Louis Camp

**** *. **** ******

York, PA.*****

717-***-****

adzc5w@r.postjobfree.com

OBJECTIVE

To obtain a permanent professional position in the computer or network support field with a company where I can continue to grow, learn, enhance, develop my computer networking skills, become even more proficient in all aspects of installation as well as hardware and software support, assist clients & customers in any way I can, eventually run my own department, and help my company grow into a powerhouse in the industry.

PROFESSIONAL EXPERIENCE

HCL-RiteAid Corporation

Corporate Technical Specialist November 2019-Current

Assess and analyze technical programs used or created by the company.

Provide tech support for programs, apps, customers, and other company staff members

Train customers and staff on company apps and products.

Advise Company and staff on the best practices for using technical apps and programs.

Design training materials for other staff members to teach them how to use company tech

Troubleshoot technical programs, products, and applications used by the company

Minimize company costs by finding ways to increase productivity and reduce expenses

Evaluate new products and technologies to find the best methods for using them.

Close all resolved service now requests ensuring customers are satisfied with resolutions

Install, diagnose, repair, maintain, and upgrade all PC hardware and equipment to ensure optimal workstation performance.

Troubleshoot problem areas (in person, by telephone, Instant message, or via email) in a timely and accurate fashion and provide end-user assistance where required.

Manage IT assets to ensure accuracy in service now asset management system

Accurately record, update, and resolve incidents with printers, copiers, scanners, and computers.

Utilize excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization all the way up to company CEO.

Build new computers out of parts stored from older computers.

Work Extensively with Lenovo products as well as Apple devices such as Mac books, etc.

Respond to customer calls, e-mails, v-mails or other contacts

Provide tech support for programs and applications to both customers and other staff members within the company.

Learn new products and technologies as they become available to find the best methods for using them.

Randstad Technologies

Service Desk Analyst May 2019-November 2019

• Respond to Service Desk customer calls, e-mails, v-mails or other contacts

• Monitor the status of all open service requests

• Perform troubleshooting on ABS’s standard operating environment including

Workstations, Servers and related equipment, and all other hardware components and peripherals.

• Close all resolved service requests and ensuring customers are satisfied with resolutions

• Document and record troubleshooting activities, in detail

• Perform random customer follow ups to ensure customer satisfaction of issues resolved by support groups other than the Help Desk

• Resolve issues within the Service Desk Statement of Work

• Maintain extensive knowledge of Help Desk Policies and Procedures

• Escalate service requests outside the Statement of Work or Level I skill set

• Keep up to date with the latest advancements both through formal training, provided on-line training, and self-study

Assurant Corporate Technology June 2016-November-2018

Tier 2 Associate Desktop Technician

Install, diagnose, repair, maintain, and upgrade all PC hardware and equipment to ensure optimal workstation performance.

Troubleshoot problem areas (in person, by telephone, Instant message, or via email) in a timely and accurate fashion and provide end-user assistance where required.

Perform after Hour as well as on demand Software Installs

Ensure that all software is approved and on exceptions list.

Manage IT assets to ensure accuracy in asset management system

Assist in developing long-term strategies and capacity planning for meeting future desktop hardware and software needs.

Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.

Write technical specifications for purchase of PCs, desktop hardware and related products.

Solve a variety of issues with software being used to process cellular phones

Install, diagnose, repair, maintain, and upgrade diverse types of PC software.

Collaborate with existing vendors to evaluate the modern technology that is available and make recommendations to management on using that technology

Monitor the performance of the company’s desktop infrastructure and make suggestions for improving efficiency

Evaluate applications and software patches for desktop applications to see if they will solve desktop issues

Serve as on-call desktop technician.

Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary.

Accurately record, update and resolve incidents with printers, copiers, scanners, and computers.

Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

Operate and troubleshoot issues with Mac Mini thin clients using Mac OS Sierra, El Capitan, etc. as well as the Apple Configurator and Serial number reader client.

Image machines using SCCM task sequence imaging.

Work on migration from windows 7 to windows 10 as well as Microsoft Office 2013 to Microsoft Office 2016

Document requests and trouble tickets using the Cherwell service desk and Service Now systems. (Rated by current company with an average of 100% in terms of documentation)

Manage user accounts through Active Directory

Ultra-Herley (Ultra Electronics) October 2017-November 2017

Desktop Technician

Organize inventory

Properly dispose of computer hard drives and other computer equipment

Troubleshoot and repair issues with Office 365 as well as with Operating systems Windows XP, Vista, 7, and 10.

Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

Locate and install software specifically designed to work with older operating systems.

Manage IT assets to insure accuracy in asset management system

Solve a variety of issues with software being used to build guidance systems for rockets, missiles, etc.

Break down and rebuild broken computers.

Work closely with management and on sight desktop support to solve problems as they arise.

Answer calls and provide desktop support over the phone

Record, update and resolve incidents with printers, copiers, scanners, and other peripherals

Build new computers out of parts stored from older computers.

Create and maintain user accounts

Document requests and trouble tickets using Spiceworks.

Operate and troubleshoot issues with Apple, HP, Dell, and Lenovo laptops as well as many different model PC.

Wellspan Health August 2015-May 2016

Support Technician

Disassemble and reassemble computer Hardware

Install software including drivers, desktop applications, plug ins, etc.

Diagnose and repair problems with PC and corresponding equipment

Add various peripherals to desktop such as input, output, and storage devices

Configure devices such as printers, scanners, label makers, etc.

Move Computer workstations physically as well as on the network

Avoid tripping port security when whenever possible

Troubleshoot network connectivity and performance problems

Thoroughly document all work performed when responding to service requests

Troubleshoot and repair issues with Avaya VOIP phones

Train new employee in the performance of duties

Perform asset management duties such as tagging, scanning, and organizing IT assets

Compose spread sheets to organize and categorize locations as well as assets

Represent IT department to brand new sites and health systems that Wellspan purchased

Provide technical support for applications and personal computers to end users.

Explain technical issues to end users in a non-technical manner.

Adhere to State and Federal laws including HIPAA

Organize and properly store IT equipment

Service trouble tickets using Remedy ticketing system.

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Royal Farms Inc.

York, Pennsylvania November 2014-August-2015

Customer Service Associate

Handles customer complaints in a courteous and professional manner

Demonstrate outstanding customer service

Coach, direct, and train employees to provide excellent service

Master and ensure completion of all shift job duties

Perform duties associated with shift change

Count and verify currency and coin in cash drawer and the beginning and end of shift

Maintain a safe working and shopping environment

Maryland State Board of elections

Frederick, Baltimore, and Washington Counties, Maryland

Board of Elections Associate May 2014-June 2014

Record TS Unit Serial Number, voting equipment number, and state asset tag number

Pass criminal background check through the state of Maryland

Verify boot loader version is correct

Set date and time

Perform logic and accuracy test

Lift, push, and pull equipment that weighs 50 pounds or more

Transfer test results to voting system election management system

Check accessibility of voting equipment

Prepare the accumulator for transmission

Set election units for election

Install smart key

Replace printer hardware

Print totals report

Insure unit is properly secured after setting for election

Assist others in the performance of these duties

Maryland Health Connection

Baltimore, Maryland

Help Desk Agent Tier II February 2014-May-2014

Answer Helpdesk calls and provide desktop support over the phone

Respond to consumer telephone calls and internal email requests for service in a timely manner, research issues and resolve each interaction in a timely manner.

Reset consumer passwords

Enter, assign, and track helpdesk tickets through the Oracle ticketing system

Contact consumers and close out back logged incidents through Oracle

Research incidents through Oracle and close issues that have been solved

Replace inaccurate consumer information with updated and accurate information

Set up computers and configure them for dual monitors

Troubleshoot and repair internet connectivity issues

Escalate incidents to tier 3 support when appropriate and follow up in a timely manner

Communicate with team members and management.

Solve problems with consumer applications

Repair technical issues with consumer applications

Authorize applications frozen in “pending” status

Actively protect consumer information

Adhere to State and Federal laws including HIPAA

Collect information from consumers to repair income discrepancies

Enter solutions for all service tickets into Oracle for inclusion in the knowledge base

Provide tier 2 support for computer hardware issues

Troubleshoot Mobil devices such as smartphones and tablets

Calculate tax credits and cost sharing reductions

Explain tax credits and cost sharing reductions to consumers

Create folders on a shared drive for teammates to input information

Save consumer information for future reference

Collaborate with teammates and management to create customer satisfaction

Assist in training of new additions to the helpdesk

Medstar Hospitals

Baltimore, Maryland

Lead IT Consultant- OPAS (BMC Remedy) Administrator

February 2013-February-2014

Train employees on the operation of the OPAS (BMC Remedy) ticketing system

Light troubleshooting of the PeopleSoft ERP system for Medstar HR

Navigate active directory and assign credentials to hospital employees.

Take lead on issues that customers have had problems getting solved

Provide assistance to managers who have trouble accessing PeopleSoft

Write and assign trouble tickets to PeopleSoft experts for diagnosis and solution

Assign PeopleSoft security issues to Medstar security for proper employee access

Diagnose training issues vs. system problems in PeopleSoft

Walk hospital employees through PeopleSoft training UPKs.

Provision employees into roles such as requisitions and Supply Chain Management

Provide customers with appropriate forms to complete service related requests for compliance regulations

Escalate issues to corporate team lead that are not otherwise getting solved

Work closely with corporate team leads to diagnose and solve system wide outages

Inform hospital management and employees when there is an outage.

Refer hospital employees to Super Users for special training solutions

Assist PeopleSoft experts with trouble tickets concerning problems they solve

Open and close trouble tickets In OPAS (BMC Remedy)

Question hospital employees about issues they have and inform them on solutions

Follow up with employees and management who have had a trouble ticket assigned

Work with IMPACT command center team members to provide Go Live support

Set up computer hardware for use and diagnose if proper software is installed

Troubleshoot computer hardware, printer, and fax machine issues and connections

Advise IT department on software that needs to be installed in CC computers

Update site coordinator about issues affecting hospital staff and management

Collaborate with hospital employees in the implementation of the Med. Connect II

Record, Log, troubleshoot, and solve customer problems

Transfer hospital employees to appropriate place when necessary

Assign credentials to hospital employees

Help employees in the operation of computers and equipment

Train employees to follow proper procedures when necessary

Communicate with foreign customers on Dell server installation

Configure Citrix server

Add network printers, scanners, copiers, etc.

Execute server configuration via remote desktop connection

Navigate through the OPAS ticket system

Perform duties as on site lead technician

Provide technical software, hardware, and network problem resolution including password resets, documenting problems, and research.

Educate customer on proper use of equipment

Comcast Cable

White Marsh, Maryland

Customer Account Executive July 2011-October 2011

Helped customers with the configuration of Microsoft Outlook.

Troubleshoot problems with customer’s home phone, internet, cable service and equipment

Diagnosed signal problems outside of the home.

Schedule in home and outdoor technicians for appointments to repair or replace faulty equipment.

Advise customers on Antivirus software.

Guided customers in downloading the software into their home computers

Troubleshoot and diagnose problems with customer’s home computers and home network.

Collaborate with management on better ways to service customers.

Assisted fellow employees in their own attempts to service the customer in a team environment

Explained to customer-itemized bill in detail.

Advised customers on ways to save money while also enhancing cable, telephone and internet use.

Repaired any problems with a customer’s bill and give service refunds where applicable.

United Parcel Service Baltimore, Maryland

Package Handler/Team Lead September 1996-May 2009

Examine and inspect containers, materials, and products to ensure that packing specifications met.

Record product, packaging, and order information on specified forms and records.

Removed completed or defective products or materials.

Placing products on equipment such as conveyors or in specified areas such as loading docks.

Seal containers or materials, using glues, fasteners, nails, and hardware tools. Load materials and products into package processing equipment.

Assemble, line, and pad cartons, crates, and containers, using hand tools.

Planed work schedules and assigned duties to maintain adequate staff for effective performance.

Collaborate with workers and managers to solve work-related problems.

Review work throughout the process and at completion.

Ensure that work has been performed properly.

Transmit and explain work orders to laborers.

Check specifications of materials loaded or unloaded against information contained in work orders

Inform employees or departments of items loaded and problems encountered. .

Performed the same work duties as those supervised

Accomplished more difficult or skilled tasks and assisted employees in their performance.

Safety Committee Co-chair

Union appointed Job Steward Alternant

Old Country Buffet October 1995-Apri 1996

Dining Room Attendant / Meat Carver

Carved various meats for clientele according to their specifications.

Cleared tables of dishes, glasses and silverware.

Disposed of all trash to proper containers.

Replenished food items as supplies diminished.

Kept area clean by sweeping, vacuuming, and washing floors and walls.

Assisted customers by answering all questions.

Prior to the opening assisted with the layout of the restaurant.

Stocked Shelves

EDUCATION

Computer Networking Technology Associate of Applied Science Degree – February 2013

Kaplan University

Baltimore, Maryland

Computer Support Technician Certificate – June 2011

TESST College of Technology

Baltimore, Maryland

Diploma: Southern Senior High School Baltimore, Maryland

Certification: Maryland State certified to enroll consumers into the Affordable Care act via the Maryland Health Connection

Certification: Maryland State Board of elections certified for logic and accuracy testing of election machines

SKILLS/ COMPENTENCIES

Computer Hardware

Systems and application Software

Networking

Network security

Help Desk Administration and support as well as Desktop support

Principles of quality Customer Service

Troubleshooting

Knowledge of XP, Windows Vista, Windows 7, and windows 10 Operating systems

Able to work independently effectively and efficiently

Classes to certify air containers

Cable repair classes to troubleshoot for cable box problems.

Customer service classes

Handling irate customers

Focusing on the task at hand

Working on a problem until it is solved

Desire and ability to succeed

100% self-motivated

Taking Ownership

Strong customer service skills

Microsoft Outlook 2013/2016, Word, Excel, Access; Internet Explorer; and other Microsoft Office applications, etc.

Able to communicate technical information effectively to end users in non-technical manner

Migration from windows 7 to windows 10 and migration from office 2013 to Office 2016.

Network OS

TCP/IP

Network Administration

Various COTS and Business Applications

TCP/IP

Microsoft Visio

Project, Publisher

Client Proprietary Applications

HARDWARE & TECHNOLOGY

Dell Laptops and PC

HP EliteDesk 800, Z240 Workstations

HP Elitebook 840 G3, 820 G3

HP pritners

Lenovo ThinkPad and HP Models Laptop Standard

Zabra Printers

Brother Printers

Hand Scanners

Ricoh, Centric, etc. Office pritners,scanners,fax

ID badge scanners

RFID scanners

SOFTWARE & TECHNOLOGY KNOWLEDGE

Microsoft Exchange

Microsoft One drive

Sharepoint

Microsoft Office Windows 7/10

Internet Explorer 11.0

MS Word/Excel 2013

MS DOS

HEAT

Cherwell

TeamViewer

ESET online anti-virus

Remote Connectivity including VPN, TCP/IP, dial-up networking

Adobe Acrobat

MS Visio, Project, Access, SharePoint

Client/server technologies including Oracle

Active Directory

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