Iris Kelley

**** **** ** *** *-**

Marietta, GA *0067

678-***-****

acskz6@r.postjobfree.com

A+ certified dynamic Technical Support Analyst with excellent customer service skills seeking to leverage these strengths into a mid level support tech or helpdesk position

PROFESSIONAL EXPERIENCE

GA Department Of Education – Atlanta GA 8/2006-3/2015

Systems Analyst 1

Primarily phone/email support of internal applications supporting all of the State of Georgia school districts. System and account lock outs as well as correcting data errors are the primary function. PC Anywhere and LANDesk are used to troubleshoot remote desktop hardware, software and connectivity issues. Supporting users with Remedy Call tracking and case management. Technical support of WinXP and Win7&8 issues is conducted, user accessibility problems to business applications and network access thru the Ga dept of education web portal is resolved. Resetting of password and network security are also addressed

After hours - Norcross, Georgia 7/2005-7/2006

Store Support Analyst and PC Staging Support Technician

Duties include Windows Upgrade, PC Refresh and PC Staging and Ghosting of Dell computers and laptops. Installs, configures and troubleshoots various POS systems software for retail stores using Vantive as call tracking system complete ownership of issue until it’s resolved by software improvements or dispatch of hardware techs.. HP network and local printer installation. McAfee Safe boot Encryption installation and troubleshooting for Windows XP are also used.

Home Depot – Atlanta, GA 1/2003-6/2005

Support Tech 1

Answered calls from all of US and Canada POS end users regarding hardware and software failures with opening closing and day operations of stores. Configured PC’s, Handheld Scanners, Scales, and Vaults remotely then logged all calls thru Remedy/Clarify software with resolution along with upgrades to Microsoft OS systems and Office products. As needed dispatching calls to field with correct parts and action plans.

Dendrite - Somerset, NJ 2/2000-2/2002

Break/Fix

Technical support at Somerset location which includes all Pfizer Pharmaceuticals reps across the US. Client Support Technician responsibilities included hands on Local and Network HP and Dell printer configuration and installs, break-fix, Dell PC’s and Laptop Desktop rollouts, network port troubleshooting and activation using Ghost App, Cisco VPN, Microsoft Suite, Remedy and various Non Microsoft products. . Extensive troubleshooting of MS XP Professional OS, Windows XP, Outlook documentation creation, Blackberry activations and troubleshooting, Local and Wide Area Networking connectivity.

Software

MS Windows XP-8 MS office 2003-2010. Proprietary software packages Remedy, Vantive, Clarify call tracking, Apple OS

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