Joseph H. White III
Computer Engineer
Grand Rapids,MI
Summary
Patient Technical Service Representative with 20 years providing workable and effective solutions to customers via voice chat and in person. Successful at converting upset ticket filers into satisfied clients. Always ready to tackle difficult electrical and mechanical issues by applying deep professional knowledge to address technical obstacles. Adept at quickly and effectively rectifying technical problems and concerns. Skilled at effectively communicating complex repair and replacement guidelines to diverse clientele via in-person, online and voice-based support interactions.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Technical Service Representatives
Peckham
Grand Rapids, MI
10.2015 - Current
- (TSRs) in this position I am responsible for providing over the phone support to a federal agency that is technical in nature
- The activities associated with this position include identification, prioritization and resolution of reported problems
- Additionally, over the phone, I perform general maintenance tasks and resolve less complex IT problems immediately, while the more complex IT issues will be escalated to a higher level of support
- While at work I may encounter the need to use problem management databases and/or proprietary help desk systems
- This position in the Business Services Division require a security clearance
- Thus, I must pass and maintain appropriate security and background checks as required for each contract which include
- A criminal background/history inquiry, Employment verification, Drug screening, Credit history.
IT Engineer
Onsite Computer Repairs & Networking Solutions
, MI
09.2004 - Current
- This consultant position specializes in travel to a customer’s home or place of business for installation, repair or upgrade of the customer’s computer system
- My services include assessing the customer’s needs and recommending the appropriate equipment, then following with the installation, setup and training of the customer in regard to the new and upgraded equipment
- I have extensive experience in installation of wired and wireless networks, PC/Server maintenance and repair, as well as design and set up of websites based on the customer’s specifications.
Computer and Electronic Repair Technician
Go2IT
, MI
06.2005 - 09.2015
- As an IBM service representative, I travel to businesses and homes to repair, troubleshoot, or replace any defective or outdated computers or electronics
- I have recently worked on three major projects as lead technician which include Best Buys; where I refitted new hardware, and reprogrammed them with Windows 7 instead of the Windows XP they were using
- Hilton Hotel’s; refitting 5-15 workstations and replacing their server and workstations with new leased equipment, backing up and restoring user and hotel data to the new systems which at some sites I was responsible for a team of technicians to complete the refresh in one night, and I worked a 5 month national contract at Experian in their Chicago headquarters in which we backed up user data from Win XP and restored them to a new Laptop with Experian’s corporate image of Win 7 pro then deployed them to the customer and did training if needed
- I have worked at other companies as Tech support replacing and troubleshooting their computer and networks to satisfy their updated computer needs.
Customer Service Technician
Rowe International Corp
Grand Rapids, MI
04.2007 - 08.2008
- This position required helping customers fix their computer based or CD based jukeboxes remotely and helping them troubleshoot their money changers sometimes to the component level over the phone
- While talking to the customers on the phone I would use remote software to repair, and update their computer-based jukeboxes for customers all over the United States
- Part of the troubleshooting included helping them keep the jukeboxes connected to the broadband internet either through Wi-Fi or a wired connection, which was required for operation
- Additional services on the digital jukeboxes were to help them connect the digital table top bar games to the jukebox through wireless connections to use it as a remote selector
- Other duties included helping customers troubleshoot the electronics in the jukeboxes and changers to identify the defective component and repair if possible.
Service and Repair Technician
Xerox – Manpower Professional
, South West MI
08.2006 - 12.2006
- I am trained on repair of Xerox copier systems, which includes traveling to the customer site using multiple troubleshooting and testing devices to repair the copier systems: as well as helping the customer to understand the proper use of their machine.
Technical Support Group Technician
United Parcel Service
Grand Rapids, MI
11.2000 - 11.2005
- My position included upgrading, networking, repair, and maintenance of computer and server systems for internal and external customers
- Internally my duties in the HUB included inventory control and primary sort coverage thus addressing any problems in the automated sort
- My responsibilities also included maintenance of smaller systems including multiple line phone systems, time card reporting modules, onsite RF radio antennas and various inkjet, laser, and thermal printers
- Maintenance duties included troubleshooting and repair of both mechanical and software aspects of all of the above, and making sure the wire and fiber connections were communicating properly
- Having skills of troubleshooting, Networking, user training and database management were essential in this environment.
Education
Bachelor’s Degree - Computer Science
Baker College
Muskegon, MI 09.2000 - 05.2002
Associate Degree - Electronic Engineering
ITT Technical Institute
Grand Rapids, MI 09.1995 - 05.1998
Skills
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Certification
A+
Timeline
HDI Support Center Analyst (HDISCA) training focuses on support center strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an introduction to service management process., [Company Name] - [Timeframe]
07-2017
Technical Service Representatives
Peckham
10.2015 - Current
Customer Service Technician
Rowe International Corp
04.2007 - 08.2008
Service and Repair Technician
Xerox – Manpower Professional
08.2006 - 12.2006
Computer and Electronic Repair Technician
Go2IT
06.2005 - 09.2015
IT Engineer
Onsite Computer Repairs & Networking Solutions
09.2004 - Current
A+
05-2002
Technical Support Group Technician
United Parcel Service
11.2000 - 11.2005
Bachelor’s Degree - Computer Science
Baker College
09.2000 - 05.2002
Associate Degree - Electronic Engineering
ITT Technical Institute
09.1995 - 05.1998
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