Anthony Anderson
Southfield,MI
Summary
Well-rounded, energetic professional poised to excel in a position where my education, work experience, strategic thinking, and technical skills will help contribute to the company’s overall goals and to help provide an environment for growth and success.
Overview
32
32
years of professional experience
Work History
Senior Field Technician
HCL America, Health Care Service
Detroit, MI
05.2022 - Current
- Led installation and maintenance of advanced healthcare equipment across multiple facilities.
- Supervised field technicians, ensuring compliance with safety protocols and service standards.
- Developed training programs to enhance team performance and technical knowledge.
- Collaborated with cross-functional teams to optimize workflow processes and reduce downtime.
- Diagnosed complex technical issues, providing timely solutions to minimize service disruptions.
- Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.
- Enacted successful repairs by applying technical skills and operations knowledge.
- Maximized project efficiency by utilizing advanced diagnostic tools during troubleshooting processes, quickly identifying root causes of technical issues.
- Established positive rapport with clients by consistently demonstrating professionalism, technical expertise, and commitment to customer satisfaction.
- Utilized strong problem-solving skills to address unexpected challenges encountered during field assignments, allowing for timely completion of tasks without compromising quality standards.
- Documented project progress accurately through detailed reports submitted promptly after each site visit, facilitating seamless communication with management and other team members.
- Developed strong client relationships through consistent professionalism and excellent communication skills, leading to repeat business opportunities.
- Provided expert technical support to clients, addressing complex issues and ensuring optimal system performance.
- Performed regular inventory audits to ensure proper stock levels were maintained at all times, avoiding unnecessary delays or additional costs due to insufficient resources available on site.
- Trained junior field technicians, improving overall team competency and promoting professional growth among staff members.
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Collaborated with other field technicians to resolve complex technical issues.
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Trained and guided new technicians to equip with skills and knowledge needed to efficiently perform work.
- Communicated with customers to provide updates, gather information and resolve issues.
Service Desk Analyst
HCL America
Detroit, MI
10.2020 - 05.2022
- Provided technical support for software and hardware issues, ensuring timely resolution of client inquiries.
- Documented service desk processes and procedures to enhance efficiency and knowledge sharing among team members.
- Analyzed user requirements and recommended solutions to improve system functionality and user experience.
- Collaborated with cross-functional teams to streamline incident management processes, reducing response times significantly.
- Mentored junior analysts on troubleshooting techniques and customer service best practices, fostering a collaborative environment.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Created user accounts and assigned permissions.
Helpdesk Support Technician
Ascension Information Services
Troy, MI
07.2013 - 10.2020
- Assisted customers with service request (Password resets, installation of different software packages)
- Troubleshoot technical and software issues (Connectivity and any individual account request, used remote connection programs to assist user with issues)
- Assist customers with basic troubleshooting for mobile devices
- Escalated issues under proper procedures when troubleshooting techniques failed to provide user with proper solution
- Documented troubleshooting processes to improve knowledge base and support consistency.
- Mentored junior technicians, promoting best practices in customer service and technical support.
- Maintained strict adherence to data privacy regulations by implementing security measures throughout the IT infrastructure.
- Assisted in the successful migration of company systems to new platforms, minimizing disruption to business operations.
- Enhanced customer satisfaction by providing timely and accurate technical support for hardware and software issues.
- Supported end-users during major system upgrades, providing clear communication throughout the process to minimize disruptions.
Helpdesk Support Technician
Human Capital Staffing
Bloomfield Hills, MI
12.2011 - 06.2013
- Contract employee assigned to Ernst & Young IT service desk.
- Assisted customers with service request (Password resets, installation of different software packages)
- Troubleshoot technical and software issues (Connectivity and any individual account request, used remote connection programs to assist user with issues)
- Assist users with basic troubleshooting for mobile devices (Apple iPhone, iPad, and Blackberry)
- Assist users with setup/creation of mobile hotspot/tethered mobile connections
- Escalated issues under proper procedures when troubleshooting techniques failed to provide user with proper solution
Job Setter
American Axle & Manufacturing Inc.
Detroit, MI
08.1996 - 06.2009
- Facilitator of machining group
- Trained associates on different machines
- Assisted management with efficiency moves with group
- Filled in different machining areas of group when needed
- Provided skill trades with the necessary assistance of repairing machinery
Customer Service Representative
Social Security Administration
Detroit, MI
08.1994 - 08.1996
- Provided call-in customers assistance with various questions
- Arranged individual appointments times for customers to visit local Social Security sites
- Managed changes to customers’ accounts (address changes, banking information, entered in death dates, etc.)
- Performed clerical duties
Education
Associates Degree - Computer Networking Systems
ITT Technical Institute
Troy, MI12-2011
Skills
- Installation and setup of various network operating systems including Windows 10
- Troubleshooting hardware and software problems in network environment
- Strong background in troubleshooting and solving problems using technical manuals
- Utilize and configure computer software such as Google GSuite, Office365
- Background in troubleshooting and solving problems with cabling issues
- Self-starter who completes projects prior to assigned deadlines
- Creative researcher who seeks out and finds solutions
- Possess excellent customer service skills and ability to communicate
- Work efficiently in both an independent and team atmosphere
- Demonstrate strong work ethic
- Software diagnostics
- Hardware repair
- Equipment installation
- Advanced troubleshooting
- Workplace safety
- Professional communication
Timeline
Senior Field Technician
HCL America, Health Care Service
05.2022 - Current
Service Desk Analyst
HCL America
10.2020 - 05.2022
Helpdesk Support Technician
Ascension Information Services
07.2013 - 10.2020
Helpdesk Support Technician
Human Capital Staffing
12.2011 - 06.2013
Job Setter
American Axle & Manufacturing Inc.
08.1996 - 06.2009
Customer Service Representative
Social Security Administration
08.1994 - 08.1996
Associates Degree - Computer Networking Systems
ITT Technical Institute
Special Achievements
Ascension Technologies 2019, Nominated for an Ascension Technologies Leadership Award – Nominee Certificate - Customer Service