Customer Service Technician
Resume:
DEWITS CHAM
*******@*******.***
COMPUTER SUPPORT TECHNICIAN / DESKTOP TECHNICIAN /
HELP DESK TECHNICIAN
A+ Certified / Network+ Certified / HP Certified
ACMT (Apple Certified Macintosh Technician)
Demonstrated ability to integrate computer skills, and possess the related education to exceed the technical, business, and customer requirements; Skilled at troubleshooting and fixing problems while minimizing customer stress levels; Ability to communicate effectively both verbally and in writing.
EDUCATION\TRAINING
Compu21, Queens, NY 2010-2011
MCITP: Enterprise Administrator on Windows Server 2008
New Horizons Computer Learning Centers, New York, NY 2007-2008
MCSA: System Administrator on Windows Server 2003
Kingsborough Community College, New York, NY
Associates Degree in Science - 1999-2001
SKILLS
HARDWARE:
PC: Dell, HP, Gateway, Macintosh. Printers: Lexmark, HP, Brothers, Xerox
SOFTWARE:
Win 2000, XP, Vista, 7, Windows Server 2003-2008 (Uses VMware as studying tool for Win Server 2008), MS office 2003-2007
CERTICATES:
A+ Certified; Network + Certified; ACMT (Apple Certified Macintosh Technician) Certified; HP Certified (for Desktops, Workstations and Notebooks); Lexmark Certified (for specific models); Customer Service Mindset Certified.
EXPERIENCE
DC Comics & WB 04/11-09/11
Desktop Support Analyst
• Compacting and Rebuilding Entourage Databases
• Uses Remedy as ticketing system
• Software upgrade and update
• Performing software maintenance on PCs and Macs (by using “Main Menu on Macs)
• Renaming and Adding PCs to the domain
• Renaming Mac computers
• Creating and deleting local user accounts on PCs and Macs
• Adding and Deleting Network and Local printers on Mac and PC computers
• Creating local user accounts on PCs and Macs.
• PC imaging
• Hard drive and memory replacement for PCs
• Import/Export .pst files and contact lists
• Network drive mapping
• Utilizes Bomgar for remote support
• Network Drive Mapping (for PCs and Macs)
• Printer support (Network and Local: HP, Lexmark, Canon, Xerox)
• Configured email clients for Entourage (2004-2008 and Outlook 2011 for Macs) and MS Outlook (2002-2010 for PCs)
• Erasing and Imaging Macintosh computers
Department of Education 2/10 – 6/10
Help Desk/Desktop Support Technician
• Provided customer service, hardware, and software support for: Windows operating system (mainly Windows XP Professional); a special software used by the DOE named POS; Lexmark and HP printers (e.g. printing issues, device driver issues, printer upgrades).
• MS Access for Ticket tracking and recording.
• Remote Assistant for troubleshooting purposes (via Windows Server 2003).
• Conducted field troubleshooting visits for replacement of hardware, and configuration upgrading.
• Device driver upgrade.
• Handled 15-20 tickets daily.
ASI System Integration, New York 9/09 – 2/10
Field Technician (Hardware Support)
• Dispatched to multiple locations to perform break fix on PCs (mainly Dells), Macs (Imacs and Macbooks), as well as Lexmark printers.
• PC Imaging
DELL via ICC (Interface Computer Communications), New Jersey 3/08 – 6/09
Field Technician
• Dispatched to multiple locations; Basic TCP/IP configurations; set up and configure desktop computers (Windows and Mac) to the network of the school and to the local and network printers; laptops (Windows and Mac operating systems) are configured to the network wirelessly or by the use of a Cat5 cable and to network and local printers as well
• Set up network printers to the LAN of the school (hard-wired or by means of a WAP) in general offices as well as classroom environments
• Troubleshoot Hardware and Software Issues
• As Site leader supervised a 5 field technicians.
American Commercial Security Services, New York, NY 2006-2008
Security Guard
• Maintained and secure properties
• Made sure everyone in the building has proper identification.
• Responsible for everyone who enters and resides the building.
New Vista Properties, New York, NY 2001-2006
Real Estate Broker Assistant
• Studied property listings to be able to dispend information on specific properties for sale.
• Interviewed prospective clients to solicitude listings in person and by the phone.
• Assisted buyers and sellers in obtaining information such as financing, maintenance, repair, and obtaining appraisals.
• Provided top level customer service to our clients.
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