Customer Service Technician

WALTER LATIMER

Charlotte, NC ***** 980-***-****

*********@********.**.*** linkedin.com/in/walter-latimer-047450196

FIELD TECHNICIAN

Proactive, IT professional with a broad range of customer service, troubleshooting, and sales experience. Strengths include excellent analytical skills, and willingness to learn and apply new concepts. Trained in break/fix for PCs, Macs, laptops, and network support. Works well independently and as part of a team in deadline-driven, fast-paced environments.

TECHNICAL EXPERTISE

•Troubleshooting PCs and Macs • Data migration USMT • Printers break down

• Replacing system board • Installation operating system • Replacing system board SCCM software

EXPERIENCE

Eliassen Group, Charlotte, NC June 2020 - Present

PC move Technician

Taking down Monitors, phones, Keyboards and Mouse, docking stations, and preparing them to be moved to a new location where we set the station backup.

HP, Charlotte, NC February 2013 – October 2019

Field Technician

Handled desktop, laptop and printer issues, in addition to conducting operating system and data migrations, for Fortune 500 financial institutions both onsite and remotely.

Eliminated escalation help desk ticket status as a result of using organization skills to allocate and resolve as many thirty (30) help desk tickets on a daily basis.

Company policy caused delays with end user being service.

Implemented thirty minutes call back to each customer.

Back log was cut in half after implementing, the thirty minutes call back.

SMELL LIKE ROSES, Charlotte, NC March 2008- January 2013

Cleaning Technician

The goal was to clean each house within two (2) hours with outstanding customer service and resolve concern.

In the cleaning business, building a rapport led to increase client between two -three a month.

Schedule was done monthly to measure the revenue for the coming month.

Always meeting the appointed time build trust and generate customers.

Growth was the result of outstanding customer service.

Buchanan Technology, Charlotte, NC August 2011 – October 2011

Field Technician

Performed hardware and software troubleshooting to address and resolve concerns. Installed network printers, and added new users to network.

Provided onsite service to five different car dealerships in the Charlotte area

Lack of customer service skill or rapport.

One on one and online customer service training help with working in this automotive environment

Completing this training increase the confidence and knowledge that is used to resolve issues.

Walter Latimer *********@********.**.*** Page Two

ADDITIONAL RELEVANT EXPERIENCE

COMPUSA, Charlotte, NC

Computer Technician

Circuit City, Charlotte NC

Sales Counselor

Florsheim Shoe Company, Charlotte, NC

Manager

EDUCATION

Associates Art

North Greenville Jr. College, Tigerville, SC

CERTIFICATIONS

A+ Computer Technician (1997)

Microsoft Certified Professional (2010)

Microsoft Certified Systems Administrator (2011)

Security+ (April 2011)

Mac certified (2018)

HP printer Certified (2017)

HP desktop and laptop certified (2013)

TECHNICAL COMPETENCIES

Hardware

Printers

PC

Laptop

Network

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