Support Technical

*** *********** *********@*****.***

Henderson, NC 27537 919-***-****

Jeremy Roberson

Skills

Technical Knowledge: Zendesk, Cloud call, Avaya, Ninjato, Active Directory & more software experience, experienced with all OS platforms on both desktop and mobile devices, Hardware support (Computer assembly and disassembly) software support and light coding, networking setup and troubleshooting, Subnets, call center experience along with remote support experience working with large scale cabling systems and logistics Experience

SDC/Support.com R edwood City,

CA

Lead Tech January 2015 - January 2017

● Provided level 3 technical support for networking issues in a time efficient manner to keep network downtime to a minimum.

● Utilized Avaya phone software, Ninjato remote software and various other remote connections software and diagnostic software to resolve issues company wide

● Worked with NAT, DNS and DHCP protocols as well as Wi-Fi setups, diagnostics, identifying security breaches, and modifying protocols to enhance data encryption.

● Remote router setup, diagnostics and firewall / port forwarding and resets. Remote access to Modems, Routers & desktop / laptop devices on numerous Operating systems

● Securing wireless and wired networks and addressing vulnerabilities to keep the network secure. Subnetting experience with both small and large-scale operations.

● Closed over 13,000 tickets utilizing several different ticketing systems, various remote program experience for client devices and experience with project TS for end user education on wireless devices and routers.

Allscripts R aleigh, NC

Customer Support N ovember 2009 - December 2014

● On call support for end users pertaining to software, hardware and internal phone based Issues internally for medical software for various doctors and hospitals.

● Worked floating shifts to ensure clients always had support access 24/7 Red Hat Software R aleigh, NC

Software Support July 2008 - October 2009

● Software support working under a support specialist that was certified MCSE

● Various hardware and software both hands on and remote fixes and technical support

● Web based support, remote assistance, and physical hardware and software systems

● Knowledge of various OS along with knowledge and support of internal company based servers

R eferences available upon request

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