Support Technician Help Desk
Resume:
MARK R. NORMAN
HELP DESK SUPPORT TECHNICIAN
CONTACT
PROFILE
*************@*****.***
Over 12 years competence in computer hardware (Systems, MFP/MFD (printers); Local, Wireless and Wide Area network support. worked in a top tier company offering onsite and remote desktop solutions. Worked extensively on OEM (Dell, Hp, IBM/Lenovo/Sony Viao/Apple (all apple computers, such as iMac, MacBooks, MacBook Air, Mac Pro, Mac Mini, iPhone, Ipad); As a certified OEM technician to resolve hardware and software issues. I have done spill-cleans of laptops of all make and model, replaced hard disk drives, performed data retrieval, backed up data on external drives, replaced logic boards, resurrected “dead” machines by performing spill cleans; replaced graphics cards and or installed recommended GPU device drivers to resolve “no display” or screen display resolution issues on desktops and laptops; replaced laptop and top cover cases.I am good with Microsoft Office Package suit.
SKILLS
EXPERIENCE
Hardware, software and computer network support.
PC&MAC Support
Troubleshooting in iOS, OS, and Windows support.
MS Office Suite proficiency.
Excellent organizational and time-management skills.
Effective communication and customer service skills.
Proficiency in using diagnostic tools and software for troubleshooting and repairs.
Technical Training facilitator.
Typing about 35wpm.
Level II Tech Support: Norman ICT, NY
2015-Present
Replaced hard drives on desktops and laptops; worked on all Apple desktop and Laptops; doing spill cleans, data retrievals, system storage and memory upgrades, troubleshooting and fixing network card and graphics adapter issues. Running system updates and resolving software issues, by reinstalling and in some instances replacing faulty hard drives, formatting drives and reinstalling Operating Systems.
Level II Tech Support Tekserve, NY.
2013-2014
worked in a team of technicians; once in a week worked at front desk; helping clients troubleshoot reported issues, and recommending resolution and scheduling pick up dates; rest of the week worked on apple laptops and desktops; replacing faulty parts and making repairs on iMacs, mac minis; MacBook airs, MacBook Pros etc.
Field Support Technician Worldwide Tech Services, NY
2013-2015
Worked on OEM desktop and laptops; such as IBM/Lenovo, Hp, Apple, Dell; by resolving hardware and software issues. Replacing storage units, uninstalling bad software and reinstalling operating systems. Resolved network connectivity issues, by replacing network adapters, installing device drivers, or replacing network cables.
NOC/Field Support Manager K-Net. Accra, Ghana
2010-2012
Supervised and Managed entire location (ten cities) network engineers on and off site to make sure clients network is running smoothly with little to no disruption. Worked with customer satisfaction and HR departments in hiring and training/onboarding of new hires. Made recommendations to CEO for network and NOC improvement fixes.
2008-2010
Chief Technical Officer J-Prompt Services
EDUCATION
Apple
2012
ACMT Certifications
Dell/Hp/ IBM/Lenovo
2012
Certified Desktop/Laptop
Technician certification and training.
SUNY
2012
GED Certificate
2010
Advanced Diploma in Project Management CIM-London
2018
Diploma in PC Repair. School of PC Repair. Atlanta, GA
Managed the Technical team and trained network and hardware technicians on computer and network repairs; Worked on Windows based desktops and laptops, fixing hardware and software issues.
Contact this candidate