Kareem David Wallace Email & Phone Number

United States

Responsible for day to day technical support and timely resolution of end-user desktop related issues,incident tickets and optimal restoration solutions. Providing direct, over the phone or remote troubleshooting of end-user desktop, equipment, application, device communication and connectivity issues in a timely fashion.Imaging, installing, diagnosing, repairing, and maintaining devices, equipment, software applications and operating systems.Deploying workstations, installing printers, scanners, peripheral devices and ensuring optimal performance of the end-user workstations.Accurately and promptly record incident/issue and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries.Using diagnostic tools to troubleshoot problems associated with network connectivity and workstationhardware/software.Responsible for tracking hardware and peripherals for inventory purposes. Performing physical securingtasks to prevent hardware from being lost or stolen within the hospital grounds.Maintains, follows and consistently demonstrates a general knowledge of EITS and NYCHHC guidelines,processes, practices and procedures.Managing time efficiently, effectively, setting priorities appropriately, able to maintain a professionaldemeanor under stress and operate within customer support standard operating procedures.

Greater New York City Area

• Ensuring customers are satisfied on the daily basis through extended customer assistance• Overseeing each section in the store to make sure shelves are stocked at all times while logging/recording all spoilage and donation items to keep an accurate inventory count• Operating cash registers in an accurate and efficient manner to ensure a quick and courteous checkout experience for all customers• Working in all sections throughout the store which consists of: Frozen, Grocery, Meat, Wet/Dry Produce, Dairy and Warehouse

New York City Metropolitan Area

• Providing a single point of contact for end-user’s assistance to receive technical support for desktops, printers, scanners, devices and equipment.• Responsible for day to day technical support and timely resolution of end-user’s desktop related issues, incident tickets and optimal restoration solution provided to end-users.• Providing direct, over the phone or remote troubleshooting of end-user desktop, equipment, application, device communication and connectivity issues in a timely fashion.• Imaging, Installing, diagnosing, repairing, maintaining, and upgrading desktop, devices, equipment, software applications and operating system.• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.• Familiarizing and assisting with end-users on basic software, hardware and peripheral device operation and use.• Accurately and promptly record incident/issue and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries.• Developing in-depth skills and technical knowledge of each system and sub-systems in current and new technologies.• Maintains adequate and industry awareness of knowledge of operating systems and application software used to provide a high level of support.

New York City Metropolitan Area

• Consistently mindful of security, process and procedure adhering to policies set forth by the employer• Participate in the development of the Windows 7 to Windows 10 migration schedule • Install, maintain, and upgrade/image workstations, desktops, laptops to the Windows 10 OS• Troubleshoot and maintain end-user desktop hardware such as: Workstation Pcs/ laptops, VOIP based telephones and multiple monitor configurations• Provide technical and software support to end users via a customer service driven model post migration• Able to disconnect, reconnect, meticulously manage cabling and perform quality assurance testing• Taking inventory of the assets pre/post migration for accountability purposes

Greater New York City Area

• Offered optimal service resulting in on-going customer satisfaction• Handled escalated customer calls that resulted into additional actions such as online exchanges, refunds and price adjustments• Worked closely with the customer care management team to resolve issues and ensure an immediate resolution in order to provide superior service for our customers• Trained new hires on the fundamentals of the Ecommerce position according to the company guidelines• Processed and shipped out online orders in a timely fashion plus completed multi-store transfers for all of our USA stores and received product that enters into the warehouse• Assisted the marketing managers in planning and implementing new strategies to reach out and maintain important clientele

New York

• Knowledgeably assisted customers with information on new products and services• Managed cashiering activities in areas of purchasing, returns, and exchanges• Assisted in processing and shipping online orders for customers within the entire USA (Enterprise)• Traveled to different Madewell and JCrew stores under construction; contributed in inventory perspective on new store layout, design, and visual merchandising

New York

• Provided timely follow-up and resolution to member inquiries such as billing and account management• Resolved member related complaints while providing superior customer service• Educated new members about Zipcar procedures and membership application process• Participated in new member welcome calls, promoting utilization and local outreach to over 300 members called each month• Instructed new member services associates and current specialists to navigate through the internal administrative system and educate the team on the company policies of Zipcar• Assisted other departments such as Fleet Operations, Sales and Marketing to address member related inquires • Collaborated with corporate member service team to develop improvements to existing service features

Internetwork Engineering Certificate, Information Technology

Training courses included CompTIA A+, Security+, Network +, Microsoft Certified Solutions Associate (MCSA), Cisco Certified Entry Network.

Bachelor'S Degree, Communication Design

Graphic Design & Digital Photography