Desktop Support Customer Service

DANIEL PATRICK GENOUS

**** ****** **** ****, *****, MS 39272 C: 601-***-**** *******@*******.***

PROFESSIONAL SUMMARY

Dedicated IT professional highly effective at maintaining and installing software and hardware for laptop and desktop computers. Seeks a role offering opportunities for long term professional growth and development.

SKILLS

Desktop and laptop repair Strong communication

File transfers expert Innovative thinker

Self-starter Patient

Focused Internal components

Skilled in call center operations Anti-virus software

Adheres to customer service procedures Fast learner

Committed to maintaining data integrity Persuasive.

Professional and mature Accurate and detailed

Maintains confidentiality Articulate

Extensive vocabulary Flexible

AS/400 Customer service expert

Adobe Flash expert

WORK HISTORY

Horne, LLC-Service Specialists-Canton, MS-January 2022-April 2022

Disease Intervention Specialist

-Using respect, dignity and empathy investigate COVID-19 cases to assess the need for medical care and other supportive services.

-Communicate with Mississippians who are COVID-19 positive or who have been in close contact with someone who tested positive to obtain confidential case information using a delicate balance of probing questions to gain needed health information.

-Using the Johns Hopkins Contact Tracing module inquire about the infectious period of a case and date of exposure for contacts.

-Provide CDC guidelines for approved isolation/quarantine instructions.

-Use learned steps in interviewing models to assist cases in how to monitor and mitigate their symptoms to prevent further transmission.

-Document into federal contagious disease database Surveillance and Isolation Data, Transmission Data and Tracing Data. Insure all protocols for data input are followed.

-Meet required closed case goals and system update goals daily including quality standards.

-Completed, passed & received certification from John’s Hopkins University for the COVID-19 Contact Tracing.

-Completed and received certification on HIPAA by the CDC and NIH.

-Completed training in Effective Communications for Customer Case Management.

-Completed Zoom systems training for incoming and outgoing calls.

-Trained in the use of the Sara Alert system to monitor public health.

-Trained in NBS (National Electronic Disease Surveillance System).

State of Mississippi Division of Medicaid-January 2021-November 2021

Network Specialist

Addressed all issues empathetically and professionally.

Assisted clients with getting in and on the network to complete daily issues.

Completed recommendations, resignations, promotions and terminations for network users.

St. Dominic Hospital of Jackson-Jackson, MS-August 2018-December 2020

Information Systems Analyst

Resolving technical support inquiries on a daily basis.

Addressed all issues empathetically and professionally.

Worked in Active Directory on a daily basis.

Prime Technical Services-Leidos-Clinton, MS-April 2018-August 2018

Resolving multiple technical support inquiries per hour.

Effectively managed a high-volume of inbound and outbound customer calls.

Addressed and resolved customer product complaints empathetically and professionally.

Accurately documented, researched and resolved customer service issues.

TekSystems, Inc-Help Desk Technician- 9/2017-2/2018

St. Dominic Hospital-HBC

Resolved multiple technical support inquiries per hour.

Trained both internal and off-site users in repairing and resolving recurring issues. Effectively managed a high-volume of inbound and outbound customer calls.

Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes.

Accurately documented, researched and resolved customer service issues.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging environment.

Identified chronic customer issues by creating and maintaining customer complaint log.

Resolved service, pricing and technical problems for customers by asking clear and specific questions.

Acted professionally and patiently when addressing negative customer feedback

GPS Hospitality-Burger King, 8/2017 to 9/2017

Responsible for the completion of orders on a daily basis.

Indotronix International Corp-Clinton, MS

Help Desk Service Technician, 04/2015 to 6/2017

Resolved multiple technical support inquiries per hour.

Trained both internal and off-site users in repairing and resolving recurring issues.

Effectively managed a high-volume of inbound and outbound customer calls.

Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes.

Accurately documented, researched and resolved customer service issues.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Identified chronic customer issues by creating and maintaining customer complaint log.

Resolved service, pricing and technical problems for customers by asking clear and specific questions.

Acted professionally and patiently when addressing negative customer feedback.

Eli Lilly Pharmaceuticals – Indianapolis, IN

Desktop Service Technician, 11/2014 to 04/2015

Set up equipment for multiple employees, including installing cables and hardware.

Installed software and operating systems on multiple company computers.

Set up and configured hardware and software on company equipment.

Traveled up to 100 miles to meet customers on location to handle hardware and software issues.

Installed system software, including Active X Controls, Citrix, IDX Web Framwork Controls, Microsoft Office

2010, Access and Publisher, TPX Sessions, AS400 Sessions and all other components.

TekSystems, Inc.-Bemis Packaging Services – Terre Haute, IN

Desktop Support Technician, 10/2014 to 11/2014

Restored data, operating systems, files, documents and drivers.

Maintained accurate hardware and software inventories.

Installed software and operating systems on numerous company computers.

Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.

St. Vincent Hospital – Indianapolis, IN

Desktop Support Technician, 04/2014 to 09/2014

Maintained accurate hardware and software inventories.

Restored data, operating systems, files, documents and drivers.

Set up and configured hardware and software on company equipment.

Set up equipment for multiple employees, including installing cables and hardware.

Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues. Installed machinery, equipment and new and replacement parts.

Transferred tools, parts, equipment and supplies to and from work stations.

Maintained and repaired tools, equipment and machines.

Frequently diagnosed mechanical problems and determined how to correct them.

Maintained accurate hardware and software inventories.

Restored data, operating systems, files, documents and drivers.

Metro 21 Bowling Center – Jackson, MS

Customer Service Representative, 04/2013 to 03/2014

Greeted customers entering the store to ascertain what each customer wanted or needed.

Described product to customers and accurately explained details and care of merchandise.

Earned management trust by serving as key holder, responsibly opening and closing store.

Politely assisted customers in person and via telephone.

Provided an elevated customer experience to generate a loyal clientèle.

TekSystems, Inc.-University of MS. Medical Center – Jackson, MS

Desktop Support Technician, 12/2010 to 07/2012

Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.

Restored data, operating systems, files, documents and drivers.

Maintained accurate hardware and software inventories.

Set up and configured hardware and software on company equipment.

Installed software and operating system on multiple company computers.

TekSystems, Inc.-University of MS. Medical Center – Jackson, MS

Desktop Support Technician, 10/2008 to 07/2009

Maintained accurate hardware and software inventories.

Restored data, operating systems, files, documents and drivers.

Set up and configured hardware and software on company equipment.

Set up equipment for multiple employees, including installing cables and hardware.

Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.

Asset Protection Team-Garda Security – Dallas, TX

Security Officer, 10/2004 to 08/2007

Detected suspicious activities and watched for criminal acts and rule infractions.

Monitored and authorized entrance and departure of employees and visitors.

Circulated among visitors, patrons and employees to preserve order and protect property.

Monitored and reported suspicious activities to local authorities.

Denied entrance to the building to unauthorized persons.

Secured all doors in the office and main building after hours.

TekSystems, Inc.-Premier System Integrators – Canton, MS

Desktop Support Technician, 07/2003 to 11/2003

Trained both internal and off-site users in repairing and resolving recurring issues.

Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.

Repaired and replaced hardware, including printers and HP computer hardware.

Set up and configured hardware and software on company equipment.

Rainbow Casino – Vicksburg, MS-Casino Dealer, 12/1999 to 07/2001

Greeted customers entering the store to ascertain what each customer wanted or needed.

Described product to customers and accurately explained details and care of merchandise.

Provided an elevated customer experience to generate a loyal clientèle.

Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.

Wand Corporation of Minnesota – Minneapolis, MN

Systems Desktop Technician, 01/1999 to 10/1999

Set up and configured hardware and software on company equipment.

Resolved numerous technical support inquiries per week.

Maintained accurate hardware and software inventories.

Restored data, operating systems, files, documents and drivers.

Trained both internal and off-site users in repairing and resolving recurring issues.

TekSystems, Inc.-Forrest County General Hospital – Hattiesburg, MS

Desktop Support Technician, 08/1997 to 06/1998

Restored data, operating systems, files, documents and drivers.

Maintained accurate hardware and software inventories.

Set up and configured hardware and software on company equipment.

Installed software and operating systems on numerous company computers.

TekSystems, Inc.-University of MS. Medical Center – Jackson, MS

Design Drafsman, 03/1997 to 08/1997

Recommended minor adaptations and modifications to complete working drawing sets.

Created new and innovative approaches to problems and discussed them with project managers

EDUCATION

Bachelor of Science: Industrial Technology,

Jackson State University - Jackson, MS

CERTIFICATIONS

Dell Technician Certification July 2009

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