- Customer - focused Desktop Support with 6 years of experience with a broad spectrum of computer operating systems applications and hardware. Exceptional customer service and communication skills; consistently conveys competence and concern to end users. Strong ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution .
Help Desk Support Tier 1
Confidential, Upper Marlboro, MD
- Deploy network workstations and printers to 200 users
- Imaged laptops, created user accounts and responded to software request for installs
- Analyses user account requirements and creates/modifies accounts to appropriate workgroups
- Monitors file server memory, storage
- Respond to trouble tickets by providing on-site assistance
- Provided support to customers who may have issues regarding equipment on the network.
- Tracked problems using a ticketing system (Remedy).
Help Desk Support / Sales Assistant
Confidential, Washington DC
- Provide high speed internet service and DVD rental to patients
- Technical support for users with varying levels of IT knowledge
- Sets up user accounts, permissions and passwords
- Upgrading software and maintenance on laptops
COM-TECH TECHNICIAN III
- At Confidential I performed advanced component level troubleshooting and repairs of all models of STB (set top box) converters.
- I ensured maximum repair quality, minimum repair cost and exceptional customer service.
- Provided technical support and training to less experienced technicians.
- Accurately log repair transactions into a repair database.
- I used a DSAM-6300 ATE (automatic test equipment) to find accurate readings.
- I preformed final testing of all STB's following established/ documented procedures.
- Researched repair issues, special projects, new products, and initiated analysis as assigned and made recommendations.
- Communicated with coworkers and leaders on specific repair issues and provide an exemplary example of professionalism.
Operating Systems: Excellent knowledge of Windows 10, and MAC operating systems, HP and Xerox Printers, HP laptops
Software: Microsoft Office 2016, Active Directory, Remedy, Adobe Suite, DameWare, Bomgar, Skype for Business