Information Technology Technician

KEITH K. WEBB

***** ** ** ******, *******, FL ***51 • 786-***-****

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

INFORMATION TECHNOLOGY TECHNICIAN

TIER ONE TECHNICAL SUPPORT TECHNICIAN

SUMMARY OF QUALIFICATIONS/ACHIEVEMENTS

Experienced and knowledgeable Information Technology Technician seeking to contribute training and acquired skills in a Tier One Technical Support role. Works well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.

PROFESSIONAL EXPERIENCE

Florida Memorial University, Miami Gardens, FL (8/2002 - Present)

Library Technicial Services Technician

• Documented help desk tickets/resolutions, and provided overall daily administration of Apache server.

• Currently responsible for redeveloping the international portal for the University Library: Dreamweaver and Photoshop.

• Responsible for the design and maintenance of the library's patron accounts and access to all online resources.

• Performed diagnostics, troubleshooting, and repair of systems issues (both hardware and software), documented help desk tickets/resolutions, and maintained equipment inventory lists.

• Maintained network infrastructure devices and equipment for the library.

• Provided technical training on hardware/software to faculty and staff of the library.

• Provided project leadership to employees for library renovation projects, including production timetable, status reporting, vender/project team coordination, and quality assurance.

• Served as second tier support for the audio visual department of the library.

• Accomplishments include are but not limited to: creating an electronic group study room, restructuring main floor lobby and circulation desk, restructuring second floor and reference desk, creating media viewing stations through out the library, as well as creating and implementing work flow documents for Library IT Technical Service Department.

Alienware,Inc. Miami. FL (4/2001 – 8/2002)

Software Integrator/ Computer Assembler

• Responsible for loading new software and designing systems for all Alienware computer models.

• Assembled first Alienware system designed for retail store sales., including all Best Buy locations.

• Tested software and computer equipment to ensure the elimination of “bugs” prior to “going live”.

• Researched and implemented production methodologies and document systems, which introduced a departmental manual, thereby optimizing employees’ skill sets and accomplishing higher productivity.

TigerDirect Outlet Store, Miami, FL (1/2000 – 4/2001)

Manager, Senior Technician of Repair Depot

• Promoted from Technical Support Representative to Senior Technician Manager while supervising repair technicians handling all warrantee repairs and peripheral upgrades for systems sold in outlet store.

• Managed departmental operations and administration including scheduling, preparing reports, inventory, and customer service.

• Was responsible for team development, communications, sales, and profit & cost control management.

• Helped drive a 10% increase in customer satisfaction (as measured by a customer survey in 2000).

TigerDirect Call Center, Miami, FL (2/1998 – 1/2000)

Technical Support Representative

• Provided computer help desk support via telephone communications with end-users.

• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and shipped parts as needed.

• Plan and lead training sessions for new and existing Technical Support Representatives after first six months of employment; facilitated at least three sessions per month.

CompUSA, Miami, FL (2/1996 – 2/1998)

Systems Operations Manager (Returns)

• Repaired warranted and unwarranted computer systems and peripherals returned to the store, for resale in returned department.

• Planned, designed, and maintained computer training rooms designed for software instructional training for employees and customers.

• Identified, isolated, and repaired store computer equipment that showed wear and tear as well performed preventative maintenance routines on said equipment..

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