It Support Customer Service

DANIEL LAMBERT

******.**********@*******.***

C: 562-***-****

QUALIFICATIONS

Daniel is a high-energy, confident professional with an infectious enthusiasm for technology. He has 6 years’ experience working within Xerox providing helpdesk / IT support. A skilled communicator, able to maintain cultural sensitivity, establish rapport with members of diverse groups, and promote team cohesiveness TECHNICAL SKILLS

• Skilled customer service specialist

• Conflict Resolution

• Office 365

• MS Office (other flavors)

• Ticketing Systems (ServiceNow, Splunk, etc.)

• SMTP

• Print Servers

• MAC, Windows, Linux

• Security Systems, phone systems

• Restores, refreshes, imaging

• Cisco

• Desktop PC’s and laptops, tablets, cell phones

• Building security systems and access

• Deployments

• Infrastructure

• Database audits

• Computer Upgrades

• Equipment Repairs

• Copier / Printer support

• Supplies

• Switches and routers

• Password resets to server mgmt., switch mgmt.

• Active Directory

• Back-ups, server backup mgmt., server updates

PROFESSIONAL EXPERIENCE

MODIS (SAFRAN CABIN) CARSON, CA DEC 2021-MAR 2022

HELPDESK ANALYST 2

• Took incoming calls from internal and external customers and went onsite to customers as needed.

• Took escalated calls from IT support or Solutions support through to resolution

• Support external customers with remote copier/printer support

• Troubleshot undocumented resolution cases, researched resolution, documented resolution, and trained team on how to resolve those issues in the future

• Performed site de-installation and configured and installed new office / workstation set up and installations XEROX (formerly MRC Xerox, formerly SoCal Office Technologies) CYPRESS, CA MAY 2015 – DEC 2021 INFORMATION MGMT LEVEL 4 / IT ANALYST LEVEL 4 / LEAD HELPDESK ANALYST (9/19- 12/21)

• Took incoming calls from internal and external customers and went onsite to customers as needed.

• Took escalated calls from IT support or Solutions support, and took through to resolution

• Support external customers with remote copier/printer support

• Set up SMB shares, SMTP, set up print servers for MAC/Windows/Linux

• Troubleshot undocumented resolution cases, researched resolution, documented resolution, and trained team on how to resolve those issues in the future

• Performed site de-installation and configured and installed new office / workstation set up and installations including servers.

• Train team members on updated software and solutions HELPDESK ANALYST LEVEL 3 (05/15 – 09/19)

• Took incoming calls from internal and external customers

• Troubleshot undocumented resolution cases, researched resolution, documented resolution, and trained team on how to resolve those issues in the future

• Took escalated calls from IT support or Solutions support, and took through to resolution

• Supported internal users

• Created Linux print servers for demo purposes

• Worked support ticket queue

• Managed Cypress building security system and access

• Managed MITEL phone system

• Updated servers monthly

• Created and deployed laptop OS images

• Performed database audits

• Travelled to offices throughout CA, WA, OR, NV and ID to support and upgrade systems OFFICE DEPOT FULLERTON, CA NOVEMBER 2013 – MAY 2015 PRINT SERVICES SUPERVISOR

• Supervised associates, trained associates in various departments

• Managed repairs for equipment

• Ensured all SOP standards were being followed

• Ordered supplies

EASY TECH REPAIR MONAHANS, TX MAY 2011- OCTOBER 2013 OWNER

• Performed repairs (hardware and software) on various electronics such as cell phones, tablets, desktop PC’s and laptops

HANDYMAN CONSTRUCTION WESTMINSTER, CA OCTOBER 2006 – MARCH 2011 CONTRACTOR

• General contracting, roofing, tile, window and door retrofitting EDUCATION

COASTLINE COMMUNITY COLLEGE, NEWPORT BEACH, CA

Studied A+ Hardware/ Software Maintenance, Networking LEWIS LAKE HIGH SCHOOL, GARDEN GROVE, CA

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