Desktop Support Customer Service

Richard Smith

**** ******* ***** #*** *******, Texas 77088

Email: *************@*******.*** Cell Phone: 713-***-**** SUMMARY:

Highly motivated self-starter with over ten year experience with extensive customer service orientation skills; Ability to provide technical guidance to customers and clients via phone or contact; Able to provide support to end-users in the selection, procurement, usage, and maintenance of software programs and hardware. Will use problem-solving skills to effectively motivate and enhance productivity. Attention to detail will be beneficial in providing technical guidance to individuals and groups to enhance productivity.

TECHNICAL SKILLS:

iOS Devices (iPhones, iPads, iPods), Blackberry, Android, Dell, HP, Windows XP, Windows Vista, Windows 7, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook,), Lotus Notes, Active Directory, Printer (Dell, HP, Cannon, and NEC), Help Desk Software

PROFESSIONAL EXPERIENCE:

April 2013 – April 2014

Baker Hughes, Houston, TX

Desktop Support

• Performed migration from Windows XP to Windows 7, hardware and configured software in the system.

• Handled imaging of Dell PCs to Company Image.

• Deployed using Lite Touch and adding PCs in Active Directory.

• Provide system support to all users including Vice President and Executives of Baker Hughes.

• Troubleshot computer and network issues of all the employees including Executives of the company.

• Walked through in the installation of Microsoft Office and other company software needed by the employees for production.

• Troubleshot issues with iOS devices, Blackberry and Android in terms of connection to the network, wireless issues, and set up.

• Created Profiles of the employees in Active Directory. Performed add and delete users as well as resetting of password.

• Walked through in setting up email access through MS Outlook and/or Lotus Notes.

• Configured servers and set up security on routers for wireless connection.

• Created tickets in Help Desk Software for escalation on system or network issues. January 2009 – October 2013

Onforce Online Service, Lexington, MA

Richard Smith

8045 Antoine Drive #349 Houston, Texas 77088

Email: *************@*******.*** Cell Phone: 281-***-**** Desktop Support (Remote)

• Installed and configured Dell and HP/Compaq computers servers and POS systems

• Identified causes of various hardware and software failures on personal and company computers. Performed laptop, computer, and monitor repair. Performed system level troubleshooting.

• Troubleshot computer and network issues. Walked through in the installation of Microsoft Office and other company software.

• Walked through in setting up email access through MS Outlook and/or Lotus Notes.

• Troubleshot printer issues (HP, Dell, Cannon, and NEC). Walked through in setting up the printer settings.

• Troubleshot audio and video equipment such as LCDs and Portable Projectors. Ensured that settings are correct by accessing the user’s remotely. October 2006 – October 2008

Core-Techs, Parsippany, NJ

Desktop Support

• Installed and configured Dell and HP/Compaq computers servers and POS systems. Troubleshot and resolved any system or network issues.

• Maintained all workstation hardware and client software.

• Educated users on basic applications with basic training and support as needed

• Ensured customer satisfaction while providing service and support for all customer service requests.

• Troubleshot computer and network issues. Walked through in the installation of Microsoft Office and other company software.

• Walked through in setting up email access through MS Outlook and/or Lotus Notes.

• Configured servers and set up security on routers for wireless connection.

• Created tickets for escalation on system or network issues. March 2004 – October 2006

Barrister HP, Hammond, LA

Desktop Support

• Repaired and configured Dell computers, laptop and printers.

• Ensured user satisfaction by providing installation, configuration, and preventative maintenance, troubleshooting and quickly resolving problems.

• Performed break-fix tasks related to application-specific tasks (i.e. installing vendor software, resetting passwords, etc).

• Troubleshot computer and network issues. Walked through in the installation of Microsoft Office and other company software.

• Walked through in setting up email access through MS Outlook and/or Lotus Notes. October 1998 – December 2003

Richard Smith

8045 Antoine Drive #349 Houston, Texas 77088

Email: *************@*******.*** Cell Phone: 281-***-**** TAC Worldwide, Houston, TX

Desktop Support

• Identified problems and facilitated resolutions.

• Troubleshot laptop and desktop issues. Performed basic troubleshooting and analysis.

• Coordinated with multiple vendors, departments, and field staff to identify technical requirements.

EDUCATION:

• High School Diploma, Nimitz Senior High School, Houston, TX, 1988 TRAININGS:

• A+, Dell Desktop and Latitude 2007, HP ASP Desktop

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