Technical Support Part-Time
Resume:
Summary of Qualifications
Highly motivated and energetic technical support professional possessing exceptional analytical skills. I Have outstanding technical ability to understand new technologies, software, and information technology architectures quickly. I am a dedicated team player who can motivate teams, increase productivity, and ensure organizational goals are reached. I also have superior communication skills with proven experience in interfacing effectively with customers and analyzing and resolving critical technical issues.
Professional Experience
E-commerce Business Owner 2015 - Present
East Hartford, Connecticut
Operate a gunsmithing business specializing in cleaning, upgrading, and repairing firearms.
Manage an e-commerce website offering top-of-the-line firearms and competitive pricing on ammo.
Troubleshoot, disassemble, repair, and reassemble a variety of firearms.
Independent Living Caregiver 2012 – 2024
East Hartford, Connecticut
Planned and cooked meals for mother.
Driving to medical appointments.
Cleaned her home until she passed away in June 2024.
LIBERTY BANK – Consultant 5/2004 – 8/2004
Middletown, Connecticut
PC/Client Support Specialist
Provide technical assistance to Liberty Bank end-users and workstation clients by responding to help desk calls and addressing system questions and problems through resolution.
Diagnose and correct PC hardware and software problems, including the installation and maintenance of equipment and software.
Troubleshoot local and remote communication systems.
Resolve technical problems, install, configure, and upgrade PCs, and install and configure software in a Novell and Active Directory networking environment.
Coordinate ongoing system maintenance at customer sites & participate in the installation of new customer modules as needed.
Respond to dispatched assignments for installations, repairs, and/or maintenance of PC hardware/software and peripherals at customer locations.
Track and resolve problems to maintain an efficient and effective operational network.
Conduct problem determination on applications and networks.
Provide hands-on assistance and overall training to end-users.
Track, prioritize, resolve Help Desk problems, and conduct field services.
Install PCs, HP printers, modems, and PC operating system software.
Install and replace LAN and data communications and connectivity equipment.
HOWARD SYSTEMS INTERNATIONAL - Consultant@
Phoenix Investment – Enfield, Connecticut 2003 – 2004
Customer Support Representative
Provided 100% phone support for Phoenix Investment’s employees and clients.
Utilized CA to track computer and network-related issues and escalations from start to finish on a Novell Network.
Addressed issues relating to PC, Laptop, Printers, Mainframe, and VPN.
Provided remote desktop support using Windows XP Professional’s built-in remote control manager.
Resolved issues such as password resets on Novell Netware and Active Directory networks & mainframe.
Followed escalation process for priority and network outages.
Recorded Service Center sign-off message and provided systems status.
Troubleshoot and install applications from Microsoft Office suite to Lotus Notes R5.
Installed and troubleshot Netware networked and local printers.
Provided registration how-to and password resets for Phoenix Investment customers accessing their websites for life insurance & investment policies.
Computer Science Corporation – Norwich, Connecticut 1999 - 2003
Technical Support Analyst
Provided phone technical support regarding Windows, UNIX, and mainframe issues to over 50,000 users.
Utilized Remedy to track trouble tickets to a successful resolution.
Supported users at client companies, including Pratt and Whitney Aircraft and United Technology Corporation.
Provided technical support for Pratt & Whitney/UTC employees.
Diagnosed and resolved problems with UNIX workstations, Windows desktops, laptops, Palm Pilots, printers, Remote Access Services, and terminal server clients.
Installed and configured applications using Microsoft Systems Management Server and Remote Resolution Services for Windows 2000.
Served as second-level support with management responsibility for 13 help desk agents.
Maintained a high first-call resolution rate solving issues without requiring escalation.
CT Associates, Incorporated – Beltsville, Maryland 1997 - 1998
Management Rental Assistant
Provided administrative and office support for a real estate management company with a two-hundred-unit complex.
Provided customer service via telephone regarding accounts receivable and accounts payable.
Maintained property database.
Administered client information, ensuring confidentiality.
Utilized strong interpersonal and communication skills to resolve tenant issues and concerns.
Provided leadership for five maintenance personnel.
Villari's Self-Defense Center – West Hartford, Connecticut 1995 - 1998
Assistant Martial Arts Instructor
Provided expert martial arts instruction and cardiovascular training to adults and children.
Mentored students in various areas including setting and reaching goals and physical fitness.
Obtained Black Belt in record time of three years.
Vancom/Laidlaw Transportation – Hartford, Connecticut 1994 - 1997
Transportation Specialist
Provided safe transportation boarding and disembarking of high school and special education students.
Maintained a spotless driving record throughout the entire length of stay.
Drove charters to amusement parks and personal events.
Education
Ashworth College - Online Atlanta Georgia 2014-2015
Gunsmithing diploma
Troubleshooting,
Disassembling,
Repairing
Reassembling a variety of firearms.
Ikon Education Services – Bloomfield, Connecticut 1999
Microsoft Certified System Engineer Certification NT4.0
Networking Essentials
TCP/IP
Proxy Server
Windows NT Server
Windows NT Server in an Enterprise
Administering Windows NT Workstation
Hartford Technical Ins – Hartford, Connecticut 1992
Automotive Servicing
A.I. Prince Technical – Hartford, Connecticut 1991
High School/ Residential Electrical
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