Senior Technician Resume Profile

Confidential

Confidential

Billing Agent

Answered customer service phone calls
Educated customers on billing inquiries
Educated customers on account issues
Educated customers on product usage
Educated customers on shipping time frames
Fixed account issues
Processed credit card payments
Processed credits on accounts
Cancelled accounts
De-escalated upset customers
Retained customer accounts
Processed returns within company guidelines and issue credits on returns properly
Processed write-ins from customers
Educated other agents on program usage, company policies, processing media and returns
Fixed computer / networking issues for agents and supervisors

Confidential

Senior Technician

Hardware support and upgrades
Software support and upgrades installation of Operating systems, applications and drivers
Network support wired, wireless and server application
Printer Support
Home User and Small Business Support
Removal of computer viruses
New equipment setup

Confidential

Remote Help Desk Technician

Diagnosed and corrected computer crashes
Diagnosed, corrected and configured network issues
Configured 3rd party email software Outlook, Thunderbird and Eudora
Diagnosed and removed computer viruses
Configured products such as MP3 players, gaming consoles and digital cameras.
Assisted connecting new equipment
Troubleshooting operating systems issue
Configured and diagnosed wireless networking for desktops, laptops and non-Verizon broadband routers
Preformed comprehensive computer tune ups
Configured port forwarding for Xbox, Playstation, many gaming systems

Confidential

Technician

Confidential

IT Help Desk Technician

Assisted users within the Aviva USA five region domains with software, hardware, networking, security access, printing, faxing, phone, and email issues
Visited with other IT departments to find solutions for corporate issues
Implemented upgrades within the network: hardware, software, and phone.
Monitored Mainframe and AS400 batch jobs.
Assisted employees with security access and program installs
Assisted users with program usage: Ingenium, FASAT, Microsoft Office Suite word, excel, Visio, PowerPoint, Outlook , RightFax, VMware, Net meeting, JD Edwards, AWD, Input Accel, A2K, citrix and various other accounting applications.

Confidential

Student Help Desk Technician

Assisted computer users via phone, email or in person with software and hardware issues.
Visited with co-workers or Institutional Computing staff to research or assign problem and find solution, if necessary.
Coordinated meetings within the IT team for problem research and resolution.
Assigned unresolved issues to appropriate team members for speedy resolution.
Logged all calls/problems into call logging system.
Performed other work-related duties or special projects as needed.