Help Desk Support

John Hackel

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**** ******** ******

St. Louis, Missouri 63111

Home 314-***-****

*****@*******.***

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LAN Support Specialist

Qualifications

• Experienced IT professional with expertise in Windows-based environments, networking and TCP/IP. Outstanding customer service skills resolving technical issues and educating end-users. Team player making significant contributions to team and individual success.

Employment History

Merchandise Pick-Up, St. Louis, Missouri

Telemarketer, 2011 - Present

• Outbound calls to soliciting for used clothing

Web Innovations and Technology Service ( W.I.T.S. ), St Louis, Missouri

PC Technician, 2011 - 2011

• Performed hardware and software support and installation

• Performed software and mechanical upgrades

• Knowledgeable in computer software, hardware and procedures

• Setup computer systems and related equipment

Computerized Security System, Troy, Michigan

LAN Support, 2001 - 2001

• Provide network support, software development and related services in a help desk setting

• Participated in field installations, engineering and customer support

• Operated computer help desk assisting users with problems and solutions

• Diagnosed hardware problems with modems, printers, cables, or telephones

• Performed troubleshooting of computer systems and related equipment

• Performed software and mechanical upgrades

• Diagnosed hardware failure, user errors

• Knowledgeable in computer software, hardware and procedures

• Diagnosed application errors and network connectivity problems

The Newberry Group, St. Charles, Missouri

LAN Support, 1999 - 2000

• Installed hardware, operating system software, and application software on workstations

• Ensured new software was Y2K compliant

• Performed Y2K system upgrades, and hardware and software upgrades as field technician

• Installed Windows NT workstation operating system and configured TCP/IP network, including DHCP, WINS and DNS setting.

• Installed, modified, and made minor repairs to microcomputer hardware and software systems and provided technical assistance and training to system users

• Researched and resolved problems on workstations and LAN, including IP resolution, cabling problems, and peripheral malfunctions

• Performed troubleshooting of personal computers and peripheral equipment, identifying problems and providing solutions

Sony Electronics, Fort Myers, Florida

Level 2 Helpdesk Support, 1996 - 1999

• Staffed newly formed Help Desk function to provide assistance to computer users via telephone and e-mail

• Maintained trouble-ticket system to record and track user calls and e-mails

• Monitored help desk phone providing outstanding customer service on technical issues

• Logged trouble tickets for users

• Maintained excellent client relations and service based on outstanding communication, technical efficiency and problem-solving skills

• Performed advanced troubleshooting and resolution of desktop application issues.

Ikon Office Solutions, Fort Myers, Florida

Field Service Technician, 1987 - 1996

• Assisted financial and office personnel with hardware and software problems, provided troubleshooting, and owned desktop and network issues to resolution.

• Performed maintenance of office equipment identifying problems and providing appropriate solutions.

• Performed telephone and on-site troubleshooting for clients as field technician

Education

A.S., Computer Engineering, 1987

Tampa Technical Institute, Tampa, Florida

Honors and Awards: Dean's List. Graduated with honors.

Skills

• MS DOS, MS Office Professional, MS Works, PC Anywhere, Symantec Ghost, Lotus Notes, Lotus SmartSuite, Adobe Acrobat, Quicken, Windows NT 4/2000/XP/Vista & Windows 7 Professional,

Training

Novell 3x Training Seminar

Ikon Office Solutions. Burlington, Vermont

Connectivity 2000 Training Seminar

Electronics For Imaging. Chicago, Illinois

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