Technical Support Customer Service

STEVEN M. SMITH

*** ****** ** ******, ** *****

319-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Desktop Support Specialist with over eight years of solid practical experience in technical support, networking, and troubleshooting environments. Possesses programming knowledge in multiple computer languages, along with excellent customer service and the ability to learn new concepts and technical skills quickly.

TECHNICAL SKILLS

Operating Systems: Microsoft Windows: Server (2003, 2008), Client (Windows 2000, XP, NT, 98,

95, DOS, Vista, 7,8), Active Directory; Novell Netware, Mac OS X, Suse Linux Enterprise Server 11,

TCP/IP configuration

Network Infrastructure: LAN: TCP/IP, DNS, WINS, DHCP Bay Stack switches and hubs, VPN,

Firewall; DSL, Dial-up, network wiring

Hardware: PC desktops, laptops and servers, from Dell, Compaq, Gateway, HP and IBM\Lenovo;

network cables, Terminal Servers, network printers and print servers, Cisco routers and switches

Applications& Programming: Microsoft Office (2003, 07, 1013), Visio, Project, Lotus Notes, Microsoft Exchange, Symantec Ghost, Microsoft RIS, VMware(6.5, 8), joinme.com, RDP, MS Outlook, IE8, IE9, SCCM software deployment

Work History

Desktop Support

Bear Staffing 2016- 2016

Cedar Rapids, IA

Responsible for keeping my tickets up to date and to keep in contact with user

Helped keep inventory up to date and shipped back equipment when necessary

Researched and found solutions to issues that I hadn’t seen before

Setup computers for users when needed, and backed up and restored their data

Responded to telephone calls, emails, and personnel requests for technical support; identified, researched, and resolved technical problems and ensured timely resolution and follow-up.

Desktop Support 2015- 2016

Pyramid Consulting Cedar Rapids, IA

Installed and performed repairs to hardware, software, and peripheral equipment following design or installation specifications

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, and appropriate software.

Conducted data transfers users getting new pc’s or for pc’s that have been re-imaged

Setup pc’s for new users to ensure the pc’s have all updates, are in appropriate groups, as well as setting up Outlook email account by using pre-created image files stored on USB drive.

Used Active Directory to reset passwords, look up equipment, and check group policy

Desktop Support

2013-2014 North Liberty, IA

JMI Labs

Responded to telephone calls, emails, and personnel requests for technical support; identified, researched, and resolved technical problems and ensured timely resolution and follow-up.

Trained users in the proper use of hardware and software as necessary.

Documented technical and non-technical solutions and processes.

Created and managed Active Directory user, computer accounts, and group policies.

Guaranteed servers were continuously up and running, performing updates, and other upkeep, as needed.

Responsible for implementing cloud-based backup system and setting security policy

Intern 2013 –2013

Intermec Technologies Cedar Rapids, IA

Re-imaged user’s pc’s to eliminate viruses or other destructive malware using Ghost.

Assisted with remote tickets for people working from home or in the field using remote support tools, such as join me or RDP.

Conducted data transfers for users getting new pc’s or for pc’s that have been re-imaged with Windows 7 by using Easy Migration software.

Setup work areas for new users to ensure voice and data connectivity by working with telecom team and verifying all cables plugged into back of VOIP phone correctly.

Researched solutions for problems by using search engines and equipment manufacturer forums..

PC Technician 2010 –2013

Wilson Computer Services Vinton, IA

Conducted diagnosis for resolving pc issues with desktops and laptops and helped diagnose network bottlenecks to resolve in a timely fashion

Performed searches for finding fixes to issues through search engines, forums, etc and applying those fixes.

Operated searches for new equipment when needed, including installation of new equipment

Assembled custom length network cables when needed, and verify they worked correctly

EDUCATION

Master of Information Technology 2014-2016

American InterContinental University Schaumburg, IL

Specialization in Information Assurance and Security

Bachelor of Arts in Management Information Systems 2001-2003

Upper Iowa University Fayette, IA

Graduated Summa Cum Laude

CERTIFICATIONS

A+ Certified IT Technician, June 2006

Network + Certified Technician, March 2007

MCP Certified Technician, May 2009

Security + Certified Technician, June 2010

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