Technical Support Customer Service
Resume:
Garrett C.Moore
Technical Support &Client Service Professional
IT specialist with 5+years experience leading systems organization,executing on technical and functional requirements,and delivering customer solutions.
Phone
Website
***********@*****.***
Professional
Experience
Helpdesk Technician/Support Specialist
Direct Capital Corporation – 300+Users
-Assisted with a VDI overhaul of systems company wide,ensuring proper implementation across applications and servers
-Managed deployment of new hire PCs for the company including VoIP phone configuration,installation of developmental applications,and Active Directory management ensuring OUs and GPO objects were appropriately implemented
-Was responsible for supporting users worldwide with hardware and software issues including LAN,WAN,Wireless and Internet systems
-Trained employees on software,hardware and network best practices for onsite and remote use
-Resolved tickets and incidents in accordance with IT policies,internal SLAs and best practice procedures
Service Desk Analyst
DB Schenker – 10,000+Users
-Upgraded users nationwide with an e-mail migration from Lotus Notes and CP Mail to a new global Exchange environment
-Traveled onsite to major branches bi-monthly to deliver live migrations to workstations and mobile devices
TAC Support Analyst
Newmarket International Inc.– 5,000+Users
-Central point of contact for providing technical support to customers nationwide with extensive scope of support (e.g.network connectivity,VPN connections,mobile app support,SMTP/Exchange issues,AD problems,hardware failures,server outages, etc.)
-Recognized for consistently exceeding customer expectations as noted in the company’s “Voice of the Customer” program
-Worked cooperatively with system administrators to maintain and configure Windows servers according to the software standard provided
-Supported users over the phone,delivering solutions quickly and with empathy Portsmouth,NH
January 2014 -
February 2016
November 2016 -
Present
Lakewood,CO
March 2016 -
November 2016
Portsmouth,NH
February 2012 –
January 2014
Technical Support Representative
MetroCast Communications – 200,000+Users
-Handled escalated issues and outages affecting large user groups (e.g.node power failure,working with Dig Safe System Inc.to ensure existing issues are not exacerbated)
-Resolved client trouble calls and performed Tier 1 technical support of email,remote access,Microsoft applications,and hardware failure
-Monitored the technical infrastructure for problems and proactively resolved the issues collaboratively with the escalation team
Rochester,NH
January 2011 –
February 2012
Demonstrated
Success
● Took on significant accountability with Salesforce CRM administration including profile/role management and user/object creation
● Expertise in Exchange server configuration as well as application support at the desktop level
● Acknowledged for creating technical support documentation for infrastructure projects and general support FAQs
● Demonstrated ability to identify network issues resulting from faulty data jacks or switch ports, proxy configuration,and software based firewalls
● Fast learner and well versed with enterprise level operating systems on both Windows and Mac that include migration,imaging,installation,configuration,and optimization Education
York County Community College
Associate of Applied Science in Information Technology Completed Coursework
-Windows 7,Enterprise Desktop Support Technician (Exam 70-685)
-Interconnecting Cisco Networking Devices,Part 1 (ICND1 v2.0) Wells,ME
2010 -2012
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