Customer Service Desktop Support

James Worthy

Email: **********@*****.*** Phone: 470-***-**** Location: Atlanta, GA

SUMMARY

A+ Certified IT Technician with proven expertise in customer service, system deployment, networking, and maintenance of IT systems, including desktops, laptops, peripherals, and Point of Sale (POS) systems. Known for delivering seamless system installations, data migrations, and technical troubleshooting. Highly organized and detail-oriented, with a strong ability to work independently and exceed customer expectations.

KEY SKILLS

• IT Hardware and Software Maintenance

• Operating System Migrations (Windows 7/10)

• Imaging and Data Backup/Restoration

• Break/Fix Repairs for Laptops and Peripherals

• Asset and Inventory Management

• Remote Desktop Support

• Microsoft Deployment Toolkit

• ServiceNow Ticketing and Asset Management

• Customer Communication and Technical Documentation CERTIFICATIONS

• CompTIA A+ (# E69DTT1859)

• Accredited Platform Specialist HP Commercial Desktops, Workstations, and Notebooks

(Prometric Testing ID: PRO599498)

• Dell Foundation Desktops Certification (DCSE Cert ID: 3016)

• DCSE Onsite Troubleshooting (Cert ID: 3028)

• POS Product Certification (#447 Dell)

• Georgia Work Ready Certified (# BF042T0GP8SZ)

PROFESSIONAL EXPERIENCE

Independent Contractor

08/2022 – Present

• Delivered IT services across diverse projects, including: o HDD replacement and imaging for HP ProDesk 600 G6 DM (Hilton - CloudCover). o Dell OEM hardware warranty repairs (Pomeroy).

o Kiosk decommissioning and installations (Velocity, Inc.). o Capsa Healthcare cart troubleshooting and part swaps. o Deployment of AMC Zoom phones and POS terminal upgrades (Posiflex).

• Consistently received high ratings for performance, including RAM replacement for 140 laptops (NSC Global).

Teleperformance

Customer Service Agent

12/2021 – 08/2022

• Scheduled package pickups, conducted package research, and tracked FedEx deliveries. KRG Technologies

Technician

09/2020 – 12/2021

• Installed ransomware prevention patches during Windows 7-10 deployments.

• Performed application data backups and system reimaging. Transcom (Remote)

Customer Service/Help Desk Tech

03/2020 – 09/2020

• Provided support for connectivity, peripherals, and billing for ViaSat customers. Volt (Remote)

Customer Service Technician

10/2019 – 03/2020

• Supported TurboTax software users with tax preparation and troubleshooting. TeleTech (Remote)

Customer Service Technician

12/2018 – 10/2019

• Used tools like SABA, PeopleSoft, VMware, and SKE to support Red Cross programs. Core Technology Solutions

Field Technician

08/2016 – 12/2018

• Deployed POS systems, upgraded hardware, and ensured network connectivity. CompuCom

Field Technician

02/2016 – 08/2016

• Managed Windows and Office 365 deployments and inventory in field settings. ACHIEVEMENTS

• Successfully completed preventative maintenance on touchscreen directories and PCs

(Gurus2Go).

• Consistently earned five-star ratings on Work Market for technical services.

• Played a critical role in IT deployment and refresh projects, including AMC Zoom phone installations.

• Recognized for professionalism and communication across multiple IT platforms. EDUCATION

• Briarwood High School Diploma, East Point, GA

• Continuing Education, Southern Polytechnic State University, Marietta, GA LinkedIn-Optimized Format for Professional Networking.

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