Timothy P Kanelos

acd7sf@r.postjobfree.com

719-***-****

Career Objective

Professional Technical Support Specialist with over 5 years experience looking to utilize my experience to

advance my career in Information Technology customer service and support through professional development

Summary of Qualifications

Excellent interpersonal, communication, and customer service and support skills

Able to identify and resolve customer service and support issues efficiently and effectively

Possess a high degree of technical knowledge with the ability to rapidly learn new technologies

Excellent troubleshooting skills with a detail-oriented approach to performing and completing tasks

Education

Information Systems Security (BS) American Public University (Sophomore) Charles Town, WV

Capistrano - Laguna Beach ROP Cisco Systems Networking Academy San Juan Capistrano, CA

IT Essentials 1: PC Hardware and Software

IT Essentials 2: Network Operating Systems

IntelliSource MCSE Certification Tech School Tustin, CA

Microsoft Pro Course

Certificates

ITIL Foundation Certificate in IT Service Management

Security Clearance

Interim Secret Clearance

Professional Experience

Technical Support Rep

2/14-4/14

Alorica

Provide the highest level standards of customer service and technical support for Samsung Android

wireless smartphone, tablet, products, and accessories.

Resolve a high rate of technical support issues while demonstrating the ability to accurately troubleshoot

and diagnose customer questions and concerns.

Member of the post purchase customer conversion from iPhone based smartphone to Samsung Android

based smartphone customer support team

Service Desk Specialist

9/12-4/13

USMAX Corporation

Primary interface to the United States Citizenship and Immigration Services (USCIS) end user for all IT

support issues

Handled high volume Tier-1 technical support calls while providing the highest level standards of

customer service, and resolving a high rate of technical support issues on the initial support call

Setup and created MS Outlook user profiles, setup and created MS Outlook email archives, setup and

created MS Office Communicator end user accounts

Configured end user profiles to install local printers, map to network printers, map to user files and

shared files on network drives

Performed software installations and updates for Microsoft Office, Adobe applications, and other client

software applications

Created new Blackberry Smartphone/PDA user subscriber accounts, initiated Blackberry Enterprise

Activation to setup Blackberry email service for the USCIS end user subscriber account

Proficient in resolving complex end user issues through Remote Administration support

Created, resolved, and escalated Remedy IT support tickets for network, software, and hardware

incidents

Processed Remedy IT support requests for access approval to application systems, and hardware related

setup and installation for the USCIS end user

NOC Tier3 Engineer / VMware Engineer

Infinite Group Inc 10/07-7/10

Key member of the VMware Virtualization Engineering team to virtualize and migrate USPS physical

servers into the Virtual Infrastructure Center network environment

Supported, Monitored, and Maintained the United States Postal Service (USPS) Network Server

Infrastructure to ensure server stability and uptime through daily Network Operations assigned tasks

IT supported systems: VMware, Citrix, UNIX, MS Exchange, BES, HP StorageWorks, SANs, Remote

Desktop, BMC Remedy

Processed DHCP network TCP/IP assignment and updates to network printers, computers, and devices

Performed batch file MS Server software security and patch updates on USPS infrastructure and

application servers

Performed upgrade launch release from MS Server 2003 to MS Server 2008 on USPS infrastructure and

application servers

Created Remedy IT technical support tickets to repair and resolve HP StorageWorks MSA 2000 data

storage array hardware and software issues

Created Remedy IT technical support tickets to repair and resolve HP Blade UNIX server hardware

issues

Indentified, researched, and resolved Tier 3 level technical support issues escalated from the Tier 1

service desk

Service Desk Analyst

Sitel 8/06-7/07

Primary interface of IT support for the United States Postal Service (USPS) end user client

Handled high volume Tier-1 technical support calls while providing the highest level standards of

customer service, and resolving a high rate of technical support issues on the initial support call

Setup and created MS Outlook user profiles, setup and created MS Outlook email archives, setup and

created MS NetMeeting end user accounts

Configured end user profiles to install local printers, map to network printers, map to user files and

shared files on network drives

Created new Blackberry Smartphone/PDA user subscriber accounts, initiated Blackberry Enterprise

Activation to setup Blackberry email service for the USPS end user subscriber account

Proficient in resolving complex end user issues through Remote Administration support

Created, resolved, and escalated Remedy IT support ticket incidents and processed support requests for

the USPS end user customer

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