Customer Agent Desktop Support Resume

SUMMARY:

Seasoned Customer Engineer/Administrative Professional with over eight (15) years of experience in a fast - paced, cutting-edge technological and multi-cultural environment.
Served in numerous capacities to drive to various Confidential and Merrill Lynch sites and Confidential Banks as a contracted-professional computer hardware tech specialist.
To solve hardware issue and respond to clients ASAP. Also have proficient skills in SAP, customer service and Microsoft Suite of applications.
Ability to meet demanding timelines and adapts easily to change.
Proficient with multitasking.in various areas
Reimage and deploy hardware equipment / upgrade software and firmware on printers also work with restoring servers/ups
Experienced help desk coordinator; very effective at resolving complex issues.
Managed many techs to accomplish task at last minute demand
Very reliable, able to communicate very well with others
Daily reports, Crystal Reports

TECHNICAL SKILLS:

Software: Microsoft Office 365 (Word, PowerPoint, Excel, Access), SAP, Lotus Notes, VPN Internet Explorer, WordPerfect, Microsoft Outlook, Windows10, Dell Certified, Confidential Certified, Remedy, Crystal Reports, Citrix, MSCE experience, and Active Directory,Lync and Sype, CDAX

PROFESSIONAL EXPERIENCE:

Confidential

Customer Agent Desktop Support

Responsibilities:

Performed site inventory and decommission sites from one location to another.
Project leader in setting up and coordinating new site planning, scheduling, coordinating with vendors, and testing equipment also setting up servers.
Reimaged and deployed computer equipment and upgraded software and firmware.
Train new techs for the field. Support customers over the phone support for customer with hardware issues and software.
Dell certified and certified on Confidential Printers and laptops.

Confidential

Warehouse Technician

Responsibilities:

Updated electronic e- poll books and repair new voting scanner machine assisted new judges and technician to operate machine and assist voters with questions and disabilities.
Input d Confidential in Maryland Voting System and ran verification on machines and ballots.
Filing registrar’s and paperwork and along with sending em to all voters.
Worked in the mail distribution room, prepared inventory and order supplies.

Confidential

Desktop Support

Responsibilities:

Installed printers, repair Confidential printers, also repaired Confidential workstations with hardware and software issues .
Performed site inventory and decommission sites from one location to another.
Project leader in setting up and coordinating new site planning, scheduling, coordinating with vendors, and testing equipment also setting up servers.
Reimaged and deployed computer equipment and upgraded software and firmware.
Train new techs for the field.
Support customers over the phone support for customer with hardware issues and software.

Confidential

Printer Technician

Responsibilities:

Provided support to all Montgomery County Government office with printer issues.
Replaced maintenance kit and other parts for printer issues to be resolved.
Also,have worked with Confidential Web jet admin monitoring printers throughout the company.

Confidential

In-house Field Technician

Responsibilities:

Worked on TS Voting unit programming and running L&A test on E-Poll Books.
Troubleshoot TS voting machine. Updated firmware on voting machines and E Poll Books.
Went to various location to support clients with touch screen machines and e-polls books.
And trained the new clients how to operate touch screen machine and e-poll books.

Confidential

Desktop Support Analyst Technician

Responsibilities:

Also, troubleshoot Confidential and Xerox printers and ran diagnostics to help resolve computer issues performed maintenance replacement on printers. Dell certified.

Confidential

Help Desk Coordinator

Responsibilities:

Respond to users’ calls, e-mails, or other contacts to the Help Desk and resolve users’ problems over the phone if possible;
Use Remedy System to track trouble conflicts, document activities, to record service request from staff, to review service request histories of different printers or hardware frequent issues as a part of each trouble-shooting task, and to document resolutions of service calls.
Assist other Help Desk Professionals and service providers with task specific to their objectives.
Provide accessible, courteous, quality and responsive 1st tier help desk support to all staff and their representatives. correctly refer unresolved problems to higher-level work groups.
Update problem records upon problem or request resolution, or escalation.
Provide follow-up status to end-users and support partners in accordance with specified support policies and procedures.
Promoted from Dispatcher to Technician
Resolved daily ticket from clients with Hardware Issues
Troubleshoot and perform Diagnostics on Dell Notebooks, Desktop and Confidential Printer issues
Create tickets and assign tickets in Remedy

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