Tech Support

Jeffrey R. Dowling

*** ******* *** **.

Grand Rapids, MI 49506

Phone: 616-***-****

E-mail: *******@*****.***

Objective

Currently seeking a position with a company that will allow me to administer my IT and leadership skills.

IT Proficiency

• Dell Delta/Delserv Software (Case Creation/Ownership, Dispatching)

• Eagle Ticket Software (Creating Tickets, Taking Ownership, Dispatching)

• MFD/MICR Printers (Troubleshooting)

• Imaging (Business Level)

• Remote Desktop Support (VNC, DellConnect)

• Radia (Administration)

• Microsoft Windows XP/Vista/7 (Installation, Administration, Group/Security Policies)

• Microsoft Office (Word, Excel, PowerPoint, Outlook, Publisher)

• Desktop & Laptop Computer Hardware (Installation, Troubleshooting)

Employment History

Stream International, Inc. – Dell Tech Support, January 2010-June 2010

Provided Dell hardware support for federal contracts & Precision Workstation computers within a call center environment; responsibilities include Dell hardware troubleshooting, installation guidance for Dell supported hardware & software, software fix/upgrade advice, and replacement dispatches for supported Dell hardware/media under active warranty.

Grand Rapids Building Services – Vac-Pac Cleaner, January 2010

Contracted out to Steelcase, vacuumed all rooms & cubicles on the 2nd floor.

Insight (Barbeau Enterprises, Inc.) – Help Desk Analyst II, July 2009 & September 2009-October 2009

Contracted out to JPMorgan Chase’s McCoy Center during the 2nd & 3rd Washington Mutual conversions; provided help desk support covering desktop hardware support, Windows XP platform support, bank peripherals (check validators, pin pads, card swipes, receipt printers), HP & IBM MFD/MICR printers, and imaging deployments using the Eagle ticket software and remote VNC support; operated hardware replacement dispatches, technician dispatches, and delegated tickets to higher tiers if problems persisted; managed IT Lead Field Techs to convert nationwide WaMu branches to the new Chase standard.

Total Record Solutions – Document Scanner/File Prepping, October 2008-April 2009 & June 2009

Scanned microfiche using the FS 150 ScanStation and prepared/cleaned files for scanning.

Toys “R” Us – Assembler/BOH, May 2006-October 2008

Primarily built bicycles for guests as well as other merchandise required by a customer or for the store; other responsibilities included Big Ticket Pickup, RTS inventory, loading/unloading trucks, general maintenance, customer assistance (both in person and over the phone), and retail associate.

Education

June 2006-September 2008, ITT Technical Institute – Computer Network Systems (Honor Graduate), A.A.S.

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