Customer Service Technical Support
Resume:
Donald L. Wilson
Hackettstown NJ *****
***********@*****.*** (http://www.linkedin.com/in/donaldlwilson)
SUMMARY
Skilled Help Desk Technician with experience providing PC and Client/Server tech support for small to large sized businesses. Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades. Experienced in technical call center operations providing service by communicating effectively with technical and non-technical staff
TECHNICAL SUMMARY
Hardware: Personal computer (IBM compatible) components including hard drives, memory; Components that Support
video, networking and multimedia capability as well as peripheral devices such as CD-ROM, Printers, SCSI
devices, etc.
Software: Windows 2000, XP, Vista, Windows 7, Windows 10, Microsoft Office 2003 thru 2016 including MS-Word, MS-Excel, MS-Access,
MS-PowerPoint, MS-Outlook, Outside View, Tandem NSK, SARA Vantive, SIMBBA, LANDesk, ServiceNow, Internet
Explorer, Mozilla Firefox, HEAT, Horizon, Symantec Norton Ghost, AS400, Remedy, Windows Migration Tool
Projects: Windows 7 Migration Laptops and Desktops and POS Installations
EXPERIENCE:
TekSystems, Parsippany, NJ 09/20/2016 to 02/07/2017
Project Hardware Technician
Computer Technician at Cystic Fibrosis Foundation 02/02/2017 - 02/07/2017
oImage, configure software and transfer data on 4 machines
Desktop Support for Dell at Vencore 01/10/2017 to 01/13/2017
oTransfer Data from Windows 7 to Windows 10 for 30 machines
HP Tech at Sprint Stores 11/07/2016 to 11/28/2016
oMultiple Installations of POS, 40 Inch Monitors
oInstall 4 RPOS’s and a Back-Office PC
Small PC
Monitor
Scanner
Phone
Cash drawer
Power strips
Credit card reader
Finger print scanner
Receipt printer
oInstall 2 switches and a Fortinet Firewall in the rack in the IT closet, or back of store
oCable all network gear
oInstall UPS to plug everything into
oInstall Wireless Access Points in the ceiling (WAPS)
oInstall (2) 40” monitors in a pedestal in the front of the store
oInstall (1) 48” monitor in the wall using existing mounts
oInstall (1) 55” monitor in the wall using existing mounts
oPrinter in front and back of store
Kroger Deployment Tech 09/20/2016 to 10/09/2016
oInstall and configure POS System at different sites in Pa.
Modis Parsippany NJ 09/11/2015 to 07/29/2016
Hardware Depot Tech for HP at Mondelez East Hanover, NJ 02/29/2016 to 07/29/2016
Configure and ship Samsung Tablets to End Users
Image new laptops/desktops and configure them for user
Respond and follow-up on Remote tickets
Call Clients and troubles shoot Hardware and software issues
Arrange for return shipment of hardware requiring repair
Decrypt and recover data from hard drives
Deskside Support Engineer for HP at MetLife Somerset, NJ 09/11/2015 to 02/26/2016
Imaging 32 Laptops for Deployment to different locations daily
Monitoring the completion of Imaging of over 80 Laptops and Desktops Daily
TekSystems, Parsippany, NJ 05/26/2015 to 09/03/2015
PC Technician for Dell-At&t Star Deployment Inc
Fixture Demo installation at AT&T retail store locations
Installing PC
Installing Tablets
Installing & Mounting TV/Monitor (up to 65”)
Hooking up PC/Monitor & other peripheral devices using cables
Taking photos & texting photos of setup
Document and report work efforts daily – Template provided
Will demonstrate world-class customer service skills to all users
Will escalate any/all issues for resolution
Physical ability to lift 40 lbs. (This is a job with physical responsibilities)
ASAP/Netsource, Basking Ridge NJ 12/16/2014 to 01/28/2015
B&N College
Image Desktops to Windows 7
Install and Configure Software
Prepare computers for shipping
Take boxed computers to Shipping once completed
Trouble shoot Printer issues remotely
TekSystems, Parsippany NJ 11/13 to 12/14
Aon
Migration of about 100 Clients
Image Laptops
Select Medical – Win7
Windows Migration Multiple Site Locations in New Jersey
Travel in and around Southern New Jersey
Reimage to Windows 7
DELL @ WELLS FARGO Weekend Migration Technician
Four Day Migration Project
Image Laptops to Windows 7
Geneva Consulting Group, Inc. 09/10 to 08/12
Hardware Technician for C3I, Denville, NJ
Follow build procedures including:
Backing up data
Imaging Hard Drives
Swapping damaged shells for laptops
Filling out repair forms
Oversee decommissioning process involving:
Training new associates
Sanitizing Hard Drives
Properly packaging laptops for decommission
Documenting progress
Accounting for hardware
Logistics Clerk for C3I, Denville, NJ
Inventory all equipment being received and or shipped from Projects
Equipment labeling
Project equipment close-out
Supervise Logistics Temps
Help drive/train supervise that all SOP’s and Work Instructions are being followed daily
Help move/count equipment moves to rollout rooms, warehouse and asset management
Accountable for all assets handled, including but not limited to, virtual tracking, physical tracking, and physical condition.
Thorough knowledge of Horizon
Assists in periodic and annual inventories.
TekSystems, Parsippany, NJ
Tech Support Specialist for Bowker, New Providence NJ 06/09 to 03/10
EDI Tier 1 Support
Understand customers' problem statements, troubleshoot and refine the issues, develop and communicate the solution to customers
Gather detailed information about issues to allow faster resolution by Tier 2 staff
Work with senior analyst and developers to resolve product-related issues, including debugging and bug submission
Track customer interactions via the company's support tools
Responsible for notifying customers of failed transactions and the reasons for the failures
Answer and provide technical support to all customers calling in via phone, e-mail, or fax.
Log all service request tickets and activity via support database
Report and escalate all software defects as needed
Software testing as needed
Helpdesk Analyst for Stryker Industries, Mahwah NJ 12/08 to 04/09
Resolve Windows Active Directory problems, including but not limited to file format & location, user account access and setup issues
Troubleshoot Office 2000/2003 issues including troubleshooting functionality, file formats and print issues
Troubleshoot Outlook 2000/2003, including account administration and synchronization
Supporting VPN issues including but not limited to connectivity, configuration and user account setup/support
Supporting mobile data devices such as Blackberry’s, Palm and Treo units, and laptop wireless connections
Deploy software and programs remotely using LANDesk software distribution utility.
Log all calls and emails in the Service-Now per predefined processes
Ensure the validity of client information for every call or email logged
Identify problem severity and set customer expectation response upon request
CompuCom, Morris Plains, NJ 03/27/2006 to 9/12/2008
Account Administration
Resolve Active Directory problems affecting users of Pfizer’s global network using Peregrine’s Service Center resolution management utility.
Create and adjust existing Active Directory users and groups across three domains spanning several countries.
Maintain Exchange mail services for Pfizer clients worldwide, as well as assisting in the delegation of more complex MS Exchange issues.
Deploy software and programs remotely using Microsoft’s SMS software distribution utility.
Technical Support Analyst
Manage all Response Line Center incoming calls and emails received by the Helpdesk, NYC-HQ account maintaining a high degree of professionalism and attention to Customer service.
Maintain knowledge of and familiarity with Pfizer Business units, functions and locations.
Log all calls and emails in the Service Center (PMT) according to predefined processes.
Ensure the validity of client information for every call or email logged in the PMT.
Identify problem severity and set customer expectation response upon request.
Resolve an agreed percentage, First Call Resolution (FCR), for incoming problems and requests using the tools provided.
Communicate, as necessary, with internal and external support partners to exchange information and to ensure timely resolution of client problems.
Ensure prompt status and follow-up service for all client problems or requests for which I am the log owner.
Make recommendations to Team Leader for continuous process improvement.
Participate in special projects and activities to enhance the functioning of the Customer Service Center and as a means of self-improvement.
EDS/Fiserv, Morris Plains, NJ 08/07/2000 to 2/28/2006
Associate Technical Customer Service Representative
Provide customer service support by dealing with high profile customers and clients and provide the ability to resolve outstanding issues promptly.
Monitor Electronic Fund Transfers associated with ATMs, FI Hosts and Networks
Identify all system and process related problems, ensure the integrity of the system and coordinate the escalation and resolution of a problem.
Create, maintain and complete detailed event information on all device and system issues occurring in the production environment by utilizing the SARA Vantive ticketing system and Gasper Workstation as a form of documentation
Research production matters utilizing EPOC Monitoring, Gasper and Client workstations to troubleshoot network issues such as X.25, TCP and SNA protocol using Tandem Software applications.
Assist technicians with the maintenance, installation, and stabilization of hardware and software for ATMs, host links and switch-based authorization data centers.
Provide updates to Client Services, Account Managers, inter-departments and nationwide account management teams.
Provide on the job training and Service Excellence guidance to new hires or other Associate Technical Client Service Reps for Service delivery improvement.
Quality Control
Testing and certification of all ATM Load files
Assist in the maintenance of:
oATMs in the LAB environment
oMaintain and Operate EPOC test environment
oSetup LAB for Client demonstrations / visitations, and Customer
Transmissions
Monitor Himalaya K and S Series resources and UNIX SUN Solaris platforms
Run daily and weekly backups of all systems
Monitor, troubleshoot and document client transmissions problems
Train and mentor new employees on the Tandem / Unix platform
Create documentation used daily and for training
U.S. ARMY
Honorably Discharged
Automatic Data Processing Machine Operation Specialist (74D)
Fire Direction Control Specialist (13E)
Fire Support Specialist (13F)
Education: Chubb Institute, Parsippany, NJ
Diploma, Computer Technical Support
Participant in the Honors Program as a tutor and classroom assistant
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