Summary
Overview
Work History
Education
Skills
Timeline
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BERNARD KING

Pittsburgh ,PA

Summary

Resourceful IT Technician offering 14 years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals, mobile device management, and recording technical issues. Familiar with Windows, Linux and Mac OS environments.

Overview

29
29
years of professional experience

Work History

Desktop Support Engineer

Giant Eagle
Pittsburgh, PA
07.2018 - Current
  • Provided customer service and technical support for mobile devices, tablets, and other wireless products.
  • Configured device settings including Wi-Fi networks, Bluetooth connections, email accounts.
  • Ensured compliance with company policies related to customer service standards when dealing with inquiries or complaints.
  • Installed firmware updates on mobile phones to ensure they are running the latest version of the operating system.
  • Soti MobiControl Adminstration of on premises environment including enrollment, configuration, application deployment

Programmer Analyst

Giant Eagle
Pittsburgh, PA
10.2016 - 07.2018
  • Provided technical support on software applications throughout the organization.
  • Monitored performance of applications after deployment in a production environment.
  • Investigated application issues, identified causes and initiated troubleshooting methods for immediate resolution.
  • Performed regression and performance tests for updated systems.
  • Resolved issues reported by users in a timely manner while adhering to SLAs.

Desktop Support Engineer

Giant Eagle
Pittsburgh, PA
04.2014 - 10.2016
  • Installed, configured and maintained computer hardware, software and peripherals.
  • Provided technical assistance to users in person, via phone or email.
  • Created detailed documentation for IT processes, procedures and troubleshooting steps.
  • Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices.
  • Developed scripts to automate routine tasks for improved efficiency.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.

Help Desk Analyst

Giant Eagle
Pittsburgh, PA
06.2010 - 04.2014
  • Actively monitored incoming emails related to help desk tickets.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Provided technical support to customers over the phone and email.

Help Desk Associate

HP
Harrisburg, PA
09.2009 - 05.2010
  • Opened service tickets for clients, documenting user information and description of problem.
  • Maintained up-to-date case documentation for future reference.
  • Supported customers with online billing, access and account issues.

Manager

McDonald's
Huntingdon, PA
06.1995 - 09.2009
  • Monitored staff performance and addressed issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.

Education

Bachelor of Science - Business Management

Clarion University of Pennsylvania
Clarion, PA
05-2001

Skills

  • Application Installations
  • End-User Support
  • Mobile Device Management
  • Advanced Troubleshooting

Timeline

Desktop Support Engineer

Giant Eagle
07.2018 - Current

Programmer Analyst

Giant Eagle
10.2016 - 07.2018

Desktop Support Engineer

Giant Eagle
04.2014 - 10.2016

Help Desk Analyst

Giant Eagle
06.2010 - 04.2014

Help Desk Associate

HP
09.2009 - 05.2010

Manager

McDonald's
06.1995 - 09.2009

Bachelor of Science - Business Management

Clarion University of Pennsylvania

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BERNARD KING