Customer Service Technical Support

Anthony Sam

301-***-**** *************@*****.*** Silver Spring, MD 20901 https://www.linkedin.com/in/sam-desk-analyst1

IT Helpdesk Specialist

Results-oriented and resourceful IT operations professional with 7 years of in-depth experience in technical support and PC maintenance. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality. Practical direct skills with deployment, configuration of complex IT Infrastructure.

Areas of expertise include:

Hardware: User Advice and Support, PC Maintenance, Hardware Troubleshooting, ServiceNow Ticketing, Pc Imaging, Printer share, Hardware Break Fix, Hardware System Configuration, workstation upgrade, relocation and file transfer, User Advice and Support, Driver update, and Teamwork.

Software: User account management, Active Directory, Office 365, Exchange Windows 10, 11 configuration, Software installation, Microsoft and Google suite, Software Troubleshooting, Microsoft team and Zoom setting, Customer service, inventory and asset management, and documentation

Networking: Internet speed testing, cable and port testing using fluke, power testing using a power tester, Ping connectivity test, traceroute test cable, LAN, DNS, TCP/IP DHCP, Static IP, LAN, DNS, TCP/IP.

Education & Credentials

IT Networking and Hardware

Montgomery College (Institute of Information Technology) Jan 2020 - May 2020

A+ and Network+ Training

Academy of Computer Education May 2015 – 2015 Aug

Google IT Support

Merit America Aug 2020 - Jan 2021

Work Experience

Prince George Community County Schools

Helpdesk Specialist Landover Md, Aug. 2024 – Present

●Assist staff remotely via quick assist, and TeamViewer to help diagnose and resolve software and hardware issues.

●Assist staff navigate school applications like clever, synergy, frontline and canvas.

●Set up VPN for users to connect to school network remotely.

●Use active directory to add staff members to groups, reset passwords, and enable accounts.

●Set up MFAs for staff members.

●Provide desktop systems support, user support, training, customer service, system Maintenance, Software configuration, for about 26000 school employees.

●Support clients either through zoom, or phone.

●Assist users by creating tickets and escalating to tiers 2 and 3.

●Provided support remotely using remote control tools and performed on site investigations when necessary.

●Ensure department Inservice trainings are completed by due dates.

●Support both windows and mac pcs.

●Ensure routine system maintenance (execute software installations and updates).

HCL Technologies (World Bank Group)

Helpdesk Specialist Washington DC, Mar. 2022 – Aug. 2024

●Ensure routine system maintenance (execute software updates and hardware upgrades).

●Provided desktop systems support, user support, training, customer service, system Maintenance, Hardware/Software configuration, components repair and diagnosis for three hundred employees and over 9000 clients.

●Experience with Active Directory, network monitoring and network management tools, network security, authentication, encryption systems and Backup systems.

●Serve as client point of contact for technical assistance via phone, email, or chat.

●Worked on incidents at tiers 1 and 2 level reported ITSM, email, and walkup for onsite or remote users.

●Troubleshooted escalated calls and incidents. Assisted tier 1 support analysts desk side.

●Troubleshoot hardware and software issues including Dell laptops, peripherals, COTS, and in-house software.

●Contributed to users and raising new tickets through ServiceNow ticketing system.

●Provided support remotely using remote control tools and performed on site investigations when necessary.

●Troubleshooted connectivity issues for users on site

●Ensured that team members adhered to schedule expectations.

●Mentored analysts in a way that improved troubleshooting efficiency and effectiveness. Created Instructional guides and provided training and deskside coaching for the Team.

Dell Technologies (Pinnacle Group)

Dell Field Engineer Dallas Tx, Feb. 2021 – Mar. 2022

●Repair servers, workstations, desktops and laptops for federal, state and local government.

●Took over complex tickets beyond tier one support scope of support. Ran diagnostics, captured device and logs. Determined root cause of application issues.

●Monitored top issues, provided updates, and ETA for resolution to tier one technical support.

●Documented, wrote technical processes, and scripts to improve and address emerging software and hardware issues.

●Committed to time critical issues, responded to escalations via email, and followed up until the ticket resolution.

●Assisted customers with Windows account setup.

●Troubleshooted, tracked, and resolved all hardware tickets daily.

●Resolved issues such as the Wi-Fi connectivity, locked devices, slow device performance, device upgrade, configuration, application performance, defective hardware, and BSOD’s issues.

●Used diagnostic tools and troubleshooting to determine if a device needs repair. Setup repairs and replacements.

Computer Technician.

Self Employed/ Silver Spring Md, / Dec 2015-Feb 2021

●Respond to customer queries by phone, email, and video chat in a timely manner.

● Explain the causes of the issue in simple terms to clients to avoid recurrence.

●Perform hardware diagnostics to determine root cause.

●Remove malware from computers to aide performance.

●Properly document worked performed using ticketing system.

●Troubleshoot local area networks.

●Perform hardware repairs (replacing system boards, memories and all pc components).

●Provide excellent customer service and informal education to clients on how to properly maintain their PC’s.

https://www.linkedin.com/in/sam-desk-analyst1

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