Technical Support Customer Service

ASBET ANDREASSIAN

Phone: 818-***-**** Email: ******@*****.***

Address: **** *** ******** ****, **** B, Glendale, CA 91201

SENIOR HELPDESK ANALYST

SUMMARY OF QUALIFICATIONS

Highly accomplished and results-driven technical support engineer with 10+ years of experience managing all facets of systems administration, computer networks, installations, troubleshooting, and repair operations. Adept at collaborating with all levels of personnel and management to achieve business and technical solutions while demonstrating diverse knowledge of electronics and test equipment. Currently seeking a technical support position by demonstrating the following key strengths:

• Helpdesk/Pc & Mac Analyst

• Telecommunications Systems

• System Installation/Repair

• Problem Analysis/Diagnosis

• Process Improvement • Cloud Computing Services

• Troubleshooting/Repair

• Information/Facility Security

• Server Setup/Configuration

• Managed Routers and switches • Team Collaboration/Leadership

• Customer Relations/Support

• Issue Tracking/Resolution

• Hardware Maintenance

• Software Upgrades

CORE COMPETENCIES

• Exceptional problem solving, communication, organizational, and time management skills.

• Responsible for setting up, installing network devices, Windows Servers 2008/2012 Servers and Routers and Switches.

• In-depth knowledge of many web applications, database platforms, and several operating systems.

• Provide on-site desktop computer/laptop/tablet hardware and software support for MAC / PC

• Outstanding leadership abilities; able to coordinate and direct all phases of project-based efforts while initiating efficient customer support initiatives.

PROFESSIONAL EXPERIENCE

Golden Dolphin Importers & Wholesalers, Los Angeles, CA Systems Admin/Helpdesk Support Oct. 2016 – Feb. 2017

• Installed and configured Windows Server 2012/R and Active directory and security polishes.

• Provided end-user and IT support Pc & Mac environment including the installation, maintenance, security.

• Isolated and re mediated virus/malware/spyware, as well as configured network tools for cloud backup and recovery.

• Maintained and updated customer service database.

• Managed Routers and switches

• Built and provided basic end-user troubleshooting.

• Installed and configured CCTV surveillance system.

3M Co., Pasadena, CA Technical Support Specialist I Sept. 2015 – Aug. 2016

• Provided end-user support for PC and Mac including the installation, maintenance, upgrades and security.

• Provided new user registration in active directory and Exchange server.

• Provide on-site desktop computer/laptop/tablet imaging and installation services for MAC OSX and iOS devices

• Responded to trouble tickets using BMC Remedy IT Service Management Suite in timely manner.

• Connecting new users devises to SharePoint office 360 for on line services.

• Documented all issue resolutions through trouble ticket tracking system.

• Escalated complex issues to the supervisor and kept the supervisor abreast of progress.

• Assisted in the coordination of IT deployments within an assigned office

• Images existing and new hardware for deployment using Symantec Ghost and Acronis true image.

MassMutual Financial Group, Pasadena, CA IT Support Specialist May 2015 – Aug. 2015

• Created network user profiles in Windows server 2008/12 active directory.

• Maintained Managed Routers and switches.

• Managed SharePoint Sedrver2016 signing up new hires and providing them with network connectivity.

• Understanding the customers’ needs, while responding in a professional and courteous manner.

PROFESSIONAL EXPERIENCE (CONTINUED)

Life Alert, Encino, CA Helpdesk Administrator Apr. 2014 – Feb. 2015

• Created network user profiles in Windows server 2008/12 active directory.

• Resolved problems with malfunctioning products.

• Worked closely with team members to meet or exceed all customer service requirements.

• Administered MS Exchange 2010 email accounts.

• Managed Routers and switches.

• Established and maintained effective working relationships with employees.

• Set up PC and Apple desktops and laptops and all types of mobile devices.

• Used ticketing systems to manage and process actions taken.

New York Life Insurance Company, Los Angeles, CA Technical Support Engineer Nov. 2009 – Feb. 2014

• Maintained Active Directory infrastructure in Window 2003/2008 server.

• Managed call flow and responded to technical support needs of customers.

• Administered MS Exchange 2008/10 email accounts

• Created cases and claims for damaged, lost or displaced packages.

• Managed ghosting process, using Symantec Ghost and Acronis true image.

• Configured and maintained networking protocols HTTP, SMTP, DHCP, DNS.

• Set up Pc & Mac desktops and laptops and all types of mobile devices.

• Used ticketing systems to manage and process actions taken.

Peak Computer Solution, Glendale, CA Desktop Support Specialist Jan. 2007 – Jul. 2009

• Provided end-user support for PC & Mac including the installation upgrades and security.

• Created network user profiles and MS Exchange 2003 email accounts.

• Administered MS Exchange 2003 email accounts.

• Configured and maintained HTTP, SMTP, DHCP, DNS, TCP.IP, and VMware.

• Maintained Citrix Systems cloud computing virtual server technologies.

• Managed ghosting process, using Symantec Ghost and Acronis true image.

• Managed Routers and switches.

• Travelled to hosting sites to deploy Wireless Connectivity VPN.

• Used ticketing systems to manage and process actions taken.

• Documents all issue resolutions through trouble ticket tracking system.

EDUCATION & CERTIFICATIONS

• North East Surrey College of Technology, England 1976-1978 General Sciences.

• University of La Verne, CA 1978-1980 Pre Associate Degree in Computer Science.

• University of Toronto Ont.1980-1983 Associate Degree in Computer Sciences.

• Keeping up with latest technology using resources available at Global Knowledge Training.

• Microsoft Certified Solutions Expert (2003 MCSE)

• Currently preparing for CompTIA Windows Server 2016 and Mac OSX Certification Exam.

TECHNICAL PROFICIENCY

• Installation and configuration of Windows Server 2008/20012 Infrastructure and management SCCM Services.

Active Directory, User Group Policy and Permission SQL 2014, Exchange 2010/13, VMware, SharePoint office 360 and verity of CMMS. Service Now, Remedy, Citrix maintenance software systems also Backup and Storage SAN/NAS Managed Switches & firewalls as well as Antivirus software, both Windows and Linux platforms. SCCM to Manage Infrastructure.

Contact this candidate