Resume Service Desk Agent - Hire IT People

SUMMARY:

Troubleshooting Hardware Configuration Software Installation Inventory Management System disassembly
Effective time management - Can solve complex system problems in minimum time
Customer service oriented: Ability to serve and communicate with different types of customers efficiently.
Operating Systems - Win XP, 7, 8,10, OS X m
Microsoft Office suites - 2003/2007/2010/2016
Antivirus and firewall
Various types of PC hardware such as Mac, Dell, HP and Toshiba Hard drives, monitors, printers, scanners and video equipment
Organized
Work well with team

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Agent

Provide help desk support to end-users for Outlook, Office suite, and proprietary software.
Provided remote technical support via Internet, telephone, and Email
Answer questions about product features and resolve use problems.
Document all issues in detail and generate tickets in Service-Now ticketing system
Escalate service issues to appropriate team
Install Applications and application troubleshooting.
Handle all levels of Inbound Service Support and escalate if needed.
Provide Full Remote Desktop Service
Software and System setup / installation for Macs / PCs / Laptops /Tablets and Mobile Devices (SCCM Remote, Casper-Jamf, RDP-MSRA)
Exchange / Forefront / BES / ActiveSync / Setup and Support
Remote Enterprise Security Support - Endpoint Security / ForeScout / Quest InTrust Monitoring / Malware cleanup
System Hardware/Software Information and Asset Allocation tracking
Application Support / Lotus Notes / Oracle / Toad / PeopleSoft / AS400 / Acenza
Remote Xerox Support
MS Office 2013 / Lync / Communicator / Migration and Support
Shared Infrastructure Support for other Fox Divisions - including Voip Telephone Support and WIFI Troubleshooting (Avaya, Aruba)
Repair smart phones and tablets, iPhone and Galaxy devices
Researched and developed knowledge-based articles, increasing first-interaction

Confidential

Repair Technician

Accept customer desktop and laptop systems in-store for repairs.
Request information about software and hardware issues and document all concerns.
Troubleshoot systems and work with customers to determine needed hardware or software changes.
Break down systems, remove malfunctioning hardware, and install new parts.
Check system software and data integrity Data Recovery.
Perform all repairs with utmost concern for customer privacy.

Computer Repair Technician

Confidential

Provided on-site computer repair services to small business and private customers
Setting up POS and Security Camera systems for small businesses
Diagnosed software issues, installed updates to software, and removed malicious programs. Hardware upgrades (Memory, Hard drives)
OS installs/upgrades
Consulted with customers regarding technological needs as well as technical problems
Disassembled systems on-site to diagnose issues and make selected repairs.
Took systems off-site as needed for major repairs/rebuilds.