Computer Technician Customer Service

MERCEDES MANGUM

Washington DC, ***** · 202-***-****

ads6oa@r.postjobfree.com

EXPERIENCE

MARCH 2022 TO PRESENT

COMPUTER INFORMATION SPECIALIST

ATHENA CONSULTING - GREENBELT, MD

• Re image devices to latest operating system/ company basic

• Troubleshoot/fix software issues

• Replacing faulty devices out of warranty

• Data backup/transfers

• Troubleshoot/fix network issues

• Assign new client devices

• Create new client profiles

• Cell phone deployment

• Troubleshoot/fix printer issues

• Program/fix VOIP telephones for clients

• Transfer devices from one office to another when needed

• New device set up

• Travel to different office locations when remote session hasn’t solved issue

• Educate end user on safe practices and security awareness

• Track Company Device inventory (Phones, iPads, Laptops, desktop)

• Wipe out hard drive for replaced devices and dispose old devices

•Create/ Resolve tickets in Maximo Software

SEPTEMBER 2021 TO PRESENT

HELP DESK TIER 1

WESTAT - ROCKVILLE, MD

• Answer incoming calls, solving or troubleshooting problems that relate to the technical support of hardware and data transmissions

• Troubleshoot technical problems that relate to hardware and data transmissions, answer procedural questions, and document issue details into customized tracking systems

• Solved issue with Microsoft Office and current operating systems, browsers

• Reset Users Log in Password

• Talk user through company website to navigate appropriate applications

JUNE 2020 TO JULY 2021

OPERATIONS ASSISTANT

FAR CORNER INC - COLUMBIA, MD

• MONITOR PURCHASE ORDERS AND CUSTOMER ORDERS

• PROCESSING CUSTOMER RETURNS

• INTERACTING WITH VENDORS AND CUSTOMERS ON A REGULAR BASIS

• ASSISTING IN MONITORING AND RESPONDING TO CUSTOMER FEEDBACK

• RESEARCHING AND DOCUMENTING INFORMATION ABOUT VENDORS

• REVIEW AND PROVIDE UPDATES ON PRICING AND INVENTORY FROM VENDORS TO AID IN BUSINESS DECISIONS

• ENTRY AND MAINTENANCE OF VARIOUS TRACKING SPREADSHEETS - PROVIDE CRITICAL UPDATES BASED ON THE INFORMATION

• ENTER, AUDIT, AND RESOLVE INVOICING WITH PURCHASES, SUPPLIES, AND SHIPMENT ISSUES THAT ARISE

• REVIEW OF CUSTOMER PO REQUIREMENTS

• INITIATE AND TRACK ORDERS TO COMPLETION

• PREPARE AND REQUEST INVOICES FOR PURCHASES

• RECONCILE VENDOR INVOICES

• HELP CUSTOMER SERVICE WITH RESPONDING TO CUSTOMERS QUESTIONS OR CONCERNS VIA ZENDESK.

DECEMBER 2018 TO MARCH 2019

FIELD TECHNICIAN

IBM (BARRISTER CONTRACTOR)- WASHINGTON, DC

•MOTHERBOARD INSTALLMENT/ CONFIGURATION

•LAPTOP LCD REPLACEMENTS

•HEAT SINK AND FAN REPLACEMENTS

•KEYBOARD AND TOUCH PAD REPLACEMENTS

•SOFTWARE TROUBLE SHOOTING

•RAM REPLACEMENT

•CMOS REPLACEMENT

•BIOS CONFIGURATION

•BATTERY REPLACEMENTS

•PROVIDES ONSITE CUSTOMER SERVICE (DRIVING PERSONAL CAR)

•MOUSE KEYPAD REPLACEMENT

•PRINTER REPAIRS

•HARD DRIVE REPLACEMENTS

•DATA BACK UPS AND TRANSFERS

JULY 2018 TO MARCH 2019

PC REPAIR TECHNICIAN

Fredo PC Repair - Washington, DC

•Diagnose computer software or hardware problems

•Fixes hardware or software problems in computer

•Creates and maintains tickets via repair shop software

•Creates invoices

•Take payments (Cash or credit cards)

•Contacts Customers when PC or phone is completed

•Repair iPhone series screen (5 up into X)

•Replace batteries in iPhones

•Speaker, Camera front and back placements in iPhone)

July 2018 to July 2018

Intern

Bcauseican - Washington, DC

• Installed software- OS (Windows 10), Microsoft Office 2016, Adobe Reader

• Set up desktop computers (connect output devices to desktop case)

• Cable management (Ran network cables from desktops to routers)

• Transport PC’s from one location to another.

February 2018 to July 2018

Computer Technician

R. Emmanuel Consulting - Washington, DC

Installed software- OS

• Modified and repaired hardware and resolved technical issues

• Provided base level IT support to non-technical personnel within the business

• Resolved customer complaints and concerns with strong verbal and negotiation skills

• Displayed courtesy and strong interpersonal skills with all customer interactions

• Managed Windows 7/8/8.1/10

• Ensure that Spiceworks tickets are resolved and completed to the client's satisfaction

• Active Directory - Resetting user accounts and Passwords

EDUCATION

Comptia A+ in Information Technology Hope project - Washington, DC February 2018 to July 2018 High South Eastern High School - Miami Lakes, FL May 2013 to July 2015

SKILLS

Computer Repair

Comptia A+

Desktop Support

Active Directory

Microsoft office suite

Windows 10

Troubleshooting

PC repair

Software troubleshooting

Maximo (Ticketing Software)

Pc Support

Help Desk Support

Computer hardware replacement

migration

Help Desk

Deployment

Field Service

Technical Support

Operating Systems

IT Support

SCCM

ServiceNow

iOS (3 years)

Remedy

Adobe Acrobat

VPN

Customer support

Typing

Debugging

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