SUMMARY

A dynamic/creative customer and technology driven employee who keeps up to speed on the latest computer and technology trends that is ready to expand his help desk and computer technician skills into the next level within the computer technologies industry.

Newly Acquired Skills from Wi Pro position at Mercy locations

• Reimaging of HP/Compaq and Dell laptop and desktop computers using imaging software GImageX V2
• Windows 7 Migration from Windows XP for hospital wide system upgrade on all systems
• Server migration of user files and settings over to new system and troubleshoot of any issues that arise after upgrade to Windows 7
• Desktop OS Upgrade
• Troubleshooting of Outlook 2010 including Enterprise server issues with Outlook
• Multiple location inventory of all computers and laptops to provide Microsoft team lead a clear spreadsheet map of all systems to be upgraded and when.

COMPUTER SKILLS

• Macintosh OS X including support of MacBook Pro, iPad Air and iPod touch performed on freelance at home basis
• Help Desk Level 1 and 2 Escalated phone and email support performed at Wells Fargo password reset division, EDS Nextel Blackberry Support, Sears Holdings and Wi Pro/Catholic Health Initiatives
• Computer Desktop Technician Work Level 1 and 2 performed at Wi Pro/Catholic Health Initiatives and Sears Holdings
• Currently studying for A Certification
• Microsoft Office Suite 2007 and 2010 Basic Support gained experienced at EDS, Sears Holdings and self taught at home
• Seasoned re imager of PC's reinstalling and upgrading operating systems from Windows XP to Windows 7 performed at Wi Pro/Catholic Health Initiatives and Sears Holdings
• Motherboard, hard drive, monitor and video card replacement self taught at home and gained experienced at Wi Pro/Catholic Health Initiatives
• Microsoft Windows XP, Vista and 7 Basic/Intermediate Support gained experience at Wi Pro/Catholic Health Initiatives and Sears Holdings
• Setup and security of home wireless networks including cisco routers and DSL modems self taught while performed at home and for freelance clients
• Wireless network and security setups of home theater devices and game systems self taught while performed at home and for freelance clients and Wi Pro/Catholic Health Initiatives
• Antivirus setup and maintenance for windows desktops, laptops and Apple devices self taught while performed at home and for freelance clients and Wi Pro/Catholic Health Initiatives
• Intermediate support of Android smartphone devices and early versions of the Apple iPhone self taught while performed at home and for freelance clients and EDS
• Trained new email associates on basics of email department, most efficient ways to perform the job with my personally written steps including procedures and customer resolution performed at Sears Holdings
• Able to quickly navigate and use companies internal information databases to provide the fastest resolution to any customer or employee at EDS, Sears and Super Target

WORK HISTORY

CONFIDENTAIL

Desktop Support

• Performed entire operating system migration for all Mercy computers from Windows XP to Windows 7
• Reimaged Mercy computers using reimaging software and laptops as needed before performing operating system upgrade
• Supported all Level 2 tickets and questions regarding issues once the computer had been upgraded to Windows 7 including printer and application support of Mercy internal software
• Worked on small migration team that supported each other with learning and questions and concerns

CONFIDENTAIL

• Provide order and technical support for all customer and employee orders through all Sears Holdings websites Sears.com, Kmart.com, Searsoutlet.com, tgi.com,etc
• Provided occasional reimage support of my work PC and co workers PC's
• Usage of Windows XP and Windows 7 system to help provide resolution to customers escalated email concern.
• Utilized internal information databases exclusive to Sears to assist employees and customers to provide the fastest resolution
• Created new processes and procedures for internal email department to improve customer experience and satisfaction levels and resolution speed
• Troubleshooting of browser issues in Internet Explorer, Chrome, and Windows XP

CONFIDENTAIL

• Provided exceptional Level 2 tech support on all 3 models of Nextel Blackberry Smart Phones
• Gather customers' information and determine problem then use all available tools to fully assist customer in 100 first call resolution.
• Troubleshooting of basic Windows XP issues at my workstation and co workers PC's

CONFIDENTAIL

• Provide spectacular film and digital prints for all guests, troubleshoot and diagnose
• Technical support of all Kodak photo lab machine and kiosk issues, to print efficiently, accurately, and promptly
• Consistently received praise from guests for outstanding photo lab service

CONFIDENTAIL

• Incoming calls for all Wells Fargo employees and managers that needed basic level computer password or support assistance.
• Quickly navigated internal Wells Fargo database and chat system to reset password or fix the employee or managers computer remotely
• Tracked all Level 1 help tickets through email and escalated to senior level department when initial technical support steps were unable to resolve their concerns.

CONFIDENTAIL

• Write online technical listings for auctioned items to be optimized for search engine and quick eBay sale.
• Usage of Windows PC and Microsoft Office to write professional listings that would entice customers and showcase the product to be sold through words and images.