Customer Service Technical Support

RICKEY MEEKS

**** *. ******* ****** ***. *** Conroe, TX 77303 281-***-**** ******.*****@*******.***

SUMMARY

Experienced IT Technician with over 13 years of experience providing technical support for users with exceptional customer service.

COMPUTER SKILLS

•Ticketing Software: Heat, Vantive, Altiris, Remedy, Service Desk

•Hardware : PC assembly and repair, RSA Token, Blackberry, iPhone, Android, and Palm Treo experienced.

•Remote Tools : Dameware, SMS, Bomgar, Zenworks, Remote Viewer

•Operating System/Software : Windows 98, 2000, ME, NT, XP, Windows 7, Active Directory, MS Office 2010, Cisco VPN, SAP, Salesforce, AS400

EXPERIENCE

08/2014 – Present

Helpdesk Technician, Chicago Bridge & Iron The Woodlands, TX

Responsible for Tier I software and hardware support.

Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system.

Escalates problems to higher level technical support professionals when necessary.

Assists in the resolution of application, hardware and software problems.

01/2014-04/2014

Desktop Support Technician, Houston Housing Authority (Contract) Houston, TX

Installed and configured various applications on computers as required.

Provided setup and configuration of computing peripherals such as printer, CD and DVD read/writers, monitors, scanners, mice, special keyboards and other equipment as necessary and assisted with Windows 7 Migration for 300 users.

09/2013 – 01/2014

Service Desk Analyst, Sava Senior Care ( Contract) Houston, TX

Received and resolved primarily technology-related inquiries and help requests from SavaSeniorCare Administrative Services employees regarding the use of all technology. This included computer hardware, cabling, software, and telecom equipment.

Answered calls from an ACD queue with the goal of resolving the problem on first contact.

09/2011- 09/2013

Service Desk Analyst, Waste Management (Contract) Houston, TX

Provided remote computer support, including analysis and resolution of hardware and software related issues. Provided maintenance, upgrades, configuration, and installation of laptop and desktop computer systems.

Served as first or secondary responder for customer contacts and user requests, ensuring requests were documented, triaged and assigned to the appropriate resources

Provided intermediate support in network, WIFI and remote connectivity problems while answering 40 - 60 calls per day.

06/2010 – 09/2011

IT Associate Customer Support, HISD Houston, TX

Addressed incidents of service interruption and took steps to re-initiate service or properly escalated for resolution.

Provided support service to employees with technical issues involving applications or data, and educational technologies.

Developed, documented, and implemented standard operating procedures and customer service guidelines.

11/2007 – 11/2008

Helpdesk Technician, Christus Health Care Houston, TX

Provided 1st level support and follow up regarding PCs/Workstation operations, hardware components, and software applications on multiple platform environments

Analyzed and resolved calls for assistance on software applications, hardware and network technologies in a professional and timely manner

Provided training for new employees at the service desk

EDUCATION

08/2001 – 03/2003

A.A.S in Computer Information Systems, MTI College of Business and Technology

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