Douglas Harris

**** ****** **. ******* *******, OH 44146

Cell: 216-***-**** Email: ac2cp3@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

A professional contributor dedicated to extraordinary work in the Technical Support field. Brings exceptional problem solving skills with a high degree of technical aptitude. Background in IT Consulting and fortune 500 telecommunications & financial institutions. Strong technical & interpersonal skills with customers and colleagues, resulting in increasing customer loyalty and a team first attitude.

WORK EXPERIENCE

Netsmart Technologies (Trend Consulting Services), Solon, OH June 2016 – Current

IT Helpdesk Technician (Central Services Technician)

Configure, install, & setup computer desktop hardware/software, application and tools including management and maintenance.

Support end-users via Helpdesk ticketing system with issues including, but not limited to, smart phones (IOS & Android), laptops, tablets (IOS & Android), printers, scanners, copiers, and all aspects of various Microsoft Windows operating systems.

Support network connectivity, LAN/WAN, TCP/IP, wireless and remote access VPN (Cisco)

Create & maintain documentation to support, enforce standards, policies and processes.

Coordinate and/or escalate network issues to appropriate engineering team or carrier.

Remotely troubleshoot and solve problems related to Print Servers, Print Drivers, PC hardware and software.

Update customers regularly on ongoing trouble tickets and provide full report of issues.

Administration of Email (Exchange, O365, OWA), Active Directory, Backup/Recovery Services, Anti-Virus environment

TimeKeeping Systems Inc., Solon, OH December 2014 – May 2016

Technical & Sales Support Representative (IT Security)

Answer incoming calls, E-mails, & Live Chats from IT Administrators with issues installing/configuring Guard1 Plus hardware & software.

Utilize Remote Desktop software (WebEx) to login to customer’s equipment and troubleshoot, install, and configure computers & servers.

Assist SQL Database Administrators with the installation & configuration of SQL Server software to work with Guard1 Plus software.

Provide a clear & efficient escalation experience for our clients & Senior Engineers

Assist Product Managers & Developers with project work on an as-needed basis

Perform preventative maintenance tasks on servers, end user devices, and network equipment

Assist Users with activating software and verifying the end user has not violated the terms of the License agreement with their Guard1 Plus software.

Windstream Communications, Twinsburg, OH, July 2011 – November 2014

Technical Support Specialist (Tier 2)

Assisted Field Technicians & Network Analyst with setup & configuration of modems, routers, & various other devices & software. (Windows & MacIntosh platforms)

Monitored & responded with appropriate troubleshooting steps for IP service issues such as DNS, DHCP, etc.

Handled complex & high priority escalated phone calls from tier 1 personnel for residential, small business, & major business accounts.

Coached tier 1 agents on troubleshooting Ethernet & wireless connectivity issues.

Guided customers with appropriate steps for routine pc maintenance such as Malware & virus removal, pc backups, etc.

Time Warner Cable – Garfield Heights, OH - Jan. 2011 – July 2011

Technical Support/Sales Representative

Resolved customer issues by troubleshooting with a high degree of technical aptitude for video, telephone, and High Speed Data services

Upgrade, downgrade & reconnect video, telephone, & internet services

Maintained monthly sales requirements

Answer billing questions, process payments, make payment arrangements, and balance accounts.

Cambridge Integrated Services (MasterCard), Solon, OH, March 2007 - February 2009

Customer Service Representative (transportation)

Assisted existing MasterCard cardholders with questions, concerns, & filing of insurance claims pertaining to MasterCard benefits

Achieved monthly/daily performance goals set forth per MasterCard Guidelines.

Maintained a positive attitude in challenging customer interactions.

Revol Wireless- Independence, OH April 2005 - February 2007

Technical Support Representative

Handled Revol wireless equipment problems & outages via Remedy ticketing system

Answered incoming calls & emails regarding reprogramming of cellular phones, configuring email clients & customer retention.

Addressed customers’ needs, questions and problems while successfully cross-promoting Revol Wireless products & services.

EDUCATION

Remington College - Maple Heights, OH – 2003 – 2004 Computer Science

Actively pursuing Comptia A+ & Networking+/Some coursework completed

TECHNICAL SKILLS: Microsoft Office Suite, Barracuda Spam/Web Filter, Team Viewer, Active Directory, Exchange, Office 365, One Drive, Windows Server 2003-2012, Windows & Mac Software/Hardware Installation, Remote Desktop, Computer networking, TCP/IP protocol, Audio & Video specialist, PC repair technician, Apple product repair (Ipad/Iphone/Ipod), Typing 75 wpm

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