Customer Support Service Representative

Colin McCoid

Wethersfield, CT *****

860-***-**** *******@****.***

Summary

IT professional with 12+ years of experience in a variety of technology environments. Proficient in a range of computer systems and testing methodologies. Excel in asking probing questions and researching, analyzing and rectifying problems. Experience with configuring, monitoring, upgrading and maintaining systems hardware, software and related infrastructure.

Objective

To continue to advance my career by furthering my knowledge and expertise in the field of IT. To gain experience by taking on new challenges and getting exposure to new technologies. Professional Experience

Hartford Healthcare (November 2021 - January 2025) Field Services Analyst : Responsibilities include providing customer support, troubleshooting, resolving incidents, coordinating with vendors, and creating documentation.

● Interact with customers to address questions regarding infrastructure, hardware, software, and network support

● Provide first and second level support according to Information Services procedures

● Analyze problems and determine solutions for 70% or more of assigned incidents, documenting troubleshooting efforts

● Identify and troubleshoot problems via phone and remote access, resolving or escalating to tier II teams as necessary

● Resolve complex problems requiring in-depth knowledge of hardware, software, applications, and infrastructure

● Coordinate work efforts among groups, vendors, or customers for ticket resolution

● Create and assign work orders in addition to solving problem tickets

● Develop knowledge base articles and provide training to co-workers when required Advanced Office Systems (November 2017 - November 2021) Hartford Hospital Break-Fix Technician: Responsibilities include repairing computers and computer on wheels hardware. Contacting vendors for warranty claims.

● Diagnose and repair mobile computer carts

● Determine hardware or software issues

● Document issue and action taken to resolve

Unisys through Charter Global (September 2016 - November 2017) Certified Dell Repair Technician: Responsibilities include traveling to customer locations and performing hardware repairs.

● Replace requested hardware and perform advanced troubleshooting if hardware replacement did not resolve issue

● Contact Dell’s internal support to order correct or additional parts to complete repair

● Manage schedules with customers to ensure arrival on site when the customer is available

● Document issue and action taken to resolve

Cablevision (December 2012 - January 2015)

Technical Service Representative: Responsibilities include speaking with customers to help resolve issues with Optimum services.

● Assist customers with troubleshooting issues with phone and internet services

● Document issue and action taken to resolve

Cablevision through Randstad (September 2012 - December 2012) Technical Service Representative: Responsibilities include speaking with customers to help resolve issues with Optimum services.

● Assist customers with troubleshooting issues related to phone and internet services

● Document issue and action taken to resolve

Computer Experience

Software

● I have installed Windows operating systems multiple times, ranging from Windows 95 to Windows 11

● I have installed numerous linux installations of the debian distributions for my own server projects

● I have a working knowledge of Microsoft Office products (excluding Access)

● I am currently a contributing developer and administrator for a Star Wars Galaxies Emulation Server, working in LUA scripting, C++, SQL, Python, and Bash

Hardware

● I have built and repaired computers with many different hardware configurations over the last seventeen years

● Some examples of my experience include: Created LAN network on home computer, set and repaired software and hardware for friends and family, handled troubleshooting of all problems and issues with the business software

● I do continuing research on emerging technologies via the Internet, technology magazines, blogs, and podcasts Key Technologies

Dell Laptops, Lenovo Laptops, Microsoft Surfaces, Lenovo Desktops, Dell Desktops, HP Printers, Ricoh Printers, Active Directory, Windows XP, Windows 7, Windows 10, Windows 11, BMC Remedy, Ivanti Inventory, McAfee Antivirus, Dell DDPE encryption, Imprivata, Microsoft System Center Configuration Manager, VNC, Bomgar, SSH, Virtual Box, IGel VDI, Powershell, Microsoft Office 2010, 2013, 2016, 2019, 2021, M365 Education

Porter and Chester Institute

Graduated: October 2012, Computer and Network Technologies Program Cromwell High School

Graduated: 2002

Certifications

Windows 7 (MCTS)

Obtained February 2015

Security +

Obtained March 2012

A +

Obtained April 2012

Network +

Obtained July 2012

Microsoft Windows XP (MCP)

Obtained October 2011

References

Available upon request

Contact this candidate