Customer Service It Support

ANTON TAYLOR

917-***-**** *************@*****.*** LinkedIn

HELP DESK TECHNICIAN

Technical Support Customer Support Software Troubleshooting Results-oriented and adaptable IT operations professional with experience in customer service, technical support, PC maintenance, and system administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality. Areas of expertise include:

Help Desk Ticketing Systems

Problem Diagnosis

Technical Troubleshooting

Phone & Online Support

Office 365 Support

Customer Service

Complaint Handling

TECHNOLOGY PROFICIENCIES

Ticketing:

Freshdesk, Jira Service Desk,

Software: Active Directory, Office 365, Outlook, Cisco AnyConnect, Duo, Slack, Zoom Browsers: Google Chrome, Microsoft Edge, Mozilla Firefox Networking: LAN, Mesh Wi-Fi Network Systems, DHCP, VPN, DNS Platforms: Windows 10 Enterprise, macOS, Android, iOS, Chrome OS SYSTEM ADMINISTRATION EXPERIENCE

WINDOWS SERVER 2016 Hands-On Virtual Labs

● Installed and setup VirtualBox, Windows Server 2016, linked clones, and RDP.

● Added Windows 10 client machines to Windows Server 2016 domain.

● Created and modified Active Directory template user accounts to hold various properties.

● Configured Window Server 2016 domain settings, server name, TCP/IP settings, and remote desktop.

● Created and linked Group Policy Objects (GPO) in Active Directory.

● Setup Azure AD Connect for hybrid Azure AD join and seamless SSO using password hash sync. WORK EXPERIENCE

Unisys, New York, NY 10/2021 – Present

Dell Certified IT Field Technician

Provided Hardware and Software support for Dell commercial and corporate customers via phone and remote desktop support, Also provided exceptional customer service to clients by performing all necessary electronic maintenance and refer any recommendations upon request or as needed. Key Contributions:

● Maintained outstanding attendance and customer service ratings.

● Troubleshooting, hardware diagnostics, and dispatching parts of all Dell products.

● Resolved 1140 tickets in 10 months using ServiceNow; responding quickly and efficiently to uphold SLA’s as well as writing thorough documentation

● Provide high quality customer service to all callers while also building rapport with them for future interactions

● Use system administration tools like SCCM, MECM, Active Directory to push software to client PCs then used Configuration Manager or Software Center to complete the installation

● Use remote software such as GTA (Go to Assist), MECM, Microsoft Teams and Quick Assist to remote in client PC to troubleshoot

● Resolved Hardware Support Tickets at Weill Medical College, Columbia University Hospital For Special Surgery, NYU School Of Medicine, Mount Sinai Hospital and School of Medicine by replacing motherboards, LCD screens, Solid State Drives and also re imaging Hard Drives

Tao Group, Manhattan, NY 3/2014 – 10/2021

Doorman/Security Superviso

Responsible for all daily Security Operations in Upscale NYC Venues Analyze and evaluate security operations to identify risks or opportunities for improvement through auditing. Provided assistance to customers, employees and visitors in a courteous and professional manner

EDUCATION & CREDENTIALS

CompTIA A+

Google IT Support

Microsoft 365 Certified: Fundamentals

Per Scholas IT support program

MTA: Windows Server Administration Fundamentals

MTA: Windows Operating System Fundamentals

High School Diploma

Christopher Columbus High school - Bronx, NY

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