Desktop Support Customer Service
Resume:
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Philip Williams
**** ******** ***** **** ****** nc 27713
***************@*****.***
Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert MS Office and Excel user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Skills
Technical issue analysis, Discharge Planning, Disaster Recovery, Debugging, Application installations, Application support, Technical issues analysis, Data recovery, Software diagnosis, Customer service expert, TCP/IP, Desktop support, Technical documents comprehension, Mac systems, Excellent Communication, Self-Motivated, Critical Thinking, Decision Making, Clerical Support Work History
2021-08 - Current IT Specialist
Archangel LLC, Washington, DC
● Patched software and installed new versions to eliminate security problems and protect data.
● Configured hardware, devices and software to set up work stations for employees.
● Explained technical information in clear terms to non-technical individuals to promote better understanding.
● Monitored systems in operation and input commands to troubleshoot areas.
● Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
● Performed server backups and changed and replaced backup tapes daily.
● Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
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● Collaborated with vendors to locate replacement components and resolve advanced problems.
● Maintained servers and systems to keep networks fully operational during peak periods.
● Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
● Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
● Removed malware, ransomware and other threats from laptops and desktop systems.
● Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
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● Increased sales by educating prospects on benefits of products and services in comparison to competitors.
● Helped streamline repair processes and update procedures for support action consistency.
● Led projects and analyzed data to identify opportunities for improvement. 2020-01 - 2021-08 IT Help Desk Technician
Duke University, Durham, NC
● Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
● Patched software and installed new versions to eliminate security problems and protect data.
● Explained technical information in clear terms to non-technical individuals to promote better understanding.
● Documented transactions and support interactions in system for future reference and addition to knowledge base.
● Conducted in-depth product and issue resolution research to address customer concerns.
● Activated accounts for clients interested in new services.
● Provided Tier 1 IT support to non-technical internal users through desk side support services.
● Developed and tested new product offerings prior to release to assist development team in bug identification.
● Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
● Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
● Monitored systems in operation and input commands to troubleshoot areas.
● Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
● Performed tests of functionality, security and performance of different workstations and devices.
● Compiled and accurately entered data for each customer encounter to record in system.
● Removed malware, ransomware and other threats from laptops and desktop systems.
● Installed, modified and repaired software and hardware to resolve technical issues.
Delivery Driver
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Pizza Hut, University dr Durham NC
● Deliver pizza to customers, and prepare restaurant Education
2012-08 - 2016-06 Hillside New Tech High School - Durham, NC
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