J. Spencer Goolsby

**** * **** **

Hendersonville, TN 37075

T 615-***-****

ac0q29@r.postjobfree.com

SUMMARY OF SKILLS

* Customer service expertise with over 15 years of experience working in customer service related fields including: food service industry, retail, Information Technology

* A+ Certified Tech

* Proficiency with both Microsoft and Mac OS

* Experience in a high call volume call center, dealing directly with commercial clients to resolve their IT issues, connectivity, resetting passwords, accessing their web-based services

* Basic Active Directory experience

* Remote troubleshooting experience using Citrix (Go To Assist), JoinMe, Pagescope, Remedy and Eautomate

PROFESSIONAL IT EXPERIENCE

Jr Tech Support Analyst, Ciber, Nashville, TN – 5/16 - Present

Work with the Department of Education for the state of Tennessee, troubleshooting issues for state districts with respect to Education Information System (EIS). Creating user accounts for any and all districts pertaining to access with school resources. Utilizing software that was proprietary to the state of Tennessee, including but not limited to EIS, Fresh Service (ticketing system) and a variety of state operated websites.

Help Desk Analyst, Novacopy, Nashville, TN - 8/13 – 5/16

Work with commercial clients to remedy network connectivity and IP conflicts affecting their multi-function printing (MFP)devices, as well as working step by step with customers on installing consumables as well as troubleshooting and resetting their printers/copiers. Employed Citrix to remote into users' workstations resolving their network communication problems, installing and optimizing drivers on a variety of Windows and Macintosh computers, tablets, and smartphones, under their respective OS. Use Eautomate to open, maintain, and close resolved tickets as well as schedule on site support and fulfill supply orders for their devices.

Contract Help Desk, Apple One, Nashville, TN - 6/13 - 7/13

Hired for a short term project to setup user workstations with propietary software, updated drivers, installed antivirus and replaced faulty hardware. Perform OS installations, reimage computers with up to date OS (ie: WinXP to Win7). Used Active Directory to add users and computers to the local network.

Tier 1 Tech Support Representative, Convergys Corporation, Logan, UT - 11/11 - 5/13

Used Citrix to remotely resolve commercial client service issues including SMC Gateway modems, Arris EMTA phone devices (VOIP), and Motorola/Scientific Atlanta STB (digital cable tv boxes), using a variety of software programs (Grandslam, BTS, CADM, CLEO). Mentored and trained new tech support representatives.

ADDITIONAL CUSTOMER SERVICE EXPERIENCE

Pest Tech, Economy Exterminators, Apex, NC - 5/09 - 3/11

Warehouse/Delivery/Setup, Prologistix, Raleigh, NC - 5/08 - 5/09

Bartender/Server, Carraba's, Cary, NC - 8/05 - 4/08

Retail Manager, Fasttrack Convenience Store, Gainesboro, TN - 5/04 - 6/05

EDUCATION

CompTia A+ Certification, Bridgerland Tech, Logan, UT

Digital Circus, Computer Animation major, Raleigh, NC

Savannah College of Art and Design, Fine Arts major, Savannah, GA

University of Louisville, Fine Arts major, Louisville, KY

Community Service

Firefighter I certifications for the state of Tennessee

Professional references:

Amber Heatherly, TN Dept of Education, 615-***-****

Elsha Esplin, Team Lead @ Convergys Corp, 435-***-****

Andrew Taylor, Manager @ Economy Exterminators,

wk: 919-***-**** cell: 919-***-****

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