Technical Support Engineer

JOHN O. CALLAWAY JR.

**** ****** **** *****( Loganville, GA 30052 ( 770-***-****

(***********@*******.***

SUMMARY OF QUALIFICATIONS

An experienced information technology professional with expertise in both

desktop and network support. A detail-oriented problem solver known for

achieving results. Superior analytical skills with proven success in

troubleshooting various levels of network connectivity. A strong team

member with the ability to deal effectively with customers at all levels of

the organization.

PROFESSIONAL EXPERIENCE

DELL 2009-2010

Field Technical Services Analyst

. Provided level II break fix computer support services for state of

Georgia office locations

. Responsible to perform all installations, equipment moves, adds and

changes in accordance with contracted service level agreements.

. Documented all work activities using the Maximo incident management tool.

. Escalated server or networking issues to appropriate IBM or ATT staff

. Achieved and maintained targeted service level metrics.

Georgia Department of Driver Services, Conyers, GA,

2005-2009

Enterprise Network Specialist/User Support I /Systems Administrator

. Responsible for both local and remote desktop support of 800 + end users

and over 1000 workstations and related peripheral equipment

. Delivered 1st level support including user set up and configuration of

internal agency software applications

. Monitored network performance and resolved network outages following

established escalation procedures

. Provided both local and network printer support

. Maintained users access to network resources

JOHN O. CALLAWAY, Jr. PAGE TWO

First Data Corporation, Marietta, GA 2004-2005

Technical Support Agent

. Responsible for helpdesk support of credit card point of sale terminals

. Conveyed step by step instructions to resolve point of sale application

issues

. Notified customers of system outages and estimated time of repair.

. Maintained ACD availability to answer all incoming calls in queue

. Promoted to team that maintained 90% customer retention rate

DeKalb County School System, Decatur, GA

2001-2004

Certified Technical Support Specialist

. Served as the initial point of contact for students, staff and faculty

seeking technical assistance for campus technology issues

. Monitored and maintained system backup and restore process

. Performed troubleshooting analysis of servers, workstations and

associated systems.

. Installed and configured operating system service packs and anti-virus

software definition updates

. Maintained connection to both local and network printers

. Controlled access to network resources in an Novell environment

TAC Staffing, Atlanta, GA 2000-2001

Bellsouth -Technical Support Representative

EarthLink Internet Service Providers-Technical Support Representative

. Handled inbound support calls within a high volume call center

environment

. Responsible for ensuring customer satisfaction in every step of problem

resolution

. Investigated connectivity issues reported by customers in a timely and

efficient manner

. Maintained 92% 1st call resolution rate.

Education

Florida A&M University

Bachelor of Science Degree, Economics, August 1991

Technical Training & Continuing Education

Microsoft Certified Professional

Cisco Certified Network Associate

Fundamentals of Project Management

ITIL Foundations coursework

Microsoft Certified System Engineer

Contact this candidate