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***** ****** *. ****, ***** Apt **F, Temple Terrance, FL 33617 • Home: 352-***-**** • ac3ddw@r.postjobfree.com

Professional Summary

Exceptionally capable Computer Technical Support Specialist with 20 years practice troubleshootingcomplex end-user issues. Enthusiastically seeking to bring a vast repertoire of both hardware andsoftware knowledge to a challenging position at a growing technical support team.

Skills

Customer service expert Skilled in TCP/IP and WANAnalytical and critical thinker DocumentationKnowledgeable in Mac systems Microsoft Exchange 2013Proficient in Norton Antivirus software Working with shifting prioritiesMS Windows proficient Mac OSSkilled multi-tasker Windows 7

Active Directory

Work History

MTS II-Tech Support CMB & Wireless IT, 06/2007 to CurrentVerizon Data Services – Temple Terrace, FL

20 years of technical support experience.Installed software, modified and repaired hardware and resolved technical issues.Researched, troubleshot and resolved complex problems independently.Managed customers' expectations and experience to a high degree of customer satisfaction.Demonstrated professionalism and courtesy with customers at all times.Enthusiastically participated in job related training.Provided basic and highly technical end-user troubleshooting for desktop support on Windows,Linux and Mac systems.Identified and solved technical issues with a variety of diagnostic tools.Remained up-to-date on the latest technologies and solutions applicable to company products.Followed up with clients to ensure optimal customer satisfaction.Assisting with: software install trouble also hardware issues.Trouble shooting connection issues in the office and working remotely over a VPN.

MTS II-Tech Support, 01/2000 to 06/2007ARC – Tampa, FL

Supporting LAN/WAN for Verizon / FSG / FedExSoftware & hardware installs / LAN & Wan connectivityRemote access / Lotus Notes support / Browsers & system maintenanceRemote to servers: For administering services.Mainframe support: for password reset and recycling printers and terminals.Used ticketing systems to manage and process actions taken.Provided base level IT support to non-technical personnel within the business.Managed customers' expectations and experience to a high degree of customer satisfaction.Identified and solved technical issues with a variety of diagnostic tools.

Level 2 Tech, 12/1997 to 12/1999IBM/CGS – Tampa, FL

Tech support for Earnest & Young Inc.Supporting software & hardware installs LAN & Wan connectivity Remote accessLotus Notes supportNorton UtilitiesBrowsers & system maintenanceRemote to user's computer with Timbuk2 Pro for one on one session

Modem Technician, 12/1997 to 01/1999CGS Tampa – Tampa, FL

Tech Support for 3COM/USROBOTICS Residential & BusinessSupporting in modem install/trouble shootingNights acting supervisor

Education

Associate of Science: Electronics & Computer Engineering/Repair Technology, 1997Tampa Technical Institute - Tampa