Sales Technical Support

Michael D. Sanders

Alpharetta, GA Phone C: 734-***-**** Email: ac1vjz@r.postjobfree.com

Objective

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Tier1, 2, 3 levels as a Technical Support Technical Engineer. Work well independently, or in a group setting providing all computer support such as troubleshooting, installations and maintenance understanding of numerous software packages and operating systems.

Experience

TECHNICAL SUPPORT SOFTWARE ENGINEER

MCKESSON PHARMARMACY SYSTEMS Alpharetta, GA 2016-Present

Providing Hardware and Software Technical Support for end-users with the McKesson’s POS systems our asset management tools processes and procedures. Help the client either through remote connection to WebEx Skype Join-me their network server or by Telephone chats or emails with supporting the customer issue for clients utilizing the hardware and Software Web base Applications Product for Enterprise-Rx POS Pharmaserv-POS Pharmacy-Rx system. Pharmaserv-RX

Assisting technical support with services installations or software and hardware issues, outages, and various other technical complex problems with software Error messages with our POS systems Condor s Cayan Equinox and VeriFone Sig Pad’s

.Troubleshoot level 1 through level 3 support (AD) adding user in group’s changing user roles and create or reset-passwords with the windows Exchange 2008r2 server, running scripts for SQL2008 server to program daily task to force Manuel function within the McKesson Web-Application Software suite. Troubleshooting and Supporting MX 915 and MX 925 Equinox and VeriFone Sig Pad devices that are offline and connectivity Issues.

Key Responsibilities Accepting inbounds calls, chats or emails to handle customer requests on Pharmacy POS system or Sig Pad issue Responsible for documenting complex issue in support-central ticketing system working closely with other associates to research fixes through knowledge central database or search engines to resolve complex problem.

Provide troubleshooting and verify the configuration stability of the network researching knowledge base transfer via documentation and hands on training for the client Assistance with adjudication issues

Advanced configuring IP address DNS Default Gateway installation of Sig Pad OS Platform range from Linux Windows 7,10,XP VMware Network and Hardware Troubleshooting tools used Ping Tracert/Trace route, IPconfig/ifconfig Nslookup Netstat Yum/Dnf

Communicate Internal and External customer’s needs and wishes. Help customers solve technical issues with the solution

Answer questions from customers about the features and capabilities of our solutions. Develop customer-facing documentation on an as-needed basis

TECHNICALSUPPORT SOFTWARE ENGINEER

NET-SUPPORT SOFTWARE TECHNOLOGY Alpharetta, GA-2014-2016

Providing Technical Support for end-users with Remote control Management software assistance over 5,000 licensed end-user Which are Government agencies, school district, Corporate sector with layer 1, 2,3 level support collaborating with IT Dept on installation and software Compatibility concerns Deploying the software packages on Servers using Active Directory with a

32bit/64bit VMware/Desktop Machines,OS Include window 7-8 XP Google Chrome books Hyper V server VMware could services

Troubleshooting the Net-Support Suite Net-support manager Net-support Tech Console Net-support notify Net-support tutors Net-support school Net-support DNA Net-support services desk Resolving the software packages and configuration issues with software not detecting the client connecting with the devices on the network either with Tech or Tutor console

Troubleshoot Gateway connectivity server configure IP address range TCP/IP Ports 443 or 3085 DHCP/WIN Port 5405,creating a support-tool to troubleshoot the software Errors messages with the software suite, diagnose the Error message from the client32 and the support tool report and provide a fix relate solution to the customer rectify the problem Training the clients on the software suite

Manual installation of the (CLIENT32.INI) (SETUP.EXE) (NSM.LIC) by deploying of the software package either on a window 2008 server or Desktop client machines. Update system database setup of software on laptop, remote desktop systems staying current with latest version of the software Application suite. Test all new products releases; renew end user software license and Activations setup of the software using the MSI or Setup.exe Training the client on the functionally of the software and system setup

Troubleshooting Windows Domains, Server Administration and User Profiles Firewalls, networks, switches and routers Installation and configurations for Active Directory Micro Soft Exchange SQL server Windows 2008 -12 and Terminal Server, set configurations on the Google Chrome browser extensions and HTML Meta Tag page for the Gateway server

Track/report support issues through 24/7 ticketing system Record and document all issues related to customers both internal and external Log all testing, troubleshooting and research done in process of resolution submission into the current knowledge base

Database.

Document issues by creating a Ticket within the call tracking system a cases by case basis before escalating issue

TECHNICAL SUPPORT SYSTEM ANALYST

HEALTHPORT TECHNOLOGY Alpharetta, GA-2013-2014

Thrived at the highest levels of productivity, handling over 800 calls per week and averaging 124+ calls daily. Providing

Technical Support for hospital/clinics with Layer 1, 2 and 3assistance to computers end users collaborating with IT Dept on hardware and software concerns functions include troubleshooting, diagnosing hardware, software problems; update system database setup on laptop, remote desktop systems; test new products, remain current with latest; hardware and software PC Applications through Web-Ex Remote Desktop support Software

Provided support for over 4,000 in-house and off-site personnel with active directory. Reset passwords, created users/user groups for network domains Cisco VPN, Secure FTP, Symantec endpoint Encryption and Barracuda firewall on desktop and Laptops for granting access with Windows loin outlook Email rapidly/analyze resolve network system problems including renew end user license software network printers Installation of ghost scripts Post scripts, Print-Print-2image scanner driver smart-link RPM, Adobe, Microsoft Software on 32bit and 64bit operating systems; Setting Port numbers Proxy server update Database TCP/IP settings; troubleshoot( OS) ( Windows 7, XP Microsoft 2003-2008 Sever )(Hyper V server VMware could services)

Maintain record of daily data communication transactions, problems and actions taken on LANDesk Ticketing system use help-desk software to input incident information, track status of incidents, and report support activities

Install, configure, upgrade, and repair desktop hardware and software in accordance with business requirement standards

Configure replacement systems; perform minor repairs to hardware, software, or peripheral equipment. Train the callers.

Provide desktop training to end users in accordance with company standards for desktop usage; support desktop-related technologies such as printers, networks, and wireless devices V-LAN and WAN Application

Provide support for both networked and remote units. requests for assistance from company business staff, and ensure that assistance requests are resolved successfully according to standards and SLAs

TECHNICAL SUPPORT SPECIALIST

WIPRO TECHNOLOGY GA -2012-2013

Monitored, retained Verizon’s Commercial accounts customers, Assist corporate clients with technical support with first and second level issues with Network infrastructure Troubleshooting and diagnose the hardware and software issues for a mixed Environment of Unix Windows 2008 servers supporting VoIP system provide timely resolutions to support mission-critical application Resolved network system problems including physical data link and network layer connectivity issues with the network implemented bridged routing Protocols Rip PPPoE open and closed DNS Server Default Gateway DHCP/Static IP address Collaborated effectively with IT Dept System Admin.

Providing expert guidance to Assisted End-users with policies and procedures for setting up web/network and voice mail. Supported remote access using Dial up/VPN Secured. Check the status of the whiteboard to verify of any network outages.

Maintained communication with customer and Technical teams. Extensively utilized Remedy to record and track issues.

TECHNICAL PRE-SALES SUPPORT SPECIALIST

CYPRESS COMMUNICATIONS GA-2006 -20012

Consistently hit and exceeded per-post sales quota 135% and up

Initiated negotiated and expedited B2B integrated solutions for customers through proactively developing and maintaining solid customer base. Work with regional sales managers to provide pre/post-sales support – Worked with the sales team to design, propose, and close new deals/opportunities with customers. Managed sales cycle from marketing/lead development, technical demos, product and solution selling techniques. Initiated pre-sales activities, consulting services and products – Developed projects scope of work and prepared proposals. Provided product updates and technical advice to clients – Explained technical capabilities and business benefits of solutions to the customer from engineering level to senior executives. Strong ability to close on all levels including System Admin, IT Manager, Director Level and C-Level. Developed, managed and maintained Sales pipeline and forecasting analysis. Collaborated effectively with Sales Engineers, Tech Services, Product Marketing and Product Management to assess and recommend technology market trends and solutions based on customer business objectives small and medium size company with 200/350 employees Applications: C-4 Software PC Phone Systems, intergraded Data solutions Dedicated Data T-1 Full data T-1 Voice/data T-1 PRI’s BRI’s high speed internet access, ISDN, ATM, VPN, MPLS Hosted Cloud Services Server/Storage E-mail Exchange Metro Ethernet, broadband LAN and WAN, data application

MAJOR ACCOUNT SPECIALIST

AMERITECH-SBC COMMUNICATIONS MI-1997-2006

Consistently hit and exceeded pre-post sales quota 200% and up

Pinnacle/President’s Club Award winner for several years

Discover market potential channels/customers to understand their current technical environment, key business issues/drivers, and future technology requirements by qualifying commercial account small and Medium Size Company’s with75/200employees worked closely with customers on the technical requirements to provide technical solutions – Identified requirements, including technical details sufficient for product definition. Developed/managed strong relationships with strategic clients and partners. Assisted/worked with the sales team to develop the selling strategy within the target accounts – Created and delivered effective presentations and sales tools for the sales team. Initiate sales process by scheduling appointments, making initial presentation; understanding account Requirements. Close sales by building rapport with potential account, explaining product and service capabilities; overcoming Objections preparing contracts. Expand sales in existing accounts by introducing new products and services, developing new applications. Contribute information to market strategy by monitoring competitive products and reactions from accounts recommend new products and services by evaluating current product result Presented the company products to clients – Showcased drivers and value that supported the business case for the total cost of ownership to the customer Applications Voice and Data intergraded data T-I Local/Long Distance calling Plans Domestic and international PRI/ BRI Centrex POTS Lines, high speed internet access ISDN SDSL ADSL,ATM, VPN, Web Hosting, broadband LAN and WAN, data applications to commercial small and size medium companies with 50/150 employee

Education

Associates, Applied Science Degree DEVRY University, College of Engineering & Information Systems

Major-- Network Systems Administration GPA 3.25/4.0- Dean’s list

Related coursework-- Fedora Red Hat Enterprise Linux, Managing a Microsoft Windows Server 2008 Environment, Elements of Linux,

Shell Script Programming and Cisco Accessing the WAN, Designing for Cisco Internet-work Solutions

Bachelors, Applied Science Degree DEVRY University, College of Engineering & Information Systems

Major-- Network Communications Management GPA 3.33/4.0 Dean’s list

Related coursework-- CWNA Wireless LAN’s, Network Management, Wired Optical and Wireless Communications.

Cisco CCNA Certificate of completion 2010 Cisco Network Academy

Skills & Abilities/ Hardware & Software

Operating Systems

Windows XP and 7 Fedora 17 Red Hat Enterprise Linux Application, Microsoft Windows Server 2008 Active Directory user and user groups resetting password removing users from active Directory Windows, Linux, Unix Shell/VB Scripting, Configuring User/Groups Pass Word, IP Addresses managing files formatting, Extension files, Converting files (Fat16)and(Fats32) into NTFS Compressed files and configurations Bootable Devices and Encryption Yum/dnf install/all partition disk space for remove file and folders lookup ls list in Linux platform

Networking Several Layers

(OSI) transmission control protocol/Internet protocol (TCP/IP))Static Routing or Dynamic Routing Protocols routing Protocols (OSPF)(EIGRP)(RIPv2)(BGP) CLI interfaces Fa0/1 or Serial0/1 W-LAN Dot11radio0 interface

V-LAN switching Wireless small and medium networks configuration spanning-tree MSTP RSTP VTP Servers DHCP Dynamic Host Protocol STP-Convergence Switch Security Troubleshooting Ports Configuring Switch Port Switch Auto/Full/Half Duplex Switch Mac Address Table(GUI(Linksys)(CLI)Catalyst Switches/modular Switches Stackable Switches Cisco Routers Series 1800 Switching Layer 2 and Layer 3 Switching IP Addresses and Default Gateways Classifying Dynamic routing Implementing Computer Security Encrypted Passwords Application

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