Customer Service Call Center
Resume:
Freeport Fl ***** LinkedIN: linkedin.com/in/christopher-hansen-6aaa6833
Cell: 614-***-**** E-Mail: **********@*****.***
Chris Hansen Sec+ CE, A+
Summery: 25+ years of experience building and repairing of laptop and computer systems as well as customer service / helpdesk.
During COVID I worked remote in as a call center representative
Technical Skills
Software packages: Microsoft Office 365, Norton Antivirus Lotus Notes, SharePoint, Google suite, Messenger, PowerShell
Operating systems: Windows 7 (32&64 bit), Windows 8 Windows 10 Windows 11 Server 2008 and 2012
Hardware: PC’s, laptops, servers, routers, hubs, POS, printers, Dell, HP, Blade Servers,, NCR POS
Other Skills: VNC, Remote desktop, admin share, Active Directory, Network Printing Microsoft, PowerShell, Active Directory
Recognition: Multiple customer service awards and surveys at 90%
Clearance level: TS
Certifications: CompTIA A+, Sec+ CE
Education
Briarcliffe College Woodbury NY 1995
Diploma in Computer/electronic repair
American International College 1990
Associates in general business
Employment
492nd Special Operations Wing (492 SOW) (Network Runners) Hurlburt AFB, Fl 10/24-08/2025
Computer Field Support/VTC Specialist
oProvide Wing leadership and Wing staff, at Hurlburt Field network/communication (COMM) and ground support including, teleconferencing support, repair, troubleshooting, asset management, and account management.
oSupport the systems, hardware, and networks that enable operations on base, ensuring mission readiness and reliable communication capabilities.
oProvide critical on-demand ground IT support to wing leadership, ensure Non-secure Internet Protocol Router and Secret Internet Protocol Router devices are current and up to date, and address system quarantines in the case of" spillage.
oManage the 492nd SharePoint online site. This includes creating and managing the site(s), configuring site settings, managing user access, and maintenance of the site, reporting security incidents and executing corrective security procedures.
oProcess requests for organizational box certifications, conduct in-processing procedures for new users to ensure access to all share drives, distros and organizational boxes.
oRemove and replace telephone instruments and provide IT ground support.
oSharePoint administration
53rd Wing (Mantek) Eglin AFB, FL 1/24 – 06/24
53rd Wing (Teksystems) Eglin AFB, FL 12/22 -12/23
Field IT Support Technician/CSL
oPixie booted multiple Desktop and laptop computers to re-image them. After reimaging put the machine onto the domain
oCreated and updated Remedy tickets relating to customer technical issues, providing on-site IT troubleshooting/support both at user desks and remotely.
oAssisted users at their desks and remotely with technical issues as needed, providing ground support when required.
oUpdate Endr with information such as computer/printer, building room and desk location
oPerform system and Trelix antivirus Definition’s updates to remove computers from quarantine
oUpdate Excel Spreadsheet hardware and software repository
oSetup new NIPR and SIPR workstations with phones and supported ground support equipment setups
oRDP into user machines with admin rights to remove update the antivirus to avoid vulnerabilities.
oConnect printers to computers via print server
oReplace power supplies on blade servers
oPrepare equipment and paperwork for destruction run
SAIC Hurlburt Field, FL 10//20 – 12/22
Computer Field Technician
ore-imaging laptop with SCCM
oProvided ground support IT services across base systems, ensuring smooth daily operations.
oAssist users with various computer issues in person and via phone and updated or created Remedy Ticket
oMapped printers for users using a script
oDelivered installation, repair, and maintenance of IT systems/software/hardware, supporting critical base operations.
oContacted users about the status of their tickets
oObtained information needed to resolve users’ tickets
Techmahindra Austin. TX 11/19-10/20
Helpdesk Level 1
oReceived incoming calls from users for hardware and software issues
oAssisted users with desktop and Cellular phone setup
oReset user passwords in Microsoft Azure
oVerified the user is in the correct security group with Microsoft Azure
oRan scripts and other dos commands in PowerShell
oAssisted users with setting up WebEx meetings in Outlook
oRestarted blade servers for users
Infosys Austin, TX 8/19 –11/19
NOC technician level
Ran SQL scripts to acquire reports that did not run for different states
Ran bridge calls for different departments for be able to implement fix’s
Answered phone calls and emails in the helpdesk inbox and create Remedy tickets for new issues
Soal Technologies Austin, TX 3/19- 5/19
Helpdesk Level 1 (Short term contract with TxDOT)
Assisted users with TxDOTconnect website
Remoted to user machine with SCCM to capture screen shots
Cleared browser history, cache and cookies
Escalated to L2 for further troubleshooting
Looked up users in AD
Removed users from TxDOT notification signup
Routed hardware purchase order to = cr467after getting necessary information
GTS Solutions Austin, TX 11/18- 1/19
Helpdesk Level 1 (Short term contract with HHSC)
Reset DFPS employee and contractor password once they are verified in Server 2008 Active Directory
Assisted end users with hardware and software related issue.
Remoted to end users' machines with SCCM to capture error messages to better assist them with their issue
Placed service calls to local hardware and software issues not solved over the phone
Placed service calls for missing or broken hardware to local hardware IT
Robert Half Austin, TX 11/6/18
One day project setting up Wyse terminals (Short term contract)
Setup of wise terminals
Verified they were connected and functional
Home Depot Austin, TX 8/17 – 10/18
Product support Technician 1
K-Force Austin, TX 3/16 - 8/17
Service Desk Analyst level 2 for The Home Depot
oAssisted stores with errors within home grown software and issues that Level one could not handle
oManipulated orders within ESVS to get orders to complete
oWorked in-box containing older issues that stores are having
oRan command line queries within SQL to correct issues with orders
oVPN’ed into POS machines to attempt to fix stuck orders
oAssisted Home Depot Associates with hardware issue
oPlaced service calls for onsite repair or hardware replacement through Service Now
Adams Communications Austin, TX 6/15 – 12/15
Service Desk Analyst level 1 for the VA
oTroubleshot hardware issues over the phone
oReset users' passwords in AS400 environment
oWorked Emails in Service Desk group box Outlook
oLooked up users and unlock accounts in Active Directory
oCreated problem tickets through Remedy ticketing system
Gaits Amarillo, TX 5/14 – 08/14
System Configuration Analyst level 1 (Pantex)
oPhone Support
Supported end users with password issues with Active Directory
Supported end users with hardware issues and software issues
oBlackberry Support
Wiped and reconfigure
Assisted end users with Email issues on their phones
Reset login passwords
oMicro Computer hardware support
Replaced Windows XP computers with Windows 7 computers
Replaced hard drives
Configured computers from single to dual monitor setups
Prepared old computer systems for Excess
Break/fix desktop and laptops
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