Computer Technician It Support

Harvey L. Pettus Jr.

Halethorpe, MD. *****

*********@*****.***

(Cell) 443-***-**** (Home) 443-***-****

QUALIFICATIONS SUMMARY

Computer Technician with 20 years of experience in repairing computer hardware and diagnosing and resolving network and software issues. Skilled in maximizing productivity by patching and upgrading various applications planning, installing, and configuring windows server and workstation.

SKILLS

Microsoft Office suite (i.e. word, excel, PowerPoint) knowledge of Topologies VLAN Infrastructure strong knowledge of enterprise network security technologies including firewalls, intrusion detection systems, intrusion prevention systems great customer service.

EMPLOYMENT HISTORY

Barrister Global Services

IT Field Technician 2009-presenting

Installing computer hardware, telecommunications components, hardware, and cabling.

Installing peripheral components, such as minor Ian components and cabling, monitors, keyboards, printers and disk drives on users premises, following installation procedures.

Loading specific software packages, such as operating systems, hardware drivers, and custom application software on computers.

Performing the full operational test of all software and hardware peripherals for each system.

Answering user questions in person and via telephone concerning system operation.

Performing system hardware diagnostics and advised on system support software problems.

Traveling extensively throughout DMV, meeting demanding and ever-changing schedule requirements.

Smart Source Technology

IT Field Technician 2000-2009

Providing end-user support services, troubleshooting assistance and problem resolution via telephone, remote desktop connection.

Visits to user locations exhibiting ownership and timely resolution of all incident tickets and change orders.

Interacting directly with other IT groups to determine the proper remediation for an issue.

Setting-up and quality assurance testing of new hardware and software for existing and new Directory.

Configured and installed software for end-users desktops, scanners, terminals and pos equipment.

Created tickets in Heat ticketing system and followed up on tickets to provide resolutions for end users.

Verizon Wireless

Tier 1 IT Support 1996-2000

Proficiency with mainstream commercial off-the-shelf (cots) products such as Microsoft office, Adobe Acrobat, and others.

Logged and tracked calls using incident/problem management database, and maintained history records and related incident/problem documentation.

Read, wrote, interpreted and/or verbally communicated to solicit or explain complex applications for business and r technical information using simple verbiage.

Kept intimal customer productive and performing at the highest possible level.

Responsible for identifying customer needs and carrying out any tasks needed to ensure satisfaction.

Designed and installed large-scale networking and/or CCTV applications for business and residents.

Installed, troubleshot and repaired satellite internet in homes and businesses in the surrounding areas.

EDUCATION

Winston Salem State University, Winston Salem, NC

Bachelor of Science in Computer Information Systems

Anna Arundel Community College, Glen Burnie, MD.

Information Technology in Computer Networking

Troubleshooting and Technical Support

US Air Force

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