Customer Service Technician

Key Skills

. Knowledge of MS Office Suite ****, Symantec Ghost Utility, Symantec

Backup Exec, MS RDP, Dame Ware Remote Utility, VLC

Remote Tool, VMware, USMT, Ultra VNC, Royal TS, ASSP, LANDesk,

MSA, SafeBoot, Livemeeting, LotusNotes, Toad,

Cisco VPN client, Active Roles server Console, Putty, Linux

RedHat, IpCop

. CompTIA A+ certified Technical Support Specialist with excellent

customer service skills and extensive help desk

. Proficiency in Windows Desktop OS, Server 2000/2003, Active

Directory, Exchange 2000/2003/2007 Entourage, Virtual

Server, Mac OS X, AS 400/270, Linux, VMware ESX 3.5 and VSphere

4

. Ability to structure networks, including but not limited to, design

and implementation of LAN, WAN and wireless networks.

. Experience in VOIP and IP phone set-up/configuration and Website

updates.

Experience

Plum Choice Remote Support Technician Support Level 2/3

September 2009 - March 2010

. Provided over the phone and remote support for AT&T residential and

business clients including hardware support, software support,

. virus removal, networking support for Mac's and PC's, Printers,

Routers, Servers and applications

First data LAN Administrator

February 2009 - April 2009

. Responsible for all aspects of desktop management, software

deployment using automated, end user support, including all aspects

of diagnosing and troubleshooting, Security - using windows based

policies and Active Directory.

IBM eLearner Support Level 2/3

September 2007 - November 2008

. Provided 7x24 technical /admin support for elearning environment for

300,000 + internal customer set worldwide. Provide phone support via

phone, email and live chat. Non-scripted helpdesk. Customer assistance

and admin duties, which includes documentation and logging of all support

activity.

. Administrator of PDTool's client education management tool.

. Proficiency with Learning Management System (LMS) managing user accounts

and profiles on the system.

Logic speak IT Support Consultant

February 2007 - July 2007

. Provide 'Level 1/2' desktop/network support services and

coordinate the escalation of support requests with additional

resources.

. Perform disaster recovery and network monitoring, auditing

and logging tasks.

. Create and update network infrastructure documentation network

architecture maps, server configurations, installation

procedures and network resource credentials, Email migration, Active

Directory

ATS Tech Solutions Help Desk Technician/Jr. Network

Administrator/Field Tech. August 2006-Febuary 2007

. Installation of various hardware and software.

. Installed and configured wireless access points.

. Developed expertise with wireless IP phones, hand scanner, print

server installation, configuration and repair.

. Displayed a high level of proficiency with remote administrative

tools i.e. Dame Ware and RDP.

. Performed user training on new hardware and software packages. .

. Responsible for scheduled inventory of all IT assets.

Senior Bench Technician/Junior Network Administrator

February 2006-August 2006

. Created process and workflow diagrams using MS Visio.

. Developed bench policies and procedures manual.

. Assisted in determining suitable software to meet user requirements.

. Independently performed PC and laptop repair and preventative

maintenance.

. Identified network problems, and performed troubleshooting on

software and hardware..

Geek Squad Counter Intelligence Agent

October 2005-June 2006

. Utilized knowledge of computer hardware diagnostic and

troubleshooting.

. Performed installation/troubleshooting of all computer-

related devices.

. Completed software installations and upgrading.

. Conducted research online to work through complex problems.

Time Warner Cable Technician I

September 2004-June 2005

. Installed and upgraded VOIP telephones and high-speed data

products for subscribers.

. Communicated with subscribers regarding their service,

providing excellent customer service to all.

U.S. Marine Corps Data-Comm. /Multi-Channel Radio Operator

August 2000 - August 2004

. Implement, manage, maintained remote IT nodes providing secure

network connectivity

. Implement, manage, maintained Radio communication nodes to providing

secure communications

Education

ITT Technical Institute Duluth,

GA

A.S. Computer Network Systems

February 2007

Certification

CompTIA A+ Cerified Professional

September 25

2006

Advance Technology Group

Sandy Springs, GA

CCNP Boot camp

June 2009 - August 2009

CCNA Boot camp

June 2009 - June 2009

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