MARK

WASHINGTON

ade1bh@r.postjobfree.com

EMAIL

678-***-****

TELEPHONE

OBJECTIVE

To secure an opportunity in the

Information Technology Field

System to further utilize my vast

technical experience to support and

facilitate the organizations IT needs,

thereby ensuring that the computer

systems will function efficiently and

securely.

SKILLS

Proven abilities in software

applications hardware and support

for a variety of businesses.

EXPERIENCE

HCL Technologies December 2019 to Current

End User Support Technician

To diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications. To assist all our users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

The Configuring of Outlook 365 and Outlook 2016

To accurately record, update and document requests using the IT service desk system.

To install and configure new IT equipment.

To resolve incidents and upgrade different types of software and hardware To resolve incidents with printers, copiers and scanners To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

User account creation for Active Directory and password resets Remote desktop connectivity applications like SMS, Bombard, WebEx, Live Meeting, and Windows Native tools.

Compucom July 2019 to November 2019

Desktop Support Technician

To diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications. To assist all our users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

The Configuring of Outlook 365 and Outlook 2016

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Software

Microsoft Windows, PeopleSoft

8.0, Clarify, PageMaker, Ventura

Publisher, QuarkXpress, Harvard

Graphics, MS Project, Timeline, CA

Super Project, Corel PhotoShop, and

Microsoft Office, Adobe Creative

Suites and Clarify.

Technical Skills

PC Configuration, PC Upgrading and

Installation, TCP/IP, FTP, WIFI

setup and configuration.

Replace system boards, and install

different hardware as required.

Rebuild damaged systems. Reimage

hard drives via system recovery

software or via network using SCCM

(System Center Configuration

Manager)

Email setup and configuration

(Outlook) Also backing of Outlooks

files and folders. Configure web

browsers (MS Explorer, Firefox,

Opera, Chrome and Safari)

Certifications

Dell Trained and certified on Dell

PowerEdge servers (R310, R410,

R610, C1100, C6100) performing

upgrades of expander card, hard

drives and peripherals as required.

Dell All-in-One 7440, 9030, OptiPlex

9020, 7010 and 780.

Lenovo Desktop/Laptop Computers.

Lexmark Trained Certified on

MS711/81, T632, T644, T650, T656,

T658. Lexmark E 460, X364 and a

host of other Lexmark and HP

Printers,

CompTIA A+ Certification June

2014

To accurately record, update and document requests using the IT service desk system.

To install and configure new IT equipment.

To resolve incidents and upgrade different types of software and hardware To resolve incidents with printers, copiers and scanners To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

User account creation for Active Directory and password resets Remote desktop connectivity applications like SMS, Bombard, WebEx, Live Meeting, and Windows Native tools

Compucom August 2014 to May 2019

Field Service Technician

Implement service, repair and/or installation of company product(s) including system hardware, software, PCs and Point of Sale (POS) equipment. Deliver technical support to customers on operational or maintenance aspects of system equipment. Serve as customer contact on technical and service related problems. Identify mechanical, hardware, software and systems failures, using established procedures. Determine most cost-effective repair / resolution to minimize customer downtime. I also performed Break and Fix, of Dell All in Ones, Lenovo, Lexmark Printers and HP servers. Also will updated Network peripheral in the Data Center for our client. I we replaced failed storage devices and replaced and upgrade Memory.

Office Depot/Compucom Tech Services

Techical Support Implemented services, repairs and/or installation of company product(s) including system hardware, software, Personal Computers.

Tech Support Included

Data Migrations

Printer and Device setup (Ring, Phones, TV and Printer) Onsite of Remote Phone Support

Diagnostics and Consultation of services offered or needed NCR Corporation November 2011 to May 2014

3

Planned, assembled and installed computer systems in designated networks as per specifications. Installed and configured IT network components and assisted in the implementation of designed IT network configuration. Provided customer service for different firm/ departments and resolved hardware and software technical problems in the system elements after detailed analysis, including computer failures and software malfunctioning. Monitored and administered IT systems of firms and made recommendations to senior managers regarding hardware replacements, upgrades and new installations required. Provided solutions and technical guidance to clients facing technical issues and difficulties. Maintained records of hardware issues, performance and supplies. AT&T Wireless (Norcross, GA.) March 2005 to April 2011 Assisted customers with both the activation of new lines of service and educated customers on billing inquiries. I also assited on configuring their mobile devices and also educated customers on the rate plans that are best for them. Processed customer relocations and iPhone activations. AT&T Wireless (Cedartown GA.) June 2004 to March 2005 Worked as a WLNP Transfer agent in the Porting Department. I assisted customers, agents or dealers in transferring of customer’s mobile telephone numbers into or out of Cingular Wireless. Additionally, I provided support with adding or removing features for customers, and handled trouble shooting for customers, agents or dealers porting requests. EDUCATION

DEGREE / DATE EARNED

Masters Of Science Degree in Computer Information Systems University of Phoenix in Atlanta, GA campus, July 2008 Bachelors of Science Degree in Network and Communications Management

DeVry University, July 2005.

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VOLUNTEER EXPERIENCE OR LEADERSHIP

Serve as a trainer to orient new hires with current employer, and provide on the job support when they need it. Sound Engineer at my church.

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