Engineer Quality Assurance

Isaiah Steele III

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

Tucker, GA **084

Phone: 205-***-****

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

OBJECTIVE

Technology professional looking for opportunity to work for a well-known company as a desktop/hardware support engineer and there by monitor and control numerous computer systems, equipment, peripherals and networks efficiently.

EDUCATION

Associate of Computer Network Systems, Expected Graduation September 2012

ITT Technical Institute – Bessemer, AL

Associate of Art Graphic Arts and Printing, November 1997

Bessemer State Tech - Bessemer, AL

QUALIFICATIONS

Professional Skills

• Voluminous knowledge of general troubleshooting of computer hardware and computer network

• Tremendous and varied experience as a support engineer

• Exceptionally good academics with formal training in desktop support

• Great proficiency in attending the troubleshooting calls and providing quick solutions

• Ability to install critical software such as operating systems, LAN, etc.

• Ability to install various accessories such as office tools, antivirus and other updates etc.

• Great fluency in spoken and written English

• Thorough knowledge of routine office activities and administrative processes

Technical Skills

• Operating Systems: Windows9X, Windows2000, Windows ME, Windows XP, Windows Vista, Linux, Unix, MS DOS.

• Hardware testing Tools: Multi meter, cable tester, Card tester, Soldering de-soldering .

• Application software: Photoshop, Adobe reader, Winrar, DVD Convertor, Nero.

• Office Package: Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Microsoft Outlook Express.

• Assembling and reassembling of computer peripherals

SELECTED EXPERIENCE

Technical Support(Device Support) November 3, 2011

E-Transform

• Responsible for troubleshooting feature and PDA device for troubleshooting resolution

• Work with Sales Reps on with on device and provide quick tips for repairs

• Working with setting up mifi and hotspots for laptops and computers

Technical Support Analyst, September 14 2011- November 1, 2011

Computer Generated System

• Troubleshoot IBM-Lenovo desktop/laptop thinkpad and Ideapad computers

• Order parts (HDD, memory stick, sys board etc) and dispatch field tech for service

Service Engineer, March 2007 – August 2011

USA Digital/Sprint Retailer

• Discussed with client and document problems encountered with cellphone unit

• Provided free troubleshooting and repair estimates for client approval

• Ensured that center has replacement kits and spare parts for any planned repair and order these from manufacturers as required.

• Opened, disassembled, repaired, replaced parts, and reassembled units when done.

• Tested repaired units and advised clients when to obtain their units.

• Repaired and refurbished wireless phones

• Programmed phones with software utilizing computer applications and diagnostics tools for troubleshooting

• Performed fundamental soldering component and connectors as needed

• Performed functional testing inspects products to verify conformance to specifications and performing quality assurance.

Desktop/Cell Phone Support Specialist, July 2001 – March 2007

SouthernLinc Wireless, Birmingham, AL

• Troubleshot and performed setup for IDEN, Blackberry 7100i and 8300 series phones

• Documented repair work and parts replaced for accurate client billing purposes

• Served as front line support technician for more than 750 end users

• Responsible for delivering support through telephone, desk-side visits and email

• Worked as advisor for desktop support team to provide software and hardware break service and training requests

• Responsible for helping call center team starting in new center

• Served as communication liaison between two teams

Operation Command Center Team Leader, September 2005 – March 2007

SITEL Corp Birmingham, AL

• Responsible for improving the team and facilitating the communication among the members of team

• Coordinated with customers to advertise services, products and rate plan options offered by the organization

• Ran daily call statistics reports utilizing Microsoft Access, Excel and Word

• Performed the tasks of monitoring, organizing, and coaching team on a daily basis

• Handled responsibilities of communicating the company's purpose, core values, vision to the front employees

• Identified new ways to increase the opportunities of sales and service

• Handled escalated calls, complaints, questions, and queries, as required

• Facilitated cross-functional communication within employees to improve working environment

• Drafted general reports on performance and targets of team members as well as ensure that they exceed the targets

Desktop Support Engineer, February 2002 – July 2003

U.S. Navy (Nationwide Seaman)

• Installed new computer systems and connecting them in to LAN

• Installed the basic OS and the supporting software as per the guidelines of the organization

• Recorded the model number of each installed hardware component and forwarding the details to the administrative authorities

• Attended the maintenance calls by the users

• Informed the users about precaution measures for some of the frequently arising system concerns

• Installed systems for new users

• Provided users information about the company policy for usage of each software

• Provided online and on-site support to users

• Prepared reports for the attended support calls and forwarding the same to the supervisor

Desktop Support Technician, October 2000 – February 2002

Teletech Holdings, Birmingham, AL

• Defrayed the hard drives on computers functioning too slow

• Changed regularly the secret code and the password of company structure

• Configured new hardware, installed and updated software packages

• Created and maintained computer networks

• Accomplished the job of data recovery and system administration

• Removed all kinds of snags as well as problems including spy ware and viruses

• Repaired and maintained desktops, mainframes, laptops and hand helds

• Repaired a range of peripherals, including input devices like keyboards, mice, printers and scanners

• Maintained networking hardware, including routers, switches, fiber optics, and wireless networks

Contact this candidate