Bruce Berkowitz

**** ******** **** *********, ** 21209 cell phone: 443-***-**** adz3or@r.postjobfree.com

IT HELP DESK SUPPORT TECHNICIAN

Extensive experience setting up, installing and repairing desktop and laptop computers, printers and peripherals, thorough knowledge of multiple hardware and software. proficiency in maintaining, upgrading and installing IBM compatible PCs, Ethernet, video cards, sound cards and memory upgrades. Installation and configuration of wireless printing systems. Excellent communication skills, able to successfully work with a wide range of end users to diagnose and resolve complex technical issues. Strong knowledge of Windows operating systems, Microsoft Office applications, Internet connections and hardware.

COMPUTER EDUCATION QUALIFICATIONS

A+ Certified Technician

CompTIA Certification ID. COMP001020571379

Towson University Center for Professional Studies

Certificate of Completion A+ / Net + Certification

PROFESSIONAL EXPERIENCE

Contractual IT Help Desk Technician

NOW Technologies, Inc. Columbia, MD 2018 -2023

Contracted with Baltimore County Public Schools Call Center and Remote Help Desk Technician Assisted and resolved client calls and issues for a user base of 175,000+ teachers, students, and staff

Overviews of activities include:

Set and configure passwords and MFA, resolve issues with WIFI and internet connectivity, repair and configure Microsoft Outlook and email accounts, configure folders and files on device and One Drive accounts, repair and restore microphones, cameras, and sound issues via remote access, install, troubleshoot, repair, resolve printing issues and other peripherals, remediate spyware and virus infestation, troubleshoot and resolve hardware problems – MBR corruptions, hard boot implementation. Resolve connectivity and compatibility issue for websites, portals, Microsoft Teams and Google Meet applications, compile all information and documentation into ticket systems, update and process as required, Research and resolve other issues as presented by client

Bruce Berkowitz

Contractual IT Consultant

Continental Technologies Inc. (CTI) Hunt Valley, MD 5/2015-Present

Contracted with the following clients:

University of Maryland Medical Center. Downtown, Baltimore. Updated and configured computers throughout the hospital system, including antivirus installation, remediation and migration teams

Shimadzu Scientific Instruments Inc. Columbia, MD. Complete rollout and set up of new computers and software installation (100+ computers), wireless and network configuration and data transfer

Mahan Rykeil Architectural Associates Baltimore MD. Installed SSD hard drives, additional RAM memory and graphics cards into computer hardware. Additionally, installed programs and configured computers into the client’s network

2nd Tier Desktop Service Representative

IBM Desktop Service Representative, AT&T account, Hanover, MD 2014-2015

IBM Service Representative servicing the AT&T Corp. account. Supported employees and management of AT&T, located at the AT&T office in Hanover MD. Served client areas located in Maryland, Virginia, Pennsylvania and Kentucky – over 500 units. Work performed under an SLA agreement, and tracked through the utilization of a ticketing application. Diagnosed and repaired hardware and software issues, computer imaging, setup, configured applications, network connections, VPN, SMS updates, Etc.

Specialty Production Supervisor,

Star-K Certification, Baltimore, MD 2000-2013

Manage food production and ensured adherence to certification standards as set by the certifying organization (Star-K Certification of Baltimore). Explore and procure products for use in food production. Inspect and approve all incoming and outgoing deliveries and shipments to the standards of certification. Management of computer systems.

Computer Maintenance Technician 2000

Star-K Certification, Baltimore, MD

Maintained computer system for approximately18 host units, installed programs, set up new hosts, purchased and installed anti-virus systems, weekly updates and cleaned systems, repaired computer issues. Daily server backups, computer related research as needed.

Bruce Berkowitz

Manufacturing Production Supervisor,

Heinz_USA, Orthodox Union, Pittsburgh, PA 1998-2000

Supervised preparation and set up of plant facilities for kosher food production. Maintained and supervised food production processes, as well as ensured adherence to certification standards as set by the certifying organization (Orthodox Union of America). Designed and implemented extensive protocol for documenting ingredients and processes used in the production of canned and jarred food. Computer management and product tracking applications.

Operations Manager,

Squirrel Hill Accessories Co., Pittsburgh, PA 1994-1998

Set-up and managed a sales force of 12 representatives covering seven states. Managed the day to day operations of the business including, but not limited to: manufacturing, purchasing inventory and equipment, invoicing, accounting (accounts payable/accounts receivable), marketing and negotiating with vendors, client and manufacturing of decorative upholstered accessories.

EDUCATION

University of Pittsburgh, Pittsburgh, PA

BA, Economics/Psychology

Duquesne University

School of Business Administration

School of Music-Awarded Goldner Scholarship in Viola performance

Towson University

School of Professional Studies, A+, Net+ Certification Program

IBM Desktop Service Representative

IBM Service Representative servicing the AT&T Corp. account servicing the employees of the AT&T corporate account. From the AT&T office in Hanover MD, the following clients are being serviced, Maryland, Virginia, Pennsylvania, and Kentucky – over 500 units.

Worked under the system of Service Level Agreement (SLA’s) using the Vantive ticketing system to track and document all service activity. Extensive documentation & coding of all services provided.

Diagnose and repair hardware issues such as hard drive failure, memory & MB issues. Repairs required data extraction, installation or replacement of hard drives, Imaging, setup & configuration along with data restore.

Diagnose and repair of software issues including –corrupted boot records, corrupted applications virus remediation, replacement or resetting corrupted Windows profiles, installation and configuration of Microsoft Outlook and email profiles, configuring Outlook files and migration and importing/exporting of Outlook Files.

Use of technical utilities to diagnose and repair computer issues including: Use of RSAT to determine computer profiles, use of IBMDSR-PE to diagnose, repair, and extracting data, resetting passwords, imaging computers, etc. Use of PXE boot - to install software images and all functions of the DSR-PE applications on computers that do not have a cd/dvd drive & Remote Support. IRT refresh tool to gather data and program mapping between computers to perform a data transfer. IRT Migration Tool a USMT tool that extracts and transfers and installs data from one computer to another. Use of Synchronizer, WMA, and RTA to organize and configuring and installing data and applications from various sources. Use of TRC, RUtil, Remote Desktop & RA – for remote service to clients’ computers and tools to repair various issues. Apply Group Policy updates, fixing WMI, verify the Health of PC utilizing DHL (desktop health tool).

Set up and Image/Reimage of Computer workstations –preparing and installation of operating systems from various sources – server downloads, from computer files, from an external hard drive. Identification and installation of x32 and x64 architectures. Identifying, qualifying clients’ computers and joining them to the network domain. Installation of program packages using online repositories or from external hard drive downloads. Configuring email accounts and files. Installing and documentation of licensed software applications.

Address issues of network connectivity: VPN set up and wireless configuration, Connectivity issues with Internet Explorer and security settings. Installation of Firefox and Chrome and the configuration of these browsers. Updating and Importing Favorites to these browsers.

Research and implementation of repair strategies from various sources, including internet, various technical portals, and other sources of information including the internet, various technical portals, and other sources of technical information including networking with other DSRs and manufacturer’s technicians.

Use of excellent customer service skills in scheduling and handling customer requests and complaints.

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