Desktop Support Call Center
Resume:
Karolyn Valentin
Warren, MI 48092
*******.********@*****.***•248-***-****
ROLES:
Desktop Support 2nd Level
Windows migration specialist
Call Center Technical Analyst
Tier 1 & 2 Support Analyst
INFRASTRUCTURE EXPERIENCE:
Client OS
Windows 11, 10, 8 & 7
Mac OS
Apple iOS
Android OS
Linux
Service Desk Ticketing Software
Remedy
ServiceNow
HP Service Manager
Spiceworks
Networking
Active Directory
DNS/DHCP
MFA/VPN
TOOLS/METHODS:
SCCM
Norton Ghost
Norton Antivirus
McAfee Antivirus
EDUCATION:
B.A. Journalism
Michigan State Univ.
Computer Repair Tech Cert. Highland Park Community College
Database Administration cert. Oakland Community College
ADDITIONAL TRAINING:
CompTIA A+ Certificate
Novell Computer Network Administrator Certification
Microsoft Networking Essentials Certification
EXPERIENCE SUMMARY
Experienced helpdesk/call center analyst and desktop support technician. Thirteen years of general computer technical support and Level 2 desk side technical experience. Excellent working knowledge of the Windows operating systems, Mac OS and iOS, popular utility, business, office, and accounting applications. General networking knowledge.
SKILLS INVENTORY
TECHNICAL SKILLS:
Extensive experience with OS Migrations, ghosting and restaging of computers.
Repair Technician with excellent experience with Windows 10, 7, Vista, XP and iOS, etc., in all aspects of software/hardware installation, configuration, and troubleshooting.
Troubleshoot all hardware and software problems on laptops and desktops for local and remote users.
Install and run virus software upgrades and scans.
Troubleshoot network and web browser connectivity issues.
Hands-on swap out hard drives, motherboards, adapter cards, and peripherals to repair computers.
Configure wireless networking/VPN for customer access to the remote company network.
Assist customers with how-to questions regarding Microsoft Office 365, 2016, and 2010.
Plan and assist with computer refresh and computer equipment upgrades.
Setup individual computers for lease refresh or swap outs on site
Implement software and hardware upgrades to computer systems.
Troubleshoot printer issues, empty printer queues.
Maintain and update asset database system.
Order new or replacement equipment for users.
Assist with backups of users’ hard drive information before PC refresh.
Escalate technical issues to necessary technical groups.
CHRONOLOGICAL SUMMARY OF EXPERIENCE
LAN Technician II
DTE Energy – October 2017 – September 2023
Image new desktop and laptops with Windows 10 and transfer users’ files and install applications.
Install corporate and COTS software onto users' machine.
Resolve users’ general hardware and software technical issues with Windows 10 and Windows 7.
Troubleshoot and resolve Outlook software issues.
Uninstall and reinstall corrupted software on users’ computers.
Help users configure Wi-Fi on devices using MFA.
Experience with Polycom conferencing phones, VOIP phones, and Android & iPhone cellphones.
Troubleshoot Surface Pro, iPad, and Android based tablets.
Assist with general how-to questions about Microsoft Office.
Active Directory usage to create user network accounts, change users’ network access permissions and LAN passwords.
Troubleshoot Ricoh printer issues for users.
Assist customers with technical issues with their iPods, iPads, and iPhones.
Desktop Support Technician 2nd level
A123 Systems – June 2014 – August 2017
Migrate existing clients’ PCs to Windows 7 from XP.
Image new desktop and laptops with Windows 7 and transfer users’ files and install applications.
Install corporate and COTS software onto users' machine.
Resolve users’ general hardware and software technical issues with Windows 10, 7 and XP computers.
Troubleshoot and resolve Outlook software issues, reset email passwords, and setup email profiles.
Uninstall and reinstall of corrupted software on users’ computers.
Help users configure Wi-Fi on devices.
Experience with Polycom conferencing phones, VOIP phones, and Android & iPhone cellphones.
Troubleshoot Surface Pro, iPad, and Android based tablets.
Assist with general how-to questions about Microsoft Office.
Active Directory usage to create user network accounts, change users’ network access permissions and LAN passwords.
Troubleshoot Zebra, Sharp, Konica, and HP printer issues for users.
Desktop Support Technician 2nd level
Continental Automotive/RGBSI – May 2013 – December 2013
Migrated existing clients’ PCs to Windows 7 from XP.
Assist with the installation of Windows 7 machines to several corporate locations.
Image new desktop and laptops with Windows 7 and transfer users’ files and install applications.
Install corporate and COTS software onto users' machine.
Resolve users’ general hardware and software technical issues with Windows 7 and XP computers.
Troubleshoot and resolve Lotus Notes software issues and reset email passwords, setup email profiles, and recreate defective folders.
Uninstall and reinstall of corrupted software on users’ computers.
Help users configure Wi-Fi on devices.
Assist with general how-to questions about Microsoft Office.
Active Directory usage to change users network access permissions and LAN passwords.
General Motors Global Service Desk Analyst
Hewlett-Packard/CDI - October 2011- May 2013
Assist customers with hardware and software technical issues related to their migration from Windows XP to Windows 7 and XP computers.
Assist users with general hardware and software technical issues with Windows 7 and XP computers.
Reset Lotus Notes email passwords, setup email profiles, and recreate defective folders.
Uninstall and reinstall of corrupted software on users’ computers.
Troubleshoot synching issues with PDAs, iPhone, and Blackberry devices.
Assist customers with performing operating system software updates for Windows.
Help users configure Wi-Fi on devices.
Assist with general how-to questions about Microsoft Office.
Reset passwords in mainframe programs, i.e., IMS.
Active Directory usage to change users network access permissions and LAN passwords.
Tier 1 Support Analyst
Apple/Kelly Services - September 2010 – October 2011
Assist customers with technical issues with their iPods, iPads, and iPhones.
Reset iTunes passwords.
Uninstall and reinstall of iTunes on users’ computers.
Troubleshoot synching issues with devices.
Assist customers perform operating system software updates for Windows and Mac computers.
Help users configure Wi-Fi on devices.
Assist with general how-to questions about company devices.
Reimage computers to repair operating systems.
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