Customer Service Desktop Support

Glenn Anderson

*** ******** **. ****** ****, GA l 404-***-**** l ***************@*****.*** Alt # 817-***-****

Objective

Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively

resolve challenging technical issues

Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies

Education

Duncanville High School May 1999 Duncanville, TX

Basics

High School Diploma

University Of Houston August 2000 Houston, TX

Computer Information Systems

DeVry University January 2004 Irving, TX

Computer Networking

Communications Management

Texas Wesleyan University August 2008 Ft Worth, TX

Computer Information Systems

Summary

Certifications:

N/A

Systems:

Servers:

UNIX, Windows NT/2000/XP/Vista/7/8-8.1/10 /Mac OS

Cisco

Databases:

Oracle, Relational Databases, Active Directory, SCCM

Languages:

Visual Basic, SQL, HTML, C++, Java

Software:

MS Project, MS Office, Lotus Notes, Office 365(SharePoint, OneDrive, Skype for business)

Experience

May 2017-September 2017 Apex System/Caterpillar Atlanta, GA

IT Specialist/Desktop Support

Administrative Support for Windows 7, Windows 10, HP and Dell

Installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment Dell Desktops, Dell Laptops, personal printers. All in one Multifunction Printers / Copiers / Fax, and A/V equipment) to ensure optimal performance

Microsoft Exchange Server 2003,2010,2013

Cisco phone, Avaya, 8x8 Telepresence

Software Deployment

Computer Re-imaging,Computer

Encryption

Anti-Virus Deployment

Office 365(SharePoint, Skype for business)

● Remedy ticketing system

July 2013-May 2017 Select Medical Atlanta, GA Sr Network Administrator/Desktop Support

Support to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment.

● On-Site technician for 7 hospitals in the Metro Atlanta Area and Alabama

Troubleshooting problem areas (customer facing, by telephone, or via remote access) in a timely and accurate fashion, to meet SLA and provide end-user assistance where required.

Administrative Support for Windows 7, Windows 8&8.1, Windows 10 and MAC OS for Dell, HP, and Apple products

Installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (Dell Desktops, Dell Laptop, personal printers, zebra printers, All in one Multifunction Printers / Copiers / Fax, Apple MacBook’s, Mac Minis and iMac’s and Apple TV’s) to ensure optimal performance

Installed and Deployed Cisco and Avaya Telepresence and Skype Video Conference

● Assist other markets via remote access (Microsoft SCCM)

Mobile Device setups to deploy and support are Apple iPhones, iPads, Windows Mobile and most manufactures of Android Tablets and mobile phones.

● Liason between Select Medical and 3rd Party Vendors (AT&T, Comcast, Ricoh,Dell)

Microsoft Bigfix and SCCM Administrator (Software Upgrades, Software Deployment, Computer Re-imaging, Computer Encryption, Windows Patches, Anti-Virus Deployment)

Office 365(SharePoint, Skype for business, One Drive for Business, Visio, MS Project and Adobe Acrobat)

● Project Management

● Server Management and Maintenance (HP routers, Cisco Server/Switch, Exchange Server)

● A/V installation, setup and maintenance

● Service Now administration ticketing system

● Face to face(50%) and Remote Technical Support(50%)

February 2010-February 2013 Chenmed Atlanta, GA/Miami FL

IT Specialist/Desktop Support

End user Support in the Atlanta

Administrative Support for Windows 7, Windows 8&8.1, Windows 10 and MAC OS for Lenovo, HP, and Apple products

Installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (Lenovo Desktops, Lenovo Laptops, personal printers. All in one Multifunction Printers / Copiers / Fax, Apple MacBook’s, Mac Minis and iMac’s and Apple TV’s, A/V equipment) to ensure optimal performance

Cisco phone, Avaya, 8x8 Telepresence and Skype Video Conference

MDM setup and configuration

● Communicate with 3rd Party Vendors (AT&T, Comcast, Xerox,Dell)

SCCM Administrator (Software Upgrades, Software Deployment, Computer Re-imaging, Computer Encryption, Windows Patches, Anti-Virus Deployment)

Office 365(SharePoint, Skype for business, One Drive for Business, Visio, MS Project and Adobe Acrobat)

POS installation and support

Server Management and Maintenance (Cisco and HP routers, Cisco Server/Switch,Super Micro Server and Hyper V, Exchange Server 2003/2010/2013)

● Remedy, Cherwell and Service Now ticketing system

May 2005-October 2009 Verizon Wireless Ft Worth,TX

Technical Support/Inside Sales/Customer Service

Handled about 40 customers face to face daily

Diagnose and resolve problem with customer cellular equipment

Load software applications on customer cellular equipment and also on store computers

Diagnose and resolve problems with customer aircards and laptops

Checked computer compatibility with Verizon software, OS upgrades, firewall and Anti-Virus restrictions

Install and uninstall software on customer laptop

Assist customers with billing issues

Upgrading phone equipment and purchasing accessories

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