Customer Service Engineer

Technical Skills

Installed, update and help train company on Windows 98 Windows 95, Windows 7, Windows 2000, Professional, Windows XP Windows,Vista, Windows for Workgroups, Windows 8.1, Windows 10, and MS Office

Responsible for all computers and software updates at both locations

Giving advice to clients on different Antivirus software available and suggesting them one according to their needs

Summary of Qualifications

Exceeded our customer’s expectations by providing top notch customer service

Engaged in real-time troubleshooting with customers to resolve technical issue

Work Experience

Wyndham La Belle Maison Mar 2015- Present

Contract Compliance/IT Specialist

Responsible for all computers and software updates at both locations

Providing field based break/fix activities

Giving assistance to different clients including Multi-National Companies and home users

Delivering software to client personally

Installing the right software into respective systems

Assigning Id and Passwords to each user

Training respected personnel in using software

Answering the queries in person or on telephone or email

Giving advice to clients on different Antivirus software available and suggesting them one according to their needs

Assisting the field engineer in installing, configuring and maintaining antivirus installed on systems

Educating the customers on use of the antivirus

Coordinating with multiple wholesalers, vendors, departments and field staff for identifying technical requirements

Conveying the problems related to software if any to the developing team

Assisting in repairing hardware as ordered by the engineer installing standard, endorsed or certified off the shelf software and/or hardware devices, and provide minimal onsite training to get the client started

Knowledge of and ability to troubleshoot and repair PC hardware, operating systems, and associated peripheral and software components

Installed, update and help train company on Windows 98 Windows 95 Windows 7, Windows 2000, Professional, Windows XP Windows,Vista, Windows for Workgroups, Windows 8.1, Windows 10, and MS Office

Cox Communication Apr 2014- Oct 2016

Lead Help Desk Technician

Diagnosed to a faulty component, or a simple procedure take remedial action

Utilized remote Desktop Management appliance to provide service desk specialists the ability to share end-user desktops between Tier 1 and Tier 2 agents for incident response and/or service request fulfillment

Analyzed the symptoms, impact, scope, and trends

Performed causal analysis

Attempted to recreate the problem as a basis for troubleshooting

Ensured expedited reaction time, reduced escalation windows, and a streamlined process for remedial action review, test, and authorization for deployment

Exceeded our customer’s expectations by providing top notch customer service

Engaged in real-time troubleshooting with customers to resolve technical issue

Educated residential Cox customers about the use of products and additional service opportunities

Maximized opportunities to sell additional or upgraded services to customers as available, while providing a quality customer experience

Built customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments

Kept customer informed about progress by checking the status of work orders in customer record system

Provided seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments

Direct TV Mar 2014- Jun 2016

Installation Technician

Attached, connected, and repaired equipment that delivers television signals to service subscribers

Determined where the satellite dish should be placed on the exterior of a building for optimal reception, attaches and grounds the dish using appropriate mounting hardware, and ensures proper connection with a receiver box placed inside the building, so the receiver box translates the satellite signal and interprets viewer commands

Provide customer educating on how to work their boxes and answer any other questions

Insight Global Oct 2015-April 2016

Technician

Updated Walmart Pharmacy in the whole state of Louisiana

Collected data in order to evaluate network performance, define user necessities, and establish system requirements

Communicated with the Wal-Mart team as to what service is being provided

Pinnacle Technology Resources May 2012-Oct 2015

Lead Customer Engineer (CE)

Provided a service to customers who has signed a contract with the company

Provided system updates on the latest technological developments in the field in order to better advise our company's customers

Installed key hardware and software

Jefferson Parish School Board Aug 2012-Mar 2013

Computer Field Technician Intern

Installed, trouble-shoot, repaired and performed preventive maintenance on all IT systems and equipment

Provided on-site end-user training on their operation, maintenance and limited troubleshooting

Utilized knowledge of computer equipment, networks and computer software capabilities

Maintained inventory control of IT equipment and systems at all assigned facilities

Supported and maintained IT systems and applications on all PC hardware, laptops, wall mounted touch screen kiosks, VPN and ISP WAN devices, switches, Ethernet cabling, wireless systems, printers/copiers, Microsoft Office suite, Open-office, virus protection, RDP terminal services, MSIE, MS Outlook, MS Steady State, etc.

Regional PCS Service Jan 2012-May 2012

Supervisor of Patient Care Coordinator

Supervised and coordinated activities of nursing personnel in community health agency

Served as a liaison between staff and administrative personnel

Developed standards and procedures for providing nursing care and for evaluating service

Provided orientation, teaching, and guidance to staff to improve quality of service

Evaluated performance of personnel and interpreted nursing standards to staff, advisory boards, nursing committees, and community groups

Recommended duty assignment of nursing personnel and coordinates services with other health and social agencies to render program more effective

Reviewed, evaluated, and interpreted nursing records, vital statistics, and other data affecting health service in order to assess community needs and to plan and implement programs to meet these needs

JLP4 Trucking Company Jun 2007- Aug 2012

Human Resource Manger

Provide comprehensive secretarial and clerical support to center staff and management

Assist with bookkeeping, payroll, A/R and A/P processing

Handle daily staff scheduling Pre-screen job applicants

Assist in opening and/or closing of the facility at the beginning and/or ending of each day as needed

Organize, publicize, and register staff for workshops, staff development

EDUCATION

Bachelor of Science in Cybersecurity Dec 2009- Present

Kaplan University

Criminal Justice Bachelor of Science Degree & Graphic Arts Dec 2007- May 2009

ITT Technical Institute

Graphic Design May 2005-Jun 2006

North Texas Job Corps

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