Office Support
Resume:
Rodney Winstead
Atlanta, GA 30342
252-***-**** ********@*****.***
Objective
I am seeking employment to help enhance the structure and development of a company by utilizing, and furthering, my knowledge and skills in a technical field
Skills & Abilities
More than ten years of successful experience in customer service and 5+ years of help desk support with recognized strengths in problem solving and troubleshooting
Excellent working knowledge using PCs; hardware and software; reimaging
Basic knowledge of Networking; TCP/IP Protocols
Configuration of network hardware; modems, routers, switches. Etc
System builds and installs; Hardware repairs and upgrades
Knowledge of MS OS platforms; Win 7/8/8.1/10
Knowledge of MS Office software suites; 2016/365
Mac Support Knowledge
·
Experience
INFRA HELP DESK PRACTITIONER ACCENTURE 5/2018 – 7/2020
Worked as part of a technical support team to deliver quality service to single/multiple users for a variety of hardware and software related issues such as break/fix, password resets, and Office 365 support.
Provided technical support for the walk-up window environment at the Accenture local office.
Accepted pc's for repair from users, provided customers with updates as to the status of their pc's, provided advanced pc support in person, through voice, emails, and chats .
Daily Service NOW incident ticket monitoring, entry, and resolution.
Daily updating of asset tracking software for incoming and outgoing laptops for Accenture employees
provided setup and troubleshooting of video conference hw/sw and general network infrastructure configuration in meeting rooms.
TIER 1 SERVICE DESK AGENT (AMTRAK) DISYS 8/2016 – 12/2017
Responded to Amtrak employee and contractor requests for technical services for hardware and software related issues via telephone and email.
Provided troubleshooting for specific Amtrak software.
Routed trouble tickets to specific queues necessary for resolution.
Created service request tickets to grant access to specific software for Amtrak employees.
Unlocked single sign on accounts to regain access to domain and software; reset passwords
Provided Office 365 support for employees
Mapped local and network printers to end user computers from a remote location
Basic Active Directory password resets and group additions
Avaya VOIP Voicemail configurations and password resets
TECHNICAL SUPPORT REPRESENTATIVE (LENOVO) CGS 9/2014 – 8/2016
Responded to customers’ requests for technical services, answered questions about the functions and use of products within a call center environment.
Applied understanding and knowledge of Thinkpad, Thinkcentre, and Thinkstation products and services to assist customers on technical matters.
Recognized, researched, isolated, and resolved Thinkpad, Thinkcentre, and Thinkstation problems.
Typed and entered information into a database while a customer is speaking
Recognized customer’s problems that should be escalated to the next level for resolution following established protocols.
Maintained up-to-date knowledge of products and customer entitlement options to provide proper information to customers regarding Thinkpad, Thinkcentre, and Thinkstation products.
Demonstrated quality communications skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction.
Used courtesy, tact and discretion in all communications with customers. Showed empathy and built rapport with customers daily
·
ENTERPRISE SOLUTIONS GROUP AGENT (VERIZON) WIPRO IT 4/2012 – 9/2013
Provided high speed internet technical support via telephone for major enterprise companies
Dispatched field technicians to proper locations for installations and repairs
Assisted field technicians with installations and troubleshooting
Placed orders for specific hardware to new and existing customers
Escalated cases to proper departments for further troubleshooting
*Promoted from L2 Verizon Business Technical Support Agent
Education
BACHELORS OF SCIENCE TBA DEVRY UNIVERSITY
·Game Simulation and Programming: 11/2005 - Present
References
Clayton Vaughn – Infra Help Desk Practioner
Accenture.
o100 Peachtree St NE Fl 1300
oAtlanta, GA 30303
op: 404-***-****
oe: *******.*.******@*********.***
Thomas McLean– IT Services Manager
Accenture
o501 Carr Rd,
oWilmington, DE 19809
op: 302-***-****
oe: ******.*.******@*********.***
Quasi Brereton –Security Consultant (Former Team Lead at WiPro IT)
Versprite
o10 Glen Lake Pkwy Suite 130
oAtlanta, GA 30328
op: 404-***-****
e: *********@*****.***
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