Technical Support Service Desk

JAMES E. WISNIEWSKI

Altamonte Springs, FL *****

407-***-**** (Cell)

E-Mail: ****************@*****.***

OBJECTIVE

To obtain a full-time position with a reputable and purposeful organization, and an intermediary Information Technology position utilizing my troubleshooting skills and my strengths in varied skill sets as well as my strong work ethic. KEY QUALIFICATIONS

Call Center Operations Telephone Sales & Customer Support Inbound & Outbound Call Handling

Complaint Handling & Issue Technical support Interact strongly with people

Customer Service Assist with projects Technology Literate & detail oriented

Client Relations

EXPERIENCE

Mar. 2024 - July. 2024 ROTECH HEALTHCARE - Orlando, FL SERVICE DESK TECHNICIAN / TELECOMS PROVISIONING ANALYST

● Worked with IT Purchasing on projects such as Novatech printer rollout project; setting up installations.

● Handled help desk tickets, phone calls and installing applications on user computers.

● Worked with Telecom on ticket management, programming phones, supported back up networks, configured e-fax on Novatech printers.

● Devised Knowledge Articles on specific topics and published them in the Knowledge Base for collaboration.

Oct. 2023 - Feb. 2024 ABBOTT LABORATORIES - Maitland, FL TECHNICAL SERVICES REPRESENTATIVE

● Handled inbound and outbound phone support, emails in Kana and ticketing in the Helix system.

● Worked with nurses and doctor’s offices with issues pertaining to ID Now Covid-19 2.0 Antigen tests.

● Worked with customers with issues pertaining to the Binax Now Covid-19 2.0 self-tests.

● Processed returns/replacements.

Sep. 2022 - Sep. 2023 CARDWORKS SERVICING - Lake Mary, FL SERVICE DESK ANALYST

● Handled phone support, incoming incidents and ticketing triage.

● Updated and triaging tickets and responded to incidents as needed.

● Oversaw ServiceNow tickets from start to finish and deployed third parties as needed.

● Managed and deployed vendors.

● Troubleshot Windows and various client end-user devices such as Avaya, VMware Horizon, OneLogin, and Pulse.

● Utilized tools such as Cherwell and ServiceNow ticketing systems, Slack, Skype and conducted remote sessions using Bomgar.

Jul. 2022 - Sep. 2022 CHARTER COMMUNICATIONS - Orlando, FL ENTERPRISE TECHNICAL SUPPORT REPRESENTATIVE TIER I & II

● Troubleshooted all customer premise equipment.

● Responded to incidents and escalated tickets as needed.

● Updated tickets and responded to incidents as needed.

● Supported various client end-user devices such as Adva, Rad, Juniper, and Cisco.

● Utilized tools such as SalesForce, AgentOS, Linux command line. Mar. 2022 - July 2022 COMPUCOM - Orlando

FIELD TECHNICIAN

● Performed hardware installations, maintenance and replacement onsite of any and all technical equipment.

● Inspected wiring closets.

● Maintained networking equipment and company vehicle.

● Certification in Lexmark.

May 2021 - Mar. 2022. COMPUTER AID INC. (CAI) - Lake Mary, FL SERVICE DESK ANALYST

● Provided IT support and remote assistance for up to 1500 Seminole County employees, Windows troubleshooting, application troubleshooting and general troubleshooting, resolving and escalating tickets as needed.

● Reset passwords and unlocking accounts in Active Directory.

● Set up offices with computers and peripherals.

● Imaged/re-imaged computers.

● Helped users with O365, Outlook, Adobe issues, installs and support.

● Provided software support for FEMA personnel including firefighters and emergency management.

● Remoted to client computers using QuickAssist and Dameware.

● Updated and created Knowledge Articles in the Service Desk Plus ticketing system. Oct. 2019 – May 2021 CONVERGYS/CONCENTRIX - Lake Mary, FL APPLE CARD QUALITY ASSURANCE SPECIALIST

● Provided servicing and technical support for customers.

● Dialed outbound calls to collect debts and arrange payment plans associated with the customers / deferred payments and interest due to COVID-19.

● Worked fraud cases on the back end.

● Administered Quality Assurance evaluations for up to 400 agents monthly. Attended team meeting, presentations, new hire orientations and calibrations. Aug. 2018 – Mar. 2019 24-7 IN-TOUCH - Altamonte Springs, Fl CUSTOMER SERVICE REPRESENTATIVE

● Handled inbound calls, placed and modified orders, tracked shipments, and handled various other situations customers may call in about and resolved conflicts with customers.

● Answered customer queries and de-escalated when necessary.

● Provided floor support when necessary.

Oct. 2017 - June 2018 ALORICA - Lake Mary, Fl

CTSS DELL DESKTOP SUPPORT TECHNICIAN

● Handled inbound Dell Pro Support calls and IT pro calls.

● Remoted in over the phone to assist with the troubleshooting process.

● Scheduled installations and dispatched as required.

● Worked to resolve issues of various technical levels and complexity.

● Created tickets, documented and followed up with customers and clients on cases.

● Escalated issues to the appropriate departments. Jan. 2018 - Sep. 2019 TOTAL MARKETING CONCEPTS - Sanford, Fl CUSTOMER SERVICE REPRESENTATIVE

● Handled outbound calls such as political surveys.

● Performed sales retention for SiriusXM customers. Aug. 2017 - Dec. 2019 SERVING PEOPLE IN NEED (SPIN) VOLUNTEER CONCESSIONIST / CASH SUPERVISOR

● Helped to run concession stands for a nonprofit organization at venues such as UCF, Orlando City Soccer, Amway Center and Camping World Stadium.

●Helping to maintain and build a non-profit business in an established effort to raise money for charities and the local impoverished.

●Operated cash register.

●Counted cash and kept track of inventory.

●Food running.

Mar. 2016 - May 2017 SEMINOLE STATE COLLEGE - Sanford, Fl WORK STUDY STUDENT-HELP DESK- Computing and telecommunications services department.

●Provided active directory administration for security assessment.

●Worked on projects such as unboxing and dismantling of equipment.

●Created user and administration accounts.

●Set up faculty and staff offices with equipment, peripherals and IP phone systems.

●Provided PC support and technical help for students, faculty and staff. Dec. 14-18 2015 SEMINOLE COUNTY PUBLIC SCHOOLS – Altamonte Springs, FL Internship JOB SHADOWER

●Provided active directory assistance and helped with group policies

●Reimaged computers

●Set up networks and created local admin accounts

●Installed QuickBooks software on at least 30+ computers. Jul. 10 2014 – 2019 JOURNEY CHRISTIAN CHURCH – Apopka, FL VOLUNTEER MINISTRY LEADER

●Help set up for events such as the Bread of Life; move items and set up tables.

●Help unload, assemble, and distribute boxes of food to local families in need.

●Served in the Journey Café; handling and serving food and coffee, restocked and sanitized. Jan. 2012 – Mar 2014 CAPITOL RADIO COMMUNICATIONS – Altamonte Springs, FL ASSISTANT BUSINESS DEVELOPMENT MANAGER

• Gathered contact information on large and small wedding and event planners, universities, trade shows, fundraisers, expositions, and exhibitions, etc.

• Organized information and assist in leasing two way radios and radio equipment to over 400 companies.

Education & Professional Development

2014-2019

Seminole State College of Florida, Sanford, FL - Bachelor of Science Degree in Information Systems Technology and CyberSecurity.

●Graduated Magna Cum Laude with Honors and President’s List Awards

●Work Study for the Help Desk in the Computing and Telecommunications Services Department

●Network Internet Technology Association (NITA) - Marketing Chair Officer

●Programming Engineering Networking Technology Arts & Security (PENTAS) - Vice President

●Splunk Fundamentals 1 Certificate of Completion

●Pursuing CompTIA A+Network+ & Security+ certifications

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