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Customer Care Technician Resume Profile

QUALIFICATIONS

Seventeen years as a Computer Support Specialist with solid practical experience of technical support environments in manufacturing and education. Desktop computer and networking technician with great troubleshooting, problem resolution skills, and excellent customer service commitment. An experienced teacher with the ability to train staff and others on how to fix issues and understand material. A quick learner with a commitment to continued technical education and training. I am eager to continue in a challenging Information Technology career working in a network, computer support, computer training, or instructor role.

TECHNICAL SKILLS SUMMARY

Operating Systems Microsoft Windows: Server 2008, 2003, 2000, NT , Client Windows 7, 2000, XP, NT, 98, 95, DOS , Active Directory Novell Netware, Red Hat Linux, Mandrake, SuSE Linux, Mac OS 8-10

Network Infrastructure LAN: TCP/IP, DNS, WINS, DHCP, Bay Stack switches and hubs, VPN, Firewall DSL, Dial-up, network wiring, installation and punch down

Hardware Mainframe experience, IBM series PC desktops, laptops and servers, from Dell, Compaq, Gateway, Toshiba, HP and IBM Lenovo Network cabling experience, CAT6 6e, CISCO and Shoretel VOIP Phones

Applications Microsoft - Office Word, PowerPoint, Excel, Access , Outlook,

Programming Visio, Project, AS400- system 36 system 38, Peregrine, Lotus Notes, Symantec Ghost, Microsoft RIS, Altiris rdeploy, Spiceworks

WORK HISTORY

Confidential

Desktop Support Technician

  • Work trouble tickets, set up users and reload Dell laptops and desktops
  • Work with end users to resolve technical issues.
  • Install Windows 7 64 bit with Office 2007

Confidential

Customer Care Technician

  • Work trouble tickets, set up users and reload Dell laptops and desktops and Cisco VOIP Phones.
  • Work with end users to resolve technical issues.
  • Install Windows 7 - 32 and 64 bit with Office 2010, and XP via imaging process using Altiris.
  • Manage Intern to do daily tasks
  • Take care of Remote users in the field and in office 700

Confidential

Adjunct Instructor, Continuing Education and KTOS

Teach classes in PC hardware and LAN for A Certification. Teach A Certification, Network and Security and Health Information Systems for Continuing Education as well as corporate training for KTOS center.

Confidential

Technical Analyst

  • Use help desk software and tickets to work on PC issues in office
  • Client PC setup on call floors and support them via remote control software
  • Imaging of PCs using Symantec Ghost and Sysprep utilities to build and image PC's
  • Assist administrative end-users and fix PC related hardware and software issues
  • Use Windows SUS and Symantec SAV to administrate virus software enterprise-wide
  • Work on projects such as datacenter and documentation of programs
  • Set up MAC computers for end users

Confidential

Level 2 Desk side Support technician

  • Use help desk software and tickets to work on PC issues in factory
  • Set up and implement PC Leasing for plant.
  • Take care of end-users and fix PC related hardware and software issues.

Confidential

PC LAN MAC Student Network Technician

  • Backed up system, erased and initialized tapes on Sys/36, PC rebuilding, setting up PC's. Extensive PC, LAN hardware, wiring experience and knowledge attained.
  • Building servers and workstations, student network IP addressing, cabling new buildings.
  • Imaging maintenance built images for labs using Microsoft RIS and Sysprep
  • Maintain MAC lab for art department

Confidential

PC LAN MAC Support Group, PC Technician

  • Rebuild PC's, set up PC's, configure network settings, set up printers, Data Collection PC's.
  • Mainframe Operator Programmer. Utilized IBM SYSTEM/38-B, SYSTEM/36, IBM4381 Mainframe, S/390 Mainframe
  • UNIX with Novell/ARC serve database.
  • Incorporated tape backups, job submissions, general operations on VSE/DOS operating system.
  • Trained on MVS operating system.

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