Customer Support Analyst Resume Dearborn, Michigan - Hire IT People

Objective:
Currently seeking a position in Computer Information Technology that will utilize my current expertise in Computer Networking and Repair as well as my prior skills/expertise as a Computer Operator.

Qualifications:

3+ Years expertise in computer repair, maintenance, and troubleshooting, Software/Hardware Upgrades.
10+ Years of experience in Information Technology, as a Computer/Print Operator.
Ability to handle multiple tasks while completing job functions efficiently.
Dependable, able to work well with others or alone with very minimal or no supervision.

Professional Experience:

Confidential, Grand Rapids, Michigan
Contracted to Inteva Products Troy, Michigan
Deskside Support October 12, 2009 November 20, 2009 (Project Completion).
Assisting local users with various computer hardware/software, network connectivity issues as needed. Troubleshoot Dell Laptops & Desktops. Troubleshoot HP Workstation Desktops. Service HP & Lexmark Printers. Deploying newly imaged PC’s/Laptops. Basic support on Xerox WorkCentre. Software Used: Global Relay Instant Messenger. MS Outlook, Altiris Agent.

Confidential, Tinton Falls, New Jersey Contracted to Insight Global for a project for Chase Bank & Washington Mutual (Seattle, WA.) Lead Technician May 12, 2009 May 29, 2009 (Project Completion) Coordinated and assisted with preparation for the Chase/Washington Mutual migration & conversion. Supervised a small team of technical specialists who were charged with replacing the banks workstations & teller peripherals, while working with Chase Bank to convert the Washington Mutual Banks over to the Chase network. Provided technical Support to the branch after successful conversion. American Consulting - Cordova, Tennessee Contracted to Nissan Technical Center North America Field Service Technician January, 2009 February, 2009 (Project Completion)

Migration and Imaging newly deployed PC’s.
Updating desktops & laptops from Microsoft XP Service Pack I to Service Pack II.
Mapping local drives/printers.
Configuration of Microsoft office Outlook & Exchange Server.
Monitoring the OS application download/Install process to completion.

Software Used: User State Migration Tool 3.0 Modis IT Southfield, Michigan Contracted To Hewlett Packard/Ford Rawsonville, Michigan Plant (Project Completion) Service Technician - April, 7, 2008 April, 11, 2008 Contracted to Hewlett Packard/Bosch (Farmington Hills, Michigan Location) Service Technician - February 22, 2008 March 03, 2008 (Project Completion) Installation and configuration of Hewlett Packard Laser Printers to factory specifications. On Site Computer Services, LLC Grand Rapids, Michigan Independent PC Technician December, 2007 February 2008 Providing on site computer/technical services on an as needed basis. Hardware/Software installation, Technical Support, virus/spyware removal, system upgrades. The Computer Merchant - Norwell, Massachusetts

Confidential,
PC Technician
August 2007 September 2007 (Project Completion)
Migration and deployment of 300 plus HP Desktops from Microsoft XP Service Pack I to Service Pack II.
Performed hardware upgrades on an as needed basis.
Monitoring the OS application download/Install process to completion.
Maintaining database of equipment and services.
Software used: HP OpenView Management Suite using Radia products.
HP OpenView Configuration Management (CM) Patch Manager.
Windows Pre-installation Environment (PE) 2004 Vers. 1.5.

Confidential, North Carolina
Confidential,
PC Technician
July 05, 2007 - August 08, 2007 (Project Completion)
Migration of 800-Plus Dell Desktops and Laptops to Windows XP.
Installation of Local workstations for deployment.
Connecting and configuring desktops and laptops.
Software used: ManageSoft Windows Deployment Manager.

Confidential,
Southfield, Michigan
Customer Support Analyst
June, 2006 - July, 2006
Troubleshoots and resolves all end user issues via 100% telephone support.
Escalation of 1st level calls regarding various hardware/software/application issues with regard to various POS machines.
Software used: Kmart/Sears knowledge base, Windows XP, Word, Excel.

Confidential,
Dearborn, Michigan
Customer Support Analyst
March, 2006 May, 2006
Troubleshoots and resolves all Ford Global end user issues via 100% telephone support.
Escalation of 1st level calls regarding various hardware/software/application issues which included:
Windows OS, Outlook, Connectivity issues, Access to various applications.
Supporting internal staff with any issues regarding software and hardware.
Resetting/Enabling User network ID\'s/passwords, RACF ID\'s/passwords, various other application login Id’s/passwords.
Software used: Remedy Call Tracking, Ford Client Knowledge base, GIRS Trouble Ticketing System, Outlook, Word, Excel.

Confidential,
Troy, Michigan
Computer Technician/Print Production Control
July, 2005 - /November, 2005
Receives and responds to specified batch job print and/or re-print requests.
Assigning print requests to specific print queues at offsite location.
Handles various issues with regards to print processing or quality control.
Software used to complete daily job duties: Windows XP, Word, Outlook, Smart FTP File Transfer, IBM Info print Manager, FileZilla File Transfer.

Confidential,
Livonia, Michigan
Light Industrial/General Labor
June, 2004 February, 2006
Handled all general labor/light industrial tasks dependant upon job assignment.

Acquired Skills:

Hardware: Extensive knowledge/experience with a variety of Laser, Continuous Forms, Impact Printers including:
Xerox, Siemens, Hewlett Packard. Cartridge filing and retrieval using Storagetek tape silos and Storagetek tape drives.
Operating Systems: IBM AS/400, MVS, DOS/VSE
Languages: JCL, JES/JES2/JES3, TSO, CICS
Scheduling Packages: CA-1/CA-7, CA Scheduler, Zeke Scheduler
Software: Microsoft Office Products, Smart FTP File Transfer, IBM Info print Manager, FileZilla File Transfer, Remedy Trouble Ticketing Software, GIRS Trouble Ticketing System, ManageSoft Windows Deployment Manager, Windows Pre-installation Environment (PE) 2004 Vers. 1.5, HP OpenView Configuration Management (CM) Patch Manager, HP OpenView Management Suite using Radia products.

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Customer Support Analyst Resume

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