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Customer Service Technical Support

Location:
Norcross, GA
Salary:
$20.00hr
Posted:
October 05, 2015

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Resume:

Sonal Patel

Email: acryyv@r.postjobfree.com

Address: **** **** *****, ******, ** 30084

Phone: 404-***-****

Qualifications

Dedicated and team-oriented Information Technologies Professional with exceptional skills implementing IT services for large and small environments to meet client needs. Provide outstanding product and software development expertise and translating customers into highly effective solutions. Proven experience supporting technology infrastructures complements strong analytical capabilities and communication, problem solving, troubleshooting skills.

Education

California State University Fullerton, CA

Bachelor of Science in Computer Science, 2002 – 2004

Emphasis in Information Systems.

Augusta State University, Augusta, GA

Studies towards a Bachelor of Science in Computer Science, 1997 – 2001

Computer Skills

Web Technologies: IIS, Webhost/cPanel Manager, Apache, ModulusGate, Lyris Web Manager and Macromedia Dreamweaver

Hardware: Desktops, notebooks, scanners, printers, peripherals, PDA’s, routers, switches, network boxes, cables, and DNS gateway servers

Software: Macromedia Dreamweaver/Flash, Ultra Edit, Microsoft Visual Studio.NET, Code Warrior, Borland, JBuilder, Textpad, Photoshop, Adobe Illustrator, Adobe Designer, Serve-U Administrator, FileZilla, Modulus, WS_FTP, Lotus1-2-3, WordPerfect, Quattro Pro, and Microsoft Office Suite.

Operating Systems: Microsoft Windows 9x/NT/2000/2003/XP/Vista and 7, UNIX, Free BSDI, Red Hat Linux, Fedora, Mac OS 8/9

Networking: LAN, WAN, TCP/IP, DNS, SMTP, POP, and FTP.

Programming Languages: Java and (X) HTML.

Professional Experience

CANDLER INN, Decatur, GA April 2012 – February 2014

Hotel General Management

Managed Customer Service at front desk.

Managed housekeeping, maintenance and repairs for rooms.

Managed all accounts receivable and payable.

Installation of ceiling fans, television sets, appliances for customer rooms.

Monitoring and ordering of inventory supplies for day to day operations.

Silverpop Inc, Atlanta, GA June 2008 – March 2009

Client Support Specialist

Provided font line timely and accurate responses to website, e-mail and telephone Client issues in keeping with published Service Level Objectives.

Documenting all Client issues in Call logging system. Keeping Clients updated with current status.

Escalate Cases promptly to other team members when knowledge is exhausted or handover required.

Managed Customer expectations, ensuring timely resolution of issues.

Collaborated with Global Support team to progress Client issues.

Provided input and recommendations for technical knowledge base articles.

Diagnose, troubleshoot and analyze software issues successfully.

Techlogic Inc, Decatur, GA April 2008– June 2008

Web Designer Contractor

Update data for websites and maintain website per needed bases for clients.

Provide recommendations for improvement of current site and enhancements that can be made.

Develop simple scripts for forms with interactive response from end user.

TechLogic Inc, Orlando, FL January 2006 – October 2007

Helpdesk Specialist

Provide technical support level I & II for clients and customer’s hardware and software issues.

Diagnose and repair computer systems with hardware, software and networking issues.

Custom build systems with specific components and devices.

Create service calls for clients based on service requirements from network setup to printer repair.

Document any troubleshooting issues and associated resolutions.

Meet with clients for web development projects, update and maintain client websites

Designed the Corporation website.

Configure and implement domains on windows server with appropriate settings and permissions.

Manage spam server, Microsoft exchange and pop email accounts.

Hostcentric/Interland/web.com, Orlando, FL October 2004 – July 2005

Technical Support Specialist

Provide technical support based on clients hosting packages and resolve related issues on systems that included BSDI, UNIX, Fedora, and Windows NT/2000/2003 shared, dedicated, or customizable servers.

Perform analysis, replicate and evaluate problems, and identify appropriate solutions in order to ensure time resolution of client issues with every call ticketed.

Set up E-commerce packages, provision domains onto appropriate servers, recalculate FrontPage server extensions, add web sites onto windows; create FTP/FrontPage users, install or renew Geotrust, Verisign or Thawte secure certificates and set up password protected directories.

Manage shell access to servers, and add or edit DNS records for domains.

Install NetTracker, Awstats, Livestats from log files for viewing activity for the domain.

Check mail queue, mail logs, ports, configuration files, and tar/zip files.

Troubleshoot issue with Plesk, Lyris, Horde, Twig, Livestats, NetTracker, Awstats, and Miva.

Facilitate “shadowing” and deliver training to new trainees.

California State University Fullerton, Fullerton, CA Augusta 2002 – January 2004

Intern – The Center for the Study of Emerging Markets (January 2003 – January 2004)

Assisted the Database Engineer with an Access and SQL database to facilitate research activities.

Analyzed database functionality and objectives, integrated and tested enhanced features.

Set up individual control domains, user names & passwords for international centers.

Performed research on international hi-tech marketing companies and created brochures for marketing conventions.

IT Student Assistant – CSUF Help Desk (May 2003 – June 2004)

Led teams up to 3 associates, and generate troubleshooting tickets for effective resolution.

Analyzed & replicated problems, worked on resolutions, equipment repairs & systems restoration.

Configured images onto systems, and mount computers to appropriate network systems.

Communicate technical issues to students, staff, faculty, and institute members.

Install and update software applications, as well as upgrades and install patches to resolve issues.

Performed inventory management tasks utilizing scanning technology and an inventory database.

Trained staff on new imaging methods in support of new rollouts and phone ticketing system.



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