We provide IT Staff Augmentation Services!

Sme (subject Matter Expert) Resume

3.00/5 (Submit Your Rating)

Allen, TX

SUMMARY

  • Experience as a computer technician
  • Worked in sales environment
  • Assisted with building and repairing computers
  • College experience in Hardware/Software configuration
  • Video deployment for info screens
  • Experience in trouble shooting for complex technical issues

PROFESSIONAL EXPERIENCE

Confidential, Allen, TX

SME (Subject Matter Expert)

Responsibilities:

  • A project that consists of training vendor sites to equip each agent with the knowledge of how to operate Frontier’s system. With each system an assessment is given to test the knowledge of each agent. Including assigning activities to create an environment that will teach each agent to work as a team and customer scenarios to help prepare agents to take calls. On occasions walking the floor to assist each agent is also required to help guide and educate agents on how to assist customers.

Confidential, Allen, Tx

Internet help desk consultant

Responsibilities:

  • Assisted customers with any issues within support boundaries including customer service if customer was in need of any other product or department by request.
  • Support boundaries consisted of: browser issues, clearing cache/cookies, email, ping testing for connection, and etc.
  • If customer requested for bundle with PTS (Premium Tech Support) support would become more available such as: port forwarding, printer issues, virus cleanup, and pc tune ups.
  • If issue with modem or fios equipment occurs trouble shooting was involved. The methods to trouble shooting the modem issues was to use a loop care test to check the connection to make sure the line was intact with the DSLAM. Once the test was completed the customer was instructed to power cycle the modem or hard reset the modem to regain internet access. If the issue still was unresolved a ticket was created for dispatch tech to further trouble shoot the issue. Fios customers’ trouble shooting method consisted of turning off the stb (Set top box) for cable issues or the BHR (Broadband home router). If the issue was not resolved by this a application was used to bounce the port to see if this would resolve issue and possibly allow to have internet restored including cable.

Confidential, Richardson, Tx

Help Desk Specialist

Responsibilities:

  • Assisted End User with application errors and issues with devices
  • Helped end users with issues on handheld device (MC65, ES400) and Samsung tablet
  • End users having issues with handheld trouble shooting was performed with remote application (mobi control) to fix issues. Issues derived from errors such as technological errors, etc. when end user performed a data transfer for a store call. Errors were fixed by either deleting data folder or uninstaNing\reinstaNing applications.
  • Samsung tablet end users were assisted with how to instructions from our knowledge base; including a tablet on hold for the visual aspect of seeing how to solve issue.
  • Any users with issues for applications the issue was resolved by using Team viewer remote sessions to repair Internet Explorer browser. The trouble shooting performed was by checking the compatibility view settings, making sure Tls 1.2 was unchecked, and making sure the site was allowed on trusted sites or within antivirus program.
  • Any other issues involving new devices and issues that are unresolvable is escalated to a tier two team for further trouble shooting.

Confidential, Frisco, Tx

EIT Help Desk Specialist

Responsibilities:

  • Reset passwords for callers
  • Service retail stores issues
  • Service IT help desk software issues
  • Confidential rouble shoot problems for customers
  • Grant access to corporate callers and assist with IT issues
  • Remote into callers’ computer and help with issues/trouble shoot
  • Assigned projects to disconnect/reconnect computer for companies that are moving employees to offices within the facility.
  • Make sure all device are notated descriptively for inventory. Once everything is disconnected a diagram must drawn in order for other techs to know how the setup for the individual who is moving.
  • All device must be placed in a bag to with notes for the mover to transport all device to new location.
  • Reconnects starts the next day by making sure all devices are transferred during inventory. When the inventory is done the notes and diagram must be analyzed. Making all devices are in the bag making sure the setup for the employee is followed per diagram.
  • Walk - through is mandatory to make sure all monitor are setup correctly along with making sure all mouse. keyboards. dock stations. and phone are connected properly so user will be able to have no issues for the beginning of the work day.

Confidential, Greenville. TX

Help Desk Intern

Responsibilities:

  • Setup Bios
  • Linked user to remote connection
  • Transferred old data from hard drive
  • Installed/Uninstalled software
  • Initiated scripting tool for complete data transfer
  • Uploaded images to video wall and information screens
  • Updated content to web page
  • Updated changes to Donor Wall display

We'd love your feedback!