Service Desk Technical Support

Steven D. Scott

*** ******** ***., *** *******, TX 75495

Cell: 469-***-**** Email: adct0v@r.postjobfree.com

O B J E C T I V E

Seeking a position in the field of computer technology services that I could be of service towards a higher leadership role.

W O R K H I S T O R Y

4/97-Present - Service Desk Technician & Independent contractor

Installing computers and hardware, upgrading all components of computer hardware.

Upgrading all components of computer hard ware

Consulting with clients to meet with their system needs

Installing software from servers or stand-alone disc.

Troubleshooting, break/fix, hard ware, software and network connection, internet protocols.

Repair PC computers and Troubleshoot systems

Responsible for desktop, laptop and mobile email break/fix issues

10/19-Present - Field Service Technician Contractor, NCR Corporation

* Troubleshoot cash registers and self-checkout machines for issues and repair.

* Replace hard drives, printers, coin and currency devices, cabling, credit/debit card readers that have failed or having issues.

* Documented tickets with troubleshooting process and closure notes while obtaining company service levels.

* Trained with co-worker with ATM diagnosis and repair.

9/23/19- 10/11/19 PC Refresh Deployment Technician, City of Mckinney, TX

* Worked with city IT department in replacing older pc’s and laptops to newly imaged systems within the city offices and police and fire stations.

* Duplicated customers setup of monitors and pc’s bundling wiring and confirming network connectivity after adding Windows 10 pc to domain.

10/19- 12/19 Electronics Tester, Grace Bridge Resale, Frisco, TX

* Testing all forms of small to large equipment of retail electronic equipment

and devices for functionality and resale.

* Research sales of tested items to price for sales floor.

1/17- 9/18 Service Desk Analyst, Lead Agent, HCL Technologies, Inc., Frisco, TX

* Provided phone and email support and troubleshooting procedures of computers,

peripherals and software in a Windows XP and Windows 7 and 10 environment.

* Reset network and application systems passwords.

* Documented tickets with high first call resolution while escalating Level 1

unsupportable issues to deskside support. Active Directory and exchange account

management - modifying distribution list, creating knowledge-based documents

* Leadership support as mentor/lead evaluating and mentoring agents for personal

growth and obtaining company service levels.

3/08 - 9/16 Service Technician II, CompuCom Systems, Inc., Plano, TX

* Provided phone and email support and troubleshooting procedures of computers,

peripherals and software in a Windows XP and Windows 7 environment.

* Used remote tools to install software or troubleshoot issues such as SAP, CRMS, web based

applications with Lawson, Java issues with Kronos and other proprietary systems.

* Reset network and application systems passwords.

* Documented tickets with high first call resolution while escalating Level 1 unsupportable

issues to deskside support.

* Extensive use of Active Directory and exchange account management - resets, creating or

modifying distribution list in AD Manager+.

7/99 - 12/07 Mentor - TSR 3, Telvista (formerly CompUSA Call Center), Dallas, TX

* Provided desktop escalated Level II support and Mentor support for 7-Eleven.

* Evaluated call and documented tickets, verbally coach and training of agents to attain

highest company goals and personal achievement records.

* Provided phone support with TAP extended warranty program for CompUSA.

TSR2 - Handling of escalated calls level 1 tickets from technicians who require additional support

or for supervisor role needs.

TSR1 - Troubleshooting all types of computers and peripherals, windows 95-XP environment.

* Diagnosis of hardware-software problems, network failures -present resolutions for repair.

* Created cases for repair on-site or for carry-in service for extended warranty TAP

customers with CompUSA.

* Escalations of cases to 7-Eleven deskside with correct documented level 1 information.

* Use extensive databases for job performance. Clients: CompUSA, 7-Eleven.

4/97 - 2/99 Owner and Manager, Computer Station, Lewisville, TX

* Partnership and then sole owner of a small business store front selling computers and

computer components.

* Purchased parts from wholesalers, built and sold computer parts and PC systems.

* Upgraded existing PC systems hardware and the operating systems.

* Troubleshooting of modems, other hardware and basic software systems and virus control.

7/91 - 12/97 Product Specialist-Supervisor, Best Buy Co., Dallas-Lewisville, TX

* Retail music, movies, video games and computer software sales.

* Worked through company to become supervisor at 2 stores managing up to 14 employees.

* Met company sales and department maintenance goals, created employee schedules,

maintained stock levels by informing regional buyer, assisted other departments with sales.

E D U C A T I O N

Associates of Applied Arts Degree, Art Institute of Dallas, Dallas, TX

Bachelors of Science Degree, East Texas State University, Commerce, TX

Masters of Music Education work completed, NTSU, Denton, TX

E Q U I P M E N T & S O F T W A R E

Built custom PC Windows based computers, Windows 95-W10, Office 2003-2016, ProComm,

Siebel, Mobile Iron, ADManagerPlus, Bomgar, RSA Console, A+ Certification, Network +

trained, Outlook 2010 & PowerPoint 2010 Certified. Ticketing systems including Clarify CRM,

Service Desk, Service Now, Remedy

END OF RESUME

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