Customer Service Technician

*** ******** ** • Mount Pleasant, PA *****

Phone 412-***-**** • E-mail: poper_da@yahoo,com

David J. Pope

Objective

To obtain a position that will utilize my experience and education that will help promote company growth while changing with business industry needs.

Work experience

December 2001 – Present DJRockSolidComputers (Owner)

• Contract/ Rollouts Work with several companies(Direct Source, Agilysys, Onforce)

• POS upgrades, rollouts, repair

• Cable Installs (cat 5, 6, terminate rj45’s, coax, fiber)

• Copier repair

• Network upgrades (cabling, cat 5 etc)

• Installation Projects

• IT Support

• End User Support

April 2010 – March 2011 Army Corp Of Engineers, Allstaff

PC Desktop Support

• Help desk, pc desktop support for the Army Corp Of Engineers

• Phone support, troubleshoot, add, remove phone lines to various locations

• Remote support troubleshooting software issues

• Network troubleshooting

• Printers/Fax troubleshooting

• Perform upgrade

• Setup Video Teleconferencing

• Setup VTC web meetings

• Work with end users to resolve issues

• Adds, moves, changes to new employees (phone number assignments, router configurations)

Sept. 2005 - April 2010 CBIZ Network Solutions

Field Service Technician

• Work autonomously to complete all maintenance, project and IMAC calls efficiently and timely

• Troubleshooting, repairing and upgrading all voice, data and AV hardware including: network equipment, satellite equipment, desktop terminals, printers, fax machines, telephony equipment, and cabling.

• Provide backup coverage for neighboring service areas

• Monitor/review queue and assume ownership of all tickets in assigned area

• Inventory

• Cabling projects and upgrades

• Provide technical support to clients

• Provide excellent customer service

Mar. 2002 - July 2005 Ricoh Business Systems

Field Service Representative III

• Troubleshoot and Repair Digital Copiers, Duplicators, Facsimiles, and Printers

• Test for Network Connectivity

• Preventive Maintenance

• Install Peripherals (Memory, Scan / Print Options, HDD, etc.)

• Customer Tech Support

• Install Network Printers

• Obtained Comp TIA A+ and Net+ Certifications

• Instructed an A+ class for employees pursuing A+ Certification

• Obtained several Ricoh Internal Certifications

• Assist with Network Administrative Duties

Oct. 1999 - Mar. 2002 Spartan Computer Services

Senior Field Engineer

• Troubleshoot and Repair Point of Sale Systems

• Provide Tech Support for Area Technicians

• Manage Area Technicians

• Conduct System Installations and Cable Upgrades (Cat 5, etc.)

• Practice Proper Communication with Dispatch, Help Desk, and Customers

• Perform Routine Inventory on Good and Bad Equipment

• Complete Closing Requirements for Projects and Service Calls

• Promoted from Field Technician to Senior Field Technician within the First Three Months of Employment

Education

ICM School of Business, Pittsburgh, PA

Computer Network Technology

certifications

• Comp TIA A+ Certified

• Comp TIA Network + Certified

• Ricoh Digital Copier Core Basics (9922,9927,2522,2527)

• Ricoh Color Basics

• Ricoh 2545, 2560, 2575, 1045, 2045, 9945 etc. Series Copiers

• 9965, 2565, 2570 copiers

• 38 cpm multifunction color printers

• Ricoh 1224, 1232, 1238

• Ricoh B051, B052 machines

• Facsimiles and Digital Duplicators

• Xerox 6250, 1235 printer certification

• HP 35xx printer certification

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