SUMMARY:

Hardworking customer Representative with 5 years of experience working with windows 7, 10, Mac. Trained in project and time management with extensive knowledge of internet connectivity and proven multitasking abilities. Committed to maintaining professional relationship with clients to increase profitability and drive business results

EXPERIENCE:

it technician

Confidential

• installing and configuring computer hardware operating systems and applications. monitoring and maintaining computer systems and networks. talking staff or clients through a series of actions, either face - to-face or over the telephone, to help set up systems or resolve issues. troubleshooting system and network problems and diagnosing and solving hardware or software faults. replacing parts as required. providing support, including procedural documentation and relevant reports. following diagrams and written instructions to repair a fault or set up a system. supporting the roll-out of new applications. setting up new users' accounts and profiles and dealing with password issues. responding within agreed time limits to call-outs. working continuously on a task until completion (or referral to third parties, if appropriate). prioritizing and managing many open cases at one time. rapidly establishing a good working relationship with customers and other professionals, such as software developers. testing and evaluating new technology.
• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
• Using service now ticketing system.
• Reimaging PC for IMAC new hires.
• Configuring and installing software.
• Working with Windows 7, 8,10.
• Handling refresh issues.
• Installing both local and network printers for users.
• Repairing and fixing printer problems.
• Changing hard drive.

it site support technician

Confidential, Washinton Dc.

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
• Reimaging PC for IMAC new hires.
• Using SCCM ticketing system.
• Configuring and installing software.
• Working with Windows 7, 8,10. Handling refresh issues.
• Installing both local and network printers for users.
• Repairing and fixing printer problems.
• Changing hard drive. Wiping disk.
• Data preservation by using approved standard procedure.
• Preparing items for disposal. Inventory items.
• Gather customer's information and determine the issue by evaluating and analyzing the symptoms Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues per Client specifications.
• Redirect problems to appropriate resource.
• Accurately process and record call transactions using a computer and designated tracking software.
• Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers

Data Center technician

Confidential

• Collaborate with a team of software and networking engineers to ensure the security and efficiency of data center server/network.
• Protect important information by performing backup on all critical systems.
• Oversee the management and maintenance of client/employee database.
• Carry out system administration tasks such as software installation/updates, security patches, and hardware maintenance.
• Monitor customer network servers and storage systems to ensure uptime and efficient resolution of issues.
• Assist senior level engineers in designing/modifying network systems and application infrastructure.
• Develop standards and procedures for carrying out systems and network operations. Perform basic repair of damaged or faulty equipment and devices.
• Maintain records of all system administration operations and present reports to superiors. Oversee the running of data cables during the installation of new equipment.
• Maintain accurate inventory of work tools, equipment, and devices.
• Ensure work operations comply with all local, state, and federal regulations on information/data management.
• Conduct preventative maintenance on data center equipment to ensure efficient operations.
• Listen to customer complaints and assist them in the resolution of technical issues.
• Set up access controls to protect company systems and network.

Customer care representative

Confidential

• Help desk customer care representative) - probing and assisting customer's related Internet issues, Create, initiate and develop desktop computing environment in an organization.
• Experience of IP addressing, administrating subnets and various routing models.
• Sound knowledge of WAN and LAND technologies such as PPP, Frame-relay, dedicated T1s, ISDN and Routing Protocols: OSPF, EIGRP, IGRP, RIP and RIPv2.
• Familiar with the setup and basic configuration of Cisco 2950, 2960 Switches.
• Implementation of HSRP, DHCP, DNS, FTP, TFTP, MRTG.
• Experience of configuring and monitoring CISCO 2500,2600 and 1800 etc.

SKILL:

• Computer hardware and application experience.
• Networking