Support Specialist Customer Service

Kenneth Gross

**** ***** ******* ******

Wilmington, DE 19801

**********@*****.***

302-***-**** Cell

PROFESSIONAL SUMMARY

Mature professional with excellent communication and team skills, capable of working independently in

a group environment. I also possess strong customer service skills.

COMPUTER SKILLS

Windows 2000, Microsoft Office, Outlook, XP, Vista

Hardware: IBM, Dell, Compac, HP

Printers: HP, Tektronix, Win10

EXPERIENCE

Cigna Aug 2024 – Feb 2025

IT Support Specialist

Installing workstations for end users

Setting up printers

Deploying laptops

Using Service Now as a Ticketing system

AstraZeneca Aug 2022 – Jul 2024

Customer Engineer

Building laptop for the end user

Coordinate small team to deliver work package

Document and report on work completed

Provide customer service to internal and external customers.

Barclays Bank

Desktop Technician Sep 2018 - Dec 2022

Responsible for the day-to-day user and systems administration of customer/user desktop support needs

in a Windows, Mac

Tech Bar Team

Performed Windows 7 roll out-migration on Dell Desktop and Dell Laptop units to include

synchronization of Office 10 on iPhone with customer training and support per customer request. Also

perform beta testing to move from Windows 7/Office 10 to Win10

AstraZeneca Oct 2008 – Jul 2018

Desktop Technician

Install network PC’s and troubleshoot network printers.

Configure monitors for dual setup.

I am responsible for moving computer equipment from one location to another.

Remedy is the ticketing software that I use to keep track of problem calls.

I have also use Service Now as a ticketing system

Part of my job is to make sure that this database is updated.

Wilmington Public Library Mar 2005 – Sep 2008

Computer Lab Technician

Monitor and assist patrons in the computer room.

Lab technicians inform patrons on how to use the internet.

Answer questions about using the library software.

Lab technicians are responsible for helping patron se up

E-mail accounts. I also inform patrons on how to use Microsoft Office.

Brandywine Hundred Library Feb 2001 – current

Library Aide

Work in the circulation department of the library.

Library aides are responsible for checking in and out all library materials.

Part of my job is inputting library cards. This will allow patrons to check out materials.

AstraZeneca Aug 1995 – Jan 2001

Hardware Technician

Deploying and updating network printers.

Installing workstations for end users.

Relocate end user workstations.

Delivering laptops and desktop to end users.

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