Keith Byrd Email & Phone Number

Inwood, Wv

Shepherdstown, West Virginia

 Answering calls within a timely manner. Creating and closing tickets with CA Service Manager. Explaining to users technical and non-technical, any issues that they have and assisting them. Providing professional support and treating clients with courtesy. Making tickets for all the emails sent to the shared inbox and responding to them. Completing all reports and email counts daily. Giving users exemptions for their PIV badges when needed. Walking users through Symantec Encryption issues. Making sure users are able to logon to the network to avoid work stoppage. Assisting users with passwords resets from all applications. Ability to multi-task in a stressful and fast paced environment. Ability to handle difficult customers in a positive, courteous and confident manner. Assisting users with logging on remotely using Citrix and Cisco. Supervising over my team to make sure goals are met. Assisting my team members with their job related duties if need be. Training techs so they are able to do their job.

Chambersburg, Pa

 Ensuring label printers are working correctly. Supporting hardware and software issue related problems. Answering calls within a timely manner. Creating and closing tickets with CA Service Manager. Explaining to users any issues that they have and assisting with them. Doing a complete inventory of all the hardware being used. Providing professional support and treating clients with courtesy.

Hagerstown, Md

 Assisting clients with AS/400 errors. Creating and closing tickets with Service Now within my shift. Imaging computers using SCCM. Resetting passwords and enabling accounts using Active Directory. Ensuring label printers are working correctly. Making sure servers and switches remain working correctly. Explaining to them any issues that they have and assisting with them. Answering calls within a timely manner. Providing professional support and treating clients with courtesy. Supporting hardware and software issue related problems.

Hagerstown, Md

 Assisting clients with enrolling on Client Line website. Ensuring they are able to use website without any errors. Assisting them on using the Payeezy virtual terminal. Resetting passwords for Payeezy and Client Line site. Ensuring clients verify security protocol before assisting them. Getting them to correct departments if necessary. Explaining to them any issues that they have and assisting with them. Answering calls within a timely manner. Providing professional support and treating clients with courtesy. Submitting locked cases to be opened. Submitting outages if they occur.

Hagerstown, Md

 Check in laptops when they are sent in to be upgraded. Migrate all personal data and install programs that are needed on the replacement laptops. Image laptops with PXE boot. Replace parts on broken laptops. Ship out replacement laptops same day old ones arrive for minimal downtime for user. Send out needed accessories for users; docking stations, monitors, printers, etc. Setting up and configuring clients’ emails through Microsoft Outlook. Installing software and updates on virtual machines. Setting up and configuring users’ RSA tokens. Resolving tickets within CA Service Desk. Software installs using LANDesk.

Waynesboro, Pa

 Setting up and deploying new computers. Doing audits on computer equipment fixed. Setting up and configuring clients’ emails in Lotus Notes. Ordering warranty and non-warranty parts and shipping old parts back. Responsible for giving clients perfect client experience. Doing my job with minimal supervision. Creating and closing tickets in Remedy. Setting up appointments for minimal down time

Martinsburg, Wv

 Setting up and deploying new computers. Removing viruses, spyware, etc. from computers. Setting up new printers and installing software for them. Diagnosing software and hardware issues with clients’ computers. Providing superior customer service skills. Ordering warranty and non-warranty parts for clients’ computers and printers. Being able to multitask and perform duties while doing my everyday job. Being able to perform my job with very minimal supervision. Turning in service orders so the client can be billed. Setting up and configuring clients’ emails.

Winchester, Va

 Setting up and deploying new computers. Working with branch administrators on phone Doing audits on computer equipment fixed Ordering warranty and non-warranty parts and shipping old parts back Going onsite to fix computer equipment and printers and closing tickets within 2.5 day SLA Keeping an inventory of computers, computer equipment Going onsite to fix server and closing tickets within a 12hr SLA Doing my job with very minimal supervision Keeping up with my certifications to be able to order parts Responsible for turning in my expenses Responsible for giving clients perfect client experience Being able to multitask and perform projects while doing my everyday job. Communicating with a call coordinator everyday while traveling from site to site Responsible for reimaging computers with imaging software when needed.

Martinsburg, Wv

 Understanding customers’ needs and finding the best total solution. Sell merchandise to customers & building great rapport. Keeping the store clean, down stocking, being backup cashier on point-of-sale. Shooting labels for merchandise and keeping up with all the new technology. Superior customer service skills. Extensive understanding of personal responsibility towards job completion. Great time management and organizational ability. Excellent communication skills (written and verbal). Able to work well under stress and deadlines. Extensive use of HP, Acer, Toshiba, Compaq, Sony, Everex, and Gateway laptops. Ability to work closely with customers to understand their requirements & expectations. Able to provide constant communication to customers & always settings the appropriate expectations.

Edison, Nj

 Managing and Maintaining a Microsoft Windows XP Environment. Making sure everything was running smoothly. Watching over students on the computers. Scheduling time frames for them for use of internet. Keeping any students from going onto restricted websites and use of proxies. Superior communication skills (written & verbal). Great problem solving ability. Able to work well under stress & pressure. Taking a well-ordered approach to solving problems & acting despite obstacles or resistance. Dealing directly and forthrightly with people & problems, persisting to get the job done, & managing personal responses & stress.

Microsoft Certified Professional, Information Technology

A+ Certification, Information Technology