Desktop Support Service Desk

Frederick Bain

**** ********* ****. ***. ****

Philadelphia, PA. 19153

Cell: 267-***-****

ad5q2v@r.postjobfree.com

To obtain a position in a reputable organization where I can utilize my skills and abilities along with 10+ years of experience as an IT Professional.

Skills

Hardware: Alpha, AS400, Compaq ProLiant, DEC 2000, MicroVAX3800, VAX 6000, VAX7860, VAXstation4000, Compaq, Dell

Software & Languages: Adobe Acrobat, Microsoft Office, Assembler, C, CICS, COBOL, Lotus Notes, Norton Antivirus, Peachtree, Reflection, SQL, PCAnywhere

Operating Systems: HP-UNIX, Magic, OpenVMS, Windows NT, Windows XP, Windows 10

Strengths: Team Player, Enthusiastic, Resourceful, Determined.

Experience

5/2022 TO 3/2024

Desktop Support / Siri Info Solutions, Edison, NJ

Reviewed, and submitted information for videos and image datasets using video reviewing software as HITL Agent for cashier-less project for international retail client. Worked hand in hand with software engineering groups to give feedback on use of HITL tool and project related events. Using interactive internet-based applications, I learned and partnered with peers across multiple disciplines, such as computer vision, machine learning, and systems design.

4/2022 TO 8/2022

Service Desk / US Tech Solutions, Jersey City, NJ

Served as the first point of contact for customers seeking technical assistance via email or through ServiceNow incident tickets. Directed unresolved issues to the next level of support personnel. Recorded events, problems and their resolution in ServiceNow incident tickets. Updated customer status and information. Identified and suggested possible improvements on procedures. Interacted with team members in one on one and team environments.

4/2019 TO 1/2022

Help Desk / Davita, Malvern, PA

Solved IT problems in a timely manner, using IT knowledge and problem solving skills, and probing questions to determine, diagnose and solve computer related issues. Applied the appropriate solution and resolved the majority of IT incidents at first contact. Logged and documented troubleshooting steps taken, and solutions applied using IT tools and expertise. Escalated (when necessary) to minimize computer downtime for coworkers, and customers. Including desktop applications and programs, network troubleshooting, and clinical application support. Provided on call support as scheduled during non business hours. Completed additional tasks and projects as assigned by Service Desk leadership.

4/2018 TO 9/2018

General Laborer / Cedars and Oaks, Philadelphia, PA

Performed general manual labor tasks including loading, unloading, lifting, moving materials and tools. Assisted in a variety of functions with manual labor tasks as needed. Worked under the close direction of the owner.

4/2016 TO 1/2018

Customer Service Representative / Lyneer Staffing, Trevose, PA

Acted as the primary point of contact for multiple Pharmaceutical Representatives and their clients by telephone or email. Taking the inbound calls within the call center, ensuring a professional response to all incoming calls/request and answering incoming customer calls/request in a prompt and friendly manner. Communicated effectively with clients to ensure accuracy and quality of customer account information and customer order data. All while maneuvering effectively through multiple system screens, utilizing available department tools/information and analyzing the client’s service needs.

6/2014 TO 2/2016

Valet Driver / Pacifico Airport Valet, Philadelphia, PA

Greet customers and drive customers to and from the Airport in their own vehicle. Afterwards park the vehicle in the designated lot. Worked under close direction of the front desk team. When time allowed, rearranged the vehicles for efficiency.

2/2012 TO 6/2014

Help Desk / Residence Support, Philadelphia, PA

Assisting with computer operation, which included light support inquires to understand functionality of desktop, peripherals, media and educating where needed. On applications like Microsoft Word and Internet Explorer on Windows XP and Windows 7.

1/2009 TO 4/2012

Tape Operator / InSource, Wayne, PA

Maintained the quality of tape media daily; monitored and satisfied shipping, returns of all tape media and console requests including backup jobs and processes; assisted librarians with offsite disaster recovery storage; promptly and professionally satisfied all requests from various departments to the Tape Ops area.

1/2007 TO 12/2008

Janitorial Engineer / Elite Building Services, New Castle, DE

Responsible for keeping the building in clean and orderly condition by performing heavy cleaning duties, such as cleaning floors, washing walls and glass, and removing rubbish; also performed routine maintenance activities.

9/2005 TO 12/2006

Help Desk Analyst / Computer Methods Corp. (Dechert, LLP), Marlton, NJ

Completed 37 to 47 calls daily assisting employees of the client with Internet & Computer Issues; fixing problems on applications like Microsoft Office, Word, Excel, Outlook, and Firewalls like McAfee, and Norton that run on Windows XP; daily performed installs, upgrades and maintenance when as requested; assisted coworkers when needed.

3/2005 TO 8/2005

Car Salesman / Nissan, Philadelphia, PA

Greet customers and listen to try to understand the customers needs. Display the vehicle and explain features of interest. When time allowed, developed new prospects and studied various models to be better prepared for future interest.

9/2003 TO 3/2005

Help Desk / Comcast, New Castle, DE

Received 35 to 45 incoming calls daily from customers to assist them with Internet & computer issues; instructed the installation, use and maintenance of various software applications, i.e. Microsoft Office, McAfee, etc. as well as various operating systems – Windows and Mac OSX, when needed; guided customers with the High Speed Internet through installations, troubleshooting, upgrades, and maintenance, all within preferred time of 5 to 7 minutes per call; mentored coworkers when needed.

Education

JUNE 1995

Associate Degree – Computer Programming / Computer Learning Center, Philadelphia, PA

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