Customer Service Desktop Support

MICHAEL BARCLAY

*** *** ****** ****, **********, NY 14845, 607-***-****, *********@*****.***

PROFESSIONAL SUMMARY

I have delivered consistent and professional work for every assignment in every job that I have had. I offer 10+ years in Desktop Support environments and top-notch abilities in problem solving and customer service. I am trained in Windows applications and operating system. I have developed significant skills interacting with people on my various assignments.

COMPUTER SKILLS

I am proficient in the use of and troubleshooting of Microsoft Office applications.

Exercised decision making skills in processing localized technical issues. Utilized ServiceNow to register computer issues and record their successful resolution.

Reported all assignments via email of required paperwork.

EXPERIENCE

I have analyzed computer issues and reach successful solution, training the customer is self-support.

Enjoyed excellent customer relations with the staff in all 25 H&R Block tax offices.

Used time management in traveling to and insuring that all 25 H&R Block tax offices were properly cared for.

Reclaimed obsolete equipment at the Bath VA organization for removal and proper inventorying. Deployed replacement equipment as needed and maintained proper record keeping of deployed computers, printers and cell phones.

Desktop Technician

Veterans Administration Bath, NY

March 2021 – April 2021

Provided great customer service by supplying problem resolution for computer equipment at the facility in a timely manner. Problems were rarely escalated to other professionals.

As a team member, I deployed and reclaimed cell phones, desktop, laptop computers and printers.

I retired from the work force after this assignment.

Field Systems Technician H&R Block Elmira, NY

July 2019 – April 2020

Provided technical support for tax office computers, servers, and printers. Escalation of issues to other professionals were very few.

Installed current years tax programs on computers and servers in 25 offices in District 30937. Also reconfigured offices to function as classrooms. This required creating small networks to accommodate class sizes.

Provided first response to all hardware and software issues with the Block tax software.

Provided training to Tax Pros on maintaining a functioning office equipment.

Stay-at-home Dad

September 2010 – July 2019

We provided a home for 5 siblings needing foster care.

My wife’s health started to decline, so I retired to help her care for the children.

We adopted 4 of the boys with the youngest still in the home.

Glove House Elmira, NY July 2010 – September 2010

Youth Councilor

Glove House Elmira, NY

July 2010 – September 2010

Provided afternoon to early evening supervision for troubled youth in a group home setting.

Dispensed client medications to residents.

Cooked meals for the residents.

Provided transportation for appointments

vided transportation for recreation and appointments.

Computer Technician

Computer Task Group at Corning Inc Corning, NY

January 2003 – December 2009

Provided remote hardware and software problem solving to Corning employees in the Northern Hemisphere.

Provided desk-side break/fix resolution of hardware and software issues at the Corning headquarters building.

Responded to trouble tickets generated by the corporate ticketing system in a timely manner, providing rapid solutions.

Ticketing system daily generated 25-40 calls locally and 8-10 outside of the Corning campus. Calls were handled by members of the Southside Tech Support team of 6 technicians. I regularly closed 6-8 local calls and 3-5 remote calls daily.

Supported group and personal printers by installing printer cartridges and drivers, clearing paper jams, and training customers who wanted to support themselves.

Assisted in the deployment of computer desktop units and network cards.

Cared for corporate mainframe servers by monitoring and resolving alarms and alerts over night.

Provided first response to all hardware and software.

Tax Prep.

H&R Block Elmira, NY

January 2007 – May 2007

Completed tax preparation training in 2007.

Prepared returns for the 2007 tax season.

Realized that this was not a line of work that I wanted to follow.

Lab Technician

the DuPont Company Towanda, PA

September 1976 – December 2002

Assisted scientists experiments to improve photo resist formulations.

Managed the Research facility VAX servers.

Installed and supported a mixed desktop environment of terminals Mac and PC units, individual printers and central laser printers for 7 years. Wired each office and lab so that any device could be placed on the network.

Started as a shift laborer in Photo Resist and X-Ray screens areas. Moved to the Research department when an opening was presented.

Provided leadership in the acquisition of ISO 9000 status for the Research building.

Assisted scientists with wet chemistry experiments to improve photo resist formulations.

EDUCATION

Bachelor of Science with a Journalism major

Cornell University

September 1965 – June 1969

GPA: 2.5

Regents High school Diploma

Southside High, Elmira, NY

September 1961 – June 1965

PROFESSIONAL REFERENCES

Bath VA references:

Brian Hefler 607-***-**** Lead Tech

Benjamin Landowski 607-***-**** Servers

David Sargent 607-***-**** Desktop Support

Christopher Trail 607-***-**** Imaging

Kayla Freeland 607-***-**** Cell Phones

H&R Block references:

Jessica Northrup 607-***-**** District Operations Coordinator, Horseheads, NY

Jim Lucero Lead Tech email *******@*******.***

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