OBJECTIVE:

EXPERIENCE:

2/2008 - Present

Industry: Computer/IT Services

IT Help Desk Analyst

Provide IT Help Desk phone support to clients that Compucom supported such as PSEG, Fidelity Investments, Great Wide Transportation Industries, Maimonides Hospital and DuPage Medical Group. Performed basic troubleshooting on desktop and laptop PC's running Windows XP or Windows 7. Diagnosed hardware issues. Also provided basic support on software issues with Office products such as outlook, word and excel.

9/2007 - 2/2008

Industry: Computer/IT Services

Analyst

Provide technical support to specific contracts that CSC handles. I worked on a contract for UPHS..University of Pennsylvania Health System. We provide Technical/IT support for the hospital system. From resetting passwords to submitting work tickets for server issues.

9/1998 - 9/2007

Technical Support Assistant

Started with Apple Dispatch Contract. I set service requests up for Apple customers. After 6 months went to the Apple contract for phone support of Apple Works and Laser Printers. After 6 months I transferred to CompUSA's Technology Assurance Program. I provided phone support for incoming calls from CompUSA's customers. Then after the next 9 months I was promoted to the Escalation Team where I was responsible for receiving and resolving issues from the TSRs and/or customers that call in. These issues can range from a question a technician may have so as to resolve a customer technical issue, to resolving irrate customer calls. I was a Mentor for all the agents in the TAP program. I last worked directly with escalated issues sent to me from CompUSA.

11/1995 - 5/1998

Service Manager

I oversaw a repair facility with 3 technicians. We provided service to consumers on a variety of computer equipment but specialized in Apple Products. I kept track of expenses for this repair center, ordered parts, set schedules and created reports to be sent to our corporate office. I also ran the shipping for this group.

11/1995 - 4/1998

Industry: Computer/IT Services

Service Manager

Provided in-store service for customers and their computer equipment. Managed service employees for Service Department of Computer retailer. Kept records of service provided. Ran tracking reports for parts ordered from and returned to computer manufacturers and third party vendors. Provided training for customers and employees regarding technical knowledge.

6/1993 - 10/1995

Field Service Technician

Responsible for the repair of various equipment such as Juke boxes, Pinball games and numerous Arcade Style video games. I would alternate between the day shift and night shift along with being selected as the On-Call technician for late night jukebox problems. All of my work was on-site.

8/1992 - 4/1993

Parts Delivery Driver

I was responsible for the delivery of heavy-duty truck parts to our customers within the Dallas/Fort Worth area. Also was involved with stocking of incoming parts.

EDUCATION:

Associate Degree