Lead Computer Tech
Posted on: 2006-09-20
Leslye Thompson
Bensalem, Pa 19020
215-639-3932
267-994-0063
Email: [email protected]
A+ Certified Computer Tech with Customer Service Experience
EXPERIENCE
1/10-Present
Desktop Technician
Exelon Corp (Peco) via Disys
Phila, PA
Provide desk side, IMAC, break-fix, applications and related technology support for desktops, laptops, rugged laptops, and printers in Main Office and remote locations. Support includes building computer systems to customer specifications, installation and testing of computer systems, software and peripherals. Remote assistance using Remote Desktop and SCCM Client. Managing accounts and permissions via Active Directory. Migrating users data from user’s computer to the new system. Use Norton Ghost to image machines. Working and closing tickets via Remedy Ticketing System. SLA and Asset management.
8/09-01/2010
IMAC Coordinator (PC Refresh)
Amtrak via CNSI
Phila, PA
Responsible for receiving and managing technology related requests which include adds, moves, installs, and changes of desktops, laptops monitors, and printers. Contacting end users to obtain information for software and hardware requirements. Monitor queues to make sure the tasks associated with requests are completed in compliance with company Service Level Agreements. Monitor service tickets from creation to closure.
3/09-7/09 (temp)
IMAC Coordinator
TD Bank Via Cue Data
Mt Laurel, NJ
Planned, scheduled, prioritized and coordinated IMAC (Install, Move, Add, and Change) activities. Responsibilities included receiving, reviewing, and coordinating client\\\'s requests for break/fix resolution, builds, adds, changes, installs, moves, and removes via Lotus notes and Heat ticketing system.
Coordinated activities with interdepartmental functions such as Network Services, Maintenance, Server, etc. to ensure that IMAC\\\'s are performed.
Answered client questions, provide consulting on desktop computing solutions, where appropriate, and played a key role in customer satisfaction for IMAC requests.
Visited new construction and renovation of branches. Met with contractors to coordinate installation of voice and data lines. Verified with branches what IT equipment would be needed to have branch running efficiently.
8/08-11/08 (temp)
Lead Deployment Technician
Commerce Bank Via Insource
King of Prussia, PA
Breakdown and relocation of old workstations. Installation of new computers, new Windows or Novell servers, server rack, and printers. Performed appropriate tests to verify network connectivity, network printers, other peripherals and software. Troubleshooted hardware or software issues. Provided next day support for users making sure they could log on all application, and access Outlook 2007. Outlook support consisted of setting up users who never had email access. Creating or copying user profiles. Restoring the user’s .pst files that were previously backed up. Trained and managed at least 1 other technician.
11/07-12/07
Desktop Technician (temp)
ATT Wireless via Teksystems
King of Prussia, PA
Responsible for implementing hardware and software configurations for one or a group of personal computers including complying to specification requirements, assembling the hardware and software, configuring system applications and testing and debugging for proper functioning.
Unpacked workstations, hardware and software. Installed each workstation to default or custom specifications.
Ensured that hardware-software is correctly configured according to customer specifications.
Tested and configured systems for appropriate function and troubleshooted for any errors found.
For in house deployment, replaced old workstation with new system in appropriate area.
For external sites prepared systems and peripherals for shipment.
8/05-9/06
Lead Deployment Technician
Sovereign Bank via Patriot Technologies
King of Prussia, PA
Complete removal of old workstations and installation of new computers
requiring data migration. Configuration of new PC workstations, asset tracking, and documentation.
Installation of new Windows and Novell based servers and racks.
Swapped out raid hard drives. Used Norton Ghost software to image servers and desktop systems.
Used Active Directory to perform various changes. Performed appropriate tests to verify network connectivity, network printers, other peripherals and software. Next day support with troubleshooting. Trained, direct and oversaw the work activities of at least (2) desktop technicians at each site.
Completed all project paperwork in a timely manner.
11/04-2/05
Emergency Roadside Counselor (Customer Service)
AAA Mid Atlantic
Hamilton, NJ
Provided courteous and professional assistance in responding to member requests for Emergency Road Service and other AAA products and services in a high-volume call center environment.
Properly answered and accurately processed incoming telephone calls regarding Emergency Road Service and other related areas. Utilized a Windows based PC application to enter accurate information and comments regarding a members Emergency Road Service.
Assisted members, utilizing AAA maps and/or a PC based map program, to determine their breakdown location or tow destination, and to provide trip routing/mileage information.
Handled credit card and member billing transaction via PC based applications.
Delivered extraordinary customer service to AAA members by accurately answering questions and interpreting club policy.
Provided members with all necessary instructions to ensure a complete understanding of the services that would be rendered.
7/85-12/03
Tax Account Representative (Customer Service)
Internal Revenue Service
Philadelphia, PA
Assisted and resolved taxpayer and third party inquiries regarding all aspects of individual income tax issues via phone and/or written correspondence.
Analyzed and researched correspondence from taxpayers relating to delinquent, balance due and refund returns.
Used a Windows NT based and Internal Retrieval System to determine actions to be taken on various accounts and input appropriate action.
Adjusted taxpayer accounts, and resolved discrepancies.
Assisted customers with collection questions, including setting up installment agreements for delinquent accounts.
Prepared manual refunds and paper documents that may be related to misapplied payments.
Corresponded in writing and telephone with taxpayers or their representatives to explain activities on their accounts. Obtained information to settle or close accounts, and explained the filing requirements or consequences of not filing.
Corrected or adjusted taxpayer accounts to secure payments, financial
information, and levy sources.
Temporarily acted as manager and lead tax account representative when needed.
EDUCATION
6/1983
Neshaminy-Langhorne High School
Langhorne, Pa
High School Diploma
7/2005
Cisco Networking Academy
HP IT Essentials I: PC Hardware and Software A+ Certification
Bucks County Housing Group
Morrisville Pa.
CERTIFICATIONS
A+ Certification
Dell Certifications