Technical Support Customer Service

Ben Kuhlman Technical Support Analyst MCP, A+, Network+, HDI-SCA

*** ******* ** #*** 704-***-**** cell

Charlotte, NC 28208 **********@*****.***

SUMMARY: Detail-oriented Desktop Support and Systems Administration professional with strong hardware and software configuration background. Expertise in diagnosing problems and quickly servicing PC Desktop and Laptop architectures. Recognized for providing outstanding on site assistance and telephone support. Able to work independently in self-directed work environments or collaboratively in teams

EDUCATION: Bachelor of Science Degree in Information Technology May of 2002

Rochester Institute of Technology, Rochester, NY

MCP in Installing, Configuring, and Administering Windows 2000 Professional

A+, Network+, and HDI Support Center Analyst Certifications

TECHNICAL SKILLS: System Support: IBM, Dell, AS400

Operating Systems: UNIX (Linux, KDE), VAX/VMS, MS-DOS, iOS

Windows 10/8.1/7/Vista/2000/XP/NT, Windows Mobile

Hardware: Network setup and configuration of servers and Cisco

routers, bridges and switches, LAN/WAN, Cat5 Cable,

IRQ addressing, Wireless topologies, PC builds

and upgrades, laptops and PCMCIA cards

Network Protocols: TCP/IP, DHCP, DNS, VPN

Software: MS Office, Lotus Notes, Adobe Photoshop,

Flash, Norton Antivirus, Revelation call ticketing software, VMWare

EXPERIENCE:

Velocitor Solutions (November 2010 to June 2017)

Technical Support Specialist

Provided inbound and outbound technical customer support for multiple clients

Supported Apple IPads, IPhones, Windows Mobile and Android based devices

Given responsibility of supporting over 10 different applications used by our clients

Analyzed and recognized trends and escalated tickets to development if needed

Remotely fixed application/OS issues using our company’s proprietary software

Responsible for training new hires in all areas of the support specialist position

Contributed to the creation of Knowledge Base articles used by Tier 1 support

Met goals of increasing first call resolution

Coats North America (April 2003 to August 2010)

Data Center Operator / Technical Support Specialist

Provided Technical Support to North and Central American end users within the company

Created and maintain users on AS400 and SAP systems as well as on the VPN

Monitored AS400 for system error messages and CPU utilization

Insured that all datacenter servers and network circuits are up and take action if they are not

Performed daily tape backups on servers to protect Company’s vital records

Completed PC builds and hardware installations

Took support calls from field associates and assist via research and problem solving

Logged all customer service interactions onto problem management software

Assisted SAP Administrator in creating roles and transports on SAP systems

The Gleason Works (November 2001 to March 2002 - Co-op)

Network Analyst / Technical Support Specialist

Configured users’ NT workstations and maintained the existing network

Worked at Help Desk assisting employees with technical problems such as

registry errors, internet configuration and software functions

Diagnosed and replaced faulty hardware and performed virus eradication

Provided desktop support to over 200 users, built Compaq rack servers, configured

switches and ran and punched down network cabling

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