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Work Experience
Helpdesk Support
- 9 months experience as Tier 1 and
Tier 2 support technician for a major ISP.
- My primary duty as a Tier 1
technician was to provide telephone based support to dialup and
DSL customers experiencing connectivity related issues.
- Responsible for logging calls and
troubleshooting process into the support tracking system.
- As a Tier 2 technician, I was responsible
for handling customer escalations, providing technical
assistance to Tier 1 technicians, performing monthly evaluations
for Tier 1 technicians. Assisting in management tasks for a team
30 to 50 employees.
- 6 months experience in Tier 1
support for a major computer manufacture.
- I was assigned to a top level
support team for major account customers upon completion of
hardware and operating systems certification program.
- Provided full-scale telephone
based support, including but not limited to guiding customers
through completely stripping their computer systems and
rebuilding them, troubleshooting and resolving all hardware and
operating system related issues, setting up replacement parts
and onsite services.
- Responsible for logging calls and
troubleshooting process into the support tracking system.
- 1 and 1/2 years experience in Tier
1 support for custom system builder.
- I was the front-line technician. I
dealt with about 90 percent of the support requests that came
in. My job was to create support tickets for all support
requests that came in by e-mail or telephone, resolve
issues that could be resolved without extensive consumption
of time or resources, and insure that all support tickets were
responded to in a timely manner.
- Provided customer's with
full-scale operating system for Windows Vista and XP and
hardware support and general support for Microsoft Office,
AutoCAD, Adobe CS2 and CS3, and various games and multimedia
programs.
- I was the customers' point of
contact whenever their computer had to be shipped in for repair.
I would advise the customer when their computer arrived and
provide them with updates when available. I would also advise
the customer on replacement or upgrade options and set up orders
for the customers.
- I also wrote support articles on
troubleshooting hardware and operating system issues for
customers and the company website.
In Field Support
- Experienced at implementing large
scale deployments and computer upgrades.
- Preparing desktop and notebook
computers for deployment, including but not limited to:
Installing necessary hardware, preparing and implementing hard
drive images, tracking asset assignments, installing custom
applications, backing up and restoring customer data.
- 6 years experience performing
onsite computer support services
- Diagnosing and resolving hardware,
operating system, and software issues in business and
residential environments.
- Performing regular maintenance and
upgrade services.
- Providing after-hours onsite
emergency services
- Installing, configuring, and
troubleshooting networks and network equipment in business and
residential environments.
- Creating and updating maintenance
logs, procedure manuals, and computer use policies.
Web and Graphics Design
- I have around 4 years experience
designing websites, but it is really more of a hobby. All in all, I
have created thirty websites, most of which were for businesses.
Here are a few samples of my work.
- Graphic design is something that I am
thinking seriously about pursuing. I have worked on a variety of
projects, ranging from creating marketing material, photo albums,
website layouts, or special effects for digital photography. I am
working on producing a portfolio to show my skill.
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