Provides desktop support in a heterogeneous Windows/Mac environment. Installs, configures, and decommissions hardware and software, troubleshoots and resolves hardware and software failures, maintains hardware and software condition and function, integrates computer and laboratory equipment, support end-users' interactions with information technology. Seeking to secure a leadership position with a progressive organization.
Microsoft Office 2007, 2010, 2013 Suite (SQL, Word, Excel, Access, PowerPoint, Virtual PC)
Norton Antivirus Software
Windows 7, Vista, Windows XP, Server 2008, Windows 8
OS X Mountain Lion
IBM Sametime Connect Software
Cisco Anytime Connect VPN
Microsoft Sever 2003/2008
Bomgar Representative Essentials console v12
PC System Specialist06/2013 － CurrentCompany Name
Consults and provides service support to users of PCs and/or MACs.
Documents maintenance conducted on PC and/or MAC hardware and software.
Configures PC and/or MAC hardware and software as needed.
Maintains inventory of database or property control of PCs and/or MACs.
Trains and orients users of PCs and/or MACs software or hardware.
Communicate with various vendors to ensure warranty repairs.
Specify and implement computing systems to be used for academic and research purposes.
Assist departments in technology budget planning.
Responsible for gathering College inventory and identifying obsolete equipment.
Access users' computers remotely by using Bomgar Representative Essentials console.
Participate in and coordinate the maintenance, updating, and repairing the College's more than 250 computer workstations and laptops (both PC and MAC).
Responsible for deploying software, enforcing policy and providing security updates for the College.
Provide maintenance and support for college-level servers in a Microsoft AD environment Routinely assess the need to refresh the College workstation and laptop image.
Design and deploy new operating system image as software life cycles changes.
Supervision and training of junior/intermediate support staff, unit GRA(s), and student assistants on policies and procedures for assisting users and supporting the College's software and hardware.
Test and evaluate new technology (including audio and visual equipment) prior to implementation and deployment within the College.
Help to create, maintain and audit users ' network and email accounts.
Maintain and update an enterprise-level desktop/workstation management solution for the College.
Client Field Technical Services Analyst03/2013 － 05/2013Company Name
Dell Field Services provide deskside services for the State of Georgia (SOG) account.
The Field Services roles include Technicians, Work Flow Coordinators, Inventory Analysts, and Managers.
I was responsible for on-site installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, and associated peripherals.
Traveled to Dell customer Campus / Remote sites Reviewed, troubleshoot, and approved operational quality desktops, notebooks, and associated peripherals Installed, maintained and optimized desktop /notebook configurations at customer sites.
Diagnosed and resolved product performance problems.
Performed maintenance and repair services.
Ensured customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
Performed troubleshooting, parts replacement, system upgrades, advanced deployment, and repair on desktops / notebooks.
Identified potential issues that could adversely impact end user experience and takes corrective action.
Used advanced tools / technical knowledge to remediate customer problems and conduct scheduled installs.
Provided technical feedback on technical process issues to improve overall service delivery.
Worked on assignments requiring considerable judgment and initiative; understands implications of work and makes recommendations for solutions.
Determined methods and procedures on new assignments; may be informal team leader.
Worked effectively and efficiently under time constraints and high stress/pressure environment.
Technical Support Representative10/2006 － 07/2009Company Name
Provided quality technical support of IBM ThinkPad and Lenovo laptops.
Applied comprehensive knowledge of hardware & software skills including use of Microsoft Windows XP, Vista, Microsoft Office 2000/2003/2007, as well as knowledge of local network printer and Symantec Antivirus.
Diagnosed and resolved computer hardware & software problems.
Provided technical support for Wireless Networking, Blue Tooth and Ethernet Networking issues.
Documented all transactions in accordance with established policies and procedures.
Utilized knowledge of NSS and SB Client software to create new cases.
Ordered required parts and coordinated repairs with Technicians.
Assessed and resolved customer complaints in accordance with established policies and procedures.
Tested software applications and programs that were designed and developed for clients' needs.
May 2012Bachelor of Science:Strayer University - Computer NetworkingCity, StateComputer Networking
2005Diploma:Dekalb Technical College - Applied Technology, Computers/Networking MarchCity, StateApplied Technology, Computers/Networking March
Certificate of Credit -Computer Information Systems
*Certificate of Credit -Cisco Specialist
*Certificate of Credit - Installation & Support Technician:DeKalb Technical College
New Horizons Certificate of Course Completion -A+ Certification-Core Hardware New Horizons Certificate of Course Completion - A+ Certification-Software Hardware New Horizons Certificate of Course Completion - Network+ Certification New Horizons Certificate of Course Completion - 2276 Implementing MS Server New Horizons of Certificate of Course Completion - 2277 Implementing MS Server New Horizons of Certificate of Course Completion - 2272 Implementing MS Windows XP CompTIA (Computer Technology Industry Association) - A+ Certified Professional Certified in the fundamentals of Bomgar Representation Console
The National Society of Collegiate Scholars 2010-Present
Alpha Sigma Lambda 2012-Present
Golden Key International Honor Society 2012-Present
A+ Certified, A+ Certification, academic, AD, Antivirus, audio, budget planning, Cisco, Citrix, Hardware, computer hardware, Credit, Client, clients, customer satisfaction, database, delivery, Dell, desktops, email, Ethernet Networking, IBM, image, imaging, Information Systems, Maintains inventory, Inventory, notebooks, laptops, team leader, MAC hardware, MAC, MACs, McAfee, Access, Excel, Microsoft Office, Microsoft Office 2000, PowerPoint, Windows 7, Windows 8, Microsoft Windows XP, Windows XP, MS Windows XP, Word, enterprise, Network, Networking, Norton Antivirus, Novell, OS, operating system, peripherals, policies, printer, quality, repairs, repairing, research, SAS, servers, SPSS, SQL, Stata, Supervision, Symantec, technical support, Technician, troubleshoot, troubleshooting, upgrades, VPN, Vista
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Dekalb Technical College
DeKalb Technical College
Job Titles Held:
PC System Specialist
Client Field Technical Services Analyst
Technical Support Representative
May 2012 Bachelor of Science : Strayer University - Computer Networking 2005 Diploma : Dekalb Technical College - Applied Technology, Computers/Networking March Certificate of Credit -Computer Information Systems
*Certificate of Credit -Cisco Specialist
*Certificate of Credit - Installation & Support Technician : DeKalb Technical College
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