Desktop Support Customer Service

DAVID J. LEVINE

** ********* *****, ********* ****, NJ 07677 • 973-***-**** • *************@*****.***

Certified Microsoft, Apple and CompTIA Technology Expert

Relationship Ambassador • Quality & Results-Driven Professional • “White-Glove” Executive Support

PROFILE, SUMMARY, CORE VALUES and ASPIRATIONS

As an experienced technologist and customer service ambassador, I contribute to a company's IT evolution and development by providing unparalleled customer fulfillment, satisfaction, innovation and technical expertise. It is my goal to seek a rewarding career within a thriving, progressive and dynamic company. I take great pride in providing world-class customer service to new and existing customers and believe in portraying myself as a positive, “lead-by-experience” team member and role model to fellow coworkers. I am a hard-working, dynamic thinker with extensive experience in creative problem solving, paying attention to detail and providing sound, repeatable solutions. I set myself apart from the crowd and strongly believe myself to be an asset to any organization that fosters and values these qualities in their employees.

AREAS OF EXPERTISE, SKILLS, QUALIFICATIONS and ACHIEVEMENTS

●Advanced experience with Macintosh MAC OS, Apple hardware, iPad, iPhone, MacBook, iCloud, etc.

●Subject Matter Expert with Microsoft Windows 2010, 2007, XP, Office 365, OWE, Outlook, Box, OneDrive.

●Professional graphic artist and expert troubleshooting with prepress, particularly with Adobe Creative Cloud/Suite (InDesign, Photoshop, Illustrator, Acrobat), pre-flight, direct-to-press, direct-to-plate, four- and full-color printing.

●Electronic Medical / Health Record Software experience - Technical Dress Rehearsal, BCA, EPIC.

●POS Systems, asset tracking, inventory forecasting, bidding, negotiating and purchasing.

●iPhone iOS and Android device troubleshooting, enterprise mobile management, Mobile Iron, InTune.

●Experience with Symantec VPN and OKTA Multi-factor Authentication.

●Knowledge of HIPPA Privacy, Personal Identifying Information (PII), SAS, SOX Compliance and Best Practices.

●Intermediate understanding, experience with Active Directory, networking, TCP/IP, DHCP, Static addressing.

●Exemplary problem-solving skills; able to identify problems and implement corrective processes.

●Able to quickly pickup and understand complex and challenging concepts, processes and technologies.

●Skilled at effectively communicating straight-forward and abstract technical concepts clearly and concisely.

●Strong written and verbal communication with a deep understanding of diplomacy, political correctness and effectively getting a point across to a broad range of participants.

●Skilled in cultivating positive relationships with clients and colleagues; particularly adept at communicating with clarity, perceptiveness and empathy to individuals from diverse cultural and organizational backgrounds.

●Strong leadership skills; able to prioritize, delegate tasks, and make sound decisions quickly.

●Self-starter with little guidance required whether working individually or in a team environment.

●Successful track-record for meeting timelines and reducing operating expenses.

●Published corporate Standard Operating Procedural documents, training material and technology guidebooks.

PROFESSIONAL EXPERIENCE

ALLERGAN INC. – Madison, NJ April 2019 – PRESENT

Desktop Support Technician (Managed Service Provider assigned to Allergan - employed by HCL)

Perform in-depth technical support and troubleshooting to Allergan associates and contingent workforce.

●Install, upgrade and troubleshoot Office 365 Professional Plus, which includes Skype for Business, Outlook, Word, PowerPoint and Excel.

●Install and configure OKTA Multi-Factor Authorization, Symantec VPN

●Reimaging of Windows 7 to Windows 10 OS with data migration and configuration

●Advanced end-user assistance with Windows 10, OSX, iOS, Microsoft Surface Hub, Avaya Business Telecom

BROOKSOURCE – Westwood, NJ Jan 2019 – March 2019

EPIC TDR Application Specialist (Consultant)

Configuration and testing for the EPIC Electronic Health Records (EPIC EMR / EHR) platform in hospitals, medical clinics and other healthcare facilities in the northern New Jersey area.

●Provided personalized and professional training to doctors, surgeons and medical staff on the Epic EHR.

●Technical Dress Rehearsal (TDR) for Go Live Event.

●Document Scanning and printer mapping and print test verification.

●Business Continuity Access - BCA Workstation Set-up and configuration.

●Hardware upgrade consulting - laptops, desktops, scanners and printers.

CHAMBERLIN INCORPORATED – Roseland, NJ Jan 2013 – Dec 2018

Technology / Application Specialist (Consultant)

Provided technical on-sight, telephone and remote support for Windows and Macintosh computer systems.

●Diagnosed and repaired Macintosh and Windows 10 desktop and laptop systems.

●Installed and supported Office 365, Cloud Storage Solutions, Adobe Creative Suite and proprietary software.

●Provided expert guidance on the purchase of Mac and Windows equipment, professional photography equipment, scanners and output devices, such as large format printers and scanners.

●Analyzed and installed various security and antivirus software packages to prevent viruses and malware.

ADP, INC. – Florham Park, NJ Dec 2007 – Dec 2013

Lead Technology Engineer / Help Desk Lead

Managed day-to-day strategic operations of the Retirement Services IT Support Department for end-user support for over 900 Retirement Services associates. Oversaw Server management and maintenance, logical and physical IT security, Audit Compliance and facility OSHA compliance planning and adherence.

●Provided White-Glove technical support to the all executive-level employees for all technology needs. Supported everything from A/V equipment to the latest mobile tech from Apple, Samsung, Microsoft, etc.

●Subject Matter Expert SME for all commercially-available and proprietary software and hardware technology.

●Managed projects related to hardware, software and general technology research, testing and deployment.

●Supervised internal and external SOX/SAS audit compliance.

●Provisioning and immediate Deprovisioning of all accounts for new hires and terminations for all ADP systems.

●Project Manager for ADP Disaster Recovery and Business Continuity. Coordinated annual DR/BCP testing.

●As Team Lead, first-call answer rate increased from 45% to 98% and first-call close rate from 45% to 95%

●Received hundreds of individual Service Excellence awards from ADP associates during my tenure.

RANDOM HOUSE, INC. – New York, NY Jan 2007 – Dec 2007

Lead Technical Analyst

Provided expert-level technical support for Apple and Windows systems including troubleshooting and support of desktop publishing applications. Managed high-priority projects for hardware and software rollouts, and upgrades.

●Implemented asset and license tracking database utilizing asset tags and portable hand-held label scanners.

●Authored a detailed technical support manual that was implemented and used by help desk technicians to diagnose and fix complex computer issues. Over 40 step-by-step topics were covered with images and steps.

●Researched, tested and implemented publishing-industry specific hardware and software solutions.

APPLE COMPUTER – Paramus, NJ Jan 2006 – Dec 2006

Mac Genius (Certified Hardware/Software Specialist)

Provided world-class technical support and customer service to Apple retail customers in a very busy, fast-paced retail environment. Worked with diverse customers from prospective “converts” to experienced Apple support professionals.

●Prioritized and performed intricate repairs on all Macintosh computers and Apple products in a timely manner.

●Mentored Genius staff and provided technical expertise to other Apple coworkers.

●Continually trained with new Apple technology to keep my skills applicable and relevant.

●Answered complex technical questions and trained customers on all Apple hardware and software products.

EDUCATION & CERTIFICATIONS

●Microsoft Certified Professional (MCP), Microsoft

●Certified Hardware and Software Technician, Apple, Inc.

●A+ Technical Certification, CompTIA

●Certified Associate Business Continuity Professional (ABCP), Disaster Recovery Institute International

●Diploma in Network Engineering, PC Age IT Career Institute

●Nassau Community College, Completed courses in Computer Science and Liberal Arts

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