Support Specialist It Technician

Christopher Kollie

*********@*****.*** • 718-***-****

linkedin.com/in/christopher-kollie-38651935 • Smyrna DE 19977

Detail-oriented IT professional with 15+ years of experience in diagnosing and providing support for diverse computer system problems, including debugging, correcting, repairing, servicing, examining, installing, and troubleshooting computer hardware, printers, and other peripherals. Highly-analytical mindset to identify bottlenecks to ensure long term efficiency of network. Demonstrated ability to collaborate with cross-functional teams to achieve common goals. Passionate about staying on top of latest technological advancements to help improve organizational network systems.

Areas of Expertise

System Administration

Project Management

LAN & WAN Administration

Asset Management

Data Backup

Client Service

Process Optimization

Team Leadership

Documentation & Writing

Professional Experience

ComputerCare/Google, New York, NY 2014 – Present

Senior IT Technician

Oversee diagnosing, testing, and repairing of Mac/PC systems and mobile devices, adhering to vendor procedures. Generate weekly progress reports. Utilize NetSuite ticketing system to prepare service orders and sales orders. Set up Google approved demo operating system for testing. Maintain documentation of hardware and software changes. Carry out diagnosing and ordering of Apple parts aligned with GSX troubleshooting procedures. Update PC BIOS and Mac firmware. In charge of running Mac Resource Inspector (MRI) tests both before and after repairs. Use Google/ServiceNow asset management to update asset status. Ensure all repaired equipment is serialized and branded again. Facilitate cycle counts and perform audits as required.

●Directed technicians in reviewing and diagnosing customer devices to complete repair tickets using NetSuite and GSX.

●Facilitated timely closing of all service orders within deadlines established by Google.

●Coordinated closely with leaders to report on the value-measured KPI Quality control oversight, audit return units based on the repair quality, and plan and manage repair backlog.

●Saved costs and warranty parts for both companies by accurately diagnosing and repairing equipment during first time service.

●Partnered with organization-wide teams to meet business outcomes within the repair process.

●Assessed staffing needs and engaged in candidate review, interview, and hiring efforts for efficient workforce management.

ASI System Integration/New York City Department of Education, New York, NY 2012 – 2014

Sr. Field Technician (Support Services)

Performed configuration and rectification of all MS Office and MS Outlook related issues. Liaised with clients and senior management on product-related issues. Performed moves, adds, changes and installed PCs and Macs. Offered support to several vendor printers and performed repairs/break-fixes. Leveraged Symantec Ghost to deploy Windows images on NYC DOE authorized computers. Recited issues in areas of local area network, wireless access point, network printers, etc. Aided with migration of Windows Operating System to better all functionalities. Resolved problems pertaining to Windows and Mac operating systems. Provided relevant part numbers to dispatchers for ordering. Led efforts for creating user accounts, resetting passwords, and managing shared resources.

●Provided high levels of client service to ASI Clients by resolving users’ problem adhering to Service Level Agreement time frames.

●Reviewed warranty for damaged client equipment and provided repair costs for equipment not covered under Accidental Damage Protection (ADP).

●Escalated issues to higher authorities or vendors and managed ticket escalations from junior technicians.

Robert Half Technology, New York, NY 2011 – 2011 PC Technician

Presided over PC rollouts and migrations at client locations Assisted with de-installing and re-installing of desktop systems and peripherals at client sites and conducted hardware inventory. Performed new computer and hardware installations for customers including Verizon, Facebook, CompuCom, etc.

Manhattan Tech Support, New York, NY 2011 – 2011

MAC/Windows Field Technician

Engaged in problem resolution via phone calls for end-users. Perform on-site backups to high-capacity external drives. Utilized Secure LogmeIn and Join.me to provide remote desktop support.

●Developed and configured a server-based network in collaboration with senior IT engineers.

●Provided onsite technical support to clients

Additional Experience

IT Consultant (Field Services Support Specialist), PricewaterhouseCoopers, New York, NY

MAC/Windows Computer Support Specialist (Contract), African Refuge Inc., Staten Island, NY

IT Technician/Help Desk Support Analyst, Salala Rubber Cooperation, Liberia

IT Technician, Mercy Corps, Liberia

Education

Masters in management and systems (MASY) Fall 2022 to Spring 2024

New York University, New York, NY

Concentration: Systems Management

Bachelor of Technology in Computer Systems (BTech) Spring 2022

New York City College of Technology, City University of New York, Brooklyn, NY

Concentration: Networking and Security

Associate of Applied Science (AAS) May 2015

Borough of Manhattan Community College, City University of New York, New York, NY

Concentration: Computer Networking Technology

Professional Trainings

ACE Computer Training Center, New York, NY: LAN & WAN Administration. Microsoft Office Suite. Network

Security Using Checkpoint. Project management using Microsoft Project. PC Technician. Networking Concepts/TCPIP/sub-netting. Microsoft Windows Server & Windows Client OS. Microsoft Windows Server Network Infrastructure, Active Directory & Security. Inter Network Devices configuration. Building Scalable Routed & Switched Networks. Building & Troubleshooting Inter-Networks

Chale Vocational Institute, Monrovia Liberia West Africa: Computer Repair and Networking (CompTIA+, Network+

and Microsoft Windows/Office Suite

International Rescue Committee (IRS) Vocational Training Center N’Zerekore Republic of Guinea, West Africa:

Computer Literacy and Secretarial Science

Certifications

Apple: ACMT, OS X Support Essentials, Mac Integration Basics Guide, Apple Certified Support Professional (ACSP), iOS Qualification Exam, MacBook Pro & Air (Retina: 2009 to 2021) Touch bar/non-Touch bar, Mid 2012, Early & Mid 2015, iMac (Late 2012, Mac Pro (Late 2012), iOS Qualification CompTIA: A+, Security+, Network +

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