Customer Service It Support

Alexander Rumyantsev

West Chazy, NY ***** 518-***-**** **********@*****.***

Professional Skills

IT Support Technician with 8+ years combined experience providing

Tier I and Tier II level Helpdesk Support to end users in enterprise settings

In-depth knowledge of Microsoft Windows XP, 7 Enterprise, 7 Professional, Vista, 8.1, and 10 Enterprise OS, familiarity with Mac OS X and Linux environments

Strong troubleshooting skills resolving software / hardware malfunctions and networking disruptions, utilizing a systematic root-cause analysis approach and documenting solutions in knowledge base / ticket tracking & management suite (FTM, iSupport, ServiceNow)

Networking infrastructure diagnosis, troubleshooting and configuration of LAN and wireless routers; Cisco, Juniper networks switch remote console experience

Telephone installation and port activation, programming experience

Mobile device setup and configuration; functionality walkthrough of end-users

Desktop / laptop assembly, component installation, upgrades, and repair; OS installation / configuration UEFI and BIOS, diagnostics/ data backup & recovery; ISO imaging / disk partitioning and disk wipe procedure experience

Active Directory account administration and group policy management

Enterprise application deployment utilizing SCCM suite

Peripheral device break-fix level troubleshooting, installation and configuration

Excellent written and verbal communication and customer service skills

Consistently recognized for exceptional service as Site Dedicated Tech support as well as remote/dispatch Field Tech

Proven analytical problem solving skills and technical insight with commitment to completion and end-user-oriented customer service aptitude

Perseverance and vision to transform obstacles into opportunities

Bachelor of Arts – Mathematics & Computer Science, 2013 SUNY at Plattsburgh

Professional Experience

BURROUGHS

Field Service Engineer

Plattsburgh, NY November 2020-February 2021

Richmond, VA February 2021-August 2022

Winston-Salem, NC August 2022-present

Performed on-site servicing and parts replacement / repairs on integrated cash management and storage equipment, including but not limited to ATM kiosks, smart safes and cash recyclers

Utilized diagnostics instruments, hand tools and power tools to diagnose and troubleshoot underlying malfunctions in hardware, firmware, software and networking components of customer equipment per the established contractual procedures

Closely collaborated with level II technical support team (both our own and third-party, customer’s own TS) to triage and torubleshoot technical issues with the cash processing systems, as well as installation and bring-live projects

Offered time and money saving recommendations to reduce cost for both our own supply chain and field service operations, as well as for out top customers, such as Glory/Revolution Retail Systesm, NCR, TiDEL and Cardtronics.

Utilized my high manual dexterity, logical reasoning and rootcause analysis approach to isolate and address faults / component failures arising with customer’s day-to-day operation of on-site integrated cash management and storage equipment, bringing timely and courteous service and satisfactory resolution of technical difficulties reported by the customer

Trained customer’s on optimal operational practices and preventive maintenance best practices for their equipment

Trained other techs on proper equipment maintenance, servicing and installation and configuration procedures

Reported directly to District Manager and coordinated our technicians collaborative efforts across our Districts area dl of operations

CompuCom NTT Data (contract), BOMBARDIER TRANSIT, Plattsburgh, NY September 2018 –

September 2019

Dedicated Site Technician

Performing break-fix software application and functionality and hardware peripheral component troubleshooting, diagnostics and repair

Ordering peripheral devices and computing /networking components from vendor

Installation and upgrades of existing software and hardware inventory

System administration, group policy and active directory user account management

New hires setup, asset deployment/ reimaging and enterprise software installation on company devices; old asset inventory and reimaging /disk wipe

LAN /WLAN connectivity interruption resolution and server room maintenance

Telephone installation and activation

Triage and repair of scanning and printing equipment

Ticket and task creation/ resolution/ escalation within ServiceNow tracking system

Friendly and courteous customer service and IT consultation and assistance to an organization of 200+ employees

NFRASTRUCTURE TECHNOLOGIES, LLC, Clifton Park, NY Nov 2016 – Nov 2017

IT Field Technician

Performed IT support and installation of computing equipment including pre-imaged, as well as “vanilla-image” laptops, desktops, and thin clients, along with pertinent peripheral hardware at customer locations (mostly at New York State Agencies sites, including but not limited to, DOT garages, DEC outposts, NYSP stations, OMH and OPWDD facilities, State and county correctional facilities, DOL OneWorkSource sites and DMV locations all around the Northern New York)

Successfully utilized root-cause analysis triaging and troubleshooting methodology to diagnose, identify, and resolve technical issues arising in wide variety of office equipment including desktop, laptop, and thin client PCs, printers, scanners, faxes and MFPs, specializing in HP, Kyocera, and Xerox and Canon brands/models

Collaborated with NYS ITS and our Field Tech team’s own dispatch call center stationed near Albany when servicing priority sites requiring a 4-hour ticket resolution dispatch

Installed, domain-joined and imaged as necessary, configured new machines to customer’s specifications, working predominantly with Windows XP, 7 Enterprise, and some 10 Enterprise and Professional edition OS environments. Performed upon request, necessary customer data backups and recovery, hard drive swaps, RAM upgrades, among other necessary OS/application software and peripheral hardware driver configuration, likewise to the customer’s organization’s particular demands.

Level I network fault diagnostics and troubleshooting under direct supervision of senior Network Technicians and over the phone with NYS ITS, installed new Cisco switches at remote locations.

Documented every triaging/troubleshooting step of each dispatch service request (“ticket”) in the enterprise ticket management and incident tracking system. (formerly “FTM”, later “ServiceNow”), in efforts to ensure consistency and dynamic cross-communication between the field technicians, HQ dispatch team, and the management to ensure timely, responsive, and high-quality IT service while maintaining full compliance with New York State requirements & regulations.

UVM CVPH MEDICAL CENTER, Plattsburgh, NY 2010 – 2016

IT Support Technician Level II

Performed troubleshooting and resolution of technical issues related to applications and ancillary database management systems and servers crucial to daily operations of hospital.

Accurately documented all work tickets, receiving and deploying office equipment, imaging desktop PCs, and resetting hung up virtual desktop clients.

Conducted monthly, weekly, and nightly backups and other routine tasks in adherence to all policies and procedures.

Received helpdesk calls from end-users, guiding customers through remote troubleshooting of technical issues and determining need for escalation. Administered accounts and activated / suspended account privileges per security analyst directions as well as managed logon passwords and security for group policies.

Coordinated system downtimes for critical upgrades with on-call analysts, management, and third-party contractor support.

Consistently recognized for exceptional customer service skills and documented progressive problem-solving expertise.

Performed in-field support, hardware assembly and upgrades, Windows XP, 7 Enterprise, and 10 Enterprise environments, PC imaging and system recovery, OS installation and configuration. Performed triage, diagnosis and maintenance of peripheral equipment, mobile devices and networking equipment, scanners, printers and fax machines.

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