John Lockwood
Senior Microcomputer Technical Support Specialist
Orchard Park,United States
Summary
Thorough Service Technician with commitment to superior service. Driven to consistently contribute value through impeccable work ethic and unending quest to achieve new service skills.
Experience managing high-volume of service calls while maintaining quality and efficiency. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach.
Expert with Microsoft Windows all Versions and Hardware and software repair and user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Full-Service Computer Technician handled everything from PC onboarding through maintenance and repair to secure decommissioning services.
Carefully protects sensitive data integrity. Holistic provider of exceptional PC repair and data management services.
Overview
24
24
years of professional experience
2
2
years of post-secondary education
Work History
Computer Technician
A PC Clinic Computer Service
Orchard Park, NY
09.2009 - Current
- Refurbished more than 2000 computer systems and serviced thousands of satisfied clients over 14 years.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Linked computers to network and peripheral equipment.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Recommended new and replacement hardware and software purchases.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Recovered critical information from data back ups to restore functionality.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Updated and replaced outdated drivers and software for computers and office machines.
- Generated reports for customer service issues and repair records.
- Explained diagnostic findings to customers and outlined repair or service options.
Customer Service Representative
Niagara Mohawk Power Corporation
Buffalo, NY
01.2000 - 01.2007
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain 1customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Handled customer inquiries and suggestions courteously and professionally.
Education
Bachelor of Science - Information Technology
Bryant And Stratton College - Orchard Park, N.Y.
Orchard Park, NY 09.2004 - 12.2006
Certification - MCDST IT Boot Camp Parts I & II
Bryant And Stratton College
Getzville, NY 05.2001 -
Skills
Web Security
PC refurbishment
Technical Writing
Virus and malware prevention
Network component installations
Operating system testing
Computer imaging
Technical Analysis
PC decommission management
Hardware and software installation
Desktop and laptop installations
Help desk support
Technical Support
Security best practices
Project Management
Timeline
Computer Technician
A PC Clinic Computer Service
09.2009 - Current
Bachelor of Science - Information Technology
Bryant And Stratton College - Orchard Park, N.Y.
09.2004 - 12.2006
Certification - MCDST IT Boot Camp Parts I & II
Bryant And Stratton College
05.2001 -
Customer Service Representative
Niagara Mohawk Power Corporation
01.2000 - 01.2007