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Customer / Technical Support

Location:
Toms River, NJ
Posted:
July 03, 2015

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Resume:

Tiani Jones

**** ******** **. ************, ** **145

267-***-**** – acqkhk@r.postjobfree.com

Certifications

CompTIA A Plus

Apple Certified Macintosh Technician OS X 10.5

International Computer Drivers Licensed

ActivStudio Smart Board Certification

Pennsylvania State Driver’s License

Summary of Qualifications

Proficient at troubleshooting Windows, OSX, IOS, Android to 802.3 and 802.11 network communications.

Able to repair, install, upgrade, and maintain desktop and notebook computers as well as printers and etc.

Extensive knowledge of technology terms and developments.

Exceptional customer service skills, account management, follow up, and sales.

Excellent written and verbal communication skills.

Ability to instruct users with computer and presentation skills.

Ability to write engaging technical documents to assist users in software usage.

Professional Experience

Connectify

Technical/Customer Support Manager, Philadelphia, PA 1/2013 – Present

Receive customer support requests. Classify issues, diagnose problems and work with developers to resolve non-trivial issues.

Investigate problems by completing research and consulting with the team as necessary (including delegation and supervision of a case). Contribute findings to a common knowledge base.

Collaborate with management and engineering to resolve service issues and to produce bug fixes, patches, test cases as appropriate.

Gain subject matter expertise in one or more domains and keep on learning as products and services grow and evolve.

Ability to learn quickly, thrive on change and handle the pressure of a customer facing job with Service Level Agreements working on multiple cases as the subject matter expert and reporting to management.

Maintain interaction within Sales and Professional Services to ensure customer needs are met and growth opportunities are maximized.

Temple University

IT Consultant, Philadelphia, PA 9/2012 – 12/2012

Provide first level help desk support to university staff and students across 7 campus buildings and 2 separate campus locations apart of the College of Health Professions.

Answer help desk phones, resolving user problems and documented solutions in Remedy Ticketing System.

Troubleshoot hardware and software issues, updating and installing software of both MAC and PC computers/ computer peripherals.

Maintain computers, printers, and capture equipment (ECHO) in computer laboratories, classrooms, and conferencing areas.

Provided support for cellular phones and mobile devices such as iPhones, iPads, iPods, and etc.

School District of Philadelphia

Helpdesk Analyst, Philadelphia, PA 2/2010 – 6/2011

Provided assistance to over 10,000 plus employees of the Philadelphia School District as well as technical support for MAC and PC computers.

Provided helpdesk support to, end users, resolving layer 7 incidents by resetting, adding and deleting user accounts via terminal CLI for the school district of Philadelphia database mainframe.

Managing requests via help desk software, customer care, document preparation, and using technical tools such as Windows remote desktop, Apple remote desktop and UNIX terminals services

Community in Schools of Philadelphia, Inc.

Systems Administrator, Masterman High School, Philadelphia, PA 8/2009 – 2/2010

Served as the primary point of contact for as well as provided desktop support services to over 30+ staff members and classrooms in a primarily Mac OS environment

Performed maintenance in Open Directory, to include user accounts, machine availability, permissions and password resets

Managed Mac desktops and Mac laptops comprised of 17 to 32 computers, including a few PC as well, and performed database back ups

Performed data recovery in the event of corrupted OS

Hardware break fix for Mac computers, ordering parts and repairing them on-site

Education

Community College of Philadelphia: Some College Credits

Business Administration

Computer Information Science

Haverford High School: June 2008

High School Diploma

Technical Experience

OS/Platforms:

MS Windows XP/Vista/7/8/8.1, Mac OS, OSX Server, iOS, Android, Windows Mobile Phone 8,

Applications/Tools:

Active Directory, Open Directory, MS Office Suite, Windows Remote Desktop, Command Prompt, Terminal, Apple Remote Desktop, Server Admin, Adobe Flash/Photoshop/Illustrator, LogMeIn, Ghost, VMware, WinPE, Citrix, Remedy, Zendesk, HelpScout, Trac Ticket System, Tarantula, OpenVPN, Get Satisfaction, Ammyy, Team Viewer, HipChat, Asana,

Languages:

Ruby, HTML5, CSS3,

Hardware:

Network client configuration and setup, PC workstations peripherals and notebooks, Apple workstations peripherals and notebooks and more.



Contact this candidate