SUMMARY:

• Experienced IT professional with 5+ years of thorough customer service and perform PC deployment from Windows 7 to Windows 10 operating system.
• Documents, maintains, upgrades, analyses, troubleshoots, and repairs computer systems, hardware and computer peripherals
• Troubleshoot Internet connection as well as wireless network connection problem, desktop and laptop equipment’s

PROFESSIONAL EXPERIENCE:

Confidential, Paoli, PA

IT Support Specialist

Responsibilities:

• Performed PC deployment Windows 10 operating system
• Prepared PC deployment documents for customer
• Packed PC in boxes for shipment
• Performed PC inventory in storage and organized PC on racks
• Assisted team members when there is work overload
• Communicated and delivered professional performance
• Used headset to call and talk with team members and upper management

Confidential, Hammond, LA

Service Desk Technician

Responsibilities:

• Performed PC deployment from Windows 7 to Windows 10 operating system
• Performed hardware repairs on Lenovo laptops
• Troubleshoot HP and Xerox printers issues and replacing hardware components
• Replaced Lenovo LCD panel as well as laptop small hardware components
• Replaced Lenovo laptop batteries
• Replaced Lenovo laptop hard drives
• Installed memory laptop and desktop RAMs

Confidential, Lehigh Valley, PA

Help Desk Technician

Responsibilities:

• Run report and data extraction processes as requested or scheduled.
• General help desk support
• Basic desktop support, hardware/software
• Acted as backup for desktop and other network support areas.
• PC workstation hardware support.
• Completed special projects as assigned.
• Worked with telephone system maintenance and Ticketing system.
• Assisted users with equipment needs.
• Analysed data reports to determine corrective actions.

Confidential, Lehigh Valley, PA

Help Desk Support/Deskside Support

Responsibilities:

• PC deployment Windows 7 to Windows 10 Workstations, connecting monitor, keyboard, mouse, connecting AC power and network cables, power on devices.
• Plug in AC power and network cable.
• Power on
• Configured the network parameters.
• Connected all phones and dial pre - provided phone numbers to test the phones

Confidential, Philadelphia, PA

Desktop Support

Responsibilities:

• PC Deploy Windows 7 OS and Refresh Windows 7 OS
• Assisted team members during migration process from Windows XP to Windows 7
• Imaging PC and laptop and Imaging Windows 7 OS
• Assisted user with hardware issue and internet issue
• Installed Microsoft Office and Microsoft Outlook.
• Troubleshoot internet connection
• Diagnosed wireless connection
• Installed software on PC, Desktop
• Assisted user with hardware and software issues
• Provided entry level Tier 1 and Tier 2 technical support across all platforms and environments for internal and external clients. Technology issues include password resets, and issues with faxes, software, hardware, and telephones. Software and applications include vendor and internally developed products.
• Received initial client contacts (telephone, email, etc.). Reports and tracks client technology problems, inquiries, and related requests. Responds accurately and promptly to incoming contacts. Collects required data and logs detailed client contact in the IT Problem Management database record.
• Identified problem and resolves target percentage of initial client contacts. Determines severity of unresolved issues and escalates issues accordingly. Updates records to reflect status changes.
• Communicated with clients, Technical Services staff, and managers about the urgency of issue, impact of any interruption of IT services, and changes in the issue's status. Communicates technical issues at appropriate level for audience.
• Demonstrated tact in sensitive situations with clients.
• Analysed business impact of potentially serious technology/security problems that may have a negative impact on business operations and provides detailed information to supervisor.
• Updated documentation, including procedures.
• Learned and complied with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels. Learns and complies with Information Security procedures.
• Ensured deliverables meet Information Security requirements.
• Participated in special projects and performs other duties as assigned.

Confidential, York, PA

IT Support Specialist

Responsibilities:

• PC Deployment of Windows 7 operating systems installing specialized business
• Build PC, desktop, laptop for 300+ users
• Imaging Operating System, Ticket system using Track-it software
• Ethernet and TCP/IP
• Replaced HP and Dell laptop and desktop hard drive and Replace laptop battery
• Installed software and hardware and RAM
• Installed Microsoft Outlook and Microsoft Office
• Assisted remote user
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Experience of working in a customer service role in a demanding, customer focused environment
• Ability to work responsibly with or without direct supervision
• Assisted end user with software, hardware issues over the phone and on-site
• Troubleshoot Internet connection as well as wireless network connection problem, desktop and laptop equipment’s
• Assisted end user whatever they needed assistance and tried to resolve issues
• Documented, maintained, upgraded, analysed, troubleshoot, and repaired computer systems, hardware and computer peripherals
• Supported and maintained user account information including rights, security and systems groups
• Installed software and upgrading computer hardware components
• Diagnosed desktop, laptop issue

Confidential, Wayne, PA

Help Desk Support/DS

Responsibilities:

• Imaging Windows 7 Operating System
• Call tracking and Ticket system using Track-it software.
• Inventory management of PC, desktop, laptop, hardware
• Desktop and peripheral configuration
• Configuration and build knowledge
• Installed Microsoft Outlook and Microsoft Office
• Installed software and hardware
• Assisted end-user
• Assisted internal and external end users with hardware issues over the phone and on-site
• Fixed common laptop, desktop issues, diagnose and fix printer issue
• Replaced toner cartridge and toner cartridge waste container
• Replaced laptop battery
• Set up PC and workstation for new user such as keyboard, mouse, laptop desktop, monitor, Ethernet cable, provide desktop and laptop hardware equipment’s for end users
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it
• Ability to provide technical support over the phone
• Good phone skills, professional
• Assisted end user whatever they needed assistance with and tried to resolve issues
• Installed software for new user
• Troubleshoot internet connectivity, and wireless network connection problem
• Provide knowledge customer focused help desk role, good communication and a working knowledge of typical desktop issues
• Troubleshoot internet connectivity related and internet access problems for clients
• Investigated user problems, identify their source, determine, test and implement possible solution
• Documented network problems and resolutions for future s
• Installed software and upgrading computer hardware components
• Diagnosed desktop, laptop issue