Jeffery Hicks

404-***-**** **** Champions Parkway, Lawrenceville, GA 30044 acqi9a@r.postjobfree.com

IT Support Technician

~Improving Systems & Network Uptime, IT Service Delivery, & Cost Savings~

Solutions-driven professional with 15+ years of success installing, configuring, and maintaining high performance systems and technical solutions to meet challenging business needs. Extensive background spanning a full range of IT operations, systems and help desk operations, and desktop support.

Core Strengths in:

IT Support & Service Delivery Help Desk Management

Stellent IPM Administration Maintenance & Troubleshooting

Technology Deployment & Upgrade Desktop Engineering & Support

Customer Service Client & Vendor Relations Responsiveness Team Leadership

Demonstrate ability to satisfy users through troubleshooting and problem resolution. Recognized as the “go-to person” for immediate resolution of complex system, network, and technical issues.

Organized, take-charge professional with exceptional follow-through abilities and detail orientation, able to plan and oversee projects from conception to successful conclusions.

Acknowledged for capacity to unite teams in a spirit of consensus, build internal and external relationships, and coordinate initiatives in deadline-driven environments.

Leadership has been cited for improving team morale, rapidly resolving customer-support errors, and spearheading solutions crucial for sustaining business reputations.

Professional Experience

Ricoh North america – Tucker, Georgia 08/01/2012 – Current

Imagine. Change.

Technical Support Analyst

Provides telephone "hotline" product technical service support in a call center environment to dealers, field technicians, VARs, OEMs and/or end user customers. Ensures high-level customer (caller) satisfaction by analyzing problems pertaining to malfunctioning electro/mechanical equipment, computer equipment, or software applications, identifying problem areas and recommending corrective action. Utilizes sophisticated diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of called-in equipment failures or issues. As needed, may replicate caller's equipment failure situation in a test laboratory, to aid in the diagnosis and ultimately step the caller through the resolution procedures. On occasion, may also provide pre-sales technical expertise to the sales team as needed, remotely assessing potential customer's application/business needs.

JOB DUTIES AND RESPONSIBILITIES

* Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely, professional manner. Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation. Assumes full ownership of incoming support requests. Escalates and follows up as needed to ensure fastest possible resolution.

* Makes entries for incoming issues and all activities that pertain to any existing issues within the call database software. Entries are accurate, detailed, and include all required fields

* Continually monitors phone, email, and voicemail queues and notifies team when attention is required

* Escalates cases to the appropriate vendor support, determining the most effective solution to a problem in direct contact with the vendor. Tracks cases referred to the vendor until they are resolved

* Completes all required administrative tasks in an accurate and timely manner

* Develop hardware, software, or product specific technical service solutions to a variety of problems of moderate scope and complexity

* Maintains and updates existing documentation, ensuring accuracy and relevance. Makes recommendations and assists with updating and developing new documentation.

* Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise

* Reviews all technical information pertaining to supported products, including new and updated information as it becomes available

* Independently conducts tests in controlled lab environment to duplicate and resolve issues

* Uses available lab equipment and other resources to effectively troubleshoot issues. Returns resources to proper working condition when through.

* Performs repair and preventative maintenance on all assigned lab equipment and software.

* As new lab equipment and software are added, actively guides team members in installation and setup and supports them in the maintenance and upkeep.

* Researches and tests recurring issues on assigned products, creating any needed documentation (i.e. change request, field bulletins or procedures) for approval. This would include escalation to the vendor.

* Actively participates in the testing or debugging of network-related issues, assuring closure or proper escalation as required

* Resolve issues where precedents are available and often when unavailable

* Attends and satisfactorily completes assigned training

* Assists in the development and enactment of internal training

* Responsible for the maintenance and safekeeping of a Laptop computer and other assigned company property

* Maintains up to date hard copy and electronic documentation on all supported products

* Installs and maintains current software on assigned workstation

* Performs other duties as assigned

COUSINS PROPERTIES INC. – Atlanta, Georgia 2000-2011

Leading diversified real estate company; $250 million revenue.

SR SYSTEMS ENGINEER

Dedicated and resourceful computer professional with 7+ years’ extensive experience in testing, installing, repairing and maintaining a diverse range of hardware, software and peripherals. Well versed in providing quality tier-1 and 2 support and customer service. Demonstrated ability to effectively organize incoming tickets and work orders. Track record of maintaining a safe and responsible work environment. A+, and MCP.

TECHNICAL EXPERTISE

● Installation: All kinds of hardware (Branded and non-branded), windows, software, applications and antivirus

● Troubleshooting: Failure identification, desktop/laptop/printers, PDA, Server Troubleshooting break-fix, and workstations management

● Operating Systems: Windows and Macintosh

● Computer Networks: LAN, Cabling, VPN, Remote connection

● User Account Management and Training

● Customer Service / CRM

● MS Office Suite 2007,2010 MS Exchange

• Installation of hardware and software on standalone personal computers and servers

• Ensure maintenance of end user workstations and peripheral devices

• provide desktop application solutions

• Respond to requests for technical assistance

• Manage testing procedures for newly installed hardware and software applications

• Ensure timely repair of equipment

• network troubleshooting procedures

• Provide backup to the network administrator

• Install and update antivirus programs on a constant basis

• Resolved customer problems on the subject of remote connection of PC hardware, Network, wired/wireless, printing and software issues

• Installed new hardware and server builds as required

• Maintained network, Overhead projectors, Audio visual and associated devices as allocated

• Harmonized with IT network providers and conversed regarding latest technical queries

• Provided standby help on PC related issues to all the end users

• Performed additional duties to fruitfully achieve company objectives

Major Achievements

• Redesigned and implemented a more efficient network system resulting in optimal performance of all workstations

• Troubleshot an extremely challenging software problem with a standalone PC

LUCENT TECHNOLOGIES – Atlanta, Georgia 1997-2000

Major manufacturer of telecommunications technologies; merged with Alcatel in 2006.

LEAD TECHNICIAN / NETWORK ADMINISTRATOR, COMPUTER TASK GROUP

Managed and executed installation, configuration, troubleshooting, and administration of network, desktops, and systems supporting multiple departments and hundreds of internal users under Windows NT environment. Supervised, evaluated, and motivated 7 direct reports. Oversaw vendor negotiations and procurement, staging, and Ghost imaging of new computer equipment for all departments, scheduling and coordinating teams and installation with focus on minimizing user downtime. Determined requirements and coordinated with managers and users to ensure alignment with system configuration. Scheduled and organized user training on new software and technical equipment. Managed vendor relations and served as liaison between IT, department supervisors, and users.

Selected Achievements & Projects:

Vitalized operations and improved productivity by automating and upgrading systems and delivering strategic and user-friendly technical advice, support, and training.

Saved thousands of dollars in technology cost through skillful analysis of potential vendors; ensuring cost-effective product alignment with corporate needs.

Spearheaded initiative to rotate computers and laptops at 3-4 year intervals to optimize productivity, efficiency, and functionality.

Researched and identified vendor to deliver new computers and remove obsolete equipment, saving thousands of dollars in storage costs.

Achieved highest levels of user satisfaction based upon timely implementation with minimal business disruption and highly responsive support.

Additional career history includes roles as Desktop Support Analyst for Oglethorpe Power and Desktop Technician for General Electric Company.

Education & Credentials

Information Technology/Computer Science Courses, Gwinnett Technical Institute, Georgia

Certified, Stellent IBPM Methodology, Oracle/Stellent Training Program

Microsoft Certified Professional

Technical Background

Operating Systems: Windows NT, Windows XP, Windows 2003 Server, Windows 7, Windows server 2008 R2, Linux Ubuntu and Redhat, Active Directory, MS Exchange 2003/2010.

Software: MS Office 2003/2010, MS Exchange 2003/2010, Active Directory, Stellent IBPM, Blackberry Admin Console, Stellent Capture, Oracle ODC, Citrix Metaframe, Postini, Accellion, WebEx, Bomgar, Rightfax Server software, Nuance Ecopy Sharescan, Symantec Backup Exec, Symantec Antivirus,. ApplicationXtender ECM, @remote, Globalscan, Kofax ECM, DocSend, Fortis ECM

RDBMS: SQL Server Basic fundamentals

Protocols: SMTP, TCP/IP, 802.11, HTTP, HTTPS, POP3, DNS, DHCP, SIP configuration, UDP, SSL, FTP

Hardware: Helpdesk, Desktops, Laptops, Avaya VOIP Support, IPAD, IPhone, HP Proliant Servers, AV Equipment, Blackberry Bes/Bas, Ricoh printers Embedded Solutions and Appliances.

Tools: Bomgar Remote Connect, WebEx, Solarwinds Network Monitoring, Fog Imaging, Numara, Ghost Imaging

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