Customer Service End User
Resume:
ROBERT ERVIN
Cedar Creek, TX ****2 **********@*****.***
https://www.linkedin.com/in/robert-ervin-43b25a74/
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•Received ‘3’ customer service on the spot awards
•Tech of the month award “2” times in addition to frequent customer email recognitions
•Excellent time management skills
•Accountable for providing end to end user training
•Managed and responsible for variety of ongoing and new special technical projects
•Ability to work without supervision and under pressure
•Excellent communication skills to relate with end user, team members and support workers
•Skilled in installing, repairing, and troubleshooting computer hardware & software requests
•Committed to relate and learn technical concepts
•Excellent organizational skills & strong attention to detail
•Thorough understanding of providing preventative maintenance on hardware
•Well versed in hardware procurement and budgets
•Subject Matter Expert (SME) around hardware, software, and network
•Hardware: Laptops, Desktops, Mobile Devices, Printers, Scanners, and POS Systems
•Systems: Windows 2000, Windows 10, Windows XP, OS 64 bit, and MS Office 365
•Software: Microsoft Office 7/10 and Office 365, Anti-Virus Removal Software, Adobe Reader, Google Chrome
•Explorer, CRM Salesforce, SAP, Backup Software, Remote Software, Remedy on Demand, ServiceNow, Bomgar, Team viewer,
•McAfee, Re-Imaging Software, Active Directory (AD), Group Policy 32-Bit, and Basic Salesforce, Jamf
•Network: TCP-IP, IPv4, Routers, Switches, Wireless Connections, Network Drives, and VPN
•Printers: Local Printers, Network Printer, Label Printers, Okta,Google Workspace,Zoom, Slack,Microsoft Itunes,Airwatch,Azure
Movate (Vendor for Google) 02/2023 – Present
ServiceDesk/IT Support Analyst
Responsible for onsite service and support needs for our customers. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software.
IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
•Lead onboarding for new hires related to job responsibilities
•Accept inbound chats and identify, document, troubleshoot technical issues with Chrome OS, 2 Factor Authentication, password resets,
•Delivering services to customers effectively and on time
•Participating in ongoing training to keep up to date with the latest developments
GEN PACT New York City, NY 09/2021 – 02/2023
Helpdesk Analyst
Provide technical support to company staff, including system administration, software installation and configuration, troubleshooting, and issue resolution. Set up telecom, desktop, laptop, and tablets. Leverage Windows, iOS, Mac, and Android support, helpdesk analysis, and ticketing system experience to provide day-to- day solutions.
•Provide high-touch white-glove service and the highest level of customer support through proactive management and implementation of continuous improvement initiatives.
•Manage SCCM deployment of key software updates for all desktop computers.
•Serve as project manager for small to medium projects for desktop infrastructure, including technology upgrades and new hardware and software deployments.
GEICO INSURANCE Chevy Chase, MD 03/2021 – 07/2021
IT Helpdesk Analyst
Played role on a team to troubleshoot tier 1 IT issues for users and contractors in a high volume, fast-paced service center.
•Handled password issues, VPN connectivity concerns, and other standard troubleshooting.
•Responsible for providing excellent customer service when assisting users and troubleshooting.
AMENTUM Austin, TX 02/2020– 12/2020
Help Desk Support Engineer
Supported 15,000 users worldwide by troubleshooting and resolving end-user obstacles, network problems, and hardware and software issues.
•Initiated and completed Microsoft Windows server operating system updates.
•Troubleshot issues and performed ticket resolution, documentation, and escalation.
HCL America 3/2017 – 02/2020
Senior Help Desk Support Analyst
•Trouble shoot laptop, desktop, printer, and mobile phones
•Reset user’s password and unlock accounts through active directory
•Image laptops
•Documents tickets with troubleshooting steps and resolved ticket or escalate to next tier of support
•Troubleshoot hardware and software issues
•Ability to follow-through and react quickly to escalated situations
•Responsible for new hires providing them access and have them set up into the system quickly
•Getting customers connected to the network through wireless (remote) access
Insight 01/2017 - 03/2017
Senior Help Desk Support Agent
•Troubleshooting hardware, software, and printer issues
•Reset End User password thru active directory
•Unlocked End Users account
•Documents tickets with troubleshooting steps and resolved ticket or escalate to next tier of support
•Troubleshooting network and VPN access
•Responsible and accountable for setting up End users outlook and email access
•Responsible and accountable for setting up new End users’ desktop phones (Avaya Cisco and Nortel)
•Created tickets for Phone issues for the local Telecom team
Texas Health and Human Services / ARC. 4/2016 - 11/2016
Senior Help Desk Support Agent
•Reset End User password through active directory.
•Unlocked End Users account
•Troubleshooting hardware and software issues as well printer issues
•Creating trouble ticket for the End Users local IT or to the second level support group
•Troubleshooting network and VPN access
•Setup End users outlook and email access
•Setup new End user’s desktop phones (Avaya Cisco and Nortel)
•Created tickets for Phone issues for the local Telecom team
Applied Materials. 01/2015 – 4/2016
Senior Desktop Support Technician
•Support desktops, laptops, printers, and mobile devices for remote users.
•Assisted with password resets
•Assisted with Reimagining on laptop and desktops
•Replaced toner drums waste containers
•Assisted with printer setup local and network
•Perform basic first-level troubleshooting to identify causes and recommend remedies to users
Dell Inc. 05/2014 – 01/2015
EUC Client Peripheral Specialist / Helpdesk Specialist
•Responsible for quoting and selling a defined set of Client Peripheral products as a member of the client End User Computing organization.
•Provide sales support via phone calls, email, chat or IM.
•Accountable for delivering technical solutions, products, and /or services that address customer needs of varying complexity.
•Identifies customer needs/ requirements and recommends the appropriate products and solutions. Remains up to date on new product, technology, and services offerings
•Closed 95% tickets on the first call without escalation.
•Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.
Previous Experience:
•Apolent/EZcorp, Service Desk Representative 11/2013 – 05/2014
•Modis/Drilling Inco Service Desk Representative 06/2013 – 11/2013
•Staffmark/Wincor-Nixdor Service Desk Representative 09/2012 – 06/2013
•Support.Com Solution Engineer 02/2008 – 09/2012
Southwest Texas State University, San Marcos, TX, Computer Science Studies 1989 - 1992
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