Pursuing a Customer Services and Support position that allows me to perform the duties where I can support the operation of Client end-user peripherals, devices, installations, configurations, and troubleshooting, hardware, and computer peripherals are involved. Perform a supporting role communicating with customers while multitasking, diagnosing and resolving their issues
This supporting role could be creating tickets and assigning them or communicating to customers how to use a device or product.
Current: Certified Instructor
Detail: Cisco IT Essentials Certified Instructor, and CompTIA A+ Certified Instructor validates the skills required for facilitating entry-level computer support positions. IT Essentials covers fundamental computer and career skills for entry-level IT install, operate, and troubleshoot a small to enterprise size computer environments.
Cisco Certified IT Essentials Instructor - Current
CompTIA A+ Certified Instructor – Current
CompTIA A+ Candidate ID #- COMP1006930 - Current
RELEVANT WORK EXPERIENCE:
My experience as a Technician, and an Instructor makes me a valuable employee in customer services, support, and solving complex issues for the customer in a fast-paced environment.
3-years desktop, laptop, printer, support technician
1-year with level 1 helpdesk support.
Installs, system upgrades, and troubleshooting on Win 7, 8.5, and 10
Working knowledge of VPN’s, ticketing systems (Remedy, Service now), remote management.
SLA’s, hardware, computer peripherals, network set up
Maintained parts inventory and logged service/repair activity and related duties (SOP).
Windows network management: Active Directory, Assigning Passwords, Group Policy
OML - Cisco A+ Instructor 03/2019-Current
Facilitate Cisco IT Essentials and hands-on troubleshooting of hardware devices
Repair of computer and network devices.
Unisys Corp - Technician 01/2017-03/2019
Dell Computer Certified Representative
Deskside and Helpdesk supporting Dell hardware repair or replace
Lexmark Printer Certified repair
Rack/Stack/Cabling installation and configuration for various clients
Houlihan Computer Solutions - Technician 04/2014-01/2017
Set-up business training seminars
Bench repair, install, configure, set up to Client specifications
On-site networking 25-50+ computers
Movement of devices to and from Client site.
Missouri Vocational Enterprises– Facilitator 03/1999-04/2014
Responsible for training seminars delivering behavioral impacts in the workplace
Impact of yourself on customers
Empathy Training and Self-Assessment
Cognitive Behavioral Training (CBT)
Bowling Green Facilitator
Responsible for training seminars delivering basic knowledge of Computer operation and troubleshooting
Operating System Software, Hardware Presentation
Troubleshoot hardware repair and replace
Wipe hard drives, partition, prepare next class
Track data on students’ progress
Professional and Personal references upon request