Kendrick Smith

Memphis, TN

adu4qa@r.postjobfree.com

901-***-****

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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