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HelpDesk, Desktop, Customer Support Service

St. Louis, MO
December 31, 2019

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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


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

Farmington Facilitator

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

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