Customer Service Technician

G A R Y G A N N

*** *. ********* **. *********, North Carolina 27282 336-***-**** /*********@*****.***

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C E R T I F I C A T I O N S :

Have acquired A+ Certification. HP Laptop and Desktop certified. Dell 2008 and 2011 Desktop and Laptop.Certified in over 20 products. Xerox printer certified in over 30 products. C.S.S. (Customer Service Specialist): Currently pursuing: CCNA (Cisco), CNA and CET, Granted through E.T.A. (Electronics Technicians Association)

T E C H N I C A L S K I L L S :

Hardware: Motherboards, CPU's, Memory Chips, Hard Drives, Floppy Drives, CD-ROM's, IDE, EIDE, SCSI-Disk Controllers, Sound Cards, Video Cards, Network Cards, Monitors, Printers, Modems and Network Wiring.

Software/Operating systems: Windows 95 through Vista/Windows 7/NT Workstation/NT Server, DOS 6.22, Novell 4.0, Microsoft Office Suite.

S P E C I A L S K I L L S :

• 10 + years contract work as IT/Network support technician. Experienced contractor who learns systems and policies quickly.

• 15 + years as a quality customer service provider.

E D U C A T I O N :

• ECPI College of Technology, Greensboro, NC Dates Attended: NOV '99-MAR ‘00

Accredited by: The Southern Association of Colleges and Schools: Commission on Colleges

Diploma in Computer Technology GPA: 3.7

• Rockingham Community College Dates attended: MAR '89-NOV '91

GPA: 3.4 (Graduated with honors) Earned Associate of Arts Degree

CONTRACT W O R K H I S T O R Y :

United Health Care Group through Paradigm Mar. 2011-Feb2012

• Have been working on an on-call as needed basis for equipment pick-ups, moves and removal

• Including laptops, desktops, scanners, printers and peripherals.

Wells Fargo through Insource Mar 2010- Jan 2012

• Work includes migrations and server pushes for updating soft-ware and inventory.

Smith Barney, Burlington Coat Factory, through Peak Systems Sept. 2008-Jan 2012

• Rollouts, computer setups, Upgrades, Disk-wipe of existing computers and re-imaging of new machines.

• Worked as the lead technician for projects in my area.

American Express,through KForce and HP Mar 2011-Dec 2011

• Completed migration from Lotus Notes to Outlook saving contacts and signatures

Martinsville Speedway through Global Resources, Dec 2010-Jan2011

• Dell deployment & migration with Martinsville Speedway.

Lowes,with Tek-Sytems; Sept 16 2007- Jan2012

• Deployment of laptops, and desktops.

• Worked on backing up users existing laptop hard-drives to new Lenovo Tablets for Sealy.

• Assisted in educating users on functions available for there new tablets.

• Worked on racking servers, cabling servers and moving materials at Ameritox in Greensboro

Fortress Systems Int; 3801 Rose Lake Drive Charlotte, N.C. 28278

• Most recently completed an assignment in Wilksboro, N.C. with area school system Sept- Oct 2010-Nov 2010

• Work consisted of removing old RF cards and installing new RF cards in HP laptops.

Compu-Com; 7171 Forest Lane Dallas Texas 75230 July 2010- Aug 2010

• Worked as an IT technician taking printer inventory for Xerox at Baptist Hospital.

Direct Source; 8176 Mallory Court Chanhassen, MN 55317 Apr 2009-Aug 2009

• On call for IT projects in my area.

• Recently completed 4 month contract upgrading servers at Advance Autos in my State

Smart Source; 480 East Roosevelt Road, Suite 103 West Chicago, Il 60185 June 2009-Jan 2010

• Three month Food-Lion Network-Secuity project.

• Worked at AON in Winston-Salem on Server Upgrades

• Also worked at Convatec on Dell deployment and migration

The Go2IT Group; 1505 Kansas Ave. Lorain, Ohio 44052 Dec 11-Aug 2009

• XP migration and data backups on a new Dell deployment at Hanes in Winston-Salem.

• Involved the use of cross-over cables for laptops and desktop backup.

Geeks in a Flash; 1213 Culbreth Dr. Wilmington, NC 28405 March 2009-April 2009

• Work involved outlook upgrades adds and changes in Burlington, NC.

Insight Global; 2105 Water Ridge Parkway Suite 360 Charlotte, NC 28217 Oct 2007- Mar 2008

• Dell deployment and back-up at Wachovia in Winston-Salem and Jamestown.

• Back-up was on the server with use of detailed script.

Pomeroy IT Solutions Inc; 1020 Petersburg Rd. Hebron, KY 41048 Jan 2008- June 2008

• Contract position with Hewlett Packard as a break-fix IT technician.

• Responsible for setting up service calls with customers in my general area.

• Much of the work involved replacing laptop system-boards.

Central Triad Baptist Association; 1022 Hutton Lane, Suite 106 High Point N.C. July 2007- July 2008

• On call for IT assignments within a small network (10 computers).

• Mostly volunteer work.

Alliant Personnel Solutions; 10130 Mallard Creek Road, Charlotte, N.C. 28262 Nov 2007- Dec 2007

• Contract position for Polo warehouse in Greensboro, NC focusing on relocation of their data center.

• Work involved installing fiber optic and cat 6E cabling throughout the warehouse.

• On call for computer and printer installations for public schools in Guilford county.

• Projects usually last one day with 150+ computers/monitors and 50+printers.

Nutra; 1050 Woodruff Rd. Greenville, S.C. 29607 Oct. 2007-Nov. 2007

• Two week project installing cat 5e cabling at the Nutra warehouse in Greenville.

• Installed access points throughout the warehouse for wireless applications.

• Installed punch down blocks in self-built cabinets to plug into the routers.

Genesis 10; 401 NorthTryon Street, Charlotte, N.C. 28202 Sept. 2007-Sept. 2007

• Worked on setting up new computers and monitors at Roofing Supply Company in Greensboro.

• Backed up users hard-drive files to the server.

• Mapped printers to new desktops and laptops.

ICS; 415 South Sharon Amity Rd, Suite D, Charlotte, N.C. 28211 May 4th 2007-May 19th 2007

• Worked on IT punch list; (trouble tickets) at Forsyth Hospital

• Much of work was on XP or 98 2nd addition software.

• Installed new computers; printers and monitors and worked on troubleshooting error messages and software installs.

• Consistent customer interaction focusing on strong customer / technician relations.

• Traveled from sight to sight responding to trouble tickets.

Compu-Com (Netview Inc) Charlotte, N.C. 28211 Apr 10, 2007- Jan 2008

• Executed XP migrations on users laptops and desktops at Wachovia.

• Backed up user’s hard-drive to my external hard-drive.

• Gained customer respect and loyalty through attention to detail.

• Installed various types of software, printer drivers and drive mapping.

Dell; One Dell Way, Winston Salem, N.C.27107 May 2006- March 2007

• Responsible for building desktop computers from chassis to completion.

• Worked with various CPU’s, memory chips, hard-drives, cd-rom drives, floppy drives, sound, video, network cards and wiring.

• Installed Microsoft Vista, and XP operating systems.

• Involved in the disassembly of computers that failed to meet requirements.

NCT Networks; (Tech USA) Charlotte, N.C. Feb 2006- May 2006

• Network installations contract for public schools in Winston Salem.

• Responsible for network installations and maintenance of network systems.

• Utilized Cat 5, Cat 5e, Cat 6, coaxial and fiber optic cabling.

Xerox; (Manpower Professionals) 1409 A Plaza West Road, Winston Salem, N.C. 27103 May 2005- Jan 2006

• Responsible for repair and maintenance of Xerox copiers, printers and fax machines.

• Extensive classroom training on various Xerox products and services.

• Maintained strong customer relations and on-time service.

Cypress Networks; 2320 Glen Cove Way, High Point, N.C. 27265 Jan. 2005- May 2005

• Network cable (cat. 5) installations for commercial and residential customers.

A+ Communications; 164 Oak Forest Dr. Kernersville, N.C. 27284 Oct. 2003-Dec. 2004

• Cable installations from the tap to computer. Including use of digital multi-

meters, terminators; amplifiers; digital receivers: and other cable installation tools.

• Objectives in getting high speed internet connections established

on computers and making sure it was working properly.

• Worked with various operating systems; such as : XP; 2000; 95/98 1st & 2nd editions.

TICS (Tele-Communications) ; 1920 West 1st St: Winston Salem, N.C. 27103 June 2003- Sept2003

• Data and Voice Network Cable Installations

Reflex Cable; 2401 Penny Road; Suite 107 High Point, N.C. 27265 August 2002-May 2003

• Cable and satellite installations with a local private cable company.

• Ran cable and high speed internet from a self- built head end room to customers.

• Trouble-shot customer complaints using various multi-metered devices.

• Great deal use of more technical cable equipment such as routers ad-trans;

multi-switches; modulators and demodulators.

Pomeroy Computer Resources; High Point, N.C. Nov 2001 -July 2002

• Cable installations from the tap to computer. Including use of digital multi-

meters, terminators; amplifiers; digital receivers: and other cable installation tools.

• Objectives in getting high speed internet connections established

on computers and making sure it was working properly.

• Worked with various operating systems; such as : XP; 2000; 95/98 1st & 2nd editions.

Pet Supermarket, High Point, N.C. Jan 2001-Nov 2001

• Customer Service (Cashier)

Uno’s Chicago Pizza and Grill, High Point, N.C. Sept 2000-Jan 2001

• Customer Service (Server)

Panera Bread Company, High Point, N.C. Jan 2000-Sept 2000

• Customer Service (Cashier)

Rockola Café, High Point, N.C. Mar'99-Dec '99

• Customer Service (Server)

Mike Eddinger Construction Company, Thomasville, N.C. Mar 98-Feb '99

• Customer Service ( vinyl siding installer)

Johnny Miller Maintenance, Archdale, N.C. Jan 96-Feb '98

• Customer Service (Painter and landscaper)

Attention to Detail Construction, Greensboro, N.C. Mar '95-Jan'96

• Customer Service (Painter and carpenter)

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