Desktop Support, Technician Resume

Title
Desktop Support, Technician

Primary Skills
Desktop Support, Technician

Location
US-FL-Jacksonville

Posted
May-02-09

Objective:
Professional with over 18 years in the information technology industry looking for an opportunity to utilize my strong troubleshooting, communication, and organizational skills to achieve professional and personal goals.


Professional Experience:
2009 - Present The Garrett Sayer Group, LLC (contract position at Select Portfolio Servicing)
(Company that specializes in providing opportunities for information technology individuals)
PC Hardware Technician
• Understand relevant operating systems and how to configure systems.
• Cleaning computer hardware according to manufacturers' specifications.
• Monitoring computer hardware performance and diagnosing problems.
• Upgrading computers through the addition of new hardware, such as additional RAM or a new disk drive.
• Setting up new configurations of equipment for temporary activities such as software testing and Outlook.
• Adjusting, repairing, and replacing worn or defective parts.
• Performing testing of equipment that has been repaired, prior to returning the equipment to the user.
2008 - 2009 TEK Systems (contract position at Merrill Lynch) Jacksonville, FL (Consulting company specializing in providing opportunities for information technology individuals)
Desktop Support
• Technician for Merrill Lynch monitoring and supporting users serviced by Call Center Desktop Support Jacksonville.
• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Log and track calls using problem management database, and maintain history records and related problem documentation. Prepare standard statistical reports, such as help desk incident reports.
• Provide support for remote call center users.
• Build and deployment of call center workstations.

2004 -- Present Federal Express Jacksonville, FL
(Provides transportation, e-commerce, and business and information services worldwide)
International Specialist
• Verify documentation required by U.S. customs.
• Process appropriate paperwork for shipment of packages
• Contact customers with inaccurate shipping documentation and advise of the correct procedure and paperwork

2007 -- 2007 A.I.M. Consulting Group, Inc. Jacksonville, FL
(Contract consulting position focused on initial release of the Florida's Department of Children and Family Services (DCF) customized Statewide Automated Child Welfare Information System (SACWIS) software application.)
CGI Onsite Support Consultant
• Completed several weeks of intensive application background and functionality training to prepare for onsite, end-user application support for the implementation of the Florida Safe Family Network (FSFN) application.
• Utilized business process analysis and subject matter understanding to help customize reference materials to be used during the four-week, onsite implementation support period.
• Facilitated go-live activities and training issues as needed during implementation, providing troubleshooting and direction to end user audience with job descriptions that included case manager, data analyst, security representative, software training manager, office administrator, program director, and IT support.

2002 -- 2006 CopyFax Inc., Jacksonville, FL
(Wholesales office equipment; computer and office machine maintenance and repair services; wholesales electronic parts and equipment)
Connected Office Solutions Specialist
• Certified on RICOH COLOR, Hewlett Packard products and FIERY print controllers.
• Troubleshot, installed, upgraded and maintained networked and stand-alone color printers, copiers and fax machines.
• On-site post-sale installation, maintenance, and repair of company products and systems, including hardware, software, and networking products
• Maintained a minimal call back rate on services rendered.
• Maintained current technical knowledge, certifications, and expertise on all product enhancements, technology changes, and new product introductions by attending continuing education courses offered by the employer with a 90% accuracy rate. Continuing education required travel to Manufacturers Corporate offices.
• Maintained and managed a “car stock” inventory.
• Ensured a high level of customer satisfaction by advising customers on preventative maintenance procedures.
• Provided onsite product training to peers.
• Utilized in a leadership type role for current and upcoming special projects.
• Provided sales staff with potential customers generating revenue and sales commissions.

2001 -- 2002 Winn Dixie Retail Support Center Jacksonville, FL
(Distribution and Retail Support Center)
Desktop Support Specialist
• Utilized UNIX based language and (TelNet) applications to access servers, controllers and workstations.
• Troubleshot Web based TCP/IP, LAN and WAN related problems.
• Supported Microsoft client applications within a WINDOWS NT environment via dial-in real time applications.
• Hardware and software support for network printers, monitors, modems, routers and switches.

1999 -- 2001 AT&T Broadband, (formerly MediaOne), Jacksonville, FL
(Commerce and broadcasting company. The firm's cable division has more than 21 million subscribers and is the largest such provider. Comcast Cable brings in 95% of revenues and offers cable TV, high-speed Internet, and digital phone services. Comcast also has programming interests such as the Outdoor Life Network and majority stakes in E! Entertainment Television and Comcast SportsNet)
Cable TV Converter Tech
• Troubleshoot and processed converters in preparation for issue to the customers.
• Checked for weak or fluctuating RF band frequencies.
• Installed and/or upgraded related software.
Customer Care Professional/Sales
• Handled inbound sales inquiries, met sales quotas and resolved customer service issues.



1995 -- 1999 Wellspring Resources Jacksonville, FL
(Finance and Benefits delivery firm)
Sr. Call Center Support Specialist
• Utilized CMS (Call Management System) and/or TCS (TeleCenter Software) software to manage call flow, generate schedule and staffing needs based on forecasted and/or historical data.
• Agent ACD gating and administration to accommodate fluctuating call flow.
• Generated call center operations and statistics reports to upper management for review.
• Submitted service requests to the IT department to setup new on-line agents.
• Tracked agent schedule adherences. Provided feedback to agents.
• Maintained and inventoried phone equipment.
Customer Service Coach
• Monitored on-line customer service representatives, provided feedback, evaluate d and tracked performance, recognized improvements and made recommendations for achieving performance goals.
• Recognized and coordinated training for service representatives as needed.
Program/Software Implementation and Testing Analyst
• Participated in the testing of proprietary NT based programs developed for clients.
• Provided training for Analyst on the usage of these new programs.
• Analyzed batch data and track error reconciliation between Wellspring and client databases.


Education:
1989 -- 1990 Florida Technical College Jacksonville, FL
• Computer Science & Electronics

Certifications:
• Certified in Computer Science and Electronics
• All Digital Color products certified
• Hewlett Packard certified

Software:
• BMC Remedy, Siebel, Thompson One, Dameware, Microsoft Office 97-2007, Veritas Backup Exec, Symantec Ghost and Antivirus, TCP/IP, WINS, DHCP, DNS, Web browser, FTP, and E-Mail clients, WinTerminals, Microsoft Exchanged, Windows, NT, UNIX, TelNet, CMS, TCS, Novell, Fiery print manager, Webmaster, and DOS.

Hardware:
• Wiring/Cabling, Scanners, Copiers, Printers, Ricoh monochrome and color products, HP monochrome and color products, Fax machines, PDA's, USB devices, Fire-wire, Compaq, GX Series Desktops, HP DC7600 Workstation, HP DC6400 and DV8000 Notebook and Docking Station, HP Pavilion, Dell Potpie, HP LCD, Dell LCD, and NEC LCD Monitors, Belk in UPS and KVM switches, Data ax 4203E, IBM, Dell, Gateway, clones, Outlook, and Fiery controllers.

Languages:

• Fluent in English & Spanish

References available upon request

Certifications
Certified in Computer Science and Electronics
All Digital Color products certified
Hewlett Packard certified


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