PC TECHNICIAN COMPUTER Resume

SUMMARY

Extensive background in Customer Service Customer Retention and an Experienced Help Desk Professional
Proven ability to meet client Technical needs and requirements
Persuasive with the ability to communicate effectively as in trouble shooting and problem solving
Strong background and experience in Web Hosting
Solid experience in the use of Active Directory
Ability to maximize resources to achieve customer satisfaction
Department of Defense Secret Security Clearance
Computer skills include Windows - UNIX/LINUX-VoIP-Oracle-Remedy-SCCM-TCP/IP & Networking HTML-Front Page-Dream Weaver-Citrix

PROFESSIONAL EXPERIENCE

PC TECHNICIAN COMPUTER

Confidential

Responsibilities:

UN-boxing, boxing and Staging HP and Dell computers to be imaged for windows XP and 7 Staged, migrated and deployed computers that were imaged for windows XP and 7 per clients specs Via SCCM
Monitoring staged computers for any issues like uninstalled software, Etc. Correcting any issues that may occur during the imaging process
Checking computers meet the QA standards provided before shipping
Responsible for the PC and network setup and configuration for the Navy, including the Naval Support Activity Yard, naval and marine bases in CONUS and OCONUS
Deploy and replace PCs, laptops and hardware for the bases

DESKTOP SUPPORT / DATA ENTRY TECHNICIAN

Confidential

Responsibilities:

Entered medical prescriptions for Doctors and patients via VAX
Updated patients information on prescription via Compass
Added doctor information to the data base via VAX
Updated doctor information to the data base via VAX

HELP DESK ANALYST / TECHNICAL SUPPORT

Confidential

Responsibilities:

Received incoming and made outbound calls and Self-service tickets from the Service Now ticketing system
Assisted users with connection, email, browsing and access issues to Local & VPN Networks
Account setup for users in Seibel, Accelerator, Solution Center, Oracle, Granite, Etc. using Active Directory and Web-Ex
Remote Trouble shooting for users in Seibel, Accelerator, Solution Center, Oracle, Granite, Etc. VIA SCCM or Web Ex
Answered technical questions for users in Seibel, Accelerator, Solution Center, Oracle, Granite, MS SCOM Etc., XML
Push Software out to user's computers upon request VIA SCCM or Web Ex
Assisted with Windows 7 upgrade and migration on all internal systems
Provided software and hardware support, Responsibilities included software installation, testing of software
Administrated/Configured Citrix/Windows Servers per clients’ specifications
Utilized Remedy Tracking system to track incidents, record troubleshooting techniques, and resolution of every ticket items. In addition,
Utilized Remedy in assigning tickets to the appropriate technical support personnel and in providing individual (technical staff) reports for performance reviews by the senior management
Performed escalation functions as assigned, which included answering telephone or written inquiries from customers, analyzing, recording, researching problems, and coordinating customer support requirements in Remedy
Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
Email address and distribution list creation and editing using Active Directory
Configure, troubleshoot, and maintain users’ laptops, desktops, peripherals, and network connections to and Confidential work sites

CUSTOMER SERVICE/SUPPORT SPECIALIST

Confidential

Responsibilities:

Received incoming and made outbound calls
Assisted customers with cell phone connections issues and general cell phone issues using various systems such as Citrix, Remedy, Etc.
Assisted customers with connection, email, browsing and cell phone app issues using various systems such as Citrix, Remedy, Etc.
Answered technical questions for customers and fellow team members
Accepted payments and answered billing questions for customers and fellow team members

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