Desktop Support Customer Service

Tracy O. Mclean

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

Jacksonville FL, 32207

Home – 904-***-****

Mobile – 904-***-****

E-mail *********@*****.***

CAREER OBJECTIVE: Long term commitment with progressive company where I may join in a team effort to employ my technical skills and knowledge for the prosperity and profitability of the organization.

More than 25 years’ experience in IT field, Network Troubleshooting, Building Pc’s, Troubleshooting and Repairing Laptops, Desktops, Servers, Laser printers, Line Printers, and dot matrix repairs.

SKILLS: Proficient with win2K, 95, 98, XP, Windows 7, Windows 10/11 2000server, 2003server, 2007/08 server Office2k/365, setting up TCPIP for network communication on desktop, servers, laptops. Ghost/ VPN. Service Manager, Remedy/Smart IT. Ticketing System

Configuring Network switches/hubs,

Over 30+ years Desktop Support/Customer Service Support

Excel spreadsheet using Vlookup and VMware, Active Directory

A+ Certified- Verification # CB7DTT4258

IBM Certified Laptop, Desktop, and Servers. Over three hundred certs.

Toshiba Certified, Portable, Desktop

Lexmark Certified, Dot-Matrix, Laser, Color Laser

Dell Certified – Notebook, Server, Printer, Desktop, Alienware, Ruggedizes, Chromebook, Storage, EquallLogic

HP Certified – Notebook, Desktop

WORK EXPERIENCE:

06/15 –05/25 FL Blue - Technical Service Engineer

Duties include - Desktop support repairs on all HP/Dell desktops, Laptops. repairs on all Pc’s, Lexmark Printers, HP Printers Relocations, assign users to Groups using Active Directory, SSCM, Driver updates, Software Installs Firmware updates, Backup/Restore users profiles, Asset Management doing Audit scans of all Equipment, Training new Tech’s, Repair of Cat 5/6 Network cables, Maintain records of all Laptop installs and returns Asset Management recover of customer assigned asset return to company.

10/13 – 06/15 – Pomeroy - Desktop Support III - Assigned to FL Blue

Duties include - All Warranty repair for FL Blue, Novitas/First Coast, Desktop, Laptop, Printers, help with MCI moves, relocations, Laptop Setup/configuration, Desktop Setup/Configuration, Backup/Restore customers Profiles. Desktop Support, Software updates and installs.

07/13 – 10/13- 5 Star Geeks- Field Service Technician

Duties include - PC, Laptop or Mac Repair Service, System Clean Up, Computer Upgrades, On-Site/In-Shop Repair, LAN Troubleshooting, Network Security Auditing, Hardware/Software Installation and Upgrades, Virus/Malware/Spyware Removal, Virus Software Installation and Tune-ups, Pc Tune-ups, Home Entertainment repairs/Troubleshooting, Security Camera/Surveillance system troubleshooting and/or installation, Training, Phone or internet troubleshooting, Website design and maintenance

07/12- 07/13- Prine Systems - Printer Refurb Tech

Duties include - Refurbishing Dot-Matrix printer Disassemble clean all parts reassemble and test, fix any problems, and repairing Laser printers.

10/10 – 07/12-Independent Contractor - Field Service Technician

Duties include – Desktop Support Troubleshooting and repair of personal Computers. Responsible for upgrades for PC's and Printers, and repair of fax machines, etc. Help with any problem repair of PC’s, Laser printers, Dot matrix, line printers, monitors, and Network Installation.

01/2000 –10/2010 –Information & Display Systems LLC - Hardware Repair Manager

Duties include - Manage and maintain the IDS/IBM PC Service Center. IBM E-claim Administrator, coordinates all functions of department, including parts ordering, inventory, repairs, customer service, and repair tracking. Parts Inventory- Maintain inventory of all service parts. And Maintain records of all warranty/non-warranty repairs, Maintain records of customer warranty information. Repairing Laptops and PCs for NHL, NBA and PGA Tour, Staging –Configure and burn in test equipment, Network switches Produce reports indicating what configurations That have been performed and what the results of burn in testing were. Configure PC’s Switches/Hubs Drive Mapping,

12/97 – 12/99 - Techsystems/ CompUSA at Prudential - Lead Technician/Admin

Duties include - assigned workload to tech’s Training of all new Tech’s on PC and laser printer repair. Ordering of all part needs to repair PC’s and printers. Receiving of parts, Helped with any problem repair of PC’s or Laser printers. And help technicians in trouble shooting PC’s and other duties as assigned.

07/93 – 12/97 - ACCUTECH Temporary Services. - Service Coordinator for Blue Cross Blue Shield of Florida

Duties include - Supervised 11 technicians in the repair and upgrades of IBM PS/2, AST, DEC, NEC, NCR, COMPAQ, TOSHIBA Personal Computer and Laptops. HP and IBM Laser printers, Cross-connect Punch down connections on 66 blocks and 110 blocks for Token Ring, Ethernet, Mainframe, and LAN printers, Phones, Terminals. Receiving of parts for upgrades for PC's and Printers, and repair of fax machines, trained helpdesk technicians. Received award “Caught Doing Something Right" for excellent service (same day) for repair of critical printers and PCs.

01/91 - 07/93 SERVNET - Field Service Technician. Jacksonville, Florida.

Duties include - Troubleshooting and repair of personal Computer- XT, AT, PS/2 Clones

All models covered the four surrounding counties with a four-hour response, also laser printers, Dot matrix, line printers, monitors, Network Installation on Novell, LANtastic, and Preventive Maintenance of all laser printers and Dot matrix printers.

EDUCATION:

Hillsborough High School, Tampa, Florida November 1987.

College -- National Education Center - Tampa Technical Institute, Tampa Florida, Associate Degree in Applied Science in Computer Engineering Technology. I graduated in January 1990.

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