Summary
Work History
Education
Skills
Certification
Timeline
Generic

DEWITS CHAM

Brooklyn,NY

Summary

COMPUTER SUPPORT TECHNICIAN / DESKTOP TECHNICIAN / HELP DESK TECHNICIAN A+ Certified / Network+ Certified / HP Certified ACMT (Apple Certified Macintosh Technician) Demonstrated ability to integrate computer skills, and possess the related education to exceed the technical, business, and customer requirements; Skilled at troubleshooting and fixing problems while minimizing customer stress levels; Ability to communicate effectively both verbally and in writing.

Work History

Remote

01.2003
  • Assistant for troubleshooting purposes (via Windows Server, )
  • Conducted field troubleshooting visits for replacement of hardware, and configuration upgrading
  • Device driver upgrade
  • Handled 15-20 tickets daily.

Technical Support Specialist

07.2021 - Current
  • Supports Windows 10
  • Office 365
  • Software update
  • Uses Active Directory User and Computers for user account maintenance
  • Uses Teamviewer Desktop for remote support
  • MS Teams
  • Uses ServiceNow as ticketing system
  • Network printer configuration and troubleshooting
  • Network drive mapping
  • Supports RSA Token Account
  • Supports Blackberry Account
  • Supports several Proprietary Software the company has

Senior Desktop Support Technician

Metropolitan Transportation Authority
10.2017 - 07.2021
  • Support the Beacon System
  • Supports Windows 7 and 10
  • Outlook 2010 - 2016 set up and configuration
  • Network printer configuration, troubleshooting ad part replacements
  • Network drive mapping
  • Creating outlook personal folders files
  • Importing/Exporting outlook personal folders files
  • Data migration
  • Uses ServiceNow as ticketing system
  • Conference room set up
  • Support android smartphones
  • Uses Active Directory User and Computers for user account maintenance
  • Uses Microsoft Remote Desktop for remote support

Desktop Support Technician

Children’s Services
09.2012 - 10.2017
  • PC imaging (imaging tool: Ghost)
  • Outlook 2007 - 2010 set up and configuration
  • Network printer configuration, troubleshooting ad part replacements
  • Network drive mapping
  • Renaming, adding, and removing PCs to and from the domain
  • Creating outlook personal folders files
  • Importing/Exporting outlook personal folders files
  • Data migration
  • Uses SD+ as ticketing system
  • Conference room set up
  • Support android smartphones
  • Uses Active Directory User and Computers for user account maintenance
  • Uses Bomgar for remote support

Help Desk Analyst

Department of Homeless Services
11.2011 - 09.2012
  • Provides software support for an application named CARES
  • Troubleshoot internet explorer issues
  • Uses Microsoft SCCM (System Center Configuration Manager) and LogMeIn for remote support
  • Handled on average 18 tickets daily
  • Provides software Support for Win XP and 7
  • Performs password reset (by using Active Directory Users and Computers for Server 2008)
  • Uses Remedy as ticketing system

Desktop Support Analyst, Level

DC Comics & WB
04.2011 - 09.2011
  • Compacting and Rebuilding Entourage Databases
  • Uses Remedy as ticketing system
  • Software upgrade and update
  • Performing software maintenance on PCs and Macs (by using “Main Menu on Macs)
  • Renaming and Adding PCs to the domain
  • Renaming Mac computers
  • Creating and deleting local user accounts on PCs and Macs
  • Adding and Deleting Network and Local printers on Mac and PC computers
  • Creating local user accounts on PCs and Macs
  • PC imaging (uses Ghost and acronis)
  • Hard drive and memory replacement for PCs
  • Import/Export .pst files and contact lists
  • Network drive mapping
  • Utilizes Bomgar for remote support
  • Network Drive Mapping (for PCs and Macs)
  • Printer support (Network and Local: HP, Lexmark, Canon, Xerox)
  • Configure email clients for Entourage (2004-2008 and Outlook 2011 for Macs) and MS Outlook (2002-2010 for PCs)
  • Erasing and Imaging Macintosh computers
  • Executive

Help Desk/Desktop Support Technician

LIC
02.2010 - 07.2010
  • Provided customer service, hardware, and software support for: Windows operating system (mainly Windows XP Professional); a special software used by the DOE named POS; Lexmark and HP printers (e.g
  • Printing issues, device driver issues, printer upgrades)
  • MS Access for Ticket tracking and recording.

Field Technician

ASI System Integration
09.2009 - 02.2010
  • Dispatched to multiple locations to perform break fix on PCs (mainly Dells), Macs (IMacs and MacBooks), as well as Lexmark printers.

Field Technician

PC Imaging, DELL via ICC, Interface Computer
03.2008 - 07.2009
  • Dispatched to multiple locations; Basic TCP/IP configurations; set up and configure desktop computers (Windows and Mac) to the network of the school and to the local and network printers; laptops (Windows and Mac operating systems) are configured to the network wirelessly or by the use of a Cat5 cable and to network and local printers as well
  • Set up network printers to the LAN of the school (hard-wired or by means of a WAP) in general offices as well as classroom environments
  • Troubleshoot Hardware and Software Issues
  • As Site leader supervised a 5 field technicians.

Education

Bachelor’s - information technology

WGU

MCITP: Enterprise Administrator on Windows Server 2008 - undefined

Compu21
2011

MCSA: System Administrator on Windows Server 2003 - undefined

New Horizons Computer Learning Centers
2008

Associates Degree - Science

Kingsborough Community College
2001

Skills

  • HARDWARE:
  • PC: Dell, HP, Gateway, Macintosh Printers: Lexmark, HP, Brothers, Xerox
  • SOFTWARE:
  • Win 2000, XP, Vista, 7, Windows Server 2003-2008 (Uses VMware as studying tool for Win Server 2008), MS office 2003-2007, VMWare, PowerShell, Linux, MS Teams

Certification

A+ Certified; Network + Certified; MCTS (Windows 7, Configuration); Customer Service Mindset Certified. Active Directory Certified Technician

Timeline

Technical Support Specialist

07.2021 - Current

Senior Desktop Support Technician

Metropolitan Transportation Authority
10.2017 - 07.2021

Desktop Support Technician

Children’s Services
09.2012 - 10.2017

Help Desk Analyst

Department of Homeless Services
11.2011 - 09.2012

Desktop Support Analyst, Level

DC Comics & WB
04.2011 - 09.2011

Help Desk/Desktop Support Technician

LIC
02.2010 - 07.2010

Field Technician

ASI System Integration
09.2009 - 02.2010

Field Technician

PC Imaging, DELL via ICC, Interface Computer
03.2008 - 07.2009

Remote

01.2003

Bachelor’s - information technology

WGU

MCITP: Enterprise Administrator on Windows Server 2008 - undefined

Compu21

MCSA: System Administrator on Windows Server 2003 - undefined

New Horizons Computer Learning Centers

Associates Degree - Science

Kingsborough Community College

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