Customer Service Engineer

Caileb Clark

Public Trust Clearance • 202-***-**** • ***********@*****.***

Skills

Hardware: HP desktop and laptops; Dell laptops and desktops; Lenovo Thinkpads; HP printers; Apple Iphones; Dell docking stations, scanners, and projectors

Networking: Troubleshooting network connection issues; Running cables and activating ports; VPN/remote connectivity; Connecting network printers

Software: Active Directory; Ticketing systems, Remedy and Right Now; Windows 7/10 migration (SCCM); Cisco Anyconnect; VMware; Office 365 Suite (Outlook, Excel, Word, and PowerPoint); Symantec Antivirus; Norton Internet security; Salesforce

Support: Helpdesk; escalation and documentation of technical issues on ticketing system (Remedy and RightNow); Customer service support (email, phone, in person); Sales Support (research market, product, service and client information for competitive analysis)

Experience

Department of Transportation Washington D.C

Help Desk Specialist Promoted to Desktop Engineer July 2019 – April 2020

Completed data migrations using USMT

Responsible for setting up and configuring workstations that are used in diverse environments, while adhering to security requirements

Prepared and delivered weekly reports to supervisor

Performed timely onsite and remote troubleshooting, debugging and repair of computer-related equipment

Provided feedback on problematic trends and patters in customer support

Imaged 20-30 laptops a week for new hires

Ensured compliance with all security requirements associated with software and hardware maintenance

Worked closely with external suppliers to schedule repairs for damaged/malfunctioning hardware

Upgraded users’ machine from Windows 7 to Windows 10

Tracked the opening and closing of service requests; In-processing’s, out processing’s and standard transfers

Responsible for the addition of workstations to the domain and correct containers in Active Directory

Successfully provided Tier I helpdesk support solutions built using Microsoft Teams and SharePoint

Resolved VIP and Executive customer issues

Maintained a service perspective including an understanding of relationships, dependencies and requirements of hardware and software components and the agencies that support them

Managed Remedy ticketing queue to ensure issues are escalated to the correct team (effectively documenting technical issues and assigning tickets)

Created numerous email groups in Active Directory

Identified potential issues with computer systems, installing and configuring software and managing user accounts

Active Directory account creations, password resets and email groups

Closed 90 % of my tickets without escalation

Answered 50 calls a day to ensure users are receiving quality and effective technical support

Troubleshot VPN and VDI issues (AnyConnect and VMware)

Troubleshot Outlook 365 issues (creating profiles, running repairs, adding customers to mailboxes, etc.)

Restarted, Reconnected, and disconnected VMware Horizon sessions for users.

Deltek Herndon, Virginia

IT Support Intern January 2019 – July 2019

Assisted with technical troubleshooting skills and experienced success resolving queries with minimal supervision

Inventory checks and Asset management with Deltek’s products (Vantagepoint and Costpoint). Ensuring the Deltek Learning Zone is updated

Installed drivers for printers and scanners

Set up equipment for employees and product trainings for users

Assisted with quality control / proofreading / editing documents / communications

Connected 80-100 computers to new printer network during department relocation

Installed Deltek’s ticketing software (Right Now Technology) throughout entire departments during relocation

District of Columbia Youth Rehabilitation Services Washington DC

Peer Mentor August 2018 – August 2019

Participated in weekly family engagement meetings to discuss personal issues and solutions

Visited youth in detention centers every Saturday to discuss their progress and well being

Facilitated with events to help the youth network and build social skills

Attended one on one counseling sessions with mentees to discuss emotional issues

Education

Year Up, National Capital Region Arlington, Virginia

Information Technology Training March 2018 – July2019

Earned credits through the American Council on Education’s College Credit Recommendation Services; coursework focuses on computer hardware and troubleshooting, quality assurance, project management, and customer service, along with Microsoft Office applications, advanced Excel, business writing, and public speaking

Practiced troubleshooting, installing, and configuring hardware and operations systems; practiced effective communication and listening skills to meet customer needs in difficult situations; learned about the components of a personal computer

Certified Year Up Tech

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