SUMMARY:

• Responsible for the Installation and user demonstration as well as basic and custom imaging of 300+ desktops and laptop computers.
• Extensive knowledge of hardware and software installation, configuration and maintenance.
• Strong customer service, communication & writing skills.
• Problem solver of complex PC hardware/software problems.
• Successful in taking on new technical challenges working alone or in a team to complete the project with Success.
• Responsible for taking 50+ inbound calls, diagnosing the customers problem and successfully coming up with the right solution to fix the problem to the customer satisfaction.
• Responding to calls from co - workers and coming up with a solution to fix the problem in a timely manner.
• Handled 180+ users under minimal supervision with both hardware and software installation, configuration and maintenance on a tier 1 and tier 2 basis.
• Trusted implicitly with numerous corporations online corporate data and financials.

COMPUTER SKILLS:

Software: MS Office, Access, Adobe Photoshop, Ghost

Systems: Windows (Vista, Windows8, Windows10, Windows 7, XP, 2000, NT, 98, 95), AS/400, Macintosh 8.6 - 10.5, MS-DOS. Avaya com manager 5.2, Polycom, Cisco and SonicWall VPN

Hardware: A+, Servers, Desktops, Laptop, Tablets, Smart Phones ( Android and IOS)

EMPLOYMENT HISTORY:

Confidential

VoIP Specialist/IT Tech

Responsibilities:

• Responsible for all of the Confidential system software and hardware.
• Day to day trouble shooting of software and hardware.
• Repair Servers, Desktops, Laptops, smart phones and tablets (including screens)
• Rewired old building and complete network wiring of new buildings
• Travel to out of town branches and resolve any IT issues they might be having.
• Take incoming support calls and trouble shoot and solve them in a timely manner.
• Review and answer incoming tickets in the best importance order possible.
• Review and answer incoming emails.

Confidential

Owner/Operator, MO

Responsibilities:

• Responsible for running a small on site computer repair business for both small businesses and residential customers.
• Troubleshoot/repair any and all hardware and network issues and most software issues.
• Repairs included but were not limited to desktops, laptops, LCDs, CRTs, printers, modems, routers fax machines, scanners and most any soldering job.
• Built computer systems to meet and exceed customer specifications
• Responsible for the small network at both auto dealer locations as well as building and updating the Company website; handled all e-mail inquiries and all online sales.
• I managed one of two locations, but handled our companies financial paperwork for both locations.
• Detailed and sold most vehicles on Carrollton lot including minor repairs. Also handled all the detailed paper work from the sale, and when necessary I prepared and faxed all of our companies financial paperwork.

Confidential

PC Tech, Carrollton, MO

Responsibilities:

• Diagnosed and repaired all hardware and most software issues on customers desktop and laptop computers including soldering and repairs on laptop motherboards.
• Built and sold new desktop machines and remanufactured laptops.
• Built and sold used desktop, laptop and parts.

Confidential

Helpdesk support, Des Moines, IA

Responsibilities:

• Answered inbound calls from co-workers to help them reset passwords on all of there day to day applications.
• Remote logged in to employees work stations to help find the solution to there computer or application problems.

Confidential

PC Tech, Des Moines, IA

Responsibilities:

• Worked on many different office moves. Basic take down and setup of desktop and laptop computer systems.
• Worked on a contract for the State of Iowa in the Department of Economic Development.
• Working in the IT department diagnosing and repairing hardware and software problems on desktop, laptop and hand held devices.
• Maintained and repaired printers and copiers and other electronic devices used in the offices.
• Efficient and timely response to diagnose and repair computer problem calls from co-workers.

Confidential

Black Berry Support Tech, Des Moines IA

Responsibilities:

• Walk customers through common Blackberry problems and solutions to maximize product functionality and efficiency.
• Troubleshoot phone and service functionality.
• Answer questions regarding service features, options and pricing.
• Answer questions regarding use of the phone with various e-mail, Desktop Manager and hand held software versions.
• Function in a supervisory capacity in the call center as needed.
• Train and mentor employees to ensure compliance with corporate service level standards.
• Perform break fix desktop engineer support for Confidential 's PC's, software and network connectivity diagnosis and repair.
• Escalate appropriate technical issues to the Tier 3 group.

Confidential

PC Tech, Des Moines, IA

Responsibilities:

• Place, maintain and troubleshoot workstation hardware and software.
• Create and maintain network user account information.
• On call for all aspects of the network, including servers, routers, etc.
• Imaged 40-60 base machines per day as well as built 8-16 custom image machines.

Confidential

Internet Helpdesk Customer Service, Des Moines, IA

Responsibilities:

• Provided customer technical assistance to maintain their internet connection.
• Knowledge of Windows 98, 2000,ME and XP as well as Mac.
• Support customers with home networks issues (hardware, routers, airports (MAC) wireless cards, etc.).
• Help with provisioning issues with Confidential Phone (VOIP) such as removal of features (voicemail, call waiting, caller id).