Customer Service Help Desk

Allen Reginald Weeks

IT Professional / Customer Service Representative

410-***-**** ********@*****.***

SUMMARY

13+ yrs. experience as an IT professional; providing IT Support and Customer Service.

10+ yrs experience as a Customer Service Representative in a Call Center and Office setting.

Routing and facilitating the resolution of Help Desk requests in all tiers including high volume call center environments.

Poses strong experience in troubleshot with Microsoft-based products, software and hardware.

Software troubleshooting experience includes Adobe, Abby, Microsoft Office, Outlook, Exchange, MS Project, Anti-virus software, SQL Server and other Microsoft-based application, with strong experience in documenting trends in Help Desk tracking system. TECHNICAL

SQL Server

Laptop and Desktop Experience

Windows base OS

Remote access software

Netscape Navigator

Internet Explorer 6/8

Safari / Firefox / Chrome

Access

Watermark

SCATS 4.0

Microsoft Office Suites (Word,

Outlook, Excel, PowerPoint)

Scanners / Printers

Blackberry & Palm Pilot

Power Docs & Cyber Docs and PC

Docs

Adobe and Abby

Remedy & Magic (Help Desk

tracking systems)

Instant Messenger

Dream Weaver

External hard drives

EMPLOYMENT

Easy Rest Adjustable Sleep Systems Feb 2015 - Oct 2016

Baltimore, MD

Customer Service/Warehouse/Driver Asst.

Call Center Representative

Shipping & Receiving

Inventory of products in warehouse

Delivered and setup adjustable sleep systems to customer locations, local and out of town.

Weeks Brothers Home Improvement Mar 2013 - Present

Woodbridge, VA

Home Improvement & Landscaping

Install flooring and wood trim

Cabinets and tile backsplash

Siding and windows

Brick/Paver walkways

Gutter guards and cleaning

Molding and painting

Blake Construction Jun 2013 - Nov 2013.

Fredericksburg, VA

Demolition

Operate jackhammer/chipper

Demo walls, flooring and removal of windows and doors

Pulling wires, cables, cooper and duck work

Break down of Air Condition units

Gutting building and power lines

Nonprofit HR Solutions Nov 2008 - Dec 2012

Washington, DC

Help Desk Manager (Contract)

Ran the day to day operations of the Help Desk

Worked on re-imaging CPU’s that crashed.

Used terminal server software for remote user access.

Install and setup PDF software for the purpose of making PDF files for Adobe and

Microsoft Word conversions

Desk side support of all software and hardware.

MIL Corp. Aug 2007 - Sept 2008

Washington, DC

Help Desk Specialist

Handled computer support and installed various Scanners, Printers and PDA’s

Re-imaged CPU’s that crashed.

Worked with System Administrators and Integrations on solutions for software

problems and development

Loaded all necessary software onto new computers for deployment.

Set-up new user logins

Documented and troubleshot processes in Remedy.

Used terminal server software for remote user access

Troubleshot all software and hardware problems.

ASD Aug 2004 - July 2007

Shirlington, VA

Help Desk Specialist

Set-up and ran PDF briefings.

Deployed new printers throughout offices for printer rollout

Managed queue for Magic and Remedy Help Desk Tracking Software

Deployed Dell, Toshiba and HP computers for computer upgrade.

Imaged and reimaged CPU’s with the various versions of SID’s software

Installed various Scanners, Printers, PDA’s and external drives

Troubleshot all software and hardware problems

Raytheon Sept 2001 - Aug 2004

Rosslyn, VA Help

Deck Specialist

Computer support and installed various Scanners, Printers, PDA’s and external drives.

A member of the Projects/Installations Team.

Imaged CPU’s with the various versions of SID’s

Installed and setup various software applications as needed for new and pre-existing end users.

Troubleshot problems with software and re-imaged CPU’s.

Worked with System Administrators and Integration on solutions for software development problems.

Point of contact for various software databases.

Used terminal server software for remote user access

Handled SQL database

Detailed to Customer support and Desk side troubleshooting

Documented and troubleshot processes in Help Desk ticketing software

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