Equipment Operator Support Technician
Resume:
Kendrick Smith
Memphis, TN
***************@*****.***
COMPETENCY:
Hardware
●PC Troubleshooting
●PC/Laptops/MacBook Repair
●Component Replacement (LCD Screen, RAM, and video card upgrades)
●Network Configuration
●Network Troubleshooting
●Printers
Software
●Windows XP/Vista/7
●Mac OS
●Imaging (Ghost, LANDesk, SCCM)
●Active Directory
●Software Installation
●MS Outlook
●Spyware, Adware, Malware Removal
Business Skills
●Customer Service
●Help Desk
●Reports & Records
●Phone Support
●Asset Management
●ITIL v3 Foundation
●ServiceNow and Remedy
PROFESSIONAL WORK EXPERIENCE
Customer Service Engineer, Worldwide TechServices, Memphis, TN October 2020 - Present
●Perform basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers.
●Respond to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
●Perform Install/Move/Add or Change (IMAC) activities.
●Image desktops and laptops using System Center Configuration Manager (SCCM).
●Understand and follow all documented service operations policies and procedures.
●Provided accurate and timely logging of problems and resolution of problems in ServiceNow ticketing software.
Senior Assistant Field Technician, DXC Technology, Memphis,TN March 2020 - September 2020
●Provided on-site field support to customers including installation, and servicing and repairing of systems and equipment.
●Answered customer questions and resolved issues. Referred other issues/questions to appropriate personnel/service area/manager for follow up, testing and troubleshooting.
●Assisted in instructing customers in the operation and maintenance of systems/equipment.
●Acted as a liaison with customers on administrative and technical matters for assigned projects.
Site Support Technician, City of Memphis contracted by Tate Computer Systems Inc, Memphis February 2014 – February 2020
●Installed, configured, and maintained desktop, laptops, and printers for the City of Memphis (City Hall, Police Stations, Fire Stations, and Library)
●Troubleshooting and repairing hardware and network connectivity issues.
●Removed old equipment and performed data migration to new machines.
●Imaged desktops and laptops using System Center Configuration Manager (SCCM) .
●Provided accurate and timely logging of problems and resolution of problems in ServiceNow and Remedy ticketing software.
Deskside Support Technician, Merck contracted by CompuCom, Memphis November 2011 – February 2014
●Used decryption tool e-Discovery along with encryption key to retrieve electronically stored information (ESI).
●Provide first and second level contact and problem resolution with hardware, software, and printers for Merck Consumer Care users.
●Troubleshoot and repaired hardware and network connectivity issues.
●Assisted in Windows 7 data migration and computer upgrade for approximately 350 end-users.
●Provided accurate and timely logging of problems and resolution of problems in Remedy ticketing software.
Military Service
Test Equipment Operator, U. S. Army, Ft. Campbell, KY April 1996 – January 1999
●Tested and repaired electronic components using digital multimeters, oscilloscopes, and signal generators.
EDUCATION
●Computer Science, 116 semester hours, Mississippi Valley State University
CERTIFICATION
●Microsoft Certified Professional (MCP)
●ITIL v3 Foundation
●CompTIA A+ Certification
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