Customer Service Help Desk

JOE CLYMER

Sacramento, CA

Phone: 916-***-****

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

Job Objective

Seeking a Technical Support or Customer Service position.

Summary

Provides superior Customer Service with over 20 years experience using my excellent troubleshooting skills and my ability to quickly learn about new hardware or software, makes me an ideal candidate for a Technical Support position. Many years of experience supporting a large variety of software (MS Office, Internet Explorer, Active Directory, SCCM, industry-related applications, etc.) and hardware systems over the course of my career as an IT Support Technician. Reliable, extremely good with customers both on the phone and in person.Very positive, outgoing, energetic, personable and presentable. Detail-oriented, professional, and works well individually or on a team.

Experience

Desktop Support

California Horse Racing Board as a DSI Contractor 10/16 – 12/16 Sacramento, CA

Replaced their Windows 7 32-bit systems to Windows 7 64-bit for 40 Users.

Backed up user's profile using Windows Easy Transfer and noted additional apps, mapped drives, and printers. Also redirected their document folders to their P: drive and copying everything to the P: drive.

Reimaged using SCCM list by model number and department.

Installed additional applications such as Skype, Acrobat Pro 9, etc. Also running updates (Acrobat, Java, Flash, Shockwave, etc).

Installed printers and providing Technical Support, as needed.

Electronics Department Associate

Wal-Mart 09/16 – 11/16 Rancho Cordova, CA

Assisted customers with determining which computer, laptop, tablet, monitor, printer, etc., best suits their needs and budget. Windows 10 and Android devices.

Provided excellent Customer service to all customers of varying Technological skills.

Assisted with inventory control, POS transactions (of various kinds), and zoning (setting merchandise up for best aesthetic impact).

Networking Support

Hewlett Packard as Randstad Contractor 06/16 – 08/16 Roseville, CA

Broke down, moved, installed, cabled, configured, tested and troubleshooting network equipment then entered data into Lab Manager software/database for configuring virtual test environments for tier 3 Network Engineer support.

Network equipment including MVR's, switches, routers, console servers, Ethernet and fiber connections, etc.

Computer Lab Assistant

Volunteers of America 07/15 –06/16 Mather, CA

Assisted users with use of Windows 7 computers for job search, online applications, creating profiles, etc.

Trained students on MS Office Suite to create spreadsheets, cover letters, document templates, etc.,as well as Internet Explorer, WinResume, etc.

Assisted with hardware issues (computer, monitor, printer, scanner, etc), log on, and network connectivity.

Desktop Technician

VSP as CompuCom Contractor 06/14 - 06/15 Rancho Cordova, CA

Coordinated and resolved ServiceCenter (ServiceNow) Help Desk ticketing system submitted by Help Desk, phone, walk-ins, and email.

Assisted over 2000 customers on Windows 7 computers including: new employee setups, moves, hardware and software orders, installations, upgrades, reimaging using Ghost, and troubleshooting.

Supported computers, laptops, printers, MFPs, monitors, MiFis, tablets, etc.

Deployed, troubleshooting, reimaged systems, trained, worked with vendors for support and device replacement.

Assisted customers face to face and over the phone and remotely using Bomgar, VNC, and RDC.

Using inventory control process and emails, ordered systems as needed and stocked, tagged, and tracked miscellaneous parts (cables, mice, keyboards, etc.).

Computer Technician

Kuni Auto as Volt Contractor 11/12 - 12/12 Roseville, CA

Migrated data for 62 employees from existing Windows XP profile to new profile/user name on Windows7 systems.

Installed software, set up network printers and mapped drives under new profiles.

Troubleshooted, researched, resolved issues: software (updates, settings, etc,), hardware (updates, drivers, etc.), and data recovery.

Trained customers in navigating through new OS and applications.

Computer Support Technician

Pride Industries 10/11 - 06/12 Roseville, CA

Coordinated and resolved Help Desk ticket assignments submitted by phone, email and walk-ins.

Assisted over 400 customers including: new employee setups, moves, hardware and software orders, installations, upgrades and troubleshooting. Migrated customers from WindowsXP to Windows 7.

Supported computers laptops, printers/MFPs, monitors, and Mac OS X, Android and iPad tablets, Android and iPhones. Ordered, deployed, troubleshooting, swapped, trained, worked with vendors for support, negotiated contracts, order tracking, and device replacement. Assisted customers face to face, over the phone, and remotely using RDC, etc.

Ordered and received equipment, entered into inventory control system, notified technicians equipment arrived via Remedy ticketing system and email.

Packaged and prepared shipping labels and pickup schedules with vendors and carriers for warranty repair or replacement.

Desktop Support

HP as Collabera contractor 07/10 - 10/11 Rancho Cordova, CA

Coordinated and resolved Remedy Help Desk Tickets and Work Order requests received by phone, email, and walk-ins, utilizing Bomgar and RDC.

Supported over 300 customers with WindowsXP and Windows 7 desktops and laptops, as well as printers, monitors, scanners and network connectivity.

New employee setups and training as well as system upgrades, rebuilds, reimaged using Ghost, etc.

Received IT/computer equipment into the warehouse, unpacked, entered into Asset Management Excel spreadsheet and tagged for delivery to appropriate IT department for deployment. One of very few who had access to a secured equipment area to better track equipment.

Desktop Support Technician

Sutter Health 10/07 - 12/09 Mather, CA

Supported over 800 customers: new employee setups, moves, hardware and software orders, installations, upgrades and troubleshooting, including WindowsXP, Microsoft Suite applications, eHR, VMware, etc.

Coordinated and resolved Help Desk and Work Order requests received from Remedy submitted by phone, email, and walk-ins.

Supported desktops, laptops, monitors, scanners, projectors, all printer-types, BlackBerry devices, etc.

Provided input on issues such as improving efficiency of work flow, ordering processes, distribution of workload, data security, asset management, etc.

Maintained Asset Management documentation, submitted orders for, and received,computer equipment. Tagged equipment with copy of ticketing system work order and untagged if equipment was not needed, then packaged and shipped to vendor or absorbed into inventor, updated inventory control.

Security Systems Administrator

Wells Fargo/Wachovia 04/98 - 03/07 Charlotte, NC

Supported 110+ systems: Dell, HP, Toshiba, and IBM systems.

Supported 300+ users with varying computer skills over the phone and remotely 24/7/365.

Assisted with Active Directory issues such as, new user logon accounts,password resets, add/remove permissions, etc.

Installed, troubleshooting and supported common business applications including MS Office Suite, Lotus Notes, 123 and Sametime, Remote access, IE, Windows95, NT and XP, Remedy and ServiceCenter, PDA apps, NetOp and Remote Desktop, Juniper, Audio Visual apps, Honeywell, GE and SoftwareHouse Systems, etc.

Supported 16 Dell Servers with WindowsNT 4.0, including off-site redundancy setup, testing, and support.

Liaison between IT Departments and Security Services, HR, Facilities, and other departments.

Provided analysis of applications to standardize a common operating environment. Wrote Security Policies for System Redundancy, Access Control, User Access, Training, Standardization of Equipment, etc.

Supported physical security systems, hardware, cameras, computers, card readers etc. Setup, trained and supported users with hardware, software and program operation. Provided support face to face and remotely.

Worked in the warehouse to ship and receive equipment as needed. Logged status of equipment into a shared Excel spreadsheet. Bundled systems for deployment to various departments.

Education

Asher College 01/13 - 06/14 Sacramento, CA

Windows 7 Config Cert(Exam 70-680 MCP), plus all courses for MCITP-E.

American River College Certificate of Completion Sacramento, CA

Electronics Technology, plus Data Processing, and four+ years American Sign Language.

Rio Linda Senior High School High School Diploma Rio Linda, CA

General High School Curriculum plus three years studying Electronics Technology.

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