Edward Wallick Email & Phone Number

San Francisco Bay Area

Working for Task Rabbit lends itself to multiple types of work. Constantly meeting new clients and developing great relationships to insure repeat business. - Computer Help- Data Entry - Delivery- Errands- Event Staffing- Personal Assistant- Furniture Assembly- Help Moving- Heavy Lifting- Minor Home Repairs- Mounting- Office Administration- Organization- Packing and Unpacking- Rental Unit Management- Research- Selling Online- Usability TestingOver 1000 Tasks completed since 2016 and a 4.99 out of 5 Customer satisfaction rating.

San Diego, California, United States

- Secret Clearance obtained effective January 2022- Initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications.- Assist end-users/customers in resolving their IT issues accurately and promptly.- Takes detailed notes of the problem the user is experiencing, determines steps they can take to resolve the issue and manages the flow of incoming support requests. - Interacts with the end-user to resolve the user’s technical issues. - Remotely accessing the user’s computer and making changes to their system and settings by navigating around application menus, or may be required to remote into customer’s computer to fix an issue. In other cases, the analyst verbally walks the user through steps they can take to resolve the issue on their own.- Troubleshoot network connectivity issues working with remote employees on a corporate network. - Develops and sustains a productive customer relationship, making the customer and their needs a primary focus. - May escalate complex problems to higher-level IT support specialists and experts if they are unable to resolve the issue on their own. - Provide supervisors or specialists with notes regarding the problem, steps they have already take to resolve the issue and their diagnosis of the user’s problem. - Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs. - Support department-wide operations by supporting the creation, editing and maintenance or IT documents.

* Advising clients in regards to the purchase of computer systems equipment, peripherals and various applications software based on clients intended/projected needs.* Systems/Desktop implementation, administration, installation, upgrades, and design (LANs: wired, wireless & workgroups) for Windows 98, 98SE, 2000 (Professional and Server), XP, Vista and Windows 7. * OS upgrades, installation, implementation and administration.* Creation/Administration of various OS patch implementation schedules and product compatibility issue resolution. * General systems maintenance, installation, upgrades, cleaning and repairs (Desktops, printers, routers). * Router installations, configuration, testing, firmware upgrades and issue resolution.* Firewall installations, configuration, testing and various issue resolution.* Anti-virus software installation and update schedule administration/implementation.* Desktop imaging: Norton Ghost for OS and software deployment, backups.

-Various and multiple contractual duties too numerous to list here. Feel free to contact me for a current copy of my resume.

**Completed assigned Verizon Business Account 3 month contract. * Assisted in development of various project plans including: Remote Operations Center E-mail Cutover, Public Folder Migration, Remote Operations Center Workstation Refresh. * Assisted in completion of Corporate Domain Cutover project for approximately 250+ remote users: Exporting user Exchange mailbox data to PST files, imaging new laptops for distribution with base Verizon image and installing required licensed applications per user survey, creating installation CDs for unlicensed applications and RAM tools, Create user profiles on new equipment and copying required user data and password files to My Documents folder.* Created new contacts to forward mail to new domain, added corporate distribution groups required for each user to newly created contacts and set up mail forwarding to newly created contacts to prevent information loss to the users (Exchange 2003)

* Software and hardware testing, installation, configuration, updates and upgrades.* Desktop configuration, installation documentation and testing.* Recommend and implement desktop software standards, upgrades and service patches to ensure the ORHS desktop computing environment is stable and secure while remaining within IS guidelines.* Communicate with system customers to identify, explain and resolve issues ensuring completion in a timely fashion.* Train or coordinate the activities of other IS team members.* Maintain high level of technical expertise & studies vendor products to determine those that best meet the organizations needs.* Issue complex desktop hardware and software quotes that meet the customers needs and are compliant with IS standards and policy.* Perform analysis and testing on new and emerging desktop hardware and software.* Research, test/evaluate, recommend, document and install standard and non-standard software.

-Resolved various applications and hardware issues via client side and remote desktop support for all levels of employees ranging from technical support groups to senior and executive management for 1200+ employees at 6 regional locations. -Diagnose Windows 2000 & XP desktop/laptop hardware and software issues. -Load the correct server based OS and software images (determined by client division, location & position) and transfer clients personal data.-Physically install/replace/test various internal PC components: CPU, Motherboards, RAM Cards, PCI Cards, Power Adapters, Heat Sinks, Hard Disks, CD/DVD Drives. -Assist with the updates and maintenance of internal desktop/equipment tracking system (Sprint Asset Management Resource) and stock inventory tracking system (Break Fix Inventory Management). -Used Dameware and SMS to remotely administer client PC’s and troubleshoot/resolve issues.-Scanned PC’s to ensure proper set up and confirm absence of any unauthorized software.

* Provide Tier 1 Broadband high-speed Internet support. * Listen attentively to customer needs and concerns; demonstrate empathy.* Clarify customer requirements; probe for and confirm understanding of requirements or issues. * Meet customer requirements through first contact resolution.* Confirm customer understanding of the solution and provide additional customer education as needed.* Prepare complete and accurate work and update customer file.* Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.* Effectively transfer misdirected customer requests to an appropriate party.* Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.* Participate in activities designed to improve customer satisfaction and business performance.* Occasionally use decision-support tools to answer questions.* Maintain broad knowledge of client products and services.

Certifications, Mcse (Win2K) And Comptia A+

Attained Microsoft Certified Systems Engineer (MCSE) Certification on Microsoft Windows 2000 Technologies -Microsoft Certified.

Computer Science/Mathematics

Activities and Societies: National Honor Society