Customer Service It Support
Resume:
Reginald Dwayne Harris
********.********@*****.***
Professional Summary
** ***** ** ********** ** IT support as well as customer service support; managed system updates on laptops, desktops,
client-server support, installed switches all-around support, according to SLA agreements.
Skills
Active Directory, Cisco MCSA,Remedy
Service Level Agreement, Citrix, Mobile Devices,SharePoint
Authentication,RSA,BIOS,Telephony,Customer Support,Helpdesk Support,IT Support,Customer Service
Printers, Corporate Accounts,Accounting,Procurement,Retail Sales, Documentation, ServiceNow
MS TEAMS, LAN,SAP,Power BI.
Professional Experience:
IT Project Manager (contract)
Medtronics Medical Inc., Memphis, TN (part-time)
Dec 23- Jan 2024
Input and scan Medical parts and Devices used in hospitals for patients
Box and stack different medical tools and devices used for patient surgery
Load and separate packages according to the shipping vendor.
Keep records on the use and/or damage of stock or stock handling equipment, inventory for expiration dates.
Clean and maintain supplies, tools, equipment, and storage areas to ensure compliance with safety regulations.
I.T. Support Specialist
American Standard\ Lixil, Hutchins, TX
Dec 22-Sep 23
Update and Manage user and PC desktops, laptops, PDAs, and mobile devices
Replace and Support users' software and online access and permissions using the MFA authenticator
Reimage and Refurbish Lenovo, HP, DELL, and Apple, devices for SLA fulfillment
Implement Policy and Protocol for users according to company standards and policy
I.T. Technical Support
TEK SYSTEMS, Memphis, TN
July 22-Dec 22
Update and manage system updates on laptops, desktops, client-server support, installed switches all-around support.
Replace and support user's software and online applications onsite or remotely
Installed and reimaged devices for HP/MAC/and Dell Devices including iPhone and Android setup
Setup returns, new units, and out-of-service devices for refurbishment and driver device updates
IT. Technical Support
DXC Technology, Plano, TX
September 2019-Jan 2022
Update and manage system updates on laptops, desktops, and client-server support.
Replace and support user's software and online applications onsite or remotely
Installed and reimaged devices for HP/MAC/and Dell Devices
Setup returns, new units, and out-of-service devices for refurbishment and driver device updates
Server Technician,
Flextronic, Memphis, TN
Jan 2017- Jan 2019
Perform the set-up, calibration, testing, and troubleshooting of circuits, components, instruments, and mechanical assemblies.
Perform the set-up, calibration, testing, and troubleshooting of circuits, components, instruments, and mechanical assemblies.
Update and manage system updates on laptops, and server bios to the most recent.
Document all system issues per customer order
Replaced and repaired circuit boards
IT Support Specialist
Hilton Worldwide, Memphis, TN
Jan 2014- Jan 2017
Utilized Active Directory to Administer and Support all users on Hilton's Network.
Managed and delegated access for the files folders and permissions the clients use on a day-to-day basis on their PC using Active Directory or SharePoint
Office 365 Administrator, update and Administer mailbox, calendar, office products
Support peripheral devices [mobile devices, Cisco phones, handheld scanners Printers]
Onboard and terminated user accounts and access to the network? Support, set up, workstation, laptop, Cisco desk phones.
Windows 7, Microsoft Server 2012, Exchange Server, LAN, Citrix Zen App and Wan
IT Helpdesk Support Level 2
Willis Corroon Inc, Nashville, TN
Jan 2010-Dec 2013
Used Active Directory to manage and support clients and guests.
Ticketing system; Remedy to maintain SLA Service Level Agreement, incident, and requests
Administered Citrix and Citrix receiver for remote users, as well as RSA token for authentication purposes
Provide world-class customer service and first-call resolutions
Documented all calls, and escalated level 3 and network incidents to correct team
Assist with network or telephony outages, followed protocols as outlined in the knowledge base
Achievement: Created and implemented reimage and recycle procurement for PC upgrades and refurbishment with DELL accounting.
Managed and Supervised a support team of 5 level 1 IT support for Customer service and Technical resolutions.
IT Helpdesk Support
Premier Radiology, Nashville, TN
Jan 2008- Dec 2010
Set up hardware, Firmware, and Software on Radiology tech computers along with software and hardware in the nursing offices for 5 different new facilities throughout Nashville and Franklin Tn.
Worked with other techs with software and monitoring of PACS/RIS server for patient images physically installed 5MB monitors for the desktops used for dictation also supplied the support of Dictaphone devices and Epic software as well as installation and upgrading using SCCM and Active Directory, reimaging using GHOST32 software and PXE boot to install software along with USB or CD ROM of MS Office 2008 for MACS and 2007 for PC s DELL Opti-plex models 7010
Managed and maintained data and confidentiality in HIPPA policy for all locations to practice safe and secure deposal and procurement of all old and new devices.
Developed process to support up and IT students at NASHVILLE TECH a local school with outdated devices, phone systems, and PC printers and faxes. In return for tax credits to support schools for better books
IT Helpdesk Support Level 1
DELL Computers, Nashville, TN
Jan 2006-Jan 2008
Managed and supported Gold standard service agreements to all warranty coverage users
Troubleshoot And supported PC, Printer, Tablet, and Laptop
Hardware and software support, Upgraded and replaced PC and
Devices under warranty for customer as well as corporate accounts
Provide customer support and documentation of all calls
Routed calls to level 2 and 3 support team.
Education:
05/2006
Certifications A+
Associate's Degree
ITT Technical Institute, Nashville, TN
(REFERENCES AVAIL UPON REQUEST)
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