Customer Service Technical Support

Joseph Wilson

**** ***** ******

Lanham, MD, ****6

Email: **********@*****.***

Cell: 301-***-****

Technical Skills

Systems: Mac OS, Windows XP/ Vista/ Win 7

Databases: Service Desk, DE Request Database

Hardware: IBM-Compatible PC’s, Apple Macintosh, Dell PC’s / Laptops, Projectors Software: Microsoft Office Suite, Norton Ghost, ScandAll Pro, Sound Recorder

• Knowledge and skill of (Customer Service, Professional Presentation, Inventory Control, HVU-HUD Training Database, Project Management).

• Knowledge of computer hardware and software.

• Knowledge of principles and processes for providing customer and personal services.

• Time Management skills, Problem Solving and Computer Proficiency skills, Follow-up skills, verbal and written communication skills, Troubleshooting skills, Typing Skills (40 word per minute), Team Player and Self-motivated. Professional Experience

Prince George’s County States Attorney’s Office

Demonstrative Evidence Assistant, September 2014-Present

• Set-up and breakdown audio/visual equipment used during trials, trainings, and meetings.

• Handle the duplication of case evidence retrieved on CD’s, DVD’s, thumb drives, smart devices, and paper originals.

• Monitored the Demonstrative Evidence Request database to schedule, track and complete ongoing Demonstrative Evidence Requests.

• Scanned and printed evidence photos.

• Mounted and trimmed medium to large trial exhibits.

• Delivered evidence in and around the State’s Attorney administrative offices and during ongoing trials in courtrooms

Research Technology Associates, Upper Marlboro, MD Help Desk Technician, April 2013-May 2013

• Volunteered at the MarketPro Show in Fort Washington, MD at Rosecroft Raceway.

• Installed and performed minor repairs to hardware and peripheral equipment.

• Analyzed and diagnosed customer’s computers that needed repair.

• Applied critical thinking and basic knowledge to identify problems to customer’s computers.

• Detected and eliminated viruses, malware and spyware.

• Installed various software and operating systems.

• Backed up customer’s files.

• Replaced and installed various hardware.

Department of Housing and Urban Development

Help Desk Technician (GS-2299-04 Step 2), June 2009-December 2012

• Reviewed the service desk system for tickets for upcoming meetings which required the use of laptops, projectors, and other equipment.

• Set up laptops and projectors for official meetings for managerial staff, directors, and top HUD officials.

• Provided technical support for teleconferences, webinars and distance-learning classes.

• Supported in the installing of scanners, printers, and Multi Functional Device’s to customer’s PC’s.

• Monitored service desk for incoming/outgoing tickets on a daily basis.

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

• Assisted with installation and the relocation of IT workstations, servers, peripherals and networks.

• Answered user inquiries regarding computer software or hardware operation to resolve problems.

• Maintained records of problems and remedial actions taken, or installation activities.

• Installed, imaged, configured, upgraded, and maintained computers, printers, and peripherals.

• Secured computers and assets to prevent theft, damage and accidents. Education

Prince George’s Community College

Largo, Maryland

Associate’s Degree: May 2014

Major: Computer Information Systems

University of Maryland University College

Largo, Maryland

February 2015-Present

Major: Cybersecurity

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