Richard Washington
Georgetown,DE
Summary
Dedicated Desktop Technician with a strong foundation in customer support and a proven track record of resolving complex technical issues. Expertise in delivering exceptional service consistently contributes to high customer satisfaction rates. Known for effective problem-solving skills and clear communication, ensuring clients receive timely and accurate solutions. Committed to enhancing user experiences through technical proficiency and a customer-centric approach.
Overview
37
37
years of professional experience
Work History
IT Technical Support Specialist II
PERDUE FARMS
02.2019 - Current
- Responds to calls for the Customer Service Desk in a professional, fast, effective and efficient manner stressing customer service.
- Functions as part of a team consisting of IT personnel, user department personnel, selected outside vendors, and customers.
- Monitors the system continuously during the shift looking for any potential or actual performance problems and resolves the problem or passes on to the appropriate associate.
- Collaborated with cross-functional teams to enhance customer service processes and improve satisfaction rates.
MIGRATION TECHNICIAN
TEKSYSTEMS
10.2018 - 02.2019
- Performed various hardware installations and software upgrades using MSSM, Windows Updates, and Active Directory.
- Preventive maintenance on peripheral devices such as printers, copiers, fax and tablets.
- Windows Migration from Windows 7 to Windows 10 using Window and Mac OS.
INDEPENDENT CONTRATOR
ONFORCE, WORK MARKET, FIELD NATION
03.2016 - 09.2018
- Performed various hardware and software installations.
- Performed Cisco router firmware updates.
- Worked with various vendors to install and upgrade point of sale systems, network cabling and terminations.
SUPPORT CENTER TECHNICIAN
BURRIS LOGISTICS
01.2013 - 02.2016
- Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
- Answered user inquiries regarding computer software and hardware operation.
- Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
- Fixed bugs as they were encountered.
- Diagnosed and serviced desktops, laptops, software applications and equipment such as printers and fax machines.
INFORMATION SYSTEMS TECHNICIAN
SEAFORD SCHOOL DISTRICT
10.2009 - 12.2012
- Travelled to client sites and answered questions via phone and email so that issues were remedied in a timely manner.
- Responded to technical problems, diagnosed problems and escalated issues when necessary.
- Completed installation, configuration and patching of hardware and software for users across multiple locations.
- Diagnosed network problems involving a combination of hardware, software, power and communications issues.
ELECTRONICS TECHNICIAN
UNITED STATES NAVY
07.1989 - 08.2009
- Responded to all client requests for technical support by phone, email and inter-office chat service.
- Installed, updated and configured hardware and software.
- Provided continuous, reliable and secure communications and C4I service to U.S., Allied and Coalition forces worldwide in support of Operation Enduring Freedom and Operation Iraqi Freedom.
Education
HIGH SCHOOL DIPLOMA -
SEAFORD SENIOR HIGH SCHOOL
06.1989
ELECTRONIC TECHNICIAN -
UNITED STATES NAVY
01.1989
Skills
- Network Administration
- Computers and Electronics
- Windows Operating Systems and Servers
- Zoom Administration
- Active Directory Administration
- Documentation and Materials
- Microsoft Office Administration
- Knowledge Article / SOP Creation
- Help desk support
- Problem-solving
- Complaint handling
- Data entry
- Ticket management
- Customer response
Timeline
IT Technical Support Specialist II
PERDUE FARMS
02.2019 - Current
MIGRATION TECHNICIAN
TEKSYSTEMS
10.2018 - 02.2019
INDEPENDENT CONTRATOR
ONFORCE, WORK MARKET, FIELD NATION
03.2016 - 09.2018
SUPPORT CENTER TECHNICIAN
BURRIS LOGISTICS
01.2013 - 02.2016
INFORMATION SYSTEMS TECHNICIAN
SEAFORD SCHOOL DISTRICT
10.2009 - 12.2012
ELECTRONICS TECHNICIAN
UNITED STATES NAVY
07.1989 - 08.2009
HIGH SCHOOL DIPLOMA -
SEAFORD SENIOR HIGH SCHOOL
ELECTRONIC TECHNICIAN -
UNITED STATES NAVY