PROFESSIONAL SUMMARY:

• Seasoned IT support specialist, help desk & network technician with 10+ years of success as the ‘Go to Guy’ for problem solving. Highly skilled in providing technical assistance and support related to computer systems, hardware, or software. Efficiently responds to queries, administers diagnostic programs, isolates problem, and determines and implements resolution.

PROFESSIONAL EXPERIENCE:

Customer ENGINEER

Confidential, COLUMBUS, OHIO

Responsibilities:

• Responsible for the support and troubleshooting of hardware and software problems for desktop and laptop computers.
• Managing desktop, laptop, and tablet client computer systems through their entire lifecycle (e.g. installation, configuration, testing, relocation, upgrade,
• Installs hardware and software on workstations. Sets up and maintains network and telecommunications systems.
• Implementing, configuring, and supporting PC peripherals (e.g. monitors, keyboards, mice, printers, scanners, storage)
• Resolving customer issues involving PC systems (e.g. problem identification, diagnosis, correction, and documentation)
• Establishing and supporting client connectivity (e.g. Ethernet, Wi - Fi, cellular) setting up and configuring Windows client environments, including features and capabilities (e.g. software installation, peripheral installation.
• PC build and repair - Install OS, applications, upgrade RAM, replace power supply, etc. performing problem resolution for Windows systems and software (e.g. problem identification, diagnosis, correction, and documentation); and collaborating with technicians for other platforms to address integration and interface issues
• Responding to customer requests and inquiries (e.g. identifying issues, researching, documenting, presenting information and recommendations, customers, demonstrating capabilities).
• Utilizes ticketing system, HP service manager
• Re-images computers, perform data migrations and restorations, and conducts remote problem solving when required.
• Troubleshoots computer hardware and software including but not limited to desktops, laptops, Microsoft Windows software.
• Troubleshoots server/client applications and TCP/IP communications problems. May prepare status report and update management accordingly.
• Has a solid knowledge of troubleshooting and support Windows xp,7,8,10 & Outlook setting & issues .
• Analyses desktop, laptop and systems performance indicators to ensure system(s) are operating efficiently.
• Configures, documents, upgrades, repairs and/or decommissions desktop and laptop computer hardware following standard operating practices.
• Receives and responds to service requests and problems in a customer service oriented manner. Promptly acknowledges, prioritizes, tracks and documents service requests and problems. Notifies customers of the status of issues as appropriate.
• Performs desktop computer customer requirements/needs analysis and coordinates and oversees the implementation and usage of various computer tools. Educates customers in a respectful and considerate manner, developing and maintaining relationships with customers.
• Performs inventory of installed desktop hardware and software components to ensure that records are accurate and updated.
• Maintains media presentation equipment and coordinates and assists end users with conference room equipment setup/disassembly as necessary.
• Relocates and sets up desktop computer devices and phones. This includes moving data and voice lines within patch panels in communications closets.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Field incoming help requests from end users through a variety of avenues such as: telephone, email, Skype and as well as Cases via HP service manager.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Provide on-call support coverage for customers.
• Troubleshoots LAN connectivity issues when related to personal desktop computers
• Under direction of the IT Customer Service Central Region Manager, utilizes considerable technical knowledge of software applications & hardware environments in order to independently install, maintain, configure, testupgrade & administer assigned multiple technology domains (e.g. workstation support, information securitytelecommunications & network connectivity serves as primary on-site customer support technician customer employees utilizing client equipment, programs & peripherals (e.g. personal computers, tablets, telephones, printers, scanners, Microsoft Windows operating system & Office products, custom BWC applications e.g. installation, configuration, testing, problem identification, diagnosis, resolution, relocation, upgrade
• Provides timely support to customers (e.g. responses to assistance requests, issue resolution &/or referral, recommendations regarding system features & limitations, knowledge transfer, ); devises new approaches to problems encountered (e.g. connectivity, installation, system integration, operation of equipment, business workflow) creates, compiles, organizes, files & maintains technical & user documentation (e.g. needs assessments, installation & maintenance instructions, manuals, documents); documents issues & resolutions in incident management system
• Performs related duties as assigned (e.g. prepares status reports & summaries of problem resolution activities interfaces with support staff for other platforms to ensure effective system integration; answers questions &b presents informal mentorship opportunities to peers &/or lower-level staff via conversation, observation &/or technical documentation.
• Knowledge of Mac, Windows, Office 2007/2010/2013, PC hardware, Remote Support

Free Lancer / IT SOLUTION SUPPORT

Confidential

Responsibilities:

• Research and identify solutions to software and hardware issues Diagnose and troubleshoot technical issues, including account setup and network configuration Ask customers targeted questions to quickly understand the root of the problem Track computer system issues through to resolution, within agreed time limits Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged Prioritize and manage several open issues at one time Follow up with clients to ensure their IT systems are fully functional after troubleshooting Prepare accurate and timely reports Document technical knowledge in the form of notes and manuals

Regional Operations Director Information Technology

Confidential

Responsibilities:

• Handle Service Business Management including end-to-end planning, financial management through project cost adherence, supporting sales activities, profit and loss accountability and leading, supervising and coaching all technical staff. Early customer engagement through due diligence of scoping and costing for service bids.
• Customer Relationship Management including improvement of customer satisfaction and management of relationships with key customer contacts Operation Directors and Chief Technical Officer. Leads positive development of customer loyalty and proactive services. Continuous customer communication, periodic meetings and reporting. Act as the key interface for all high level customer escalations. Understanding the customer's commercial, operational and technology challenges and opportunities.

IT SPECAILLIST

Confidential

Responsibilities:

• Incident Recording Log and track any store and corporate associates? issues into the call tracking system in a complete and timely manner.
• Provides telephone support to all brands for all telecommunications related issues and provides basic point of sale support as needed. Also *provides hardware and software support for corporate associates.
• Coordinates repair and maintenance of telecommunication, POS equipment, or computer equipment by vendors or escalated resources to ensure efficient resolution of any store or corporate issues
• Ensures accuracy and timeliness of Peregrine data by maintaining accurate record keeping of information.
• Routing requests to resolution groups when incidents are not resolved during initial support.
• Monitoring the status and progress toward resolution of all open incidents.
• Keeping affected users informed about progress of incidents.
• Resolution confirmation and closure of incidents for quality assurance of information in call tracking tickets.
• Reports to analyst and/or Supervisor/Manager daily on status of support issues.
• Other duties and responsibilities defined by management.
• Monitoring and maintaining the computer systems and networks within an organisation in a technical support role.
• Working with customers/employees to identify computer problems and advising on the solution.
• Logging and keeping records of customer/employee queries.
• Analyzing call logs so you can spot common trends and underlying problems.
• Updating self-help documents so customers/employees can try to fix problems themselves.
• Working with field engineers to visit customers/employees if the problem is more serious.
• Testing and fixing faulty equipment.
• Installation & configuration of a company’s computer hardware operating systems and applications.
• Maintenance and monitoring of computer networks and systems.
• Diagnosing and solving hardware or software faults.
• Testing and evaluating new technology.
• Performing electrical safety checks on the company’s computer equipment.
• Responding to call-outs in a timely fashion. staff with IT related equipment.
• Recruit, train and mentor all IT staff members, developing teams and leaders to ensure that business value is maximized and IT goals are

System Engineer / IT DIVISION

Confidential

Responsibilities:

• Exercise the same role * responsibilities already did with the previous employer due to company acquiring.

System Engineer / IT Division

Confidential

Responsibilities:

• Help put processes in place to maintain a stable network environment. Worked on the Trouble Tickets (Incident Management) Assist with the troubleshooting, installation, and implementation of IT systems,VPN, LAN/WAN Resolving the incidents successfully with the proper solution in timely manner. Develop and monitor performance levels of software and hardware and evaluate, Recommend, and propose alternative methods of
• Information processing.
• Provide responses to users in a timely manner Maintain hardware and software maintenance agreements to ensure integrity of Operations processes Supporting the end user remotely or personally on printer issues, windows issues, Network issues, outlook issues, password issues, login
• Issues, application issues, Antivirus issues, software update issues, domain issues.
• Supporting the end user remotely and personally as per the situation Installation of OS, application software, deployment of software, disk
• Quota management, installation and configuration of hardware devices, managing system updates and printers
• Restoring data and scheduling backups, system failure troubleshooting,
• Trouble shooting the TCP/IP Connectivity problems between Workstations Establishing with different operating systems clients (XP, Vista, Win 7) Setup server, workstation and Network Service Hardware and Software Follow up to ensure issue resolution and customer satisfaction

Technical Support Engineer / Computer Centre

Confidential

Responsibilities:

• Strong analytical skills and ability to think outside the box. Assist with the troubleshooting, installation, and implementation of IT systems, LAN/WAN Perform root cause analysis on support incidents Work on Help Desk tickets that come in via phone or email
• Fully supporting, configuring, maintaining and upgrading corporate customer’s networks and in house servers
• Installing and integrating new server hardware and applications
• Keeping an eye out for needed updates
• Installing network and computer systems
• Maintaining, repairing and upgrading network and computer systems
• Diagnosing and fixing problems or potential problems with the network and its hardware, software and systems
• Monitoring network and systems to improve performance
• Keep an eye out for needed updates
• Support and administer third-party applications
• Ensure network security and connectivity nitor network performance (availability, utilization, throughput, and latency) and test for weaknesses
• Set up user accounts, permissions and passwords
• Resolve problems reported by end user
• Define network policies and procedures
• Specify system requirements and design solutions
• Research and make recommendations on server system administration
• Installing and troubleshooting hardware peripherals like printers, photocopiers and switches.
• Deployed updates, service packs & hot fixes using windows update (manual and scheduled automatic updates).
• Installation and troubleshooting of Lotus Notes and other mail applications.
• Performed upgrades, installation of software and drivers and essential desktop troubleshooting.
• Installation and administration of application software’s (office, Antivirus, Adobe).
• Installation of Servers and Network Main Cabinets. Within a customer focused, multi-site environment, maintaining the delivery of *IT services and technology projects. Up-to-date on IT developments
• Network connectivity, TCP/IP configuration.
• Manage user rights and permissions, file and folder permissions on computers and servers.
• Installation and troubleshooting Servers and firewalls.
• Perform automatic and manual backups for the servers.
• Prepare the infrastructure and the design of the Group Companies network.
• Manage multiple sites system flow.
• Manage Helpdesk flow of work.
• Coordinate with Group IT manager on all IT Dep. Issues.
• Troubleshoot all mail issues (Lotus and other mail applications).