SUMMARY:

• 17+ years of Hardware and Software Support.
• 20+ years of Customer Service Support.
• Broad knowledge in troubleshooting Windows and Apple OS issues.
• Worked on multiple devices Windows, Apple and Chromebook Laptops, Desktops, Tablets and Phones.
• Identified and resolved multiple business and educational software issues including MS Office Suites, Citrix, and Apple.
• General knowledge of networking issues.
• Certifications completed CompTIA A+, HDI Customer Service Rep, 3 years Apple Hardware - Software.
• Creating end user instructional materials and one-on-one training.
• Repair and support deskjets, laserjets and multifunctional printers like HP, Toshiba, Ricoh and Xerox.
• Hands on Field Technician for several offsite locations encompassing up to 25 miles travel.
• Maintain support for over 5,000 devices.
• Call-Center Service Desk using Remote access programs.

PROFESSIONAL EXPERIENCE:

Confidential, Richmond VA

Help Desk Support Technician (Call Center Service Desk)

Responsibilities:

• First line contact for desktop, software, and online technology issues through phone, email, or remote access.
• Analyze and resolve specific technical issues based on the information received.
• Support Windows 98 to Windows 10 and Macintosh/Apple platforms from 9.0 to current OS 10.
• Advised users how to work through issues either over the phone, remotely, through training materials or email.
• Research and Investigate trouble shooting techniques for knowledge based documentation purposes.
• Escalate software, hardware, and network issues to site technicians if issues cannot be resolved over the phone or remotely.
• Maintain documentation in ticket reporting system.
• Creation of several Standards of Operation Procedure documentation and “how to” instructional policies.
• Contact customers for follow-ups and updates to maintain proper customer service practices.

Confidential, Louisa VA

Technician

Responsibilities:

• First-line technical support for all level of end users either remotely or on-site.
• Supported Dell, HP, Lenovo, Apple laptops, desktops, tablets, and smart phones including BYOD.
• Create main system image then deployment process through ghosting, cloning, or Windows deployment.
• Maintain technical request within an online work order system Schooldude and Zenworks.
• Configure and troubleshoot internet connectivity issues.
• Setup end user business phone VOIP/network phone systems.
• Troubleshoot issues with projectors, Smart Board and Active Board and printers.
• Basic knowledge with Active Directory creating OU accounts, groups, setting up printers for groups, and basic policy.
• Troubleshooting issues with Microsoft Office, Adobe, Google docs
• Successful completion of CompTIA A+ certification.

Confidential, Henrico VA

Technology Service Technician II

Responsibilities:

• Daily operations of running a Help Desk Support Center for a middle school.
• Oversee school wide distribution of student laptops in accordance with one to one initiative.
• Worked closely with students, staff, and administration including instructional and training.
• Responsible for trouble shooting hardware and software issues quickly and efficiently.
• Installation of educational software on individual workstations.
• When necessary, retrieve and backup student and staff data.
• Configure and troubleshoot internet connectivity issues.
• Monitor, document, and process unauthorized use of equipment and network resources.
• Engage in preventative measures such as identifying computer viruses and malware.
• Maintain support for network and local printers.

Confidential, Burlington NC

Computer Technician II

Responsibilities:

• 3 years hardware and software Apple Certified.
• Hardware support for Dell, IBM/Lenovo and Apple desktops and laptops.
• Resolve operational issues with Adobe, MS Office, Macintosh Applications, and curriculum software.
• Maintain support for business and specialized curriculum labs, CTE, Life Skills, BC21 and other specialized software.
• Troubleshoot network issues assign and setup IP addresses for printers, labs, and computers.
• Oversee imaging, assignment/collection, and support for staff laptops.
• Specialized equipment like Toshiba Multipurpose network printers, SmartBoards and Activboards.
• Spear-headed projects involving warranty issues thereby saving the school system thousands of dollars in replacement cost.
• Develop operational training materials for staff and students.

Confidential, Burlington NC

Processing Clerk, Office Support

Responsibilities:

• Process permits for soil and water evaluations under state and county building codes.
• Maintain database for licensing and certification permits under supervision of environment engineers.
• Office support for department manager, surveying engineers and supervisor.

Confidential, Chapel Hill NC

Computer Technician I

Responsibilities:

• Assist Technology Specialist in day to day support of staff and student desktops and laptops.
• Diagnosis and troubleshoot hardware and software issues.
• Implementation and resolution of state-wide student database system NCWISE
• Contribute to developing end user training for software, hardware and preventative practices.
• Citrix Client/Connect 2 School remote access to district software and data resources
• General troubleshooting knowledge of Windows 98, 2K, XP and OS 9-OX10.
• Diagnosis basic networking and printer problems.