OBJECTIVE

• Position as a Field Technician (Toledo, OH).

SUMMARY

• Bachelor’s Degree in Business Management (2007)
• 4+ years of IT Tier 1 and 2 Support: Windows environment
• Technical Troubleshooting skills.
• Experience with User Support via phone, remote session, and in - person.
• Physically able to move equipment up to and exceeding 50lbs.
• Sound understanding of Service Now and ticketing systems.
• Car and valid Driver’s License.
• Local to Toledo, OH.

PROFESSIONAL EXPERIENCE

Confidential

Field IT Technician

Responsibilities:

• Travelled to Client locations
• Troubleshooting: Point of Sale (POS) Systems and providing hardware replacement if required.
• Hardware replacement for POS Systems
• On-site customer service.

Confidential

Customer Engineer Tech - Field Tech

Responsibilities:

• Travelled to Client locations
• Troubleshooting: Point of Sale (POS) Systems and providing hardware replacement if required.
• Serviced and Maintained ATM Systems
• Hardware replacement for POS Systems and ATMs
• POS Re-imaging from network boot
• On-site customer service.

Confidential

IT Service Desk Analyst

Responsibilities:

• Troubleshooting Level 1 and 2 issues for internal employees
• Use of Service Desk ticketing system to track IT issues / document solutions
• First point of contact for internal employees and plant workers
• Troubleshooting: Smart Phones, Dell Laptops, Printers, and networking
• Assisted team as needed

Confidential

Marketing and Sales

Responsibilities:

• Travelled to different locations as appointed by employer.
• Booth set-up.
• Marketed to walk-in customers at location.
• Forwarded potential customer and business leads to Confidential Corporate.
• Communicated product benefits to customers.
• Provided demonstrations as needed.
• Product is considered high end, and classified as Medical I Device by Food and Drug Administration (FDA) of United States.
• Single Device retailed at over $2,000
• Sales execution; closing sale

Confidential, NY

IT Help Desk

Responsibilities:

• First point of contact for end-users (Tier 1)
• Windows 7 troubleshooting
• MS Outlook and MS Office troubleshooting
• Responsible for managing software licenses
• Responsible for all printing and scanning needs
• Troubleshooting hardware issues
• Active Directory; User Accounts and Group Policy
• Technical support for laptop crashes/ disaster recovery
• Smart phone set up and maintenance
• Networking Infrastructure Help and network troubleshooting.

Confidential, NY

IT Help Desk

Responsibilities:

• Support for 200+ end users
• Windows 7 troubleshooting
• Use of Emergency Medical Records software (GE’s EMR)
• Unlocking accounts on EMR for user’s who got locked out
• Support for CPR software for appointment scheduling
• Connected all current patients to patient portal after verifying patient’s information. Account creation for new patients. 700 + accounts created manually.
• Active Directory: Creation of user account
• Smart phone set ups and support
• Troubleshooting software
• Responsible for maintenance of all printers and scanners
• Assisted with set-up of “station” for imaging PCs
• Supported team as needed

Confidential

Business Development and Customer Service

Responsibilities:

• Developed relationships with clients via phone, email, chat, and in-person
• Sales via internet, phone, and in-person
• Ongoing customer and client support
• Basic knowledge of VOIP trading
• Knowledge of ASR and ACD
• Finding potential business in VOIP trade

Confidential

Accounts Receivables Assistant

Responsibilities:

• Sending invoices and following up with customers and clients for payment
• Kept detailed records on all customers and clients
• Resolved customer complaints and billing disputes
• Placing calls to customers that have past due account
• 45 wpm typing, familiarity with 10 key-stroke
• Strong communication skills, written and verbal
• QuickBooks Software
• Exposure with CRM software
• Microsoft Word (advanced), Microsoft Excel (intermediate)
• Telephone etiquette

Confidential, NY

IT Help Desk

Responsibilities:

• IT support for 500+ users between an IT team of three technicians.
• IT support for 15+ stores (POS systems)
• Windows XP troubleshooting
• IT Help Desk, All Tier 1, and Tier 2 solutions (Windows XP environment)
• Inventory for newly purchased equipment at storage location (done manually and then entered into excel file and put on shared folder for IT department)
• Reconnecting POS computers on Citrix Management Console to allow printing of receipts, if receipt printer stopped working.
• Active Directory/ Editing access for user
• Experience with PC and Laptop hardware
• Printer/scanner troubleshooting
• Network patching
• Use of Service Desk to track tickets
• MS Office Suite troubleshooting
• Lotus Notes installation and configuration. Editing and changing settings for ease of use and altering apps in desk space depending on user's needs.
• Uninstalling old anti-virus and installing Kaspersky Anti-Virus for our office. Project was done with Infrastructure manager. Some management of software was needed after installation (e.g. having anti-virus ignore certain files so it does not slow down PC).
• Ghost imaging from server, for new machines. Rebuilds for machines that were giving issues and had valid reason to be re-imaged.
• Management of folder rights. Shared folder access. Access based on user and department they work for.
• Maintenance of POS systems at stores.
• Reconnecting POS computers on Citrix Management Console to allow printing of receipts, if receipt printer stopped working.
• Troubleshooting hardware and software issues at store and office locations. Most work could be done remotely for other office locations (eg. San Francisco location)
• Blackberry set ups
• Weekend support coverage via phone and remote support for store locations.