Currently a Service Technician on the Fannie Mae contract. Daily responsibilities include break fix, software installations, asset management, and supporting end users both local to the office and remotely throughout all fifty states. Worked as a sub-contractor technician for Unisys for a few years until hired as a direct employee by Unisys. Contract supported included Baxter, General Growth Properties, and primarily Underwriters Laboratories. Over time the role evolved from laptop building and deployment to onsite break/fix technician.
Consistently received a 100% rate of customer satisfaction.
Created a process for the Service Desk to follow for Software Installation Issues with SCCM to Improve first responder resolution rate at the L1 level.
Identified a hardware configuration with a model of laptop in the fleet which causes performance issues and proposed a viable solution.
Was able to troubleshoot and solve the printing error x57 in a Windows 8 environment where others were unexperienced with the issue.
Provided input for call closure process to help reduce the number of aging tickets in the L3 tanks.
Identified ways that data is being duplicated and where hard drive space can be freed up for end users, reducing the need for installation of larger hard drives on user's workstations.
Earned reputation as one of the "Go-to guys" for detailed explanations, processes and deep troubleshooting methodologies.
Focus on Management Information Systems, Network management, and Database Administration.
It's a business/economics degree.
Experienced with PC hardware troubleshooting and replacement, imaging computers, virus/malware removal, installing software, restoring data, and the beginning and end cycles of moving PCs through a company migration. Experienced with Windows 7, Windows8, and Windows XP.
I am familiar with C++, Pascal, Visual Basic, Java, SQL, A+, Security +, Network +, experienced with Microsoft 2000 OS, 2000 Server, Active Directory, SCCM, IMACD, REMEDY, Dreamweaver, MS Office (PowerPoint, Excel, and Word), SYSPRO, PEOPLESOFT, extensive hands on work with Lenovo, Dell and HP hardware.
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