Customer Service Technical Support
Resume:
Kimberly Moss
Atlanta, GA 30312
*********.****@*****.***
Education
University of Maryland University College, Adelphi, Maryland
Masters of Science in Cyber Security, December 2012
Georgia State University, Robinson College of Business, Atlanta, Georgia
Bachelor of Business Administration in Computer Information Systems, August 2008
Georgia Perimeter College, Clarkston, Georgia
Associates of Science in Computer Science, May 2005
Relevant Computer Certifications
MCP Certified, Network + Certified, Citrix Certified Administrator, Security + (Certification in progress)
TECHNICAL SKILLS:
Windows XP, Windows Server 2003, Windows Server 2008, Software and Hardware Installation, Active Directory, Software and Hardware upgrades, Microsoft word, power point, excel, and outlook, Software and Hardware Configuration, Remedy, LAN Administration, SSL/TLS encryption, VPN, TCP/IP, IIS
Professional Experience:
Citrix, Alpharetta, GA 09/2008-06/2011
Lead Technical Support Engineer
• Support, install and configure security products Web Interface, Secure Gateway, Access Gateway (Standard and Advanced Edition), Access Essentials, and Presentation Server
• Knowledge of network technologies (TCP/IP, routing, firewalls)
• Provided first line of support for security, networking, hardware, and software issues to high-profile customers (enterprise end-user and reseller) via phone or email
• Exhibit initiative, follow-up and follow through with customer commitments
• Contribute to the solution entries in our in-house knowledgebase
• Document customer problem information, recommendations, and resolution in a clear and concise manner using CRM incident tracking system
SunTrust, Atlanta, GA 03/2008-07/2008
Technical Analyst
• Diagnoses and resolves user problems with our clients enterprise-wide computing technologies
• LAN/WAN connectivity, mainframe hardware and software, telephone equipment and other technology-related devices
Dexis LLC, Alpharetta, GA 04/2007-01/2008
Technical Support Specialist
• Troubleshot basic and advanced versions of Windows 2000/XP, hardware peripheral, databases and networks
• Answered technical software/hardware application questions
• Supported and performed complex technical duties related to Dexis digital products
Piedmont Hospital, Atlanta, GA 09/2005-03/2007
Technical Support Rep
• Supported three local hospitals, internal and external employees
• Supported over 500 proprietary software applications
• Provided first line of support for all networking, security, hardware, and software issues
• Created accounts and reset passwords in active directory
• Ensured users were able to remote in to workstations via vpn
US Army Reserves, Decatur, GA 08/1997-09/2005
Information Technology Specialist
• Installed, configured, and monitored secure local and wide-area networks, hardware and software
• Provided customer and network administration services such as passwords, electronic mail accounts, security and troubleshooting
• Performed upgrades on workstations and laptops systems
• Configured and setup desktop systems
• Performed software and hardware trouble shooting of user workstations
Related Qualifications:
• Highly trained to work with a diverse customer base
• 12 years of Customer Service Experience
• Trained others in the use of applications and in technical support methods
• Excellent problem solving and analytical skills
• Strong customer service skills as well as strong negotiating and decision-making skills
• Ability to support and work in a team environment
Contact this candidate