Customer Service Desktop Support

Skilled & Experienced Technical Support Specialist

Customer Service § Communications § Network & Systems Security § Troubleshooting § End User Training & Support

Scheduled & Ad Hoc Maintenance § Disaster Recovery Planning § Cost Benefits Analysis § Operational Support

Problem Solving § Help Desk Support § Staff Training & Supervision § Team Building § Leadership § Collaboration

Seasoned and enthusiastic individual with expertise in supporting a broad array of hardware and software including wireless

and handheld devices seeking a challenging position of Desktop Support Specialist within a dynamic and progressive

organization or setting to contribute excellent skill set and vast experience to its success and efficiency

QUALIFICATIONS PROFILE

Dedicated, results-oriented, and highly motivated team player and leader with over 15 years of experience and a strong track record of outstanding performance in customer service, team leadership, and desktop support in the IT field

Hands on experience in developing and implementing strategic plans and providing superior IT maintenance services

Proven ability to take on several tasks at hand and efficiently handle multiple issues while meeting tight deadlines

Excellent ability to evaluate and advise senior leadership on network security solutions by determining requirements and delivering the needed manpower, technology, and services

Excellent eye for detail and exemplary interpersonal, leadership, and communication skills (both verbal and written)

Profound ability to work effectively in a high-pressure, dynamic environment as part of a team or independently

Solid ability to master new tools and technologies quickly, and proficiency in the use of various computer software and tools (see below) and installation and troubleshooting of all kinds of hardware and peripherals

CORE SKILLS & STRENGTHS

Tenacious, proactive, and dedicated team player

Strong work ethic and insightfulness

Exemplary interpersonal and communication skills

Great problem solving and analytical skills

High degree of personal integrity

Diplomatic and decisive attitude

PROFESSIONAL EXPERIENCE

Desktop Support Technician

Spirit AeroSystems - Genpact, Wichita, KS

2022 - Present

Responsible for providing desktop support to all Spirit locations in accordance with established Spirit policies and procedures. Coordinate the configuration and installation of all personal computers and terminals within the assigned locations according to established company guidelines and SOPs. Assist with onsite preventive maintenance, routine repair, and calibration after installations. Maintain, analyze, and troubleshoot computer systems, hardware, printers and computer peripherals. Document equipment location and complete software upgrades when necessary. Coordinate hardware repairs with the appropriate warranty vendors. Provide support to end users on a variety of computer hardware and IPhone and Android devices software issues by identifying, researching, and resolving technical problems, as well as driving the FMS culture through enforcing the highest customer service standards. Provide outstanding customer service to all external and internal users including staff, Division and Corporate personnel, and vendors. Develop and maintain relationships through effective and timely communications with all customers. Respond, resolve, and follow up on all customer service issues in a timely manner. Participate in the testing and approval of images for desktop and laptop computers to be deployed at FMS locations. Assist users with backing up computer data on network FTPs. Utilize antivirus software for detecting and removing viruses. Educate users on Spirits policies and procedures. Ensure the integrity of all electronic data by following Spirit quality standards and the practice of Continuous Quality Improvement. Interact with facility billing group and financial center staff on a daily basis. Travel to remote facilities and attend corporate meetings whenever required. Often work flexible hours including nights, weekends, and holidays as needed.

Desktop Support Technician

Cox Communication, Wichita, KS

2018 – 2022

Responsible for providing desktop support to all Cox locations in accordance with established Cox policies and procedures. Coordinate the configuration and installation of all personal computers and terminals within the assigned locations according to established company guidelines and SOPs. Assist with onsite preventive maintenance, routine repair, and calibration after installations. Maintain, analyze, and troubleshoot computer systems, hardware, printers and computer peripherals. Document equipment location and complete software upgrades when necessary. Coordinate hardware repairs with the appropriate warranty vendors. Provide support to end users on a variety of computer hardware and IPhone and Android devices software issues by identifying, researching, and resolving technical problems, as well as driving the FMS culture through enforcing the highest customer service standards. Provide outstanding customer service to all external and internal users including staff, physicians, Division and Corporate personnel, and vendors. Develop and maintain relationships through effective and timely communications with all customers. Respond, resolve, and follow up on all customer service issues in a timely manner. Participate in the testing and approval of images for desktop and laptop computers to be deployed at FMS locations. Assist users with backing up computer data on network FTPs. Utilize antivirus software for detecting and removing viruses. Educate users on Cox and policies and procedures. Ensure the integrity of all electronic data by following Cox quality standards and the practice of Continuous Quality Improvement. Interact with facility billing group and financial center staff on a daily basis. Travel to remote facilities and attend corporate meetings whenever required. Often work flexible hours including nights, weekends, and holidays as needed.

Tier II Computer Desktop Support

Fresenius Medical Care, Wichita, KS 2009-2017

Responsible for providing Tier II computer desktop support to all FMS field locations in accordance with established FMCNA and FMS policies and procedures. Coordinate the configuration and installation of all personal computers and terminals within the assigned locations according to established company guidelines and SOPs. Assist with onsite preventive maintenance, routine repair, and calibration after installations. Maintain, analyze, and troubleshoot computer systems, hardware, printers and computer peripherals. Document equipment location and complete software upgrades when necessary. Coordinate hardware repairs with the appropriate warranty vendors. Provide support to end users on a variety of computer hardware and IPhone and Android devices software issues by identifying, researching, and resolving technical problems, as well as driving the FMS culture through enforcing the highest customer service standards. Provide outstanding customer service to all external and internal users including staff, physicians, Division and Corporate personnel, and vendors. Develop and maintain relationships through effective and timely communications with all customers. Respond, resolve, and follow up on all customer service issues in a timely manner. Participate in the testing and approval of images for desktop and laptop computers to be deployed at FMS locations. Assist users with backing up computer data on network FTPs. Utilize antivirus software for detecting and removing viruses. Educate users on FMCNA and FMS IT policies and procedures. Ensure the integrity of all electronic data by following FMS quality standards and the practice of Continuous Quality Improvement. Interact with facility billing group and financial center staff on a daily basis. Travel to remote facilities and attend corporate meetings whenever required. Often work flexible hours including nights, weekends, and holidays as needed.

Desktop Support Technician

Golden 1 Credit Union, Sacramento, CA 2007-2009

Resolved various service desk tickets for software and hardware issues to ensure proper computer operation so that the end users could accomplish organizational tasks. Received, prioritized, documented, and actively resolved end user requests using diagnostics and help request tracking tools. Evaluated documented resolutions and analyzed trends to prevent future problems. Escalated problems whenever required to the appropriately experienced technicians. Recorded, tracked, and documented the problem-solving process including all successful and unsuccessful decisions made and actions taken through to the final resolution. Proactively utilized software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Tested fixes and performed post-resolution follow-ups to ensure that all problems have been resolved.

Project Lead (Level II)

Bravo Tech, Atlanta, GA 2006-2007

Provided next day support for end-users after network refresh and deployment process by troubleshooting and responding to service desk tickets for software and hardware issues. Maintained system usability by testing computer components. Maintained records by documenting hardware and software changes and updates. Maintained professional and technical knowledge by attending educational workshops, reviewing professional publications, and establishing personal networks. Effectively supported desktops, laptops, and mobile devices including Dell, Compaq, IBM, and Blackberry tools. Imaged over 500 machines using Norton Ghost upon the request from the higher management.

Fuel System Technical Support Supervisor (Contractor)

KBR, Inc., Mosul, Iraq 2004-2006

Resolved service desk tickets for software and hardware issues including remote support of PC' s and peripherals in a network environment. Evaluated software by studying user objectives and testing software compatibility with existing hardware and programs. Optimized the use of hardware and software by training users and answering all relevant questions. Escalated problems not resolved within established service levels. Followed-up with clients to ensure satisfactory incident closure, and updated and closed call records for the completed tasks. Ensured that all actions were performed in compliance with company policies, standards, and procedures. Assisted with installing and uninstalling software, PC's, and peripherals as required.

Technical Support Specialist

Independent Contractor, Wichita, KS 2002-2004

Provided hardware and software support for small businesses in the greater Wichita area including software and hardware installations and upgrades, PC and network setup, wireless connectivity, and printer and peripherals support as needed. Evaluated system potential on client locations by testing compatibility of new programs with existing hardware and software. Gathered the relevant data, identified and evaluated system improvement options, and recommended a course of action to business owners. Implemented security procedures and led training classes on MS Word, Excel, PowerPoint, and Windows.

Senior Computer Operator / Help Desk

Excel Corporation, Wichita, KS 2000-2002

Provided first-level support for all hardware and software problems on every platform in the data center. Was responsible for monitoring job and history logs, performing problem determination, troubleshooting and diagnosing system issues, and recommending possible solutions for the identified issues. Created and managed user profiles according to the authorization lists and group profiles. Worked with Development and Business Continuation groups to provide operator documentation of scheduled procedures as well as to identify and rectify reoccurring problems. Performed other tasks and duties as needed.

EDUCATION & CERTIFICATIONS

B.S. in Secondary Education

Wichita State University, Wichita, KS § In Progress

CompTIA Network+ § Dell Certified Technician §

TECHNICAL SKILLS

Operating Systems: MS Windows 95/NT/ME/2000/XP/ WIN7/WIN10, UNIX

Networking: TCP/IP, Novell, IPX/SPX, SNA, Ethernet, FDDI, VPN, Cat 5 Cabling, IP Address Support

Hardware: Cisco Routers, Desktops, Laptops, HP Printers, Canon Image Runners

Programming Languages: HTML

Miscellaneous: AS/400 Backup and Tape Management, PTF installation, etc.

IPhone and Android deployment and end user support

Airwatch

Bomgar

AWS Cloud Practitioner

Service Now

Net+

Dell Cert

HP Cert

REFERENCES

Available Immediately Upon Request

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