Customer Service Technical Support

PAUL PETKUS

**** ****** **, *** *

Mason, Ohio **040

513-***-**** **.****.******@*****.***

Self-motivated and results-oriented with IT background. Skilled in server, mainframe and Level 1, 2and 3 hardware and software implementation and administration.

QUALIFICATIONS

Installation and administration of software based solutions. Skilled in planning, testing, installation, and implementation of applications, software updates, hardware, preventive maintenance and repair to limit and provide quick system recovery. Remote support, monitoring and advanced skills in Windows OS, servers and troubleshooting.

•MS Windows, 3.0, 3.1, 95, 98, 2000, XP (SP 1, 2, 3), Vista, 7, 8, 10

•Networking

•Windows Server 2000/2003/2008/2012

•Active Directory Maintenance

•Microsoft Exchange

•VPN, VoIP, TCP/IP, EDRM, SAP, POTS, RSA, TPX, IMAC, Checkpoint, Oracle, Attachmate, Service Now,

Virtualization, SCCM, VMware, SharePoint, Skype, Citrix,

Cisco, Firewalls Experience, Endpoint Security

•Lotus Notes

•Customer Service/Member Services in a phone-based

setting

•Microsoft Outlook Suites 1997-2013 & 365

•Microsoft System Configuration

•Ticketing Software Remedy, ConnectWise

•C, Pascal, Cobol, VB, Batch Programming

•Tier I, II and III Technical Support Analyst

•Software experience with Merlin, Sherlock (Solution type software) and Kronos

•Hardware and Software repair and installation

•Excellent Verbal/Written communication skills

•Database experience

•Supervisor and Management Experience

•Desktop Software Application/Installation

•Excellent Analytical Skills

•Data Migration

CERTIFICATES/TRAINING/AWARDS

• CompTIA A+ Network+ Microsoft Certified Professional NERC CIP

• 2015 Service Desk Award

TECHNICAL PROFICIENCIES /EXPERIENCE

BARRISTER GLOBAL SERVICES 07/13 – Present

Field Technician, piece work

Diagnose and repair hardware issues and replace or upgrade faulty components including: memory, hard drives, video and, sound cards, CPU’s, Motherboards, CD-ROM, POS devices, Power Supplies, Provide warranty services

A3 SOLUTIONS

IT/NETWORK SUPPORT Engineer 11/16 – 03/17

Coordinated L1, L2 & L0 Incident ticket for GEs’ Command Center Using Service Now

Support and troubleshooting O365 conversion for GE Digital though CompuCom

A3 SOLUTIONS

IT Network Support Specialist III 10/16 – 11/16

•O365 conversion, Installation and configuration of POS systems and peripherals

•Installation of network printers, bar code readers and Pin readers

•Lead Infrastructure relocation for Cushman & Wakefield

•work for GE Digital on Nov 7, 2016

CLAIRVOYANT TECHNOLOGY SOLUTIONS

IT Network Support Specialist III 02/15 – 02/16

•Support and troubleshooting for TATA Consultancy Services supporting Southern California Edison (SCE)

•O365 conversion, OS and software deployment through MDT, SCCM

•VoIP with Cisco Phones

•Daily use of VMware

•Identify, research and resolve technical issues for laptops, desktops, mainframe, servers, tough-books, I-phones, software, tablets, networks, SCE peripherals and priority software along with BYOD.

•Support and create new accounts on Outlook

•Managed and supported network printers and Citrix servers

•Manage Active Directory

•Remedy Ticketing System

•Adhered to security of data and systems while ensuring maximum uptime.

SIEMENS HEALTHCARE

Programmer/Analyst III 11/13 – 07/14

Analyze and resolve SQL code/issues

•Monitor and maintain 13 servers

•Assess and test new interfaces

•Identify, research, and resolve technical issues

•Respond to calls, email and personnel requests for technical support

•Document, track and monitor issues to ensure a timely resolution

• Create and Migrate accounts and documents

•Remote into customers’ computer to resolve issues

•Reset and unlock accounts though Active Directory

•Maintained and supported Citrix servers

•Adhered to security of data and systems while ensuring maximum uptime for components

NATIONAL ENGINEERING SERVICE CORPORATION (ATOS) 11/12 – 07/13

Business Analyst II

•Provide administrative Level II IT support to end users on a variety of issues

•Identify, research, and resolve technical issues

•Respond to telephone calls, email and personnel requests for technical support

•Document, track and monitor problems to ensure a timely resolution

•Create and/or escalate tickets to a higher tier

•Remote into customers’ computer to resolve issues

•Reset and unlock accounts though Active Directory

DNA DIAGNOSTICS 07/12 – 11/12

Account Manager

LOCAL COMPUTER SERVICES (LCS) 11/07 – 07/12

Owner

ADDITIONAL EXPERIENCE

STREAM GLOBAL SERVICES

Level III Support Specialist / Supervisor

BISK EDUCATION, INC.

Customer Service Representative

SPENCER REED GROUP

IT Support Specialist

MORTGAGE INVESTORS CORPORATION

Assistant Loan Officer

SIDEA CORPORATION

IT Specialist

R/V Parts Distributor

Network Administrator

•Analyzed and installed network consisting of four nodes (clients), a router and one server.

•Analyzed and created database using VB/Created GUI program to work with database.

EDUCATION

Bachelor of Science, Computer Information Systems (CIS)

Florida Metropolitan University (Tampa, Florida)

Business Training Institute (West Palm Beach, Florida)

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