Desktop Support Customer Service

Christopher W. Kubinski

* ********* ** – Robbinsville, NJ 08691

609-***-**** adcqkp@r.postjobfree.com

EDUCATION

Mercer Community College, West Windsor, N.J.

Associate in Applied Science – Information Technology.

CompTIA A+ Certification

SUMMARY OF QUALIFICATIONS

15 years of combined Customer services and IT Technical Support within technological applications involving UNIX, DOS, and Windows environments

Provided information technology technical support for users both local and remote desktop support.

Documented call and customer interactions via ServiceNow and HDS ticketing system software.

Navigated customer accounts with existing technologies such as Remote Desktop, Remote Connection

and Bomgar applications.

Unlocked and reset account passwords for users in multiple platforms such as Windows, Unix, and

in-house developed applications

Installed software, updates, and fixes for users.

Assisted users with all Microsoft Office products.

Provided assistance with VPN, LAN, and WAN networks.

Able to install/image systems.

Helped survey and debug beta program development under the direction of training leaders.

Attended constant weekly training to provide support to users regarding our company updates.

Serviced laptops, desktops, printers, I pad and blackberry devices.

Helped maintain printer support including installing printer drivers, maintaining printer jobs, and requesting tickets to be serviced when needed.

Answered questions for healthcare education o7f both claims and medical guidelines under Aetna

Explained procedures regarding benefits, medical claims, eligibility, and medical necessity guidelines.

Clarified forms for member and provider offices including billing and procedure codes.

Gave instructions and resolved problems for durable medical equipment billing which included vaccines.

Daily claims processing in which a preliminary review of forms supporting documents to assure all pertinent information that was submitted and regulations and rules are followed under claims filing compliance..

Use of Microsoft Office Suite as well as text based editing for data entry/processing.

Tracked and fulfilled open customer service requests via Microsoft Outlook/Lotus Notes.

Fulfilled technical support for resolution of online claims production including claims history aggregates.

Technical Skills

Operating Systems – Dos all versions, Windows 95xx, 98, XP, Vista, Windows 2003, 2008 A and 2012 Server/Active Directory as well as Windows 7 and 8. Knowledge of UNIX and Oracle

Applications – MS OFFICE 2003, 2007, and 2010 which includes Excel, Power point, Word experience. Access. Lotus 1-2-3, WordPerfect, Norton Antivirus, Norton Utilities. IE XXX-10, Citrix for VPN, Windows Remote Desktop Connection, Windows Remote Assistance

Hardware – PC Support, peripherals, office equipment on Cisco routers, hubs and switches

Professional Experience

Sunrun - Horizontal Integration

26 World's Fair Dr.

Somerset N.J

2-2018 – 4-3-2020

Desktop Support – Resolution through a walk up center client face to face

Imaged Laptops using Windows 7 and Windows 10 images

Created and Resolved tickets with use of Remedy

Inventoried Laptops and computer accessories

Backed up and restored clients window profile information as well as migrated clients

to cloud based technology.

Provided printer support driver installs and team network setup.

Provided backup to team support for all local locations with remote support assistance.

Use of Windows DOS applications to access multiple applications such ass Add/remove programs and

Desktop configurations

Enforced and worked with security protocols.

Provided Virtual Private network support so that users could connect remotely via both IP address

and website locations

Horizon Blue Cross Blue Shield

1700 American Way

Pennington, NJ 08534

6/29/2017 – 8/3/2018

Desktop Support – Resolution through a walk up center client face to face

Imaged Laptops using Windows 7 and Windows 10

Created and Resolved tickets with use of ServiceNow

Scanned Inventory including Iphone, Laptop and Mifi devices.

Backed up data for clients and then retored.

Provided HP Printer support including driver installs, ink and drumreplacements.

Aided with Network support of printers which verified IP location on network and area

Provided backup to team support for all local locations

Installed and uninstalled software through Smtools software

Provided Support on Windows Xp and Windows 7 platforms

Provided fresh installs for clients for refresh of client equipment contracts.

Use of Registry Editor to clean up installation paths.

Use of Windows DOS applications to access multiple applications such ass Add/remove programs and

Desktop configurations

Enforced and worked with McAfee security for clients

Provided Virtual Private network support so that users could connect remotely via both IP address

and website locations

Bank of America

1300 Merrill Lynch Dr.

Pennington, NJ 08534

12/2015-4/11/2017

Desktop Support – Level 2/3 Support

Resolving tickets through use of Remedy/Itsm software daily

Provided user support through Dameware and Remote Desktop Console

Provided

Installed and uninstalled software through Smtools software

Provided Support on Windows Xp and Windows 7 platforms

Provided information to management using V-lookup and pivot tables via Excel Spreadsheet data used for

tracking our uninstallation of software.

Analyzed data through multiple levels including SQL searches and excel spreadsheets.

Use of Registry Editor to clean up installation paths.

Use of Windows DOS applications to access multiple applications such ass Add/remove programs and

Desktop configurations

Enforced security protocol

Provided Virtual Private network support so that users could connect remotely via both IP address

and website locations.

Dell /EPA

2890 Woodbridge Ave

Edison, NJ 08837

11/1/2014 - Current

Assisted, maintained, and upheld procedures for logging, reporting, and statistically monitored PC performance

Documented instances of hardware failure, repair, installations, and removals

Installed and configured desktop, laptop devices and peripherals

Supported implementation of computer projects and hardware installations

Installed, maintained, and configured application and operating system software/upgrades

Setup and supported IPhone, Windows phones, Android, and blackberry devices

Supported network and remote support connectivity issues

Removed old desktops and laptops from users and preformed data migration to user equipment

Worked in work ques to both resolve and close tickets

As a team player, interacted with both IT staff, vendors, and users to maintain positive relationships

Completed all requirements for training which included HIPAA privacy

Willingness and loyalty to follow any required procedures necessary to comply with local and federal laws

Bank of America

1300 Merrill Lynch Dr.

Pennington, NJ 08534

05/29/2013-12/31/2013

Desktop Support – Level 3

Uninstall applications via Remote Desktop Console

Provided Support on Windows Xp and Windows 7

Provided information to management using V-lookup and pivot tables via Excel Spreadsheet data used for

tracking our uninstallation of software.

Analyzed data through multiple levels including SQL searches and excel spreadsheets.

Use of Registry Editor to clean up installation paths.

Use of Windows DOS applications to access multiple applications such ass Add/remove programs and

Desktop configurations

Enforced security protocol

Provided Virtual Private network support so that users could connect remotely via both IP address

and website locations.

PHH Mortgage

1 Mortgage Way

Mount Laurel, NJ

11/1/2012-03/21/2013

Help Desk Analyst

Unlocked/Reset Windows NT accounts that were locked due to repeated incorrect entries.

Enforced security protocol

Re-synched RSA tokens and Re-assigned RSA Tokens

Provided Virtual Private network support so that users could connect remotely via both IP address

and website locations.

Helped resolve users Ethernet connections

Remote to users via remote desktop, bomgar and remote connection to users to help with computer display and fax settings.

Supported Citrix application and released users hung sessions.

Supported Microsoft Office application for general support questions and issues including Word, Excel, Microsoft Communicator and Outlook.

Handled CPI, Extra and Maximo password reset/unlocks.

Assisted users with all Information Technology problems in areas such as word processing, spreadsheets, e-mail, shared files, printing, searching for information on the Internet, etc.

Answered telephone calls, responds to email, web, and personnel requests for technical support.

Documented, tracked, and monitored the problems encountered to ensure a timely resolution.

Resolved problems for individuals and groups in an efficient manner, recognizing the proper course of action to take.

Logged calls with Service Now application software.

Xerox-ACS

Cherry Hill, NJ

08/20/2012-10/26/2013

Customer Care Specialist

Provided assistance for employee annual enrollments period.

Helped provide information about heath care benefit rates, information on policies and

Explained how they work.

Reviewed customers’ guidelines for enrollment to see if they qualify.

Explained laws involving taxes and domestic partners for qualification.

Educated users on company website navigation and self-enrollment procedures.

Advised timeframes of open enrollments and when they expire.

Helped work with team players to better understand healthcare and medical guidelines in

accordance with insurance practices.

Aetna, Cranbury, NJ

08/1999-3/2010

IT Unit Wizard (1999-2010)

Unit Wizard -Help Desk Analyst Roles covered

Unlocked/Reset Windows NT accounts that were locked due to repeated incorrect entries.

Enforced security protocol

Re-synched RSA tokens and Re-assigned RSA Tokens

Provided Virtual Private network support so that users could connect remotely via both IP address

and website locations.

Helped resolve users Ethernet connections

Remote to users via remote desktop, bomgar and remote connection to users to help with computer display and fax settings.

Supported Citrix application and released users hung sessions.

Supported Microsoft Office application for general support questions and issues including Word, Excel, Microsoft Communicator and Outlook.

Handled CPI, Extra and Maximo password reset/unlocks.

Assisted users with all Information Technology problems in areas such as word processing, spreadsheets, e-mail, shared files, printing, searching for information on the Internet, etc.

Answered telephone calls, responds to email, web, and personnel requests for technical support.

Documented, tracked, and monitored the problems encountered to ensure a timely resolution.

Resolved problems for individuals and groups in an efficient manner, recognizing the proper course of action to take.

Logged calls with Service Now application software.

Customer Service Representative (1999-2002)

Preformed work as representative answering calls regarding members benefit rates, claims payments,

explanation of plan requirements and how the procedures work.

Explained referral process and precertification guidelines to both consumers of healthcare and medical/hospital offices whom serviced the patients.

Communicated internally to both immediate team offices and internal divisions such as our nursing precertification in order to assist member.

Escalated issues in need of beyond level 1 service

Service Consultant (2002-2010)

In addition to Customer Service Responsibilities, I had processed medical and hospital claims.

Imaged claims and correspondence through our internal technologies.

Applied Computer Resources – Toms River, NJ

(1995-1997)

Information Technology Specialist Support

Preformed work as a representative answering calls regarding shop owners and shop workers automobile and truck repair software.

Informed end users of the software how to use, navigate, edit data, plan, manage, and back up their

shop statistical data of both daily/weekly/monthly income and repair orders.

Assisted in both conversion of DOS to Visual basic application of end of day program which enabled

tracking of business logs and mailing responsibilities.

Assisted in production of sales presentation in9cluded on CD/DVD media to sell product.

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