Desktop Support Customer Service

W**** Endeavour Dr., North Fond du lac, WI *****

********@*****.*** • 920-***-****

OBJECTIVE

To obtain a helpdesk or desktop support role involving working on a Helpdesk, setting up work stations and troubleshooting to further my knowledge and experience in the IT field.

Skills Summary

Windows 95, 98, 2000, XP, Vista, 7, 10

Windows Server 2003, 2008, 2010, 2013

Outlook 2003, 2007, 2010, 2013, 2016

IPhone, IPad, Android mobile devices

Active Directory

Microsoft Exchange 2003, 2008, 2013

Microsoft Office Suite 2003, 2007, 2010, 2013, 2016

Manufacturing IT Support

Symantec Ghost

SharePoint

Lotus Notes client

Norton Anti-Virus

McAfee Anti-Virus

Kronos

Service Now

Contact Center Anywhere

WDS (Window Deployment System)

SCCM (System Center Configuration Manager)

Wyse and Thin clients

VMware

Wyse Terminal

TECHNICAL CERTIFICATIONS

Microsoft Certified Professional (MCP)

Service Desk Professional (SDP)

Microsoft Certified Desktop Professional (MCDST)

Windows 7 Configuration (MCITP-W7)

System Center Configuration Manager (SCCM)

EDUCATION

Moraine Park Technical College, Fond du Lac, WI

Associates Degree - Technical Support Specialist 2005-2008

Associates Degree - Networking Specialist 2005-2008

PC ProSchools, Brookfield, WI 2010-2011

Certification Camps, Sarasota FL 2018

Professional Experience

A3 Systems @ Anthem\Blue Cross October 2019 to Present

Desktop Support Level II

• Pc Refresh

• Update windows 7 to 10

• Troubleshoot and support laptops, desktops, tablets, printers, smart phones, and associated software and applications.

• Maintains documentation of network and servers and other IT processes.

• Provide exceptional customer service in person, via phone and email as appropriate

Addison Group April 2019 to June 2019

Field technician

• Troubleshoot and support laptops, desktops, tablets, printers, smart phones, and associated software and applications.

• Maintains documentation of network and servers and other IT processes.

• Monitors servers, applications, network and other event logs daily and responds appropriately to presented situations

• Provide exceptional customer service in person, via phone and email as appropriate

• Supports, installs, and maintains personal computers, local area networks, server hardware, operating systems, software, and related IT sanctioned peripherals

Tidiproducts Neenah WI February 2018 to April 2019

IT Support Analyst II

• Provide exceptional customer service in person, via phone and email as appropriate

• Troubleshoot and support laptops, desktops, tablets, printers, smart phones, and associated software and applications.

• Install and configure operating system software and associated applications.

• Perform new user administration duties based on existing roles established

• Perform back-up/restore procedures per defined processes.

• Perform preventative maintenance including repairs and upgrades on company technology

• Maintains documentation of network and servers and other IT processes.

• Serves as a "backup" for other team members, seeks cross-training in their areas of expertise, and performs their duties in their absence

• Monitors servers, applications, network and other event logs daily and responds appropriately to presented situations

• Excellent verbal and written skills.

• Excellent problem solving skills.

• Perform work on IT projects and provide after hours coverage following on call rotation.

• Conduct training on processes for IT staff and end users.

• Perform other duties as assigned.

TEK Systems @ Oshkosh Corporation\Defense, Oshkosh WI November 2016 to December 2017

Computer Services Analyst III

• Perform analysis and administration

• Meet with internal/external customers to understand requirements and make recommendations

• Identify continuous improvement opportunities and provide a recommended course of action

• Maintain working knowledge of systems

• Actively participate in projects as assigned

• Travel between facilities to provide on-site support to a geographically dispersed work force

• Consistently resolves incidents and fulfills requests per the documented service level agreement (SLA)

TEK Systems @ Dell-Affinity Health Appleton WI May 2016 to November 2016

Field Services Technician

• Provides technical support and training to personal computer and PC network users. Assists users in solving problems using available hardware and software tools

• Supports, installs, and maintains personal computers, local area networks, server hardware, operating systems, software, and related IT sanctioned peripherals

• Installs and supports both hardware and software components for user group

• Performs preventive maintenance, test and repair of equipment

• Evaluates system configuration and software to ensure effective use of hardware resources

• Addresses and resolves hardware, software and customer issues

• Engages users to determine their potential future business requirements

• Provides positive customer experience with each customer interaction

• Travel to different clinics for support

Apex Systems Inc. @ Jewelers Mutual Insurance Neenah WI October 2015 to April 2016

Service Desk Technician

• Provide Level 1 – Level 2 technical support to internal customers through walk-in, phone, and self-service contacts to the Service Desk.

• Use Service Desk ticketing software to document all requests and incidents, actions taken, and to manage workload.

• Escalation of issues to other IT resources as situations require more specialized skill sets

• Resolve tickets regarding company-issued hardware including Chromebooks, thin-clients, monitors, and iPads, multi-function printers, conference room presentation equipment, telephones and hotspots.

• Proactively assist in monitoring system alerts and troubleshooting IT services provided to JM users.

• Administer new user account access, provisioning of security/permissions, decommissioning of accounts.

• Serve as single point of contact for end-users, representing the department and providing communications to the organization.

• Assist in employee moves, coordinating action with Facilities representatives.

• Manage checkout equipment processes and inventory.

• Troubleshoot and support specialized software used within the business units.

• Provide customer service and support improvements to the customer experience through daily interaction with internal customers.

• Create documentation to support procedures within the department and to train users.

• Keep abreast of current and emerging technologies.

• Work with vendors to escalate issues requiring attention.

• Project Management and Cross-functional Team participation.

• Provide reporting to assure compliance with various industry audit requirements.

Dedicated Computing, Appleton WI March 2013 to June 2015

Service Team Engineer

• Provide superior customer service at all times, both internal and client-facing.

• Communicate clearly, effectively and professionally to all people regardless of company or role.

• Support customer IT assets, end-users, systems and software over the phone and through automated tools.

• Assess and respond to incoming server and network issues.

• Achieve first call resolution (FCR) of incidents where possible.

• Escalate incidents to Tier II via established processes where required.

• Document and/or refine processes, procedures and standards.

• Maintain service tracking application so it reflects an accurate and up to date portrayal of all open service tickets at any given time.

• Keep customers informed of the status of all calls, including scheduled visits, status of orders and any changes to the status of a call.

• Follow up on all completed calls to ensure customer satisfaction and gather appropriate information on any outstanding issues.

• Estimate and communicate all costs of repairs with the customer to establish proper expectations.

• Accurately communicate pricing, service and warranty policies.

• Expand technical knowledge and stay abreast of emerging technologies with systems and networking products and technologies.

Exacta Corporation @ Saputo Cheese USA, Waupun WI August 2011 to December 2012

Helpdesk\Desktop support

Aerotek @ Mercury Marine, Fond du lac WI, May 2011 to August 2011

Helpdesk

K-Force @Wisconsin Department of Administration, Madison WI December 2010 to May 2011

Analyst

Velocity Staffing@Milwaukee County Courthouse, Milwaukee WI, November 2010 to December 2010

Desktop technician

TEKsystems - Kohls Department Store, Manitowoc, WI August 2008 to September 2008

Computer Technician

TEKsystems - WI Dept. of Health & Family Services, Madison, WI May 2008 to June 2008

Desktop Support 2

North Fond du Lac School District, Fond du Lac, WI November 2005 to March 2008

Computer Technician

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