Microsoft Windows 10
Damien Gilmore
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Representative
1901 Group/Leidos
- 06.2024
- Provided comprehensive support to users experiencing technical issues via phone, ensuring efficient resolution of problems and enhancing user satisfaction
- Managed ongoing technical issues by coordinating timely follow-ups and callbacks, ensuring continuity in support and problem resolution
- Delivered specialized assistance with Microsoft Outlook-related issues, troubleshooting and resolving email and calendar problems
- Diagnosed and resolved network connectivity issues, ensuring reliable and stable network performance for users.
Technical Support Representative
APEX (Temporary Assignment for Leidos)
- 01.2022
- Provided comprehensive support to users experiencing technical issues via phone, ensuring efficient resolution of problems and enhancing user satisfaction
- Managed ongoing technical issues by coordinating timely follow-ups and callbacks, ensuring continuity in support and problem resolution
- Delivered specialized assistance with Microsoft Outlook-related issues, troubleshooting and resolving email and calendar problems
- Diagnosed and resolved network connectivity issues, ensuring reliable and stable network performance for users.
Technical Support Representative
DXC Technology (Google Fiber Support Contract)
- 10.2019
- Delivered expert technical support for Google Fiber users, addressing and resolving a wide range of issues over the phone, from connectivity problems to service interruptions
- Managed and prioritized ongoing technical issues by providing prompt follow-ups and callbacks, ensuring continued support and efficient problem resolution
- Troubleshot and resolved specific Google Fiber-related issues, including installation problems, network performance concerns, and service outages, enhancing the overall user experience.
Senior Technical Support Representative
Teleperformance (Apple Support Contract)
- 04.2019
- Provided expert assistance to customers on the use of Apple software programs, including troubleshooting and guiding users through various features and functionalities
- Delivered support for iPhone-related inquiries, offering solutions for issues ranging from device setup to application troubleshooting
- Assisted customers with Mac-related technical issues, including hardware and software problems, to ensure smooth and effective usage of their devices
- Addressed and resolved a broad range of technical issues over the phone, delivering prompt and accurate solutions to enhance customer satisfaction
- Collaborated with engineering teams to escalate complex issues, ensuring timely resolution and continuous improvement of support processes.
Driver
Uber
07.2016 - 05.2017
- Provided reliable and efficient transportation services to passengers, ensuring a safe and comfortable ride experience
- Navigated efficiently using GPS and route optimization to minimize travel time and maximize customer satisfaction
- Maintained a high level of professionalism and customer service, addressing passenger needs and inquiries with courtesy and respect
- Managed vehicle maintenance and cleanliness to ensure a pleasant environment for passengers and uphold safety standards
- Handled cash and electronic payments accurately, managing financial transactions with precision and integrity.
Technical Support Representative
Shift4
07.2016 - 05.2017
- Provided expert support for customers experiencing technical issues with secure payment processing solutions over the phone, ensuring accurate and timely resolution
- Managed ongoing technical issues by coordinating follow-ups and callbacks, maintaining effective communication throughout the resolution process
- Assisted customers with troubleshooting PINpad devices, diagnosing and resolving hardware and connectivity issues to ensure seamless payment processing
- Collaborated with other vendors and service providers to address and resolve complex issues, facilitating effective problem resolution and enhancing overall customer satisfaction.
Senior Technical Support Representative
Greatcall
- 09.2014
- Provided technical support to customers over the phone, resolving issues related to Jitterbug devices and ensuring a positive user experience
- Coordinated and facilitated the return process for old hardware, managing returns efficiently and maintaining accurate records for inventory and customer service purposes.
Troubleshooting and Damage Assessor Technician
Dynamic Office Services (Temporary Assignment for HomeGuard)
- 09.2010
- Answered incoming calls and provided prompt, professional assistance to customers regarding their equipment issues and service needs
- Assisted customers with troubleshooting equipment problems over the phone, guiding them through diagnostic steps to identify and resolve issues
- Assessed the need for on-site technician visits by evaluating the severity of equipment problems and determining if a physical inspection was required
- Prepared detailed reports on customer claims and equipment issues, documenting the status and actions taken for accurate record-keeping and follow-up
- Discussed repair options with customers when equipment could not be fixed remotely, offering alternative solutions and facilitating decisions on next steps.
Technical Support
DirecTV
02.2007 - 06.2007
- Dispatched field technicians to customers' homes, coordinating scheduling and routing to ensure timely and efficient service delivery
- Managed the setup and shipment of new hardware to customers, ensuring accurate and prompt delivery to support seamless installation and service
- Organized the return process for old hardware, coordinating with customers and managing logistics to facilitate the return of equipment to DirecTV
- Assisted field technicians with resolving programming issues, providing technical support and troubleshooting guidance to address and resolve equipment-related challenges.
Wireless Customer Care & Technical Support Representative
Qwest Communication
10.2005 - 02.2007
- Provided comprehensive support for customers, addressing billing inquiries and resolving issues related to wireless accounts and charges
- Assisted customers with sales-related questions, offering information on available products and services and guiding them through purchase decisions
- Recommended alternative products to customers based on their needs and preferences, enhancing their overall service experience
- Delivered technical support over the phone, troubleshooting and resolving issues related to wireless devices and services
- Coordinated the dispatch of technicians to customer locations for on-site support, ensuring timely service and resolution of technical issues
- Managed the setup and shipment of new hardware to customers, ensuring accurate and efficient delivery for seamless service activation
- Oversaw the return process for old hardware, organizing logistics and facilitating returns to Qwest for proper handling and inventory management
- Provided assistance with basic programming questions, guiding customers through setup and configuration of their wireless devices.
Satellite Technician
Ironwood Communication (Contractor for DirecTV)
01.2005 - 09.2005
- Conducted satellite installations at customer locations, ensuring accurate and efficient setup of DirecTV equipment to deliver optimal service quality
- Performed site assessments to determine the best installation locations and configurations, considering signal strength and customer requirements
- Installed and calibrated satellite dishes, receivers, and related equipment, ensuring proper alignment and connectivity for reliable signal reception
- Provided customers with guidance on operating their new satellite systems, including equipment setup and basic troubleshooting instructions
- Conducted post-installation checks to verify system functionality and resolve any issues, ensuring complete customer satisfaction
- Managed inventory and equipment returns, maintaining accurate records and coordinating with the company for proper handling and storage of materials.
Education
Palomar Community College
San Marcos, CAVisionscape Inc
San Diego, CABoise State University
Boise, IDThe Art Institute
San Diego, CAHigh School Diploma -
La Costa Canyon
Carlsbad, CA06.1999
Skills
- Help Desk
- Technical Support
- Troubleshooting
- IOS
- Computer Networking
- Desktop Support
- Microsoft Windows
- Active Directory
- Operating Systems
- Network Administration
- Network Support
- DNS
- Computer Skills
- LAN
- Technical Troubleshooting
- Product Troubleshooting
- Remote Support
- Customer service expert
- Call Center Operations
- Customer Service
- Issue Troubleshooting
- Microsoft Outlook
- Customer Success Management
- User Support
- Software Installation
- Application support
- Account Management
- Desktop support
- Windows 10
- Mac systems
References
- Trevor Reynolds, 760-213-0073
- Brad Leadbetter, (208) 385-8225
- Ray Rillo, 760-594-0697
- Bryce Jenx, 619-985-9259
Certification
- CompTia A+
- CompTia Network+
- CompTia Security +
Work Preference
Work Type
Full TimeWork Location
HybridRemoteOn-SiteImportant To Me
Career advancementCompany CultureHealthcare benefitsSoftware
Microsoft windows 7
Microsoft windows 11
Apple MacOS
Microsoft Office 365
Microsoft Office2016
Apple IOS
Adobe Acrobat
Adobe Photoshop
Interests
AI
Computer Hardware
Technology
Board Games
Programming
History
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Driver
Uber
07.2016 - 05.2017
Technical Support Representative
Shift4
07.2016 - 05.2017
Technical Support
DirecTV
02.2007 - 06.2007
Wireless Customer Care & Technical Support Representative
Qwest Communication
10.2005 - 02.2007
Satellite Technician
Ironwood Communication (Contractor for DirecTV)
01.2005 - 09.2005
Technical Support Representative
1901 Group/Leidos
- 06.2024
Technical Support Representative
APEX (Temporary Assignment for Leidos)
- 01.2022
Technical Support Representative
DXC Technology (Google Fiber Support Contract)
- 10.2019
Senior Technical Support Representative
Teleperformance (Apple Support Contract)
- 04.2019
Senior Technical Support Representative
Greatcall
- 09.2014
Troubleshooting and Damage Assessor Technician
Dynamic Office Services (Temporary Assignment for HomeGuard)
- 09.2010
Palomar Community College
Visionscape Inc
Boise State University
The Art Institute
High School Diploma -
La Costa Canyon
Similar Profiles
CASSANDRA TANOCASSANDRA TANO
EMR Consultant, Clinical Application Analyst-Trainer at Leidos Health AKA Ettain Group AKA Experis Manpower GroupEMR Consultant, Clinical Application Analyst-Trainer at Leidos Health AKA Ettain Group AKA Experis Manpower Group
Wyatt MabryWyatt Mabry
Bartender and Shift Leader at 1901 RooftopBartender and Shift Leader at 1901 Rooftop
Carley SmithCarley Smith
Bartender at 1901 EventsBartender at 1901 Events
Daniel MorganDaniel Morgan
CSR Level 2/ Technical Support Representative/ Lead Technical Support Representative at Trijicon, Inc.CSR Level 2/ Technical Support Representative/ Lead Technical Support Representative at Trijicon, Inc.
Ryan R RobertRyan R Robert
Tier 1 Technical Support Rep/T1E Technical Support Representative/Advanced Product Support at Inmotion HostingTier 1 Technical Support Rep/T1E Technical Support Representative/Advanced Product Support at Inmotion Hosting