ASHLEY SANDERS – CHISHOLM

Raleigh, NC 919-***-**** acoy9s@r.postjobfree.com

TECHNICAL SUPPORT PROFESSIONAL

with an impressive 7 year track record of providing successful swift resolutions and winning customer

loyalty.

I. QUALIFICATIONS

• Ability to use multiple computer applications in a Windows environment and move

from one application to another.

• A problem solver who quickly grasps complex situations and turns them into

manageable tasks.

• Vast knowledge of web applications and Customer Relationship Management

systems such as Remedy, Salesforce, ServiceNow, HP Service Manager, Zendesk and

Sugar.

• Demonstrated sense of urgency in a busy environment by using strong skills in time

management, prioritizing tasks, and meeting SLA deadlines.

• Proven ability to understand and follow complex instructions to achieve successful

conclusions.

• Effectively articulate and cooperatively work with people of different backgrounds

and temperaments to produce and deliver required work.

II. TECHNOLOGIES

• • •

Microsoft Office Adobe Acrobat Microsoft

•

• Sugar CRM SharePoint

Veritas NetBackup

• Saleforce CRM • Veritas NetBackup

6.5

• TSM 6.3 7.1

• Remedy CRM

• •

Remote Desktop ServiceNow CRM

• Microsoft Outlook

• Active Directory • HP Service

• TSM 6.2

• IBM Tivoli Netcool Manager

• Symantec

• •

Zendesk CRM Veritas NetBackup

NetBackup

7.5

OpsCenter

• TransVault

Migrator

III. PROFESSIONAL EXPERIENCE

Citrix Systems, Inc (Contract)

Technical Support Engineer

February 2015 – Present

• Answers first level incoming customer support requests in a fast-paced

environment via phone, email, or chat. Assist customers who request support

ranging from product training and troubleshooting, account-services related

requests (billing / license management), and requests to cancel service as detailed

below.

• Supports ongoing management and retention activities, including research to

determine the root cause of the issue or problem. Identifies best approach for

retaining business based on client’s situation.

• Works on issues that range from answering product questions to providing basic

to moderately complex technical support when caller is experiencing difficulty

using a product

• Provides instruction on use and application of products; answers questions;

issues temporary passwords; asks questions to determine customer's

configuration and needs; makes recommendations regarding product selection

to current or prospective customers

• Responds to billing or contract questions, including assisting with updating

credit card information, setting up promotional pricing plans, canceling

accounts and issuing refunds

• Assists with product installation and/or access, remote printing and difficulties

with firewalls, audio and recording technologies

Alphanumeric Systems (Contract)

Helpdesk Analyst

December 2014 – February 2015

• Reset user passwords using Microsoft Active Directory

• Investigate and troubleshoot user Microsoft Office and Microsoft Outlook issues.

• Remote into users laptop to perform routine maintenance and remove non-compliant

programs

• Set up and configure mobile devices and printer hardware

• Log, open and resolve support tickets using Remedy CRM.

• Provided support to end users via telephone to investigate, troubleshoot, resolve or

escalate Application, Access, Printer, Hardware and Software issues.

Autonomic Resources, Inc. (Contract)

Administrative Analyst

July 2014 to August 2014

• Proven ability to accurately facilitate account management by creating, organizing

and updating customer records electronically and hard copies.

• Provided support to end users via telephone and email by analyzing,

troubleshooting and resolving issues.

• Ensured all tickets requiring follow up work received the appropriate attention.

• Assisted in developing and documenting improvements to current processes.

• Log, open and resolve support tickets using Sugar CRM.

• Create and edit documents for internal and customer use; such as welcome letters,

how to instructions, access passwords and Statements of work.

IBM (Contract)

Technical Support Analyst

September 2013 to July 2014

• Remotely monitor NetBackup and TSM backup job flow and recover failed services

for enterprise customers, when needed.

• Administer, troubleshoot and recover services for various platform using Netbackup

6.5, 7.1 and 7.5 Enterprise servers on various Unix and Windows based platforms

• 24x7 Monitor backup job flow and proactively monitor systems and networks with

Netbackup 6.5, 7.1 and 7.5 and Tivoli Storage Manager 5.5, 6.2, and 6.3

• Start, Stop and Suspend TSM and Netback services.

• Assist with Disaster recovery operations.

• Ensured all tickets requiring follow up work received the appropriate attention.

• Assist with the deployment of devices by being organized, detail oriented and

understanding policies, procedures and logistics.

• Take and record meeting notes during weekly meetings.

• Used basic Linux commands to fulfill report request for client environments.

• Log, open and resolve support tickets using Remedy.

• Utilized IBM Tivoli Netcool to monitor real-time alerts of client’s business

applications to ensure the continuous uptime of their business services.

• Lead knowledge transfer projects by working closely with Project Manager, Client

Point of Contact and Subject Matter Expert to retain the client’s policies and

procedures.

• Investigate and troubleshoot user Microsoft Office and Microsoft Outlook issues

• Assisted hardware department with Windows 7 migrations.

• Provided support to end users via telephone, autosupport and email by analyzing,

troubleshooting and resolving issues.

• Create emergency and standard change tickets using BMC Service Desk Express

• Deployed new devices by setting up, configuring and adding all hardware per client’s

specifications within target completion date.

• Assisted hardware department to re-image employee laptops.

• Assisted in developing and documenting improvements to current processes.

Glasshouse Technologies, Inc.

Client Specialist

August 2011 to August 2013

• Provided support to end users via telephone, autosupport and email by analyzing,

troubleshooting and resolving issues.

• Remotely monitor backup job flow and recover services for enterprise customers,

when needed.

• Used SCOM(System Center Operations Manager) to monitor alerts.

• Log, open and resolve support tickets using ServiceNow and Salesforce.

• Assisted hardware department to re-image employee laptops.

• Used Microsoft Active Directory to reset user passwords.

• Ensured all tickets that required follow up action received the appropriate attention.

• Assisted in developing and documenting improvements to current processes.

• Migrated email archives into new environments using TransVault Migrator for

enterprise level clients.

• Respond to Break/Fix requests by verifying warranty status, dispatching parts and

field support personnel.

• Processing part orders by being detail oriented, understanding of policies, procedures

and logistics.

Xerox Services

Technical Customer Care Agent

August 2009 to February 2010

• Trained new employees and explained protocols in order to provide an unwavering

commitment to providing exceptional customer service.

• Provided support to end users via telephone by analyzing, troubleshooting software

and hardware issues.

• Log, open and resolve support tickets using Zendesk.

IV. EDUCATION

Bennett William G. Enloe High School

College for High School Diploma

Women 2003

Finance and

Management

• Maintained a 3.5 GPA

• Alpha Lambda Delta Honor Society

• Duke Minority Business Scholarship

• 60 credit hours

Certifications

Currently pursuing CCENT certification

Contact this candidate