Targeting Opportunity: Desktop / Network Support Technician:

• Experience desktop and technical support technician offering a strong background in IT combined with excellent customer service experience as a helpdesk end user support team member.
• Consistently recognized for high technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.
• Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

Education:

B. S. Health Information Management l

Technology Summary:

Certifications:

A+, Dell Certified Systems Engineer (DCSE)

Systems:

Windows 9X/NT/2000/XP/2K3,Vista, Novell NetWare, Mac OS

Software:

MS Office, Lotus Notes, Citrix, Meditech, VM Ware, Ubuntu-Linux

IT Experience:

Confidential,Atlanta, GA

• Laptop / PC Repair Field Technician, (12/2009 to Present) Responsible for repair and troubleshooting of PC and technical issues for Dell customers in the Atlanta, GA territory. Engage and track issues while responding to dispatched calls from Dell and customers in a timely fashion. Document and escalate (if appropriate) resolution and closure of trouble tickets.

Selected Contributions:

• Respond to dispatched calls across Atlanta, GA territory for repair and PC assistance
• Systematically and consistently close open tickets by successfully repairing and troubleshooting Dell customer, Laptop\\PC issues
• Successful repair and/or replacement for motherboards, power supplies, hard drives, CPUs, LCD display screens and keyboards. Increase customer’s Random Access Memory (RAM) upon request as well testing and configuring of all software in the Windows environment
• 100% resolution rate
• Consistently meet high service standards

Confidential,Atlanta, GA

• Desktop Support Technician (6/2008 to 1/2009) Assisted hospital nurses, physicians and administrative support staff by troubleshooting hospital PC issues that housed patient data. Deployed new laptops, pc, printers and monitors for staff as needed. Engaged in end user open ticket response and remedy for break fix issues such as replacement of hard drives, motherboards, RAM sticks, while implementing and adhering to IT policies and procedures. Responsible for reimaging laptop and desktop computers with Microsoft XP and Vista operating system and applications using Symantec Ghost, and supporting wireless and wired networks (LAN\\WAN) to ensure optimal network uptime to 99%, Responded to customer requests for service via phone, email or IT walk up station.

Selected Contributions and Awards:

• Preventative maintenance checks on all hospital PC equipment running Windows XP and Vista and printers such as HP series 4000 network printers and print servers
• Awarded for excellent customer support and technical assistance (2 accommodations)
• 100% resolution rate to customer PC issues
• Consistently meet high service standards

Confidential,Atlanta, GA

• Desktop Support Technician (3/2008 to 4/2008) Assisted hospital staff by troubleshooting hospital PC issues that housed patient data. Deployed new laptops, pc, printers and monitors for staff as needed. Engaged in end user open ticket response and remedy while implementing and adhering to IT policies and procedures. Responsible for reimaging laptop and desktop computers with Microsoft XP operating system and applications using Symantec ghost, support of Cisco routers as well as wireless access points. Responded to customer requests for service via phone, email or IT walk up station.

Selected Contributions:

• 100% resolution rate to customer PC issues
• High customer service

Confidential, Baltimore, MD

• Desktop Support Technician (6/2006 to 10/2007) Served as a member of the technical support staff and assisted in maintaining an operating environment for infrastructure platforms that included Windows XP and Cisco routers. Supported end users with troubleshooting PC and technical issues, monitored production batch and real time environments for LAN\\WAN outages and/or issues and application errors.

Selected Contributions:

• Created detailed trouble tickets on all computer hardware, software, network and clinical applications
• Updated on-call contacts and provided documentation in an accurate and timely manner based on IT policies and procedures
• Participated in problem resolution and contributed to IT project management tasks
• Consistently followed and documented proper escalation procedures which contributed to the IT team success
• High customer service focus

Confidential,Baltimore, MD

• Computer / Network Technician (3/2005 to 6/2006) Independent contractor that assisted large and mid-sized corporations with the installation, configuration and maintenance of PCs running windows XP, networking equipment such as Cisco LAN\\WAN routers, wireless access points and network operating systems, lcd setup and configuration,

Contracted Employers / Corporations:

• Verizon
• Target
• Zurich
• CompUSA
• Dell Computers
• Home Depot

Confidential,Baltimore, MD

• Help Desk Support Technician (12/2003 to 3/2005) Assisted hospital staff with user support for nurses, physicians and administrative staff requiring technical assistance (on-site or remotely). Troubleshoot end user problems with Microsoft XP operating system and deployed software and critical patches.

Selected Contributions:

• Assisted with planning, design, research and acquisition of new or upgraded hardware and software systems.
• High customer service oriented and focused
• High resolution rate for end user issues and tickets
• Consistently followed standard help desk operating procedures and recommended additional procedures for efficiency