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Click here or scroll down to respond to this candidateCandidate's Name
Memphis, TNEMAIL AVAILABLEPHONE NUMBER AVAILABLECOMPETENCY:HardwarePC TroubleshootingPC/Laptops/MacBook RepairComponent Replacement (LCD Screen, RAM, and video card upgrades)Network ConfigurationNetwork TroubleshootingPrintersSoftwareWindows XP/Vista/7Mac OSImaging (Ghost, LANDesk, SCCM)Active DirectorySoftware InstallationMS OutlookSpyware, Adware, Malware RemovalBusiness SkillsCustomer ServiceHelp DeskReports & RecordsPhone SupportAsset ManagementITIL v3 FoundationServiceNow and RemedyPROFESSIONAL WORK EXPERIENCECustomer Service Engineer, Worldwide TechServices, Memphis, TN October 2020 - PresentPerform basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PCs, desktops, laptops, tablets and printers.Respond to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.Perform Install/Move/Add or Change (IMAC) activities.Image desktops and laptops using System Center Configuration Manager (SCCM).Understand and follow all documented service operations policies and procedures.Provided accurate and timely logging of problems and resolution of problems in ServiceNow ticketing software.Senior Assistant Field Technician, DXC Technology, Memphis,TN March 2020 - September 2020Provided on-site field support to customers including installation, and servicing and repairing of systems and equipment.Answered customer questions and resolved issues. Referred other issues/questions to appropriate personnel/service area/manager for follow up, testing and troubleshooting.Assisted in instructing customers in the operation and maintenance of systems/equipment.Acted as a liaison with customers on administrative and technical matters for assigned projects.Site Support Technician, City of Memphis contracted by Tate Computer Systems Inc, Memphis February 2014 February 2020Installed, configured, and maintained desktop, laptops, and printers for the City of Memphis (City Hall, Police Stations, Fire Stations, and Library)Troubleshooting and repairing hardware and network connectivity issues.Removed old equipment and performed data migration to new machines.Imaged desktops and laptops using System Center Configuration Manager (SCCM) .Provided accurate and timely logging of problems and resolution of problems in ServiceNow and Remedy ticketing software.Deskside Support Technician, Merck contracted by CompuCom, Memphis November 2011 February 2014Used decryption tool e-Discovery along with encryption key to retrieve electronically stored information (ESI).Provide first and second level contact and problem resolution with hardware, software, and printers for Merck Consumer Care users.Troubleshoot and repaired hardware and network connectivity issues.Assisted in Windows 7 data migration and computer upgrade for approximately 350 end-users.Provided accurate and timely logging of problems and resolution of problems in Remedy ticketing software.Military ServiceTest Equipment Operator, U. S. Army, Ft. Campbell, KY April 1996 January 1999Tested and repaired electronic components using digital multimeters, oscilloscopes, and signal generators.EDUCATIONComputer Science, 116 semester hours, Mississippi Valley State UniversityCERTIFICATIONMicrosoft Certified Professional (MCP)ITIL v3 FoundationCompTIA A+ Certification |
