Customer Service Desktop Support

DEWON EDMONDS

*** ****** **, **********, ** ***** C: 412-***-**** ************@*****.***

Summary

Gained effective management, technical and supervisory skills while serving in US Army. Installed satellites, antennas, and cable for large communication networks while deployed overseas. As a level 1 help desk analyst I have diagnosed hardware and software failures, user errors, resolved application errors and connectivity issues with customers in the field. In an infrastructure maintenance desktop support position, I’ve worked as a role player advising and training new employees and writing technical documents.

Highlights

l Microsoft Certified Solutions Associate ( MCSA)

l Experienced with Microsoft Office Suite including Exchange

l Windows Server Fundamentals Certified

l Efficient with Active Directory –adding, clients, printers and object units clients, printers and Object Units

l Administrator for Lotus Notes Database

l Performed data backups to save important company and user data for personal and legal purposes

l Kept inventories of PC’s, laptops and peripheral devices to ensure zero loses for company expenses

Accomplishments

Associates of Science, - Computer Management Network Engineer, 2006

Kaplan University ICM Campus - Pittsburgh, PA, US

Joint Service Achievement Medal September, 2000 Awarded for long hours and commitment

to customers in the field.

Army Achievement Medal September, 2000 Awarded for Attention to detail and

professionalism as a team leader

Purple Promise, 2011 award at FedEx for invaluable customer service

Innosource Awards, 2010 as a contractor with FedEx for team building and

performance during our peak seasons

Experience

Desktop Support Specialist 07/ 2016 to 02/2017

Highmark/ Pomeroy I.T Solutions- Pittsburgh, PA

Repaired hardware malfunctions on HP and Lenovo desktops and laptops. Replaced all hardware components as needed per user including hard drives, system boards, fans, keypads, etc… Installed and repaired software. Performed essential backups and recoveries for user data. Worked and maintained close relationships with corporate officers within the company. Had to multi task between various assignments according to priority to ensure reliable and timely service to each customer.

Level 1 helpdesk analyst 05/2015 to 07/ 2016 Highmark/ Pomeroy I.T. Solutions – Pittsburgh, PA

Assist users with password resets. Add users to Active Directory groups. Perform troubleshooting on all network and computer equipment including routers, modems and switches. Troubleshoot VPN connection issues. Install and repair software. Process 40 -50 calls daily with 7-minute talk time and focus on first call resolution.

Contractor 12/2014 to 04/2015

EXPRESS EMPLOYMENT PROFESSIONALS - Pittsburgh, PA

Repair, cut, and replaced dry wall.

Mover 07/2014 to 09/2014

Two Men and a Truck - Pittsburgh, PA

Moved furniture and wrapped the clients’ items for protection.

Infrastructure Maintenance and Support Tech 07/2013 to 06/2014

Randstad/ FEDEX - Moon Township, PA

Researched issues on various computer systems and databases to resolve complaints and

answer inquiries. Provided thorough support and problem resolution for customers. Trained new employees and explained protocols clearly and efficiently. Coordinated hardware and software repair processes with outside vendors. Resolved technical issues for clients in person, on the phone and through e-mail.

Second Level PC Support Analyst 12/2010 to 04/2012

Sapphire/Innosource/FEDEX - Moon Township, PA

Installed software and repaired hardware. Performed system backups and updates to preserve user data. Responsible for keeping inventory of equipment provided to field users to ensure zero company losses. Assigned as the only Lotus Notes database administrator and Exchange administrator for the support team. Ensured Blackberry support and troubleshot laptop and wireless devices such as modems, routers and MIFI.

Level 1 Helpdesk Analyst 01/2006 to 04/2010

General Nutrition Center - Pittsburgh, PA

First line of communication for resolving issues with computer or cash register equipment for end users. Diagnosed hardware problems with modems, printers, cabling, and telephones. Walked users through installing hubs, routers, modems, and other hardware. Fielded 60 -70 helpdesk calls per day with under five minutes’ average talk time. Calibrated touch screen monitors. Accessed Citrix servers on network. Administered Outlook 2007 clients. Sent and received equipment tests daily for connectivity issues. Sent and received sales and pricing files over the network daily.

Security Guard 06/2004 to 12/2005

Contemporary Services Corp. - Pittsburgh, PA

Provided security for Heinz Field, Peterson Event Center, First Niagara Amphitheatre and

other major locations with thousands of guest.

Multi-channel Telecommunications System operator 09/1998 to 09/2002

US Army - Ft Drum, NY

Responsible for encryption and securing communications between networks. Installed

line-of-sight antenna’s and microwave antenna’s for long range communications which provided telephone and internet access for field operations. Programmed and monitored secured FM/AM radios. Inspected and serviced radios, modems, and antenna’s using multi-meters, soldering kits, and technical manuals. Provided telephone and internet service for over 200 subscribers daily, with a 100% readiness and 98% accuracy rate, while on a six-month deployment to Kosovo. Maintained and accounted for secret communications security equipment and over three million dollars of communications equipment with no equipment unaccounted for. Held secret security and NATO secret security clearances after federal review. Awarded for long hours, commitment to customers, attention to detail and professionalism as a team leader.

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