Help Desk Technical Support
Resume:
Greg Chery Jr
SUNRISE, FL 33322
********@*****.***
EXPERIENCE
Blue Team, Boca Raton, FL - Help Desk Support Engineer
October 2020 – March 2024
●Respond to service calls and emails and enter information into Help Desk System
●Responsible to providing support for on-site Headquarters staff.
●Responsible for On-Boarding and Off-Boarding of staff
●Perform Level 1 skills such as printer setups, creation of new user logins, assist users with issues and escalate issues as necessary
●Support Microsoft Office users throughout the Organization
●Work with Microsoft 365 Admin Center to manage users
●Perform asset management and mobile device management
●Support users with their Exchange email accounts and support of MS-Outlook
●Conduct proper technical support of user’s laptops and cellular devices (including Wi-Fi Hotspots).
●Carry out basic network troubleshooting
●Perform other related duties and assignments as required.
The Computer Guyz, Coral Springs, FL — Help Desk/Server Admin
March 2019 - October 2020
●Respond to support requests from customers and prospects via telephone, email, and Helpdesk support tickets. Responsibilities include logging, tracking and closing incoming support requests.
●Troubleshoot and recommend technical solutions for customer issues related to software setup and configuration.
●Research and provide solutions for issues related to software and hardware errors.
●Collaborate extensively with peers and management to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of the team and the information available to our clients.
●Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels. This includes ownership of the data entered into the Helpdesk system and appropriately updating both client and appropriate employees of status of all issues on a timely basis.
●Maintain proper documentation relative to Technical best practices, guidelines for standard procedures, check-lists and so on.
●Provide IT support for local and remote office employees.
●Accommodates client disabilities by recommending devices and techniques.
Charter School USA, Fort Lauderdale, FL — Software Support
January 2016 - March 2019
●Facilitate development by troubleshooting and providing user support for custom CSUSA applications and other software while improving customer service for Student Information System (SIS) and provide related system support.
●Mentor and train “Software Support Analysts”Review current developments, literature and technical sources of information related to job responsibility.
Provide user support through phone and email, documentation and onsite training.
●Advanced analysis of application and data issues, provide solutions in the form of workarounds and/or training.
●Maintain support ticket documentation.
●Document application defects and route to developers as applicable.
●Identify areas where more training or usability improvement is needed.
●Work closely with development team for advanced troubleshooting.
●Provide priority support for new release implementations.
Quality Assurance Support
●Create and maintain test and use case documentation.
●Perform testing to determine adequate resolution of defects.
●Perform testing of new application features to ensure the functionality meets requirements.
●Perform regression testing to ensure the application is functioning in all business critical areas.
●Document and interpret test results and make recommendations.
●Document and track application defects and route to developers as applicable.
●Support user acceptance testing.
SupportSpace, Fort Lauderdale, FL — Tech Support
December 2012 - January2016
●Provide technical support for Geek squad customers.
●Remotely troubleshoot problems with computer systems including hardware.
●and software, email, network and peripheral equipment problems.
●Microsoft Windows Support.
●Mac support.
●Add a device to an existing network.
●PC tune-up.
●Virus and spyware removal.
●Email account setup.
●Photo and Video Software Support.
●Tablet Support.
●PC data transfer
●iPhone Setup and Synchronizations with your PC.
●iPod, Zune and MP3 Support.
●Digital Camera Support.
●Wireless Network Support.
●Data Backup.
●Printer Support.
●Sustained a 98% ratio for customer satisfaction.
The Answer Group (TAG)- Tamarac, FL — Tech Support
July 2007 - December 2012
●Provide technical support for various accounts such as Gateway,
Comcast, Sprint, and AT&T.
●Responsible for diagnosing and repairing desktops and laptops.
●Remotely troubleshoot problems with computer systems including hardware, software, email, network and peripheral equipment.
PRINT DOCTOR, Miami FL — Repair Technician
February 2006- January 2007
●Daily equipment repair on specific printer models.
●Perform cleanings on a continuous basis.
●Monitoring of customer toner inventory, sales, and ordering.
●Proper reporting & documentation of all site activity through daily,
weekly and monthly reporting.
United Data Technologies (UDT), Miami FL — Tech Support
May 2001 - February 2006
●Responsible for diagnosing and repairing printers, laptops, desktop
PC’s.
●Increased revenue as well as customer base on accounts.
●Provide problem resolutions and tech support on all customer issues.
EDUCATION
New Horizons- Miami, FL
September 2003 - May 2004
Microsoft Certified Systems Administrator
Computer Support Technician
REFERENCES
Available upon request
SKILLS
19 Years Technical specialist troubleshooting, diagnosing, supporting
and repairing PC’s and printers in-house and onsite.
Detailed break/fix knowledge and experience.
Maintain knowledge and experience with vendors such as HP, Lexmark,
Xerox, Epson and other manufacturers.
Acquiring all necessary vendor training and certifications for
various devices serviced.
Troubleshooting, upgrading, assembling and supporting
Windows (95/98/2000/XP/Vista/Windows 7/Windows 8/Windows 10/Windows 11 and Mac OSX).
Knowledge of networking issues such as testing network connectivity,
installation of basic peer to peer network, understand TCPIP protocol,
and troubleshoot network hardware and software conflicts. In depth understanding of diverse computer systems and networks. Proven experience as an IT Technician or any relevant position. Proficiency within Windows Server 2012 & 2016 and AD VPN knowledge
Verbal and written
communication skills.
Experience with help desk ticketing system. Office 365 experience
Microsoft Windows Server
Microsoft Sharepoint
Microsoft Exchange
Microsft O365 applications inc Dynamics 365
Mitel Technologies
Print Management
RSA Secure Remote Access
Citrix
Mobile Technologies (IOS Android BES)
Remote Server Management (RDP, TeamViewer)
19 years customer service and office clerical sales skills.
CERTIFICATIONS
A+ Certification
Network + Certification
HP Workstation Products
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