Call Center Help Desk

Edward “Jack” Owens III

COMPUTER ANALYST/IT PROFESSIONAL

**** ****** *** *********, ** 21213 443-***-**** adya43@r.postjobfree.com PROFESSIONAL SUMMARY

Highly-skilled Computer Service Technician and Troubleshooter with over 27 years of vast knowledge and experience in various IT Help Desk duties, providing excellent customer support while communicating through all levels of management in computer systems. Experienced in demonstrating quality organizational skills, while providing outstanding training techniques for customers and staff. Diligent and an expert computer analyst, providing the best quality maintenance care for various hardware and software computer programs issues. Excellent managerial abilities, supervising employees as well as carrying out Administrative and HR duties.

Results-oriented professional aware of general and advanced computer practices at the enterprise level with virtualized desktop and server environments. I have demonstrated leadership, strengths, and a proven ability to manage multiple responsibilities in a fast-paced environment with critical deadlines for end user consumption. I have solid organizational skills and work well independently and collaboratively in a team setting as a competent team player and trainer. I am focused and naturally able to make people feel comfortable in a stressful environment and easily provides feedback to my team. I am extremely experienced in providing phone, remote, and in- person assistance.

Major strengths include being focused, having strong leadership and interpersonal competency, excellent verbal, and written communication skills, problem-solving skills, analytical skills, attention to detail, a pragmatic approach to solving conflict and working well with people from diverse backgrounds. I have adaptability and flexibility in executing supervisor or self-initiated tasks to accomplish organizational goals. I have a proven ability to manage and complete projects to the highest standard. I am a strong leader known for tenacity, a positive attitude, and prioritizing while possessing robust independent thinking and research abilities for software and hardware computer issues. I am extremely resourceful in various troubleshooting computer issues. I have advanced knowledge of Windows and Microsoft Office Suite. Professional Experience

JII Computers (Baltimore, MD) 1/1996 - Present

Owner

• Answers technical questions, maintains, and troubleshoots Computer and Mac issues

• Builds and custom makes Computers and Laptops

• Increases sales/revenue on Windows and Macintosh repairs and

• Restores drive backup and data on a consistent basis

• Details and organizes inventory of the revenue, reorders parts, ships systems and accessories internationally and throughout US

• Conducts training sessions for customers on how to use/repair machines and devices

• Configures Microsoft Windows Laptops, Macintosh Mac Books, Configured and maintains Blackberry, and IOS (IPADs and IPhones)

• Supports various OS platforms including Microsoft Windows, Macintosh, Linux, Blackberry, and IOS (IPADs and IPhones)

Integra Service Connect (Owings Mills, MD) 4/2016 - 6/2016 Help Desk Support / Desktop and Phone Deployment / System Admin

• Assisted internal users with technical issues during day-to-day operations for applications and hardware such as, Windows 10, MacAfee anti-virus, and Microsoft Office 365, IBM Laptops and Microsoft Surface Tablets and MacBook Pros

• Efficiently troubleshot customer calls and emails in a timely manner

• Resolved customer software issues using remote connect or other resources

• Supported Implementation personnel with technical expertise

• Purchased, Image, and Configure Windows and Mac Desktops and Laptops

• Used discretion and judgment to ensure customer satisfaction and utilization of time

• Configured and maintained Blackberries, Androids and IPhones

• Logged all calls and site problems in Remedy ticketing system, creating detailed, accurate entries Global Technology Solutions, Inc- Leidos Corp (US Army) (Edgewood, MD) 11/2015 -2/2016 Help Desk Professional Support and System Administrator,

• Provided first call resolution for desktop, mobile app, applications, and network connectivity problems remotely in a call center.

• Researched, analyzed, and diagnosed problems with client systems including software, servers, and networks.

• Solved problems using documented processes where available and best practices where not.

• Sustained Mass Warnings Notification network software and equipment put upgrading software and beta testing new feature for network.

• Promoted multiple military bases with the maintenance of the Mass Warnings Notification network. (80%)

• Logged all calls in Remedy ticketing system, creating detailed, accurate entries (20%) Koniag Technology Solutions – Akimeka, LLC

National Computer Center (SSA) (Baltimore, MD) 9/2014 -11/2015 Technology Implementation Specialist, Lvl. 2 and Network Engineer, 3A, Lvl. 2

• Migrated SSA Data Servers to Windows 2013 and supported them for 1 year after Migration

• Troubleshooted first call resolution for desktop, laptop, applications, and network connectivity problems remotely in a call center.

• Provided support for Technical Support and Virtual Support for Windows 2000 and 2013 servers, MS Office 2016, MS Office 365, and VMWare technical issues

• Researched, analyzed, and diagnosed problems with client systems including hardware and software, physical servers, virtual server’s peripheral equipment, and networks.

• Problem-solved using documented processes where available and best practices where not.

• Imaged, Configured, and Maintained SSA IBM Laptops once done deployed them to all SSA field offices nationwide for 1 year.

• Prepared and migrated of field office servers in the SSA network. (80%)

• Logged all calls in Service Now ticketing system, creating detailed, accurate entries (20%) Grove Resource Solutions, Inc. –

Johns Hopkins Applied Physics Lab (Laurel, MD) 6/2013 -6/2014 IT Help Desk / Desktop and Phone Deployment / System Admin

• Provided Tier 1 support, processing over 40 tickets a day

• Provided first call resolution for desktop, laptop, applications, and network connectivity problems remotely in a call center.

• Researched, analyzed, and diagnosed problems with client systems including hardware and software, servers, peripheral equipment, and networks.

• Solve problems using documented processes where available and best practices where not.

• Configured and maintained Blackberries, Androids, IPhones, and IPad

• Trained New Hires and Users on how to use Mac and Windows products and Office and Custom software.

• Maintained and Imaged IMacs and Lenovo (IBM) Laptops

• APL devices are comprised of various OS platforms including Microsoft Windows, Macintosh, Linux, Blackberry, and IOS (IPADs and IPhones) (80%)

• Logged all calls in CAPRS ticketing system, creating detailed, accurate entries (20%) Micros, Inc. (Columbia, MD) 3/2007 - 6/2013

Computer Support Analyst

• Assisted internal users with technical issues during daily usage, by acting as a liaison for application problems between end-users and developers

• Troubleshooter customer calls and emails efficiently in a timely manner during the 3rd shift

(10pm-8am).

• Resolve customer software and hard ware issues related to point of sales systems and hardware.

• Dispatch unresolved cases appropriately as needed.

• Repaired point of sales hardware as needed.

• Used discretion and judgment to ensure customer satisfaction and utilization of time with little or no supervision or level 2 support.

• Logged all calls in Clarify ticketing system, creating detailed, accurate entries (20%) Vinciti Absolute Quality (Hunt Valley, MD) 8/2004 - 4/2005 Apple Support Analyst

• Assisted internal users with technical issues with apple products during their daily usage, by acting as a liaison for application problems between end-users and developers

• Efficiently troubleshot customer calls and emails in a timely manner using remote connect or other resources.

• Supported Implementation personnel with technical questions.

• Dispatched unresolved cases appropriately as needed.

• Used discretion and judgment to ensure customer satisfaction and utilization of time.

• Documented as appropriate (PeopleSoft ticket creation and maintenance, e-mails, process improvements, and knowledge base articles)

Education

Oakland Mills High School, Columbia, MD

High School Diploma (1996)

Morgan State University, Baltimore, MD

• (Bachelor of Science - Business Administration) (2018) 54 credits

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