Customer Service Software
Resume:
PORTER A SMITH
BELLWOOD, IL **104
Tel: 708-***-****
**********@*****.***
Objective:
To obtain a Desktop Support position, which utilizes my eight years experience and skills as a certified A+ technician, and Network Technician.
Summary of qualifications:
Networks: Ethernet, LAN, WAN, Cat-5 & 6 cables, TCP/IP, DHCP, DNS, Client, Microsoft Active Directory, Wireless devices.
Systems: Windows2000, Windows Server 2003, Windows XP, Windows Vista, Windows 7, MS-DOS 3.2-6.2.
Software: MS Office 95-2007, MS Outlook 98-2007, Internet Explorer 4.01-9.01, Photoshop, Symantec Antivirus, McAfee Antivirus, Drive Image, Ghost, Partition Magic, AVG Antivirus, Zone Alarm Firewall, Kerio Firewall, Microsoft Baseline Security Analyzer, Microsoft AntiSpyware, Spybot AntiSpyware, Firefox 1.05-6.00, Remedy 7.5, Endpoint/Pointsec encryption.
Hardware: Dell Workstations/laptops and Servers, HP/Compaq Workstations/laptops and Servers, IBM Workstations, HP Printers, Lexmark Printers, IBM ThinkPad’s, Toshiba Laptops, Vaio Laptops/Desktops, Wireless Devices.
Abilities:
• Trouble shoot both Desktop and laptop computers.
• Manage User ID's within Active Directory.
• Installation of Hard drives, CD-ROM’s, IO cards, Soundcards, Video cards, Ram, Floppy drives, Scanners, Network cards, Monitor, Printer’s, Zip drives, Modems, Wireless devices etc.
• Ghosting of hard drives.
• Networking, cabling, network setup and maintenance for connectivity of desktop and laptop computers troubleshooting, TCP/IP and Ethernet.
• Supported user base of over 2000 for 60 months with record satisfaction.
• Installation and maintenance of Remote Desktop, VNC.
• Installation of operating systems and software.
• Conduct field work and on-site client services as needed.
• Controlling computer functions, by using programs, setting up functions, or otherwise communicating with computer systems.
• Conducting or carrying out work procedures and activities in accordance with one’s own ideas or information provided through directions/instructions for purposes of installing, modifying, preparing, delivering, constructing, integrating, finishing, or completing programs, systems, structures, or products.
• Ability to speak clearly and articulately.
• Provide documentation for hardware and software products.
• Knowledge of processors, chips, and computer hardware and software, including applications and programming Tests and monitoring software, hardware, and peripheral equipment to evaluate use, effectiveness, and adequacy of product for user.
• Trouble shoot both Desktop and laptop computers.
• Develop documentation, Migration, Upgrade, Modify, and Evaluate.
• Providing operational information to supervisors, fellow workers, and subordinates. This information is exchanged face-to-face, in writing, or via telephone/electronic transfer.
• Develop training materials and procedures, and conduct training programs.
• Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Consult with users, management, vendors, and technicians to determine computing needs and system requirements.
• Develop constructive and cooperative working relationships with others.
• Trouble shoots for computer problems in the lab.
• Created reference database, to cross-reference products between Morton International and Rohm&Haas using Visual Basic.
• Observing, receiving, and otherwise obtaining information from all relevant sources.
• Responsible for implementing and providing approvals for move, add, change of IT personnel.
• Act as primary IT representative in providing high quality IT support to senior Executives.
• Utilize hands on assistance and vendor coordination to ensure a high level of client satisfaction through rapid intervention and problem resolution.
• Valid driver’s license.
• Work with senior team members to monitor and respond to help desk executive support page outs.
• Provide end to end responsibility to problem resolution.
• Manage customer expectations by communicating problem status to Executives and admin.
• Team with co-workers to research and provide solutions to meet Executive IT.
WORK EXPERIENCE
Principle Solutions Group 12/11- Current
Lincolnshire, Illinois
TITLE: Technology-Associate Software Engineer
Setting up Network printers with drivers and profiles. Desktop support in house and remote for clients.
Administering, implementing, and providing technical support for a new printer application and associated hardware used in a client server environment utilizing a specialized set of diagnostic tools with elevated privileges.
CSC 12/06- 09/11
Libertyville, Illinois
TITLE: Desktop Support Tier III
Desktop deployment, setting up both workstations and laptops for peers and clients. Troubleshooting hardware and software problems on Windows-based platforms, desktop and laptop hardware architecture and configurations.
Ordering parts for computers. Configuring Networking connectivity including VPN. Working with Remedy software to log problems. Support of clients (2000) in Illinois and remote clients throughout the U.S. Asset Management for tracking new and used equipment.
Intellisys Technology 5/03 – 2/06
Oakbrook, Illinois
TITLE: IT Support Specialist
Desktop deployment, setting up workstations and laptops/ Pocket PC’s for peers and clients. Ghosting, copying different builds such as Windows98, XP, 2000, 2000/2003 Servers and Windows NT to hard drives. Cabling, setting up class rooms to the specifications and network layout. Troubleshooting hardware and software problems on Windows-based platforms, desktop and laptop hardware architecture and configurations. Network setup, troubleshooting.
TCP/IP and Ethernet, Microsoft Office, Outlook & Internet Explorer. Customer service, dealing on a day to day basis with both peers and clients of the company. Responsible for new equipment deployment.
Dial Corporation 3/01-4/02
Montgomery, Illinois
TITLE: Laboratory Technician
As a lab technician I was responsible for testing raw materials and intermediate stage testing, waste water and water samples. Documentation.
EDUCATIONAL BACKGROUND University of Ill. /Champaign-Urbana
Major: Sociology
Minor: Psychology/Philosophy
Englewood High School
College Prep.
NRI
Major: Micro Computers and Micro processors
Microhard Technical Institute
Certification/Training
A+
Network+
CCNA
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