Help Desk Technician

AARON De. WRIGHT

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

Millerstown, Pennsylvania 17062

Home: 717-***-**** Cell: 717-***-****

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

TECHNICAL PROFILE

Select areas of qualification include:

Tier II and III Help Desk & Hardware Support • Peer-to-Peer User Groups • Escalation Resolution • Purchase Recommendations • Internal/ External Customer Service • System Upgrades • Cat 5, Cat 5e cable making • Cable Runs

Hardware: Desktops • Laptops • Modems • Network Cards • Mother Boards • USB • Printers • Scanners • Wireless Routers • Gateway Routers • Hubs • Managed • Unmanaged Switches • Wireless Access • Points • G1’s • Star printers • Pocket PC’s • iPhone 3 4 4s • iPad • iPad2 • iPod touch • IP based DVR’s • Security Cameras • WiFi Repeaters

Operating Systems: XP • Vista • Windows 7

Software: MS Access 2007 & 2010 • Excel 2007 & 2010 • Word 2007 & 2010 • Lotus Notes • PowerPoint 207 & 2010 • Antivirus software • Adobe Reader • Rx Navigator • SQL data base managing • MRTG tool • Putty • Print Boy • Windows Mobile 5, 6, & 7 • Salesforce • Remedy • NetSuite • On Force • Connect Wise • Share Point • CRM (Magic) • Skype • Logmein • Team Viewer • WiFoFum • Net Stumbler • DropBox • Twitter

Protocols: TCP/IP fundamentals • UDP • HTTP • SMTP • FTP • POP3 • IP and IPv6 • DNS • DHCP • Ethernet • Fast Ethernet • VLANS • WLAN • LAN

“When I think of Aaron what comes to mind is; in my role as HR Manager I've had to discuss Aaron's performance with his immediate Director Joan Cogswell and found that Aaron is highly qualified in his field. Aaron was a valued employee and heavily relied on by his Manager to get the job done.”

Naonnda Scoggins, Director of Human Resources, Prematics, Inc.

PROFESSIONAL EXPERIENCE

Owner Operator – Your PC Geek , Millerstown PA Jan 2010 – April 1, 2012

• Desktop and laptop repair

• Perform system upgrades

• Perform memory upgrades

• Virus and spyware removal

• Data recovery

• Software configuration

• Home networking

• Custom built systems

• Printer / Scanner set ups

• Computer training

Supervisor Help Desk Tier 3 – Active Networks, Harrisburg PA Jan 2011 - Sep 2011

• Manage expectations at all levels: customers/end users, executive sponsors

• Monitor open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels

• Implement new processes to create efficiencies using Sales Force

• Respond to requests for systems assistance via phone or electronically

• Diagnose and resolve hotel process and equipment issues

• Track and route problems and requests and document resolutions in Share Point

• Program and install various equipment including broadband routers, wireless routers, switches, access points,

• Uphold hotel industry internet behavior standards

• Exhibit a service orientation to both staff and clients; be a professional team player with a positive attitude

• Creative and flexible; adaptable to shifting priorities and multi-tasking

• Respond appropriately in an objective manner in all situations

• Demonstrate solid judgment and discretion

• Troubleshoot or escalate problems/issues to the appropriate level/individual

• Act as the escalation point for high priority issues

• Program switches, routers, access points, iPads, iPhones, and various Apple products

Application Service Help Desk Analyst – Mindtech, Enola PA June 2010 – January 2011

• Remotely support Pennsylvania county end users to resolve technical problems

• Provide quality customer service via phone and email support

• Facilitate internal communication and understanding of field problems and their resolution with system analysts

• Accurately coordinate appropriate technical experts with county employee related to application and hardware problems

• Create and manage CRM (Magic) ticket tracking database

Application Service Tier 2 Tech Support Supervisor - Prematics, Lemoyne PA April 2007 – Jan 2010

• Prepare support reports for Service Level Agreements

• Utilized Sales Force for daily production

• Meet Service Level Agreement by maintaining 85% success rate first call resolution of moderate to complex technical cases

• Maintain 100% response time in less than 1 hour meeting Service Level Agreement

• Provide analytical, remote technical problem solving support and mentoring to Medicare providers, vendors, and clearinghouses by manning a technical EDI Help Desk

• Identify and review reporting deficiencies, analyze and evaluate Prematics e-prescribing application software data, and pursue any corrective action required in order to ensure accurate and timely electronic prescription submissions

• On site installation of proprietary equipment broadband routers, wireless router, thermal printers, multiple modems including cable, dsl and fiber, validation and training

• Programmed and deployed iPods touch, iPhone, iPad and various brand of PDA’s

• Back up for other departments including quality assurance, utilization, field support and installation through cross training to eliminate need for more hires

• Create and update records in the Prematics CRM Net Suite/Salesforce to accurately reflect in bound support calls and emails

• Coordinated with finance department to institute an improved tracking method for inventory after assuming from another department resulting in a company savings of $75,000.00 in one month

• Liaison between the end user and internal departments including quality assurance, product management, development and deployment

• Technical Support Tech - Embarq, Carlisle, PA Feb 2006 - April 2007

• Support customers and field service staff resolving moderate to complex technical cases

• Provide software, investigation, analysis and support of hardware problems

• Diagnose mechanical, hardware, software and system failures

• Determine the most cost effective repair/resolution to minimize customer downtime

• Prepare reports for analysis of service failure trends and service ability issues

• Field Tech Consultant - Patriot Technologies, King Of Prussia, PA Oct 2005 – Feb 2006

• Perform field technician consultant duties for Getronics

• Inventory, install equipment and upgrade operating system

• Replace problematic computer equipment

• Business Analyst - Health America, Harrisburg, PA March 1998 - Nov 2004

• Create reports for company’s annual insurance industry audits and adhoc for clients

• Perform business analyst duties and responsibilities

• Develop and utilize data gathering tools

• Produce directory of doctors in network

EDUCATIONAL QUALIFICATION

• Completed graduation from Computer Learning Network in Network Information System Security Admin earning a 3.75 GPA 2005 - 2006

SOCIAL RESPONSIBILITY

• GNMFA Greenwood Newport Midget Football Assoc 2003 - Present

• HR Unite LinkedIn

• E-Rx LinkedIn

• Linkedin : http://www.linkedin.com/pub/aaron-wright/10/97/255

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