Desktop Support Customer Service

KWAME F. HOLLINS-OLIVER

Telephone: 347-***-**** Email: ***************@*****.***

EXPERIENCE

Crystal Run Health Transformation Middletown, New York 08/2019 – Present

Information Technology Help Desk

Day-to-day technical support to over 350 doctors, 2,000 employees and 10 buildings.

Provide support for hardware such as HP Windows PC’s, Dell Windows OS Thin Clients, Windows 7 & 10 operating systems, HP network printers, Fujitsu Scanners, Cisco desk-phones and the Samsung Galaxy cellphone series.

Troubleshoot with applications such as Citrix Workspace, Microsoft Office, Cisco Finesse/Jabber/AnyConnect, Nextgen EHR/EPM, TigerConnect, Nuance Paperport and RightFax.

Utilize programs such as Windows Remote Desktop Connection, Windows Command Prompt, Windows Powershell, Microsoft Active Directory, Citrix Director, Outlook Admin, Airwatch and Dameware Remote Control.

Handle tickets and answer calls within the help desk queue. Gather pertinent information for the tickets, to either resolve or re-assign to another queue. Follow up with user(s) who have any open ticket(s) in the queue, to see if the problem is resolved or assistance is still needed.

Participate in upgrade projects to the computers, network, or software to support and enhance the user performance, stability, and workflow.

Participate in weekly team meetings with other peers within the department to discuss any issues and brainstorm on resolutions.

Assist with desk hardware workstation set-ups and profile changes for new hires, transferring users, or users being sent home to telework.

Charter Communications Middletown, New York 04/2019 – 08/2019

Customer Service – Internet Repair

Addressed home internet issues with Spectrum customers, to either solve the connection issue or determine a necessity for a field visit.

Actively and consistently supported all efforts to simplify and enhance the customer experience.

Effectively presented, educated and discussed Spectrum internet products and services.

Conveyed an image of quality, integrity, and superior understanding regarding internet services.

Addressed any questions, complaints, and concerns within the scope of responsibility.

Remained current and knowledgeable on every aspect of supported internet products and services.

Accurately documented customer account records based on actions taken. Facilitated customer issue escalations to local management/support as required.

Participated in quality coaching sessions to ensure efficient and effective interactions with customers.

United States Census Bureau Liberty, New York 05/2019 – 11/2019

Fingerprint Operator

Successfully completed the Onboarding Appointment of the U.S. Census Selectee, by providing excellent and time-efficient service.

Operated fingerprint reader/document imaging equipment to create electronic files, using the provided software.

Collected two sets of ten-finger fingerprints for individual selectees in either digital and ink formats.

Entered data into computer as appropriate, troubleshoot and adjusted equipment when necessary.

Adhered to all company policies and procedures regarding the secure handling of selectee data, security, and confidentiality.

Performed administrative duties such as time keeping, shift schedules, daily activity reports, card inventory, equipment inventory and requisitioning supplies.

EDUCATION

Lehman College Fall 2019 – Present

B.S. – Computer Science

Bronx Community College Fall 2016

A.A.S. – Graphic Design

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