Help Desk Customer Service

HUGH L. HARRIS, M.S.

*** **** ***** ******, #** Bronx, NY 10456 **************@*****.***

Cell 347-***-**** Home

https://www.linkedin.com/in/hughlharris

SUMMARY

A highly motivated A+ and Network technician with experience in building, repairing, and installing hardware parts for desktops, laptops, mobile devices, and printers and troubleshooting network connections. Superb knowledge and experience in Help Desk support, troubleshooting modems, routers, internet, phones, and home surveillance for private and non-profit sectors. Deployment and migration of Windows 7, 8, and 10. Windows servers 2008/2012, Rufus. Troubleshooting Active Directory, SharePoint, Exchange, and DHCP setup. Outlook and Excel 2013 certified. HIPPA 2020 and FDCPA certified. Experienced in marketing in the field of sales and management. Tableau, SPSS, EXCEL software’s. Microsoft Office 365. Strong 40-year Customer Service.

TECHNICAL SKILLS

Networking: Knowledge of Physical and Logical Topologies Subnetting VLSM Super netting

Wildcard masking for routing control VLANS Trunking Implement IPv4 and IPv6

Software: Install Windows 10, 8, 7, Vista, and XP Android OS (4.3.x) Cisco IOS management and revision of IOS 12.4 and lower MS Office 2013, 2010, 2007 Windows Server 2008 and 2012. SPSS DATA ANALYTICS – 2021-2022, Tableau - 2022

Installation, Partition, and Format of SATA, PATA, and SSD Remote Desktop support

Hardware: Setup Optimization of Cisco 26xx /2811/ 2911 Series Routers and Catalyst 2950, 2960 L2 switches and 3550, 3560 Partition and format SATA and SSD drives Hardware upgrades Printer/fax.

EDUCATION

PER SCHOLAS INSTITUTE OF TECHNOLOGY, Bronx, NY, A+ And Network + 2015

Microsoft Office Specialist Certification: Microsoft Word 2010 Excel 2013 PowerPoint Outlook 2013.

QuickBooks 2019 IBM SPSS 28.01 Tableau

Bloomberg Market Concept Completion of Certification 12/03/2018

BRONX COMMUNITY COLLEGE, CUNY, Bronx, NY, Business Administration with Management, A.A.S. Graduated Spring. 2018.

Mental Health First Aid USA-National Council FOR BEHAVIORAL HEALTH effective 2019-2022.

LEHMAN COLLEGE, CUNY, Bronx, New York – Bachelor of Business Administration, Marketing Business Law with Minor in Accounting and Statistics – Graduated Spring 2020.

Data Camp Excel, Marketing, and Panda in Python

BROOKLYN COLLEGE, City University of New York,” A.A.C.S.B. Accredited” Brooklyn, New York – Master of Science of Business Administration in General Business/Data Analysis – Graduated August 2022.

LICENSES

Life Insurance passed and completed – April - 2024.

Accidental and Health Insurance completed – Passed and Qualified - September 2024-Completed.

Property, and Casualty Insurance license – Passed and Qualified, October-2024, Completed.

National Producer number 21158174

New York State Licensed Notary 2024. Passed and Qualified- 2024, Completed.

ORGANIZATIONS

Bronx Community Business Club – Vice President

Bronx Community Entrepreneur Club President

Bronx Community College National Association for Black Accountants

Greater Refuge Temple Outreach Care Ministry ALPFA (ASSOCIATION OF LATINO PROFESSIONALS FOR AMERICA)

American Marketing Association – Vice President, Marketing Global Leadership Academic Association

National Action Network – 2023

Election Poll Worker -2024 - Present

MEDICAL INFORMATION

COVID–19 Vaccination Information: Patient number (medical record information) 132377

1. Dose: Covid – 19 Moderna 013LL0A 01/15/21 Site was the Lighthouse Guild, NYC, NY

2. Dose: Covid – 19 Moderna 010M20A 02/16/21 Site was the Lighthouse Guild, NYC, NY

3. Dose: Covid - Booster Moderna 033H21A 12/6/21 Site was the Morris Heights Health Clinic, Bronx, New York

4. Dose: Covid – Booster Moderna over 50 048221A 4/19/22 Site was CVS 17688 NYC, NY

5. Dose: Covid – Booster Moderna 053022A 10/20/22 Site was CVS10613 NYC, NY

6. Dose: Covid – Booster Moderna 23-24 3032264A 10/04/23 Site was CVS10298 NYC

7. Dose: Covid – Booster Moderna (2023-24 12 YR+ SYR) 203J234 06/19/2024 Site Was CVS17688

8. Dose: Covid – Booster Moderna 3042558 Covid 12YR+ 09/03-2024 Site CVS17688

WORK EXPERIENCE

New York Life Insurance, Rego Park, New York, 11374

Life, Health, Accidental Insurance Agent (Property and Casualty licensed)

July 2023 – Present

Advise and provided expertise to customers and prospective clients on financial goals, ensuring fulfillment of clients’ needs and deliver top tier customer expertness in alignment with company procedures and policies.

Developed and nuture3d productive relationships with both new and existing clients.

Provided comprehensive training and guidance to new insurance agents regarding whole life, Universal life, and term life insurance along with annuities.

Meeting with clientele and prospects within the New York state and metropolitan area.

Unappointed Georgia licensed insurance agent.

Fordham University, New York, New York, 10023

December 2023 – December 2023

IT Proctor for Law Students

Monitoring all Law students for their final exams as their proctor.

Logging all student’s attendance from start to end for assigned exams.

Writing incident reports for the IT department regarding technical issues.

Appropriating all student's final exams.

Incidental Reporting of all student’s finals.

New York City Housing Authority, Manhattan, NY

October 2022 – April 2023

IT SUPPORT ANALYST

Support for Windows systems, and iOS and Android devices.

Provide application support to Maximo, Seibel, and Oracle apps and web links.

Used Dameware Remote management tool to connect to the user's desktop to provide end-user support.

Experience with using ServiceNow creating and escalating tickets to assign them over to higher or lower-level IT personnel to address end-user issues.

Used Assist/AirWatch UEM to provide mobile phone support (MDM)

Printer management and driver support

Assist users with VDI and VPN download, Office 365, and Microsoft two-factor authentication application assistance reset and activation.

Used Seibel to correct/manage tenant personal uploaded case information, for housing assistants who work with setting up future/current resident sensitive data like SSN, annual rent, along rent payments information. To correctly upload documents in the database service on Seibel.

Uses Admin support for a Work management app called Maximo, to help maintenance workers and tradesmen, access/close/open work orders.

Reset AS400 passwords for NYCHA clients and users.

Network Protocols: IP, TCP, DNS

Setup Azure SSPR\MFA

Password Management reset.

Remote MS Teams, Assist Workplace One, Mapping IP address to Printers.

Used ServiceNow for IT information to users.

Desktop support to the users within the NYCHA organization.

VIP white glove support to the executives.

Configuring laptops and desktops

GAP between January\2018-August/2022

Education:

January/2018 – August/2020

Completing Undergraduate program at Herbert H. Lehman College with a BBA in business Administration.

The pandemic of Covid:

September/2020-June/2021: Intern Administrator for Lighthouse Guild for the Blind.

Education:

August/2021-August/2022: Completed M.S. Business Administration at Brooklyn College.

However, I did work for the Bronx Community College Student Services as a Technical Service Center Aide,

BRONX COMMUNITY COLLEGE, Bronx, New York, 10453

August/2017-December/2017

Technology Service Center Aide.

Ensure the computer and related equipment in the school are working properly; arrange for needed maintenance.

Troubleshoot problems with computers and other equipment; assist users with full utilization of available hardware and software.

Perform simple installations of computer software and hardware; maintain a complete inventory of computers and related hardware.

Provide timely resolution of computer problems by providing answers or referrals.

Perform disk backup and software copying as required.

Reset passwords and assign usernames.

Instructions on Excel, Word, and Access.

Usage of Internet Explorer and Device Management.

GAP BETWEEN March/2014 – December/2017

Education :

March/2014-August/2015

Complete A+ and Network certification from Perscholas Institute of Technology

Education :

August/2016-December//2017

Complete A.A.S. in Business Management Bronx Community Collège.

CCI-IBM, Boulder, Colorado

May/2013 – August/2014

Tier 1 Helpdesk Associate Technical Support

Troubleshoot for all U.S. Commissaries throughout the world in the military station's self-checkout register.

Researched information regarding active equipment.

Instructed and guided employees to active systems.

Updated back-office control systems to cashier machines and self-checkouts.

Order hardware supplies to computerized systems.

Ticketing information to Tier 1 and Tier 2 for escalation.

P. SCOTT LOWERY LAW GROUP, Greenwood Village, Colorado August/2013 – October/2013

Financial Collector

Researched debtor’s information and history reference of payments.

Completed client and customer account files, closed out accounts, and processed daily payments.

Managed a heavy phone volume of 150-200 contacts per day.

Utilized Eagle software to review billing and accounts payable.

Payment of debtors BIF, SIF.

STARTEK/COMCAST, Greeley, Colorado July/2012 – May/2013

Tier 2 Helpdesk Support Administrator Technical Support

In charge of resolving issues for Comcast customers Triple Play service using line of question protocol for all service lines — Fielded Tier 3 customer issues to support staff for processing.

Utilized Scout software to scan outages in regional areas.

Processed billing confirming services offered and rate codes via ACSR and Comtrac systems.

Reset passwords and updates on video devices.

Relayed resolution and escalation information to technical support services, and password reset.

Ticketing through Remedy and ErOne.

Line of Questions through Grand Slam to scan send signals to devices to resolve issues. I.E.: Refresh video systems through BOT, UDB Data, Warm set, Lukewarm, and Hot signals.

Remedy ticketing to download information on the customer demographics and services' technical status.

Managed a heavy volume of phone calls 140 per day.

Marketing sales and Billing services and from Comcast.

Money handling through charging clients credit cards.

Digital Marketization of Comcast services to the general public.

NEW YORK RADIOLOGY COMPANY, P.C., New York, NY February/1989 – November/2011

Medical Records Manager Support Staff Administrator

Managed medical records for MRI, P.E.T., CAT scans, and intervention-imaging center.

Record Management for the radiology department and professional offices.

Recruiting office workers for hospitals and recruiting workers for referrals and requesting physicians.

Director of medical records via computerized files, alphabetical chart systems, and databases.

Maintained payment and patient information in Excel Spreadsheet and handled billing and invoicing.

Knowledge of Continuum Medical Corporation IDXRAD, PACS computer system, and GroupWise and Outlook.

Liaison to all referring physicians regarding records and films and patient inquiries.

Upload outside imaging MRI, CTs, P.E.T/C.T., and mammography into the PACS digitized system.

The ability to print films and burn CDs from a digitized system.

Troubleshoot printers, computers, and technical equipment when malfunctioning.

Patient films and charts are digitized.

Worked under 89 radiologists and served on a management team overseeing 200 workers.

Marketing and sales for new imaging modules: MRIs, CTs, P.E.T.

Advertised companies’ services and referrals throughout the Tri-State and National area.

Money handling with banks, financial institutions, and credit card transactions.

The use of Digital Marketing resources and data points to make the company's modules available and useful to prospective and current clientele.

Marketing and Sales for radiology equipment and patient referrals.

Priority Temporary Employment Agency, New York, New York

June/1987-October/1989

Proxy Stock Information Agent

Informed stockholders of the company's financial transformation.

Processed, collected, and worked with Major Corporation’s stock information and distributions.

Preparing financial news for stockholders.

Performed telephone interviewing/screening for annual indemnification.

Update stockholder’s information by telephone.

Detail patrons concerning cancellations.

Assisting publishing company in editing encyclopedias and commentaries reference pages.

Assess customer's files through a computer database.

Research the patron's history before telephone calls.

Bill’s customers and patrons through the computer system.

Marketing Sales and Billing services

Customer service information for First Bank of Chicago, Minolta, New York State Insurance Comp., and Major Banking and Finance Companies on Wall Street

Winston Temps, New York, New York

Position: Proxy Information Stock Agent.

June/88 – October/89

Performed telephone interviewing/screening for annual indemnification.

Update stockholders’ information by telephone.

Detail patrons concerning cancellations.

Assisting publishing company in editing encyclopedias and commentaries reference pages.

Assess customer's files through a computer database.

Research the patron's history before telephone calls.

Bill customers and patrons through the computer system.

Customer service information for First Bank of Chicago, Minolta, New York State Insurance Comp., and Major Banking and Finance Companies on Wall Street.

August/1986-June/1988

Metropolitan Opera House, New York, New York

Position: Customer Service Information Agent

Responsible for payment transactions in credit cards.

Informed customers and patrons of changes in operas and New York Ballet shows.

Registering patrons for upcoming operas.

Manage calls for upcoming events for a call center.

INTERNSHIPS

Lighthouse Guild

March/2020-May/2021

Internship and Volunteer in the IT Dept. – Project Manager Assistant and Coordinator-Recruiter

Generate and send out invoices.

Follow up on, collect, and allocate payments, and perform account reconciliations.

Conduct billing and reporting activities according to specific deadlines.

Research review and resolve payment discrepancies AR aging to ensure compliance.

Maintain volunteer and client accounts through Volgistics software, Microsoft Excel, Word, and Access.

Accounts receivable customer files and records

Follow established procedures for processing receipts, cash, and process adjustments.

Develop a recovery system and initiate collection efforts.

Communicate with customers and clients via phone, email, mail or personally assist with month-end closing.

Making phone calls to insurance plans for claim follow-ups and taking and distributing messages.

Updating and maintaining database and controlling basic accounting functions such as checking invoices.

Typing documents and correspondence and checking and entering data through Access, Excel, and Word.

Timekeeping and auditing through Microsoft Excel.

Corresponding with hearing aids vendors throughout the United States for clients that are hearing impaired.

Contact this candidate