SUMMARY

• 8+ years of experience with Desktop Support/Help Desk Support Technician (Level I & II).
• 8+ years of experience performing hands - on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• 8+ years of experience recording, tracking and documenting the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• 8+ years of experience supporting desktop, laptop, printer, PDA, telephone and other end-user hardware, operating systems, and software.
• 8+ years of experience developing and updating detailed documentation on hardware and software configurations, deployment processes, packaging procedures and problem resolutions.
• 8+ years of experience performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• My experience and background allows me to not only transact with any company smoothly but to hit the ground running with very little or no training time at all.
• Very good at using creative (Out of the Box) and (Big Picture) thinking to accomplish all given tasks and challenges in a timely and professional manner.
• A team-oriented problem solver with excellent analytical, interpersonal, planning, and coordination skills; a high degree of initiative and ability to work independently and follow-through on assignments.
• Strong aptitude and ability to come up with “New Concepts” and “Innovative Strategies” to successfully complete given projects.
• Ability to work with all levels of the corporate structure and organization including upper and C-level management.
• Solid understanding of business protocols, project principles and concepts.
• Strong customer-service focus combined with business acumen. Firm believer in “leading by example” to my peers and colleagues. Adept at working on multiple complex projects and prioritizing deliverables to meet aggressive deadlines; interacting with various levels of management; and establishing and maintaining on-going business relationships.
• Results-driven leader” adept at creating the vision and "getting the job done".
• Great team leader as well as a great team player.

PROFESSIONAL EXPERIENCE

Confidential

Senior Computer Technician

Responsibilities:

• Diagnosed computer problems and provided resolutions.
• Provided support for PC hardware/software, network connectivity and mobile devices.
• Setup new pc's and/or equipment like printers, monitors, peripherals, etc.
• Supported software including computer utility programs, desktop management, antivirus and other desktop maintenance and troubleshooting software.
• Resolved connectivity issues, setup small networks, diagnosed printer issues, computer installation, configuration, troubleshooting, etc.
• Provided support for accessing software updates, drivers and knowledge bases to aid in problem resolution.
• Provided technical support and enhancements for enterprise critical business systems, LAN/WAN infrastructure, web sites and desktop environment.
• Solid knowledge of Microsoft applications and systems with hands-on experience installing, maintaining, enhancing and upgrading such applications.
• Coordinated multiple projects simultaneously, managed time and resources to ensure work was completed efficiently and within established timeframes.
• Professional technical and customer service skills to assure the efficient, effective and consistent delivery of high quality services.
• Minimized data lost and some data recovery, backing up systems info as well.

Confidential

Technical Support Specialist

Responsibilities:

• Responsible for providing telephone/email/chat and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.), and software.
• Answered questions about installation, operation, configuration, customization, and usage of assigned products.
• Verified warranty entitlement.
• Applied diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
• Documented problems in the support solution database for diagnostics and solution implementation
• Responded to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone.
• Assisted customers by diagnosing problems and providing resolutions for technical and service issues.
• Used troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
• Advised/educated customers within procedural guidelines to ensure a complete solution to their technical or service questions.
• Identified and provides input on unique or recurring customer problems.
• Remained knowledgeable of Confidential 's product line, current industry products and technologies.
• Focused on delivering a positive customer experience according to Confidential standards.
• Monitored and tracked issues to ensure accurate resolution.

Confidential

Service Technician

Responsibilities:

• Water treatment and testing on cooling towers.
• Also included water testing.
• Remote monitoring network setup and connectivity analyst.
• Customer service.
• Data and Record keeping.

Confidential

Computer Technician

Responsibilities:

• Provided high level technical support, including identification, resolution and escalation of software and hardware peripheral for ever changing client base.
• Provided written documentation on problems reported and resolutions.
• Delivered a superior level of attention and care to all customers.
• Answered and handled customer’s complaints.
• Ensured that users can log onto the network-connectivity for laptops and desktops.
• Background specifically includes skills in operating systems support (Windows 95, NT, 2000, XP, Vista) and software, along with broad and proven support experience with hardware (printers, desktops, laptops, PDA’s, scanners, telephones)
• Analyzed, designed, tested, and evaluated network systems, such as local area networks (LAN), Internet, intranet, and other data communications systems.
• Installed PC operating systems and software updates.
• Lead all effort for troubleshooting and repairing PC printers.
• Fixed minor PC problems by maintaining a small inventory of parts.
• Responsible for end-user hardware and software support (Windows 95, 98, NT, 2000, XP, MS Office).
• Install personal computers and other devices including unpacking, testing, installing workstations and establishing correct operations.
• Installation, configuration, and troubleshooting of a dynamic set of software applications used on all desktop equipment.
• As a technical support agent I provided technical support for hardware and software problems encountered by users.