IT Customer Service Resume Springfield, Massachusetts - Hire IT People

TECHNICAL SKILLS:

Hardware: Desktop and Laptop systems, Printers/Plotters, Routers, Modems, Switches, Wi - Fi Hot spots and cameras, Tripplite AC units, DLink water sensors, Dell SonicWall, Cisco Switches, and Residential Network Drives and applicable software

Operating Systems/Server: Windows 95/98/2000/XP/Vista/7/8/8.1/10, Windows Server 2008, and some Mac OS and Linux (Ubuntu, Red Hat) experience as well

Software: Microsoft Office and 365, Microsoft Lync, Microsoft Visio, Kingsoft Office 2012/2016, SharePoint, Nuance PDF, Adobe Acrobat, Symantec Antivirus, Log Me In, TeamViewer, Manage Engine, Dell Appassure, Clonezilla, WebEx, Switchboard and phone systems, Camera Systems, Barracuda and UPS World Ship 2012/2013, vCloud, RDC, other various applications

PROFESSIONAL EXPERIENCE:

Confidential, Springfield, Massachusetts

IT Customer Service

Responsibilities:

Tasked with taking calls in a large call center to assist other employees (Business Partners) throughout the company with various computer problems including password resets, status checks, software and hardware issues and general information
Responsibilities include: Assisting Business Partners and catering to their needs
Protecting company data from security breaches and other threats Listening closely to the BP’s needs so I can get an accurate understanding of the reasons for their call Writing tickets with as much detail as possible, while simultaneously performing work remotely on their PC
Researching the Knowledge Base for the problem that the BP is experiencing, and quickly coming up with the appropriate answers and resolutions.
Multitasking between answering calls, writing tickets, researching the Knowledge Base, and responding to questions from other colleagues and BPs
Maintaining Knowledge Base articles and updating them as needed.
Ensuring superb customer service for all Business Partners, and resolving the vast majority of issues on a first call basis, and escalating tickets as needed.

Confidential, Windsor, Connecticut

Desktop Tech Analyst

Responsibilities:

I was involved in testing thousands of Windows 7 applications (Service Requests) for Windows 10 compatibility in preparation for a massive company-wide migration to Windows 10 in late 2017/early 2018. This process involved various applications including Windows Remote Desktop, vCloud, several in-house Confidential applications and services, as well as Microsoft OneNote and Microsoft Excel (for tracking SRs).
The gathering information on policies, procedures, and contact information from those responsible for the many applications and services that our team uses daily, for the purpose of resolving infrastructure roadblocks.
Assisted in testing the Windows 10 Upgrade
Assistant application for complications that could arise when customers upgraded their PCs to Windows 10 In charge of writing a weekly report on the number of applications worked the previous week.
Trained two other team members on the Windows 10 project during our first week of hire, and continually worked to assist them, as well as other employees on the team, as needed.
Received four “Bravo” awards for outstanding performance and work on the projects I was involved in.
Created “How-To” documents on how the Windows 10 Pre-Auth project was to be performed.
Due to the nature of the Windows 10 Project, organization was always extremely important and key to excel at my work and also to track and stay efficient at completing SRs as they were being worked.

Confidential, Rocky Hill, Connecticut

Associate Customer Service Engineer

Responsibilities:

Successfully completed the seven-week Confidential
Traveled to customer sites for service calls to repair and/or replace hardware in Enterprise Data Storage Arrays Skilled and experienced with installing and replacing all types of hardware on enterprise storage arrays including hard drives, standby/power supplies, KVMs, fans, storage nodes etc.
Kept logs of all tickets worked on a daily basis.
Provided superb service to each and every customer visited.

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It Customer Service Resume

Springfield, MassachusettS

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