Desktop Support Customer Service

John J. Bonner

** ***** **** ****, *********, PA, 19054

Home: 215-***-**** Cell: 609-***-**** **********@*****.***

Objective: To continue to grow in my career and obtain a challenging technical support position as a Lead or Representative where I can leverage my talents and hands-on working knowledge, problem solving abilities, and communications skills to support people and hardware on-site, as well as the software used on systems.

Qualifications: Proven leader who fosters teamwork, strong analytical skills to solve problems quickly, and seasoned technical support professional with excellent communication skills to interact at all levels of management.

professional experience

IBM GLOBAL SERVICES

IBM GLOBAL SERVICES contracted to Anthem Blue Cross Blue Shield,

Member of ATS Team (Advanced Technical Support), January 2018 to present.

Provide remote services to a user base of 96, 000 users throughout the US and offshore in a fast paced environment.

Manages a queue of Incidents using Service Now resolving tickets in a timely manner.

Proficient with Dameware for remote administration and troubleshooting.

Proficient with SCCM for software deployments.

Uses Active Directory for user account administration.

IBM GLOBAL SERVICES contracted to PHH Mortgage, Mount Laurel NJ

Team Leader, DESKSIDE SUPPORT TEAM, August 2013 to December 2017:

Team lead of 16 who manages and provides guidance to 16 technicians in four different locations. Mt. Laurel NJ, Jacksonville FLA, Buffalo NY, and Chicago IL.

Guides team in providing services in a client, multi-vendor, multi-protocol complex network/systems environment.

Interact frequently with clients, vendors and management to ensure high level of client satisfaction.

Acts as a technical resource and point of escalation for Team members.

Possess an in-depth knowledge of technical solutions and management tools.

Move coordinator who plans, implements, and finalizes large scale team player moves.

IMAC coordinator who achieves a 3 day SLA for approximately 600 IMAC’s per month.

PHH/Cendant Mortgage, Mount Laurel, NJ; October 1997 to August 2013

Contractor/Sr. Technical Services Specialist/Technical Lead, Deskside Support Team:

Serve as forward-thinking professional with innovative ideas and the ability to change quickly as needed.

Possess excellent communication skills to foster relationships with company peers, clients, and management.

Present instructional session with bi-monthly new hire Mortgage Advisor Class to teach them how to use VPN and other remote applications.

Provide technical and leadership support for 3,000 employees in Mt. Laurel, NJ facility.

Act as liaison between business leaders (including senior management) and IT for business requests, escalations, and potential issue solutions/resolutions.

Highly proficient in remote access technologies to include VPN, dial-up, and terminal services.

Highly skilled in configuring laptops, printer configurations and repair, Blackberry for communication, Service Now, SRS, NetIQ, Bomgar (Remote Assistance) and Ghost (PC Imaging).

Proficient in troubleshooting Windows, Outlook

Configure and repair all laptop challenges for high priority escalations.

Monitor and manage queues for escalated issues to ensure the most efficient turn times to resolution for our customers.

Clear understanding of customer service with use of flexibility and professionalism.

Collaborate with End-User Computing Manager/Director and other business leaders to develop and implement Deskside Support and Asset Management policies and procedures.

Extensive knowledge of PHH systems, infrastructure and processes.

Mentor Deskside Support members of the team (FTE and contract employees) as needed.

Interface with the business, Facilities and other IT areas in regard to employee moves, additions, and changes within PHH to minimize disruptions and down time.

Identified by End-User Computing PHH leadership as a Deskside Support subject matter expert, as well as go-to person for complex installs and printer challenges.

Built and provided procedures and first-level troubleshooting processes to Helpdesk staff.

Trained in house and telecommuter employees on network, internet, e-mail, and web site connectivity.

education/training

CHI Institute, 1995, Southampton, PA.

Computer Systems Diploma

Certified on all HP and OKI printers.

Certified on all Dell desktops and laptops.

references

Available upon request

Contact this candidate