Technical Services Agent Resume

SUMMARY:

IT Helpdesk and Technical Support Technician with over 10 years’ experience.
Troubleshot hardware and software issues over the phone, via e - mail, and by remote access.
Has the technical expertise in the installation and support of PC’s, Networking, and Peripherals
Supported Windows Primary Offices. Also able to support Basic Mac issues
Migrated computers from Windows 7/8.1 to Windows 10
Re-imaged computers with new OS and software.

CORE COMPENTENCIES:

Windows 7, 8.1, 10

Windows XP

Windows Server 2000, Server 2003

Linux Fedora Core 20

Mac OS-X 10.4.11

All Popular Web Browsers

Various Anti-Virus Suites

VMWare

Microsoft Office

TCP/IP

VPN

Backup Solutions

Remote User Support

Wireless Connectivity

Remote Access

PROFESSIONAL EXPERIENCE:

Confidential

Technical Services Agent

Responsibilities:

Diagnose errors, Build and repair computers, including OS installs and upgrades.
Perform Data Transfers and Recovery.
Refill printer ink cartridges.

Confidential

Lead Technical Contractor

Responsibilities:

Replace existing monitors with new 24” monitors.
Adjust tension on Ergotron ‘Sit-Stand’ Single and Dual Mounts.

Confidential

Senior Technical Contractor

Responsibilities:

Configured Training computers with appropriate software.
Re-imaged computers with new OS and software.
Backed-up and migrated data to new computers.
Deployed new computers and printers.
Installed Server SAN-HBA Upgrades.
Performed full inventory of all data center assets.
Identified assets by Name, Asset Tag and Serial Number.
Entered into DCMS by Cabinet and location.
Verified power redundancy in preparation for PDU redundancy upgrade.
Identified all computers and printers by Make, Model, Serial Number and Asset Number.
Swapped out Hard Drives on selected computers.
During first boot, provided Computer Name based on Asset Number.
Set up primary eMAR server and multiple eMAR laptops on Med and Treatment Carts.
Migrated Computer and Server data to new unit.
Upgraded Stores to new networked Label, Invoice and local access Check Scanning Printers.
Installed new Ethernet cable and power supplies.
Configured printers, and switches as needed.
Was requested for and upgraded 10 additional outlying stores.
Inventoried all required components.
Racked and cabled additional switches.
Installed new Ethernet cabling as needed.
Installed Primary and Secondary Servers, Terminals, Printers and Cash drawers.
Inventory, unpack and assemble 4 new POS systems.
After end of day, remove existing system and replace with new units.
Verify everything operational and apply updates as needed.
In second location, swap out POS hard-drives with an updated drive.
Designed as a 2 person job. Assistant did not show. Completed without assistance.

Confidential

Technical Contractor

Responsibilities:

Racked Servers, Switches and related equipment.
Labeled and Cabled Racked Systems.
Installed Server and Switch Upgrades as needed.

Confidential

Technical Contractor

Responsibilities:

Installed and configured new printers in designated location.
Verified Serial & Asset Numbers on both new and removed Printer.
Uninstalled and Sanitized existing printer, removing all confidential information.

Confidential

Technical Support

Responsibilities:

Called and upgrade clients to newest version of software v5.310.
Advised upgrade is a patch for bugs discovered in just released update v5.

Confidential

Enterprise Helpdesk

Responsibilities:

Provided Phone Support to Corporate and Store and Supply personal.
Reset E-mail and Global Passwords.
Reset Network Passwords with Active Directory.
Diagnose and configure store and network computers via remote access.
Direct users through proper use of software.

Confidential

Technical Support

Responsibilities:

Provided Technical Support during two consecutive Tax Seasons.
Provided phone and remote support setting up and using Professional Income Tax Software.
Troubleshot and directed customers on proper installation of required hardware.

Confidential

Technical Support

Responsibilities:

Provided Tier II technical support for Rhapsody, RealPlayer, and RealArcade.
Troubleshot hardware and software issues over the phone, via e-mail, and by remote access.

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