Call Center End User

PROFESSIONAL SUMMARY

Highly experienced Computer Support Specialist with over 10 years of experience providing comprehensive support to ensure that all relevant hardware and software is operating efficiently. Adept at maintaining key systems and correcting issues. Specialize in cost-effective preventative maintenance and system monitoring. With a strong background in software/hardware computer repair and IT network system administration.

PROFESSIONAL SKILLS

Hands-on experience in Desktop Support performing operation, installation, maintenance, diagnosis and repair of the hardware and software computer resources.

Vast knowledge of industry current software and hardware.

Performing computer installation and operating system configuration in designated networks.

Highly skilled in providing effective technical support in hardware and software issue diagnosis and troubleshooting.

In-depth knowledge of performing hardware and software support for Windows and Mac products.

Able to train employees; identify, analyze, and repair product failures,

Remote experience in Dameware Mini Remote Control used to troubleshoot system and application issues.

Windows Operating System (XP, 7, 8, 10) MacOS/Parallels

Desktops/Laptops (Dell, HP, Lenovo)

Active Directory account/user management password reset

Peripherals (HP/Ricoh/Canon, scanners, Kyocera copiers

Heat, and Service Now Ticketing systems

MS Office Suite 2003, 2007, 2010, 2013, 365 (Outlook Word etc.)

Enterprise Connect

Experience working with Executive Users and Call Center Users

PROFESSIONAL EXPERIENCE

Johns Hopkins Hospital Baltimore, Maryland

Support Center Agent January 2018 – Present

Provide password resets using Active Directory for the staff and students of Johns Hopkins Hospital, escalating issues to remote support if the customer’s issue is out of my scope of permissions to assist.

Creating tickets for customer’s using an application called Service Now also used for escalating and turning customer’s issues to a high priority if the issue is affecting either patient care or entire sites including multiple customers.

Also providing support for internal Johns Hopkins applications by escalating the customer’s ticket to the correct department for further support while giving excellent customer service.

Baltimore City Public School Baltimore, Maryland

Call Center Technical Support July 2016 – December 2017

Receives requests for computer-related assistance from schools, departments and others, and responds to and diagnoses problems through discussions with users. Identifies, researches, and analyzes details of problems to determine solutions. Provides accurate, timely, and creative solutions to end-user computer and networking problems of moderate nature to ensure end-user productivity. Works collaboratively with and advises customers until problems are resolved.

Performs restorative and maintenance actions either remotely or at the end user’s location to resolve problems, using basic troubleshooting and technical skills. Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves, and configuration changes. Records accurate information for each request by identifying the customer’s defined needs, and resolves or escalates and logs the requests. Dispatches and directs contractor staff as required to resolve customer problems.

National Association for the Advancement of Color People Baltimore, Maryland

Help Desk Support November 2015 - July 2016

Provided password resets for active users email and computer accounts in Outlook 365 and Active Directory. Ensured that all active users’ computers were fully imaged with the company’s Windows 7 image and put on the correct domain after setting up the users with their temporary passwords for their computer account and email. Assist staff in person and via phone on all company supported software applications. Research & document resolutions for issues worked on by the Help Desk.

Troubleshoot workstations/laptops, printers, peripherals and phones. Serve as liaison between staff & technology department for end user issues. Assist with training staff on the correct usage of personal computers, hardware, software and peripherals. Provide support during the National Convention and any regional events/conferences as needed. Maintain inventory for all computer equipment. Provide support as needed for the System Administrators

Baltimore City Public School

Baltimore, Maryland

Call Center Technical Support

August 2014 – November 2015

Receives requests for computer-related assistance from schools, departments and others, and responds to and diagnoses problems through discussions with users. Identifies, researches, and analyzes details of problems to determine solutions. Provides accurate, timely, and creative solutions to end-user computer and networking problems of moderate nature to ensure end-user productivity. Works collaboratively with and advises customers until problems are resolved.

Performs restorative and maintenance actions either remotely or at the end user’s location to resolve problems, using basic troubleshooting and technical skills. Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves, and configuration changes. Records accurate information for each request by identifying the customer’s defined needs, and resolves or escalates and logs the requests. Dispatches and directs contractor staff as required to resolve customer problems.

Capital One Inc.

Laurel, Maryland

Desktop Support

November 2013– July 2014

Providing Desktop Support for over 900+ users and managers on Call Center floor in person and or using Remote Accessing tools. Adding new user’s and manager’s systems to the Networks Domain so that they’re software would properly work on the Network. Responded and handled client raised tickets, working with HP Service Manager Software. Installation of software as needed such as Touch Point, Avaya IP, Office 2007 and 2010; Outlook 2007 and 2010.

Installed, configured and maintained computers, printers also good at building a strong trusting relationship with clients so that the clients are comfortable with me working on the systems. Prepared new computers and upgraded existing ones on both hardware and software sides, also handled moving phases of user moving computer equipment to another location of the building during buildings construction. Coordinate desktop security updates to ensure compliance while minimizing operational risk and impact.

Computer TechEaze Inc.

Baltimore, Maryland

Computer Technician & Front Office Manager

February 2003 – September 2013

Ten years of experience maintaining and troubleshooting Microsoft OS computers up through Windows 8 including building, upgrading, migrating, deploying, break/fix & desktop support. Provide clients with on-site networking, server, desktop & helpdesk support with Dell, Compaq, HP, IBM, Toshiba plus custom built workstations and servers. Researched software products and made recommendations for upgrades.

Supporting Customers with desktop help upon Windows 7 Installation and Windows 8 installments, also with cleaning registry of both OS’s upon troubleshooting both software and hardware related issues. Install, configure and upgrade (IMAC) of Access Devices: Personal Computers, Desktops, documented success of maintaining problem status and resolution information in ticketing database. Monitor and respond to hardware and software problems utilizing hardware and software testing tools and techniques.

Analyzed hardware and software to determine when it was more cost-effective to upgrade. Troubleshoot software issues from virus and spyware, system intrusions. Specialized in computer system and laptop sales to business and personal computers. Maintained comprehensive knowledge of hardware, software, trends, and new releases. Explained features to customers and offered advice on best-fit choices based on customer needs.

VOLUNTEEER

Chesapeake Center for Youth Development

Baltimore, Maryland

Instructor

January 2004–April 2005

Instructor for an after school program named Changz that was a part of Chesapeake Center for Youth Development. Taught 8 to 10 students between the ages of 12 to 14 on the basic of computer hardware. Additional duties were to maintain the Changz Network to ensure it stay up and running.

EDUCATION

State Board Of Education

December 2018

Maryland High School Diploma

Contact this candidate