Microsoft Office Technical Support

James H. Giles

*.*******@*****.***

Phone: 919-***-****

OBJECTIVE: A motivational, client-driven professional in search of an opportunity to provide exceptional customer service. Currently holds active secret security clearance.

TECHNICAL EXPERTISE:

Microsoft office/Excel/Office 365/Lawson Insight

Hardware maintenance on HP ML/DL/SL series servers

Proficient with blade server technology and concepts

Interpersonal skills and Professional Office Etiquette

Windows Server 2008/ SQL Server 2008r2

Familiarity with network interfaces and technologies

Expert with fiber and copper cabling and tracing

Desktop Operating System Windows 7 & Windows 10

Mainframe/Client server software and data flow

Proficient troubleshooting/correcting network connectivity issues

LAN/WAN network troubleshooting and analyzing

Proficient with Active Directory

Implementation Specialist

Mac and Windows Desktop support

EDUCATION

June 2014 - Associate in Applied Science, Community College of the Airforce

EMPLOYMENT

March 2017 – September 2017

BB&T, Zebulon, NC(Contract)

IT Data Center Network Engineer

Coordinating and maintaining the Information Technology (IT) Data Center physical enterprise infrastructure systems. Provided installation, maintenance, and support of mainframe, distributed server systems, network equipment, and distributed mainframe storage devices. Responsible for the complex analysis and resolution of problems escalated to team. Utilized software and hardware tools for identification and diagnosis of problems and factors affecting the IT enterprise infrastructure performance and availability. Many daily assignments included receiving equipment deliveries, configurations of server cabinets, racking and cabling of devices, fiber and copper cable testing, troubleshooting hardware and cabling issues, and maintaining detailed inventory and interface documentation.

February 2016 – November 2016

Mercury Z Corporation, Morrisville, NC(Contract)

Fiber Network Technician Supervisor

As A Fiber Network Technician Supervisor I was responsible for a team of 94 FiOS Technicians. My assigned duties were scheduling, counseling, and guidance on Frontier Systems and Networks. Major tasks included: Turning up a Network Operations Center (NOC) from the ground up and collaborating effectively with Frontier executives. This included running CAT5 cable, punch down blocks for data and voice, installed software on all desktops, system automation/scripting, installed Ethernet patch panels, installed VOIP over IP phones, implemented LAN/WAN systems, managed and developed services, maintaining access for VPN, implemented 3rd party vendor phone systems, assigned MACD and built agent IDs, and monitored statistics using both Vonage and AVAYA.

October 2015 – January 2016

SoftPro Inc., Raleigh, NC(Contract)

Tier 2 Technical Analyst

Solving technical issues that are routed in my que. Provide technical support to customers to resolve issues on their computer systems. Also provide installation of software onto their servers. Utilized SQL to correct code and to analyze data to insure system functionality. Investigate and resolve bugs that may be degrading the job.

Tier 1 Technical Analyst

First point of contact for incoming software support calls. Handled 60-80 technical support calls as a call center representative; created support tickets and sent them to the appropriate support que.

June 2015- August 2015

Blue Cross Blue Shield, Oklahoma City, OK

Conducted phone research on inquires; Coordinated and handled resolution issues. Answered calls and inquiries on medical and health insurance and advised adequate solutions. Handled emails and phone calls in a professional and timely manner.

June 2011- September 2014

United States Air Force, Tinker AFB, OK

Provided personnel management for squadron by developing and maintaining spreadsheets for training, qualifications, and education. Receiving and completing tasks at short notice, and presenting detailed presentations to the commander and flight chiefs. Performed duties as a mission aircrew member assisting active and passive airborne sensor systems to track airborne, maritime, and ground tracks.

Contact this candidate