Desktop Support Service
Resume:
MARK
WASHINGTON
********@****.***
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
2
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.
4
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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