Customer Service Support Specialist

Raymond Trice, Jr. Résumé ****

Information Technology & Customer Service Professional

Rochester, New York 14619 Phone: 585-***-**** Email: **********@*****.*** Education & Certifications

Monroe Community College, 2020

Cisco Certified Network Associate (CCNA)

BOCES 2 Center for Workforce Development, 2014

Certified Computer Support Specialist (632 hours)

A+ Certification, 2014 Cisco IT Essentials 5.0 Certification, 2014 Cisco Discovery 1 Certification, 2014 Professional Skillset

• 9 years overall IT experience; 6 years within healthcare IT discipline

• Concierge approach to customer service and conflict resolution

• Expert knowledge of Microsoft, MAC OSX, Windows XP and Vista 7, 8 and 10 operating systems

• Analytical troubleshooting; continuous process improvement; advanced data analysis

• Ability to write and interpret documentation on hardware and software products

• Hardware, software and network installation and refurbishment; data cleansing, recovery, transfer and back-up

• PC hardware, software and peripheral equipment installation and troubleshooting

• Ability to build, rebuild and upgrade computer hardware; Identify and resolve software and hardware conflicts

• Proficiency in troubleshooting TCP/IP issues and identification of various topologies, protocols, transmission medias Professional Summary

Maximus, Inc. Deskside Support Technician 2016 – Present

• Identify, research and resolve Tech II level technical issues for more than 1,000 NYSOH Contact Center staff

• Document, track and monitor problems to ensure timely resolution within established SLA’s

• Correct application, network and security issues; resolve common PC software/hardware problems

• Hardware support PC, laptops, servers, network devices by installing replacement hardware or upgrading hardware

• Support software/hardware on equipment: scanners, copiers, printers, monitors and other peripherals, virtual desktops/VMware, workstations, servers, active directory, automated imaging solutions

• Provide support for Windows 7 and Windows 10; evaluate and troubleshoot issues including in-depth diagnostics

• Work with other IT departments/vendors to resolve technical issues beyond the scope of Tech II responsibilities

• Track and complete help desk tickets pertaining to applications, networking, and system issues Frontier Communications Internet Help Desk Technician 2014 – 2016

• Appointed as ad hoc Team Lead, resolving escalations, DSL outages, email and Static IP configuration issues

• Communicated with client responding to technical questions or requests for information

• Analyzed and performed troubleshooting to resolve internet connectivity issues in a timely and efficient manner

• Installed wireless printers, troubleshot software issues via remote access as part of the Premium Tech Support team Volunteer Experience

Provision Full Gospel Church Software Developer/Technician 2014- 2016

• Develop and maintain Church mobile App via 3rd party DIY mobile app Builder

• Maintain, add feature and enhancements to church website

• Sustain and coordinate media for Church live streaming, and video and audio

• Research new systems and tools to improve production

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