

Problem Resolution

Customer Relations and Support

Routing and switching

network Administration

TCP/IP Protocols

Active Directory

Experience

Tier 1.5 Network Engineer 01/2016 to 12/2016

Insight Global Morrisville, NC

• Triage initial alarms and assign the incident to the appropriate priority and queue.

• Receive calls and tickets from Customer Helpdesk.

• Resolved customer complaints and concerns with strong verbal and negotiation skills.

• Monitor customer network for alarms via Management Application Platform (MAP).

• Displayed courtesy and strong interpersonal skills with all customer interactions.

• Validate accurate/complete incident information from end customer.

• Researched, documented and escalated cases to higher levels of support per internal procedures.

• Initial troubleshooting with First Call Resolution (FCR) > 50%.

• Assist Tier 1 engineers with difficult calls and incidents.

Deskside Support Engineer 08/2015 to 01/2016

BASF Global Durham, NC

• Maintains, analyzes, troubleshoots and repairs computer systems, hardware and computer peripherals.

• Documents, maintains, upgrades or replaces hardware and software systems.

• Supports and maintains user account information including rights, security and system groups.

• Record, track and document the help desk request problem solving process including all successful and unsuccessful decisions made and actions taken through to the final resolution.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups and configuring systems and applications.

• Access software updates, drivers, knowledge bases and frequently asked questions resources on the internet to aid in problem resolution.

Technical Support Specialist 08/2013 to 08/2015

Durham Technical Community College Durham, NC

• Manage and support 300 employees networked computers, providing 1st and 2nd level helpdesk support for Windows 95/98, Windows 7, 8 and 8.1 applications. Proficient in MS Office 2000 (Access, Word, Excel, Outlook, PowerPoint)

• Achieved consistent customer satisfaction by providing strong customer service and communication skills.

• Followed written and verbal instructions paying attention to detail in completing all assigned tasks successfully.

• Work independently or as a team member as necessary.

• Utilize ticketing system when necessary.

• Troubleshoot, analyze and resolve complex technical problems utilizing advanced resolution procedures.

• Install and maintain PC hardware, operating systems, telecommunications and application software.

• Build images for desktop and laptop PCs by installing software that performs data migrations and restorations.

• Perform troubleshooting of computers and printers, LAN, server and connectivity issues.

Central Office Technician 10/1988 to11/2010

Verizon Washington, DC

• Provided excellent customer service over the Verizon Washington Metropolitan switches.

• Coordinated trunk testing with phone vendors to troubleshoot possible problems.

• Found interim solutions to minimize the impact of issues on the business.

• Provided technical support to both in-house staff and user departments for all Directory Assistance applications.

• Monitored and maintained switching equipment, mainframe wiring for POTS and special circuit line testing.

• Applied software upgrades and software fixes through software patches.

• Facilitated focus groups, surveys and seminars for management and associate training on DMS 100/200 Traffic Operator Position System (TOPS).

Education

Associate, Network Technology 2015

Durham Technical Community College Durham, NC

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