Customer Service Help Desk
Resume:
Erich Klein
Harrisburg, PA *****
**********@*******.***
• Extensive background in Customer Service Customer Retention and an Experienced Help Desk Professional • Proven ability to meet client Technical needs and requirements • Persuasive with the ability to communicate effectively as in trouble shooting and problem solving • Strong background and experience in Web Hosting • Solid experience in the use of Active Directory • Ability to maximize resources to achieve customer satisfaction • Department of Defense Secret Security Clearance • Computer skills include Windows-UNIX/LINUX-VoIP-Oracle-Remedy-SCCM-TCP/IP & Networking HTML-Front Page-Dream Weaver- Citrix • Support RF scanner such as Gladiators and PDTs and lift mounted VRC wired and wireless scanners
Authorized to work in the US for any employer.
Work Experience
IT Analyst Insight Global/CVS/Gridpoint
Oct 2022 to
• Received incoming • Assisted users with connection, email, browsing and access issues to Local & VPN Networks• Provided software and hardware support, Responsibilities included software re-installation• Remote Trouble shooting for users• Provided software and hardware support, • Utilized Service NOW Ticketing system to track incidents, record troubleshooting techniques, and resolution of every ticket item. In addition, Utilized Service NOW with assigning tickets to the appropriate technical support personnel.
IT Analyst Gen 10/Best Buy
September 2021 to Sept 2022
• Received incoming and made outbound calls and Self-service tickets from the Service Now ticketing system• Assisted users with connection, email, browsing and access issues to Local & VPN Networks• Provided software and hardware support, Responsibilities included software re-installation• Remote Trouble shooting for users• Provided software and hardware support, Responsibilities included software re-installation• Utilized Service NOW Ticketing system to track incidents, record troubleshooting techniques, and resolution of every ticket item. In addition, Utilized Service NOW with assigning tickets to the appropriate technical support personnel and in providing individual (technical staff) reports for performance reviews by the senior management• Configure, troubleshoot, and maintain users’ laptops, desktops, peripherals, and network connections to and at work sites• Support RF scanner Wireless and wired• Scripted commands in power shell to checked for listening ports.
IT Consultant GSK\Pfizer Inc - Carlisle, PA
March 2018 to September 2021
• Received incoming tickets from the Service Center ticketing system• Assisted users with connection, email, browsing and access issues to Local & VPN Networks• Provided software and hardware support, Responsibilities included software installation, testing of software• Support Production line PC which use MLM/Code soft AMPs and SAP applications support SAP, MFP and Zebra printers• Provided software and hardware support, Responsibilities included software installation• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.• Configure, troubleshoot, and maintain users' laptops, desktops, peripherals, and network connections to and at work sites• Support RF scanner such as CK71S and PDTs and wired and wireless scanners
IT Consultant Insight Global ROSS STORES/VITRO - Carlisle, PA
June 2016 to February 2018
• Received incoming and made outbound calls and Self-service tickets from the Service Now ticketing system• Assisted users with connection, email, browsing and access issues to Local & VPN Networks• Account setup for users• Assisted with Windows 7, Office 365 upgrade and migration on all internal systems• Provided software and hardware support, Responsibilities included software installation, testing of software• Remote Trouble shooting for users• Provided software and hardware support, Responsibilities included software installation• Utilized Service NOW Ticketing system to track incidents, record troubleshooting techniques, and resolution of every ticket item. In addition, Utilized Service NOW with assigning tickets to the appropriate technical support personnel and in providing individual (technical staff) reports for performance reviews by the senior management• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.• Configure, troubleshoot, and maintain users' laptops, desktops, peripherals, and network connections to and at work sites• Support RF scanner such as Gladiators and PDTs and lift mounted VRC wired and wireless scanners• Scripted commands in power shell to checked for listening ports, running service as well as install multiple software updates on multiple systems
IT Consultant Black CSI: DOH/EDRS - Mechanicsburg, PA
April 2016 to June 2016
• Received incoming and made outbound calls and Self-service tickets from the Service Now ticketing system• Assisted users with connection, email, browsing and access issues to Local & VPN Networks• Account setup for users• Assisted with Windows 7, Office 365 upgrade and migration on all internal systems • Provided software and hardware support, Responsibilities included software installation, testing of software• Administrated/Configured Exchange/Windows and MS Cloud Servers per clients' specifications• Performed escalation functions as assigned, which included answering telephone or written inquiries from customers, analyzing, recording, researching problems, and coordinating customer support requirements in Connect Wise• Email address and distribution list creation and editing using Active Directory• Configure, troubleshoot, and maintain users' laptops, desktops, peripherals, and network connections to and at work sites• Remote Trouble shooting for users• Push Software out to user's computers upon request VIA AD• Provided software and hardware support, Responsibilities included software installation• Administrated/Configured Exchange/Windows and MS Cloud Servers per clients' specifications• Utilized Service NOW Ticketing system to track incidents, record troubleshooting techniques, and resolution of every ticket items. In addition,• Utilized Service NOW with assigning tickets to the appropriate technical support personnel and in providing individual (technical staff) reports for performance reviews by the senior management• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.• Configure, troubleshoot, and maintain users' laptops, desktops, peripherals, and network connections to and at work sites• Remote managed hotel servers and networks via remote access tool• Monitored hotels networks via Solar Winds network monitoring system
IT Consultant Virtual OCTOBER - York, PA
October 2014 to March 2016
• Received incoming and made outbound calls and Self-service tickets from the Service Now ticketing system• Assisted users with connection, email, browsing and access issues to Local & VPN Networks• Account setup for users• Remote Trouble shooting for users• Push Software out to user's computers upon request VIA Continuum• Assisted with Windows 7, Office 365 upgrade and migration on all internal systems• Provided software and hardware support, Responsibilities included software installation, testing of software• Administrated/Configured Exchange/Windows and MS Cloud Servers per clients' specifications• Utilized Connect WISE Ticketing system to track incidents, record troubleshooting techniques, and resolution of every ticket items. In addition,• Utilized Connect WISE with assigning tickets to the appropriate technical support personnel and in providing individual (technical staff) reports for performance reviews by the senior management• Installed network servers with VMWare installed to manage the server's systems• Performed escalation functions as assigned, which included answering telephone or written inquiries from customers, analyzing, recording, researching problems, and coordinating customer support requirements in Connect Wise• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.• Email address and distribution list creation and editing using Active Directory• Configure, troubleshoot, and maintain users' laptops, desktops, peripherals, and network connections to and at work sites
PC Technician Computer (stagger/imager) NAVAL SUPPORT YARD - Camp Hill, PA
April 2011 to October 2014
• UN-boxing, boxing and Staging HP and Dell computers to be imaged for windows XP and 7 Staged, migrated and deployed computers that were imaged for windows XP and 7 per client's specs Via SCCM• Monitoring staged computers for any issues like uninstalled software, Etc. Correcting any issues that may occur during the imaging process• Checking computers meet the QA standards provided before shipping• Responsible for the PC and network setup and configuration for the Navy, including the Naval Support Activity Yard, naval and marine bases in CONUS and OCONUS• Deploy and replace PCs, laptops and hardware for the bases.
Help Desk Analyst / Technical Support TECHNISOURCE, INC - Mechanicsburg, PA
April 2010 to March 2011
CUSTOMER SERVICE• Received incoming and made outbound calls and Self-service tickets from the Service Now ticketing system• Assisted users with connection, email, browsing and access issues to Local & VPN Networks• Account setup for users in Seibel, Accelerator, Solution Center, Oracle, Granite, etc. using Active Directory and Web-Ex• Remote Trouble shooting for users in Seibel, Accelerator, Solution Center, Oracle, Granite, Etc. VIASCCM or Web Ex• Answered technical questions for users in Seibel, Accelerator, Solution Center, Oracle, Granite, MSSCOM Etc., XML• Push Software out to user's computers upon request VIA SCCM or Web Ex• Assisted with Windows 7 upgrade and migration on all internal systems• Provided software and hardware support, Responsibilities included software installation, testing of software.
Advance Product Group Support Professional (team Lead)/ Technical Support COMCAST CABLE - York, PA
2004 to 2010
• Received incoming and made outbound calls• Assisted customers with phone connections issues and general phone issues• Answered technical questions for fellow team members as a Team Lead• Monitored called for fellow team members as a Team Lead for quality assurance• Took Supervisor escalations from fellow team members• Installed and configured new user accounts and trained users on how to use them.• mentorship to entry level team members Install repair and maintain telecommunications equipment• Tested new technologies as they emerged such and new/old modems, new/old routers, etc.
Web Hosting Technician (team Lead)/ Technical Support EARTHLINK, INC - Harrisburg, PA
2000 to 2004
• Received incoming and made outbound calls• Assisted customers with FTP, Web Publishing issues• Assisted customers with debugging Perl, Java and Flash scripts• Assisted Customers with trouble shooting issues with Front Page, Power Shell, VB Scripting, XML• Assisted customers with connections, email and browsing issues• Answered technical questions for customers using various systems, Citrix, Remedy, Vantive/ PeopleSoft.• Assisted customers with connections, email and browsing issues• Answered technical questions for customers• Answered technical questions for fellow team members as a Team Lead• Monitored called for fellow team members as a Team Lead for quality assurance• Took Supervisor escalations from fellow team members• Administrated/Configured various customers systems, sites and servers utilizing MS Windows Server, MS SQL Server and TCP/IP protocols• Administrated/Configured Citrix/Windows Servers per clients' specifications• Installed and configured new user accounts and trained users on how to use them via SCCM• Provide support for wireless, and LAN connections on Dell laptops, and workstations• Provided software and hardware support, Responsibilities included software installation, testing of software. mentorship to entry level team members
Education
A+ and Net+ CERTIFICATION
New Horizons - Harrisburg, PA
2011
High school diploma or GED
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