Technical Support Information Technology
Resume:
Linda Daniels Bell
East Point, Georgia 30344
Phone: 404-***-****
Email: ****************@*****.***
Objective:
Seeking a position with a result-oriented company that wants an
ambitious and career-conscious person where acquired skills and education
will be utilized towards continued growth and advancement.
Experience:
8/2016 to 9/2017, Server Solutions Technical Consultant, Hewlett-Packard Enterprise, (contractor with Insight Global).
•Provide nationwide server support for HPE Proliant servers and switches.
•Diagnose and resolve complex issues related to server hardware, drivers, firmware and other proprietary software tools.
•Develop action plans for customers and onsite technicians as a guideline for effective repair.
•Utilize exemplary interpersonal, written, and verbal communication skills.
•Take ownership of issues and problems, following through to resolution.
•Multi-task and manage time to meet assigned deadlines.
•Create tickets to document problems and resolutions while working in a fast-paced, call center environment.
1/2016 to 8/2016, Server Support Analyst, Lenovo, (contractor with IBM
Corporation and Career Connection, Inc.).
•Provide nationwide server support for System X and ThinkServer customers.
•Diagnose and resolve complex issues related to server hardware, drivers, firmware and other proprietary software tools.
•Develop action plans for customers and nsite technicians as a guideline for effective repair.
•Utilize exemplary interpersonal, written, and verbal communication skills.
•Take ownership of issues and problems, following through to resolution.
•Multi-task and manage time to meet assigned deadlines.
•Create tickets to document problems and resolutions while working in a fast-paced, call center environment.
1/2013 to 1/2016, Technical Support Representative, Comcast Corporation, (contractor with Convergys Corporation).
•Performed troubleshooting to resolve issues with cable hardware and settings.
•Submitted tickets to resolve complex issues to next tier.
•Handled incoming calls pertaining to billing and other account inquiries.
•Utilized a wide range of computer- and web-based tools for information and diagnostic information.
•Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
•Offered products to upsell customers.
2/2005 to 12/2012 Technical Support Analyst, Lenovo, (contractor with IBM
Corporation and Computer Generated Solutions, Inc.).
•Performed troubleshooting to resolve computing problems related to software, hardware and communication issues.
•Provided answers and solutions to clients by identifying problems, researching answers, and guiding clients through corrective steps.
•Created tickets to document problems and resolutions while working in a high-pressure environment.
•Demonstrated strong interpersonal, written, and verbal communication skills.
•Displayed ability to take ownership of issues/problems and follow through to resolution.
•Multi-tasked and managed time and priorities to meet assigned deadlines.
•Performed problem analysis and resolution of software problems.
•Supported Windows XP, Windows Vista, Windows 7 and Windows 8 operating systems.
8/2001 to 3/2004 Senior Customer Service Representative, Earthlink, Inc.,
Atlanta, Georgia.
•Diagnosed and resolved basic connection issues for dialup, DSL and cable customers.
•Utilized a wide range of computer- and web-based tools for information and diagnostic information.
•Kept abreast of procedural and technical updates.
•Assisted with installation issues.
•Worked to resolve customer issues in a timely manner as part of customer retention team.
•Trained and mentored associates on an ongoing basis.
•Submitted tickets to resolve complex issues to next tier.
•Placed outgoing calls and sent emails to customers as followup to ensure customer satisfaction.
•Handled incoming calls pertaining to billing and other account inquiries.
8/2000 to 4/2001 Team Lead/Technical Support Analyst, Wyeth Pharmaceuticals, Norcross, Georgia, (contractor with
Support Technologies, Inc.).
•Managed special projects to identify and resolve issues adversely affecting customers.
•Contacted endusers to ensure customer satisfaction.
•Wrote reports for management outlining actions leading to resolution of specific issues.
•Managed and resolved issues pertaining to Novell Xcellenet Remoteware, Novell GroupWise software, server hardware and laptop-related issues for over 4500 remote clients.
•Administered database changes to remote Cornerstone databases by monitoring and queuing batch jobs using Cornerstone System Administration Module.
•Assisted upper management to ensure Oracle database changes and Novell GroupWise transmission through reliable call center practices and training.
•Worked as team leader, training and advising support teams on CornerStone, Groupwise, Microsoft Office products and hardware troubleshooting.
•Wrote customer support center troubleshooting and training materials.
1/2000 to 5/2000 Database Administrator/Technical Support Analyst, IBM
Corporation, Atlanta, Georgia, (contractor with Information Technology
Professionals, Inc.).
•Managed Approach database.
•Imported and exported data using VM, Approach, SQL and QMF.
•Generated reports using SQL queries on DB2 database.
•Configured user sessions for Windows NT, VM and Lotus Notes.
•Provided workstation support.
•Performed troubleshooting on hardware and software.
•Worked on internal ThinkPad Deployment Program using Lotus Notes and RIIS database application.
•Coordinated enhancements in Lotus Notes database.
•Improved database integrity by eliminating duplicate records.
•Documented processes and procedures.
2/1996 to 9/1999 Trainer/Technical Support Analyst, Hewlett-Packard,
Atlanta, Georgia, (contractor with Renaissance Worldwide, Inc. and Keane,
Inc.).
•Worked in HP-UX environment on HP 3000 workstation via HP VUE GUI application to access and maintain office and customer records.
•Used PROFS via HP-UX as email service.
•Configured local printers via HP-UX OS.
•Supervised and trained associates in providing nationwide customer support.
•Wrote troubleshooting training materials for Hewlett-Packard's Customer Support center.
•Participated on an ongoing basis in the analysis, implementation and maintenance of various types of plotters, involving inkjet, pen and electrostatic technologies.
•Worked with customers remotely to isolate and resolve complex hardware, software and network issues.
•Assisted remote customers with driver installation.
•Assisted remote users with network configuration for Novell and Windows NT.
•Kept abreast of detailed information about plotters (operation, configuration and internal diagnostics), related drivers and applications.
•Performed troubleshooting with brevity and concision using remote diagnostic tools and customer feedback to determine sources of and solutions to problems.
•Utilized helpdesk infrastructure to document customer billing, repair history, parts for onsite repairs and instructions for onsite technicians.
8/1995 to 12/1995 Technical Support Specialist, IBM Corporation, Atlanta,
Georgia, (contractor with Information Technology Professionals, Inc.).
•Resolved application and support problems via onsite helpdesk environment.
•Supported OS/2, OS/2 Warp, Windows 3.1, VM and IBM LAN operation and network operating systems.
•Provided mid-level software and hardware support to network users.
•Performed system backups and data recovery.
•Performed troubleshooting using queries and statistical analysis.
•Responsible for installing and providing support for all hardware, operating systems and network operating systems.
•Performed bench level repairs on PC's, notebooks and servers.
•Supported computer/LAN integration requirements as related to hardware and software interconnects.
•Configured new user sessions and applications.
Education and Training:
Bachelor of Arts, English, Bethune-Cookman College, Daytona Beach,
Florida.
Oracle Database Development, GURU Software Services, Alpharetta, Georgia.
Oracle Database Administration, PINNACLE, Software Services, Marietta,
Georgia.
References: Available upon request
Contact this candidate