Senior Service Technician Resume
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Hamilton, OhiO
PROFILE:
- More than 25 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem - solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.
- Possess solid computer skills.
- Excellent working knowledge of Microsoft Office Suites.
- Ability to train, motivate, and supervise customer service employees.
- A team player, acknowledged as “Total Quality Customer Service Professional.”
- Desktop support specialist for hardware and software.
- Printer support for HP, Lexmark, Canon, Ricoh
- Dell, Lenovo laptop and desktop maintenance and configuration
- Active directory administration of user accounts
- Network equipment installation and maintenance for HP and Dell
- Antivirus maintenance with Symantec, AVG
- Endpoint encryption installation, maintenance and RSA token administration
- PC Anywhere, Citrix Remote Desktop and Terminal Server remote solutions
- Microsoft Office suite support from 2003 to 2010, Windows XP, and Win - 7
- Imaging and reimaging systems with Symantec Ghost via CD and network utilities.
EXPERIENCE:
Confidential, Hamilton, Ohio
Senior Service Technician
Responsibilities:
- Resolution of SBD customers with 2 and 4 hour SLA’s.
- Predominantly work in various data centers in the metropolitan and tri state area.
- Installation of and maintenance of Dell servers, Cisco routers, Quantum tape and HDD backup systems.
Confidential, Mason, Ohio
Senior Customer Service Technician
Responsibilities:
- Responded to user requests for hardware and software support such as MS Office applications and unique customer applications.
- Prepared equipment for installation and decommissioning as needed.
- Received customer’s recognition and appreciation for work done during their office remodeling project.
Confidential
Help Desk Agent
Responsibilities:
- Used strong customer service skills to resolve issues arriving via telephone.
- Escalated those issues that were out of scope of my level.
- Made detailed notes of user problems, symptoms and inquiring as to history of problems.
- Supported digital and analog Avaya phones addressing issues such as password and voicemail resets.
- Supported thin clients and remote VPN issues for users.
- Consistently met or exceeded number of 1st call closures required.
Confidential
Field Engineer
Responsibilities:
- Maintenance and installations for Confidential ’s’ customers.
- Scope of work includes POS equipment, Dell desktops & Laptops, HP and Lexmark printers.
Confidential
Senior Field Engineer
Responsibilities:
- Installation and break fix services for local clients.
- Services include POS, desktop, laptop and server equipment.
- Installation and reinstallation of XP operating systems using web enabled imaging at Confidential ’s MCCS location as well as server support.
Confidential, Cincinnati, Ohio
Senior Technical Specialist
Responsibilities:
- Installation and maintenance for companies contracted customers including restaurants, retail and governmental clients.
- Work includes wide variety of printers, IBM servers, POS, laptop and desktop systems.
Confidential, Charleston, West Virginia
Manager Field Service
Responsibilities:
- Managed daily operation of the service department throughout the state of West Virginia.
- Monitored service technician s efficiency and productivity.
- Worked closely with sales department to increase revenue and market share.
- Established training schedules and maintained standards and operations for my district.
- Raised performance levels of technicians to highest within corporate service division.
- Received Most Improved service award for my district.