Onsite Support Technician


Last Updated: 17th August 2017 (over 5 years ago)

Address
Trinidad and Tobago

E-mail
Locked

Phone Number
Locked

Gender
Male

Age Range
25 to 34

Qualification Level
Degree

Languages
English

Summary

A Support Technician with proven expertise in supporting and optimizing performance of workstations, peripherals, operating systems, hardware, software, networking, preventative maintenance, installation and configuration. Providing service-focused technical support both remote and onsite in order to achieve efficient resolution of issues and maximum customer satisfaction. Exceptional communication skills and is able to adapt to new concepts, technologies and environments. I also possess a solid understanding of electrical engineering theory with regards to AC and DC motors, generators and transformers. I am also a quick learner and is able follow directions well.

Education

EXIN AXELOS
ITIL Foundation Certificate in IT Service Management

   Jul 2017
— Jul 2017

Service Strategy
Service Design
Service Transition
Service Operation
Continuous Service Improvement

Comptia
Network+

   Oct 2014
— Oct 2014

Comptia Network+

City and Guilds
Instrumentation, Measurement and Control Process Certificate

   Feb 2013
— Aug 2013

Instrumentation, Measurement and Control Process

City and Guilds
Electrical and Electronic Engineering Diploma

   May 2011
— Oct 2014

Engineering Fundamentals 2 – Merit
Electronics – Pass
Electrical Power – Distinction

City and Guilds
Electrical and Electronic Engineering Certificate

   May 2010
— Jan 2011

Electrical and Electronic Applications – Distinction
Engineering Fundamentals 1 – Distinction

London Metropolitan University
Bsc in Computing and Information Systems

   Oct 2003
— Dec 2007

Experience

IBM
Onsite Support Technician

   Jul 2016
— Current

•Microsoft Office 365 Support
•Microsoft Software Centre (SCCM) Support
•HP Workstation Desktop and Laptop Support
•Microsoft Surface Pro 4 Support
•Laptop and Desktop refresh project.
•Working project and trouble tickets all the way through resolution or escalation.
•Prompt and thorough documentation of all work via the ticketing tool - BMC Remedy.
•Installation, deployment, maintenance and configuration of Microsoft workstation operating systems and productivity software.
•Laptop Imaging, Repair and Recovery- HP and Dell.
•Provide weekly inventory and asset management reports for end user equipment.
•Active Directory tasks such as adding and removing computers, resetting passwords and unlocking accounts.
•File restores for end users from backups.
•Resolves issues requiring communication with the manufacturer's internal service teams.

Cable and Wireless Communications
Tier 1 Support Engineer

   Apr 2016
— Jul 2016

•Proactively monitor customer premise equipment and troubleshoot any issues on customer premise and Access networks.
•Provide 24x7x365 support of B2B customers by Monitoring and serving as the first point of contact for any problem escalations.
•Troubleshoot switching, digital, optical and associated telecommunications equipment from Customer Premise equipment, to Core Access Network equipment.
•Troubleshoot CE performance and provide performance statistics and reports.
•Identifies, troubleshoots and resolve network related and connectivity problems encountered by C&W B2B customers.
•Use established tracking systems to log requests; monitors progress, track problem resolution, identifies patterns of failure, recommend or implements solutions and communicate with senior group members regarding unresolved.
•Perform basic fault analysis, isolation and remediation in switching, routing, optical and other technologies
•Maintain accurate records in a variety of tracking resources. For example by the use of our ticketing system
•Open trouble tickets for various customers, answering incoming telephone calls, responding to network alarms/Event and customer emails regarding network connectivity problems or queries with a predetermined time frame.
•Maintain a high closure rate while maintaining quality
•Develop extensive knowledge of CWC's Business Solutions
•Effectively manage ticket queues to ensure high customer satisfaction
•Escalate network problems both internally and externally to the appropriate level of support in compliance with set SLA’s
•Provide technical assistance and maintain contact with customers during service impacting network events
•Participate in network maintenance to confirm service is restored after completion of maintenance
•Troubleshooting experience within OSI Layers 1-5
•Respond to outages in accordance with business continuity
•Log all calls in the Ticketing application by classifying and assigning personnel changed with restoring service.
•Performs miscellaneous job-related duties as assigned by the Supervisor, Manager, Director or Vice President.

Sierra Support Services
Technician 1

   Jun 2015
— Mar 2016

•Safety Management System
•Conflict Management
•Manual Handling
•T&TEC Accreditation
•Fiber Installation Course
•Customer Interaction
•Sierra Support Drop Cable Installation
•Internal Works and Hardware Installation
•Install and service In-Home IP Optical GPON products to a standard as defined by the client.
•Technical Knowledge to sufficiently understand FTTH network structure end to end and able to Troubleshoot between the End User equipment and the FAT point.

Franks International Unlimited
IT and CAM Technician

   Feb 2015
— Jul 2015

•Troubleshooting and repairing laptop hardware and software issues.
•Configuring and issuing of Laptops.
•Participate in testing of CAM Equipment via “rig up” operations.
•Maintenance of CAM equipment such as CAM Computer, Dump Valve, Load cells (tension and compression) and encoders.
•Assist in load out for all major jobs for clients.
•Create check list on all Tubular Running Service equipment.
•Function test and operate all equipment before leaving for the clients’ site.

IBM
Field Service Technician

   Apr 2012
— Feb 2015

•Installing and configuring laptops, desktops and workstation servers with BP Windows XP, 7 and 10 images.
•MS Office Outlook 2003 and 2010 configuration.
•Microsoft Outlook Personal Folder Recovery.
•Providing computer setup and conduct IT orientation for new employees.
•Responding to first line support requests (phone, in person, and e-mail) for computer and related issues for employees
•Troubleshooting laptops, desktops, workstations, hardware and software issues within SLA.
•Network repair and configuration.
•Malware/Virus removals
•Updating problem tracking tool with user issues and solutions.
•Interact with and share information with IT support members from other locations
•Maintaining hardware/software inventory lists
•Administering laptop loaner pool
•Troubleshooting BP Virtual Private Network.
•Maintaining printer stock inventory.
•Responsible for doing bi-weekly checks on all printers within BP Network.
•Troubleshooting and Repairing HP multifunction printers and plotters.
•Contacting third party vendors for quotes on service cost and replacement parts on HP printers and plotters
•Installing Hard Drive encryption software.
•Resetting user account passwords.
•Ensuring user desktops and laptops has latest security patches installed.
•Installation of email encryption via Enterprise Vault.
•Mapping of Network Drives.
•Installation of BPTT Custom OS images.
•Oil Gas application installation e.g. Petroleum Experts.

Radioshack
Customer Service Representative

   Oct 2011
— Apr 2012

•Attracts potential customers by answering product and service questions.
•Determine customer requirements and expectations in order to recommend specific products and solutions
•Assist in physical inventory intake

South West Regional Health Authority
Deskside Support Trainee

   Mar 2009
— Mar 2011

•Installing and upgrading of hardware and software, maintaining desktops, laptops and peripherals.
•Microsoft Windows XP, Vista and Microsoft Windows 7 installation, configuration and basic Microsoft Windows 2003 and 2008 server Management.
•Troubleshooting onsite and remotely via Remote Desktop and Net Op Remote Control.
•Creation and Management of user accounts.
•Microsoft Exchange – MS Office Outlook 2003 and 2007 configuration.
•Network repair and configuration.
•Cooperated with members of senior Staff in order to create a stock inventory of all Information Technology related equipment at S.W.R.H.A.

Ad
Ad
Ad