Customer Service Support
Resume:
ANTONIO M. GIDDENS
Cellular: 678-***-****
Norcross, GA 30093
Email: **********@*****.***
System Administrator / Network Support
Solutions-oriented IT professional with proven success in designing, implementing and integrating cost-effective, high-performance technical solutions to meet challenging business needs.
Solid knowledge of LAN network administration and support under Windows 7/8.1/10 environments.
Proven expertise in supporting and troubleshooting hardware, software and networking issues.
Demonstrated ability to satisfy users through analysis and problem resolution. Recognized as the “go to-person” for immediate resolution to technical issues.
Organized, take-charge professional with exceptional follow-through abilities and detail orientation, able to plan and oversee projects from conception to successful conclusions.
Outstanding communication skills; interfaces effectively with upper management, vendors, peers and users.
Strong technical background with a solid history of delivering outstanding customer service. Genuine commitment to quality and customer satisfaction.
CERTIFICATIONS
CompTIA A+
Network +
TECHNICAL SUMMARY
Systems:
Windows 7/8.1,/10 Server 2010
Protocols:
TCP/IP, FTP, HTTP, DNS, DHCP, NetBIOS, Ethernet
Software:
Java, Microsoft Office 365, Oracle, MS Visio, SQL Server, SAP, MacAfee, Visual Source Safe, Service-Now, MS Project, Citrix, FrontPage, OrgPlus, eFileClerk, Hyena, LANDesk, Cognos,Witness, Right Fax, WebEx, Lync\Skype, Prevail, Intellisync, Citrix, Dameware, VERITAS Backup Exec, Netbackup, Lotus Notes, iManage, Adobe, Active Directory, WorkShare, DeltaView, Endpoint, Remedy Client, SCCM Client Management Tools, Compass, SalesForce, AVAYA, Cisco VOIP Communicator
Hardware:
Desktops, Laptops/Tablets, Modems, PDA’s, Network Cards, Mother Boards, Printers, Scanners, Sniffers, Hubs, Routers, Switches
PROFESSIONAL EXPERIENCE
Koch Business Solutions, Atlanta, GA May 2007 – Present
Senior Team Lead
Provided support to Koch companies/Georgia-Pacific Business Divisions
Ensured business SLA’s and customer’s expectations on requests are met or exceeded.
Assisted with crucial decision making to Tier2 Team.
Setup and removed clients profiles accounts in Active Directory
Coordinated with Departmental leaders the upgrading from Windows 7 to Windows 10 project.
Configure, install, and helped troubleshoot repairs for printers. Ex: Xerox and Ricoh
Consistently look for ways to optimize and reduce costs through means of automation and standardized processes to create the most value for the company.
Supported and maintained PC hardware in a multi-platform environment including desktops, laptops, monitors, printers, and audiovisual equipment.
Performed on-site client support and troubleshooting through remote access using LANDesk Client.
Developed a program to sell old asset equipment to external vendors, which generated profit for the company and disposed of obsolete equipment.
Ensured all audio and video equipment was configured and functional for internal client meetings, training and conference facilities.
Coordinated with Human Resources Department the recovery and reuse of hardware and software from terminated employees, which saved software licensing agreements and reused updated equipment.
Actively sought out and was a resource for supporting other businesses during critical times.
Provided an approachable escalation point for peers and other employees to assist with technical or administrative questions and provide direction.
Installed and configured PDA devices for all company employees. Ex: IPhone, Androids
Provided thorough feedback, both strengths and development opportunities, for the team in order to assist with growth and development.
Provided Remote support to Sales Team, Home-based and Plants\Mills Clients.
Assisted with candidate selection to ensure staffing levels are maintained and that the right people are in the right roles.
Consistently used the “Stop, Think & Ask” process to bring items of potential non-compliance to the attention of my Supervisor to ensure compliance requirements are being met.
Configured Cisco and Avaya desk phones for new hires.
Georgia Pacific, Atlanta, GA Dec 2006 – May 2007
Technical Analyst
Provide premium level support to Georgia Pacific divisions
Primary support to GP legal department.
Responded to customer calls within predefined metrics for Deskside assistance.
Performed problem diagnosis and resolution for a variety of computer problems such as network connectivity, printer problems and VPN connectivity issues with cable modems and DSL modems connected to Wi-Fi routers.
Assisted Consumer Product Business Group and IT support personal when deemed necessary.
Documented resolutions of problems and submit to Continuous Process Improvement Team to help increase first level call resolution.
Elan Corporation, Inc., Gainesville, GA Feb 2006 – Dec 2006
Contractor – Desktop Support Analyst
Provide technical support for LAN systems.
Troubleshoot, configure and monitor LAN workstations.
Responsible for imaging and deploying PCs to meet the needs of end-users while providing desktop support and related concerns.
Responsible for purchasing hardware and software.
Analyze, record, and resolve all problems using a call tracking system.
Performed account administration activities to reflect personnel changes on Microsoft Exchange 5.5, Windows NT, and Citrix Metaframe servers.
Performed daily backup administration activities utilizing Veritas Netbackup and Backup Exec.
EDUCATION
Associates Degree in Microcomputers
DeKalb Technical Institute, Clarkston, GA
Recommendations upon request.
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