Event Specialist Representative - OPSS

PepsiCo

IT Administrator

Affordable Computer Repair by an Experienced Pro!Computer Repairs, Website Design, Installs, Network, Etc.http://computerconcepts.webs.com/Grant Parish, Rapides Parish

Supervisor over 15 employees. Dispatching and assigning tickets in CTS & Heat to desktop technicians. Complete security verification for security clearances. Provide training to new hires and construct training documentation for employees. Part, warranty and product orders from Dell, HP, Office Depot, CDW, Laser Source, 33FixPC, Bradshaw, and others. Provide remote assistance with LogMeIn & Team Viewer. Contracted in for Dallas County desktop support team.

Inbound calls average 60 daily. Provide training to new hires and construct training documentation for employees. Provide remote assistance with GoToAssist & Team Viewer. Proprietary software “Point” installation, education, and repair. Company based website www.mycalyx.com education and utilization to deploy software. Basic computer repair: NTFS permissions, uninstalling and installing programs, Microsoft Updates, Firewall settings, data backup and restore, networking data folders, .net frameworks repair, registry editing, etc.

Company was bought out by Xerox while I was working there. It used to be ACS Affiliated Computer Services, Inc. Increased FCR (first call resolution) over 15% for helpdesk. Created and maintained training documents for Remedy web knowledge base. Call center continually handled 50 calls plus daily. Remote assistance with Log me in rescue and Windows NetMeeting. Customer education on various applications and repairs. Utilize voicemail PIN reset tool. Assertively handle escalations and severity levels. Reset passwords, added new users, and changed user permissions in Microsoft Active Directory. Outlook exchange setup and repair. Installation and troubleshooting completed in Microsoft Office 2003 and 2007. Troubleshooting Dell equipment.

Repaired various Windows XP Professional applications. Setup email accounts. Completion of error free data entry of customer information and applications. Worked on team to create company website layouts. Prepared many executive documents for upper level management. Sales floor and customer service experience. Troubleshooting HP equipment.

Planning and implementation with Webmaster on website creation and maintenance. Effectively handled troubleshooting computer and printer problems, entering trouble tickets, and dispatching technicians. Installed software images on computers. Hardware and software installation and repair completed on site. Setup email accounts. Administrative and reception duties included phone lines, payroll, accounts receivable, travel accommodations, corporate discounts, and daily reports. Troubleshooting Dell and HP equipment.

Effectively handled five state district DSL installation and repair. Computer troubleshooting, repair and installation of hardware & software. Extensive customer service courses fulfilled. Handled escalations, testing telephone lines, router troubleshooting, data entry of orders and trouble tickets. Rapid dispatching of technicians accomplished. Implemented new training procedures for departmental training classes and held training presentations.