Help Desk Call Center
Resume:
STEVE NAPACK
Oakland Park, FL *****
********@*****.***
Help Desk Support Technician
Professional IT Analyst experienced assisting end users in a call center environment. Able to isolate, diagnose, and apply knowledge to resolve and repair computer, hardware, printer, and connectivity issues. Desktop support includes workstation and training room setup, installing IP phones, and side by side troubleshooting. Initiative taken to create, update and document work instructions for remote installation of mobile email including Android and iPhone devices. Solid abilities using Active Directory for creating and managing user and computer accounts, assigning permissions, and managing lockouts and passwords. Help Desk assistance provided by the use of ticketing systems, phone, email, and remote assistance. Skilled at communicating technical concepts to employees and management at all levels in a professional and friendly manner.
Core Competencies
Self-Management
Customer Service
Quality Conscious
Sound Judgment & Decision Maker
Communications
Organization
Time Management
Assignment Prioritization
Asset Management
Multitasking
Independent and Team Worker
Project Management
TECHNICAL SKILL OVERVIEW
Break/Fix
Imaging
Help Desk Support
Desktop Support
Remote Support
Microsoft Office 365
Lan/Wan
Ticketing Systems
Active Directory
Networking
Printers
Thin Clients
PROFESSIONAL EXPERIENCE
Tech Army Nov 2023 – Jan 2025
Broward County Public Schools
Contractor – Service Desk and software support Analyst
Implemented “Focus”, a new software platform to be used by schools for all student functions.
Conducted live remote sessions to learn about customer’s product issues and steps needed to correct them.
Trained and tutored teachers and other school personnel to reinforce areas needing review.
Used Active Directory to create and assign new user roles, unlock user accounts, reset passwords, and to check if new hires were activated at the request of the clients.
Setup workstations, installed software, and connected printers to the network.
Diagnosed and replaced PC/laptop hardware internal components such as motherboards, hard drives, and RAM.
Responded to and created help desk tickets using the Helix ticketing system.
Helped create and expand the service desk problem solving database through documentation of day-to-day issues and resolutions.
Randstad USA
Lennox NAS May 2021 - April 2023
Contractor - IT Support Technician
Provided Help Desk support to field technicians for servicing HVAC equipment at major accounts.
Monitored computer rooms remotely to maintain proper cooling temperatures and reset if needed.
Created work orders and service tickets according to priority levels.
Verified repairs were completed and provided a checkout code to the tech.
Updated history and closed out tickets.
Apple One
Neptune Society Sept 2019 – Dec 2019
Contractor - Help Desk Technician
Responded to Help Desk calls, service tickets, and e-mail for technical support.
Used Active Directory to unlock users, reset passwords, create new employee accounts, add security groups, and to move users and computers to their correct OUs.
Migrated Windows 7 computers to the Windows 10 operating system.
Created Mobil e-mail work instructions and assisted clients with the installation on iPhones and Androids.
Provided internal technical support for Pcs, laptops, printers, and software.
Conducted remote sessions to diagnose equipment, install software, update drivers, and map printers.
Centennial Bank
Desktop / Field Technician July 2017 – June 2019
Responded to trouble tickets using the Service Now ticketing system.
Supported Microsoft Office 365.
Created email accounts and added licenses.
Provided Field Service support to local accounts, installed Printers, upgraded equipment and trained employees.
Setup workstations, training rooms, and maintained customer specific equipment.
Used Active Directory for network admin tasks such as creating new user accounts, adding security groups, and moving users and computers to their correct OUs.
Configured network printers, added licenses, and assigned login security permissions.
Accessed Patch Panel and Switches to activate Ethernet ports and maintain connectivity.
Smart Source Technical Staffing Solutions
Contractor Field Service Technician April 2016 – Dec 2016
Replaced computer equipment, switch modems and IP phones with updated models.
Installed Printers and configure for network function.
Created standalone workstations and assured customers can log in.
Provided superior customer service by interacting with employees at all levels.
TMS HEALTH (A Xerox Company) June 2012 – March 2016
Desktop Support Technician
Provided desktop, help desk and remote support for over 600 internal and external call center clients.
Repaired computers and set up workstations.
Used the Remedy ticketing system to assign tasks, work orders and to update progress.
Maintained and ordered inventory, tracked assets, and recorded serial numbers for software and computers.
Imaged Pcs and Laptops using the MDT system.
Education
PC Professor
Computer/Information Technology
College
Nassau Community College
Business Administration
C.W. Post University
Business Administration
CERTIFICATIONS
CompTIA A+
CompTIA Network +
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