Customer Service Technical Support

M. Rose

Grovetown, GA *****

Phone: 706-***-****

Email: *********@*****.***

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Objective:

Technically savvy, experienced Computer Technician with proven experience in network/hardware/operating system

troubleshooting, PC assembly, system integration and customer service helpdesk; attempting to obtain a position in the

information technology field where I can continue to utilize my computer support background and strengthen my IT

foundation.

Qualifications:

I have seven years of Accomplished IT professional experience in which I demonstrated success implementing strategic IT initiatives that improve business functionality with positive impacts on the bottom line. Technology savvy self-motivated, adept, at moving into new environments and extrapolate from existing experience to quickly adapt to new technology fluently. Posses first rate communications and collaborations skills to lead and work in concert with diverse groups effectively. Worked in a multiple OS environment containing operating systems such as Linux, Windows, Novel, and Macintosh Systems. Extremely proficient working with Active directory structured environments with system from Windows NT4 or Windows Server 2000 to Windows Server 2003 or Windows server 2008. I’ve supported a wide range of clients from a help-desk prospective assisting users with MS-Office issues with applications such as Microsoft Word, Excel, Power Point, Outlook, and Access to assisting users with the setup of Laptops, PC’s, PDA’s, Printers, Scanners, to wireless devices. Excellent hands on experience configuring and troubleshooting underlining network architectures – mainly comprised of Cisco routers and switches. I have experience in the following areas:

>> Cisco

>> VPN/IPSEC

>> Windows Server Configuration

>> MS-Office

>> Hard/Software Troubleshooting

>> VLAN Implementation

>> ARS Ticketing System

>> VOIP

>> Virtualization (VMware)

>> Network System Management

>> Wireless >> Help Desk Management

>> Computer Installation

>> LAN/WAN Technologies

>> TCP/IP

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Experience:

City of Kent, Kent Washington 2008 - 2009

Technical Support Specialist

Provide onsite and remote technical support of various software applications to internal customers. Demonstrate proficiency with Windows XP and Microsoft Office product suite through troubleshooting, maintaining and supporting desktop workstations. Assist with monthly server maintenance and software updates. Create service requests documenting all relevant data, troubleshooting details and progress. Traveled to off-site locations for hardware installs, upgrades and maintenance.

City of Kent - Tek Systems, Bellevue Washington 2007 - 2008

Computer Support Specialist

Served as a liaison between the City of Kent and 3rd party law firm for the specific purpose of completing a special assignment. Onsite extraction of electronic data from a select variety of internal computers in compliance with legal requirements. Created and maintained healthy working relationships with internal and external customers. Independently managed entire project, including time management, status updates, and documentation while meeting delivery deadlines with low impact to customers’ schedule. Provided customer and technical support for Service Desk overflow.

Boeing - Media Logic, Bellevue, Washington 2005 - 2007

Desktop-Helpdesk Support/Universal Analyst

Provide remote technical support and assistance of various software applications to internal/external customers and partners. Troubleshoot, upgrade, maintain and support workstations in various OS environments, primarily Windows NT/2000/XP. Assist customers and partners with installation/re-installation of software and data backup and recovery. Ensure that customers’ support expectations are met through first and second level problem determination and resolution efforts. Demonstrate proficiency with Windows XP and Microsoft Office suite. Create incident tickets documenting all relevant data, troubleshooting details and progress. Extensive use of BOSS search engine for research and troubleshooting also provided document feedback to assist in maintaining script accuracy.

City Of Renton, Renton, Washington 2004 – 2005

Computer Network/Helpdesk Support

Operating system, application software and hardware installations. Developed and documented procedures for hardware and software installations. Configured PC’s for LAN installation, upgraded stand alone PC’s into LAN workstations. Assisted end-users in the mapping of network drives and printers; created objects such as users, print servers, printers and print queues. Made service calls at various sites with-in the city. Trained staff in computer guidelines and computer applications. Served as a liaison between end users and hardware vendors on warranty issues. Used analytical and deductive reasoning in determining the most appropriate methods and procedures to complete assignments.

ITT Technical Institute , Seattle, Washington 2003 - 2004

Technical Computer Lab Assistant

New workstation and user installations. Install and maintain workstation hardware and software. Tested and maintained data equipment including hardware, software, and wiring. Analyzed, evaluated and documented updates for over 150 computers and 250 users. Troubleshoot, repair, and preventative maintenance.

Federal Aviation Administration, Renton, Washington 2001 - 2001

Personnel Clerk (FV-303-C – Part-time)

Received calls and visitors in the Human Resources Division. Screened and distributed mail. Assisted in maintaining office files and directives. Obtained and compiled information required for correspondence, and forms. Used computer to research information and process award actions. Assisted in updating and maintaining Office Personnel Folders. Maintained confidentiality involving personnel records.

Education:

ITT Technical Institute, Seattle Washington 2005

Computer Networking Systems, AA Degree

South Seattle Community College, Seattle Washington 2000

General Education Courses, Certificate Received

Catapult Training Center, Seattle Washington 1994

MS Word, PageMaker, Certificate Received

Renton Technical Institute, Renton, Washington 1993

Administrative Office Management, AS Received

Certifications:

CompTIA Security+

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