SUMMARY

• Versatile and professional PC - Specialists and Computer Technician with extensive experience and success in providing excellent helpdesk support to end users.
• Highly skilled in maintaining, analyzing, troubleshooting, and repairing computers/laptops, hardware, software and peripherals. Working knowledge of modern networking devices and printers.
• Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results. Customer-centric and focused problem solver with a keen ability of understanding customer’s specific needs.
• Goal oriented with a proven success in leading business development efforts, expanding customer base and growing business revenue. Adept at determining and recommending products or services suitable to the user requirements. Seeking a PC Technician, Network Technician or Field Technician position where my skills and expertise will support and further corporate goals.
• Proven ability to provide technical support to end-users within the organization.
• Ability to determine, identify and troubleshoot technical problems relating to software and hardware.
• Ability to develop, execute and follow IT operational policies, standards and work instructions for customer support.
• Extensive knowledge of new and existing network systems and hardware and software.
• Strong ability to provide basic application and software guidance to the customers.
• Ability to perform product hardware, software and services evaluations and repair and replace hardware and software.
• Proven ability to collaborate with corporate IT groups for on-site support and technology resolutions.
• Ability to communicate technical solutions to non-technical users.
• Ability to configure, format and maintain PC desktops, laptops, peripheral devices, and associated software.
• Proven experience in problem resolution, customer relations and client satisfaction.
• Ability to work well under pressure, meeting deadlines and working excellent with a team or independently.

TECHNICAL SKILLS

• LAN/WAN Networks
• Core Hardware
• PC Imaging
• Call resolution skills Microsoft Software & Programs
• Windows XP, Vista, 2000, 7, 8, 10
• TCP/OSI Model
• Microsoft Office 2013 & Office 2016 RAID Technologies

PROFESSIONAL EXPERIENCE

PC SUPPORT TECHNICIAN

Confidential

Responsibilities:

• Installed, configured, and refreshed desktop and laptop PCs.
• Handled complex hardware maintenance on PC bases computers and peripherals.
• Installed and configured applications and operating system software, and also configured printers and peripherals.
• Used Active Directory and Group policy to give admin rights and user account privileges.
• Supported appropriate use of computer hardware and software for end-users.
• Performed PC software and hardware upgrades, and refreshed equipment and performed data migration to new machines.
• Consistently provided support for Microsoft desktops/laptops, servers and networks.
• Reimaged and refreshed laptops and desktops and transfer data accordingly.
• Troubleshooted and diagnosed problems in person, via telephone, and via email.
• Analyzed current user demands and make recommendations to the project manager.
• Worked in a fast-paced work environment and support remote end-users if required.
• Worked alone and in teams and performed follow through on tasks if required.

TECHNOLOGY FIELD TECHNICIAN

Confidential

Responsibilities:

• Responsible for all I.T. equipment within the Heavy-Duty Transmission and Heavy-Duty Engine lines.
• Monitored (AGVs) Automated Guided Vehicles for possible WLAN issues or other I.T. issues that may occur.
• Evaluated issues with S.U.I.S.A.M operating systems that control production counts.
• Managed all onsite installation, repair, maintenance and test tasks
• Cooperated with technical team and share information across the organisation.
• Consistently assisted all users with any logged IT related incident when called upon.
• Successfully created tickets for incidents that may interrupt production or involves WLAN drops.
• Worked alone and in teams and performed follow through on tasks if required.

DESKTOP TECHNICIAN

Confidential

Responsibilities:

• Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines.
• Accurately recorded, updated and documented requests using the IT service desk SNAP and Service Now ticketing system.
• Discovered desktop assets using SNAP and Service now ticketing system.
• Quarantined desktops for inventory procedures, and also created imaging on desktop for deployment to end users.
• Added applications from old desktop to new desktop by using the MDT program application if necessary.
• Used Remote desktop if needed for specific assignment, and also used Active Directory to configure new desktops.
• Called or emailed end users to setup time and date to install new desktops.
• Installed and configured new IT equipment at end user location, and also resolved incidents with printers, copiers and scanners.
• Assisted all end users with any logged IT related incident when called upon.
• Carried out problem analysis to implement temporary or permanent fixes with the aim of restoring service.

HELP DESK TECHNICIAN

Confidential

Responsibilities:

• Consistently provided phone support for non-technical store employees to install using install guide.
• Documented installation process, and tested equipment to ensure it is installed properly.
• Performed remote troubleshooting through diagnostic techniques and pertinent questions.
• Determined the best solution based on the issue and details provided by customers, and deployed IT hardware to retail stores.
• Disassembled and Reassembled IT Network equipment for Sears and Kmart IT test labs.