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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.

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