Technical Support Customer Service

Michelle Jonas

Dade City, FL *****

linkedin.com/in/michellejonas • 813-***-**** • **********@*****.***

IT Support Engineer

Experienced professional with proven success as consultant and on-staff expert in software and hardware environments. Strong ability to manage projects from concept to completion ensuring on-time, on-budget, and on-target delivery. Demonstrated skills in meeting and exceeding designated goals and expectations. Background in helping develop and implement processes and procedures that enhance business efficiencies.

Test Development, Schedule and Execution / Project Management / User Training and Support

IT Storage Solutions Systems Implementation / Troubleshooting and Issue Resolution

PROFESSIONAL EXPERIENCE

Advantage International, Tampa, FL

Software Technical Engineer (2014-Present)

Technical Scope: Microsoft Server, Microsoft office, Active Directory, Exchange, SQL, Outlook 365; SQL 2005, 2008, and 2012; Server 2003, 2008r2, and 2012; Exchange 2007, 2010, 2013, and 365 hosts; Outlook 2007, 2010, 2013, and 2016, Virtual Server Experience - Hyper-V and VMware, VPN connections, Wireless networks, Air cards and MiFi’s.

Team Leader: Training IT Support while providing technical support and mentor network administrators while providing excellent customer service for all clients using Add2Exchange syncing software to resolve difficult data mining technical issues. Install, revise, migrate, troubleshoot, and certify syncing Add2Exchange Enterprise and Add2Outlook Software in customer networks. Oversee data mining. Place, back up, migrate, and establish remote SQL databases, deal with Antivirus MacAfee, Sophos, Norton, ScanGaurd Kaspersky, Avast, Trend micro, AVG, and Bit defender on an Administrative level. Investigate and resolve connection failures. Work registry and system files, service software installations, migrations, cross grades and technical support on outside software and configurations. Set up email accounts for software service, service accounts, permissions, and RPC MAPi over HTTPS. Develop and deploy accounts including administrator account, configuration of account permissions, and fix Outlook to troubleshoot contact and calendars synchronization, and teach clients on Microsoft Outlook Best Practices. Determine active directory service accounts, permissions, and group policy configuration. Supervise client configuration, and registry details. Analyze and prepare support documents featuring correct configurations and network synchronizing software certifications. Manage support ticket queue including setting technical support appointments, customer follow up, and upgrade notices. Monitor customer sales, new installation, and migrations, cross grades, technical support times, and syncing requirements and arrange correct Add2Exchange product to meet existing and future situations to improve exchange contact, calendar, task, and post syncing needs.

Key Achievements:

Handle client configuration forensics and registry details.

Review and prepare support documents featuring correct configurations and network synchronizing software certifications.

Done Right PC Doctor’s, Tampa, FL

President (2013-2014)

Technical Scope: Active Directory; Outlook 2007 and 2010 2013. Virtual Server Experience - Hyper-V and VMware, VPN connections, wireless networks, air cards and MiFi’s.

Provided sales, support, and repair of network software integrations for business and residential computers. Supported and mentored network administrators with configuration for Routers, Switches, POS, and mapping drives to network before deciphering which groups had access to domain drives. Updated domains, group policy, users, permissions, and account options. Installed and supported printers, network connections, scanners, cameras, and wire and wireless routers. Upgraded desktop and laptop hardware including motherboards, IO boards, power supply, RAM, LCD, HDD, ODD. Replaced drivers and revised firmware, software, virus, antivirus, backups, and OEM. Administrated Local Area Networks including peripheral, file/print servers, primary/backup domain controller management, hardware, and desktop support. Antivirus MacAfee, Sophos, Norton, ScanGaurd Kaspersky, Avast, Trend micro, AVG, and Bit defender on an Administrative level. Analyzed and resolved network connectivity issues, hardware installations, and maintenance. Maintained email and software installation/maintenance. Established and supported end users of computer networks, desktops, and laptops. Resolved network LAN, and WAN, hardware connections problems including air cards and hotspots. Reviewed and repaired hardware and software technical challenges. Fixed end-user computer issues.

Key Achievement:

Administrated Local Area Networks including peripheral, file/print servers, primary/backup domain controller management, hardware, and desktop support.

Analyzed and resolved network connectivity issues.

Dell, Tampa, FL

Technical Business Support Certified Technician (2012-2013)

Technical Scope: Hardware. VMware, VPN connections, Wireless networks, Air cards and MiFi’s.

Trained end users on Microsoft Windows best practices. Analyzed, diagnosed, and resolved difficult computer problems for 30,000 business end users. Suggested and executed corrective solutions. Replaced primary components including motherboards, processors, RAM video cards, hard drives, and optical drives, Windows and Dell patches, and flashing BIOS. Troubleshot through remote access for repairs of PC hardware, and software issues including blue screens, error messages, spyware/virus removal, program incompatibilities, and reformatting hard drives. Repaired PCs including installing drivers and operating systems. Upgraded Windows XP and Vista workstations to Windows 7/8.

Key Achievement:

Suggested and executed corrective solutions while providing excellent customer service to Dell business customers.

Sykes, Tampa, FL

IT Administrator/Technical Support (2011-2012)

Upgraded and installed primary hardware components including: motherboards, processors, RAM video cards, hard drives, and optical drives for network computers, desktops, and laptops. Installed propriety software, TrueCrypt, and BitLocker on more than 300 computers including adding computers to domain servers, VPNs, updating Windows and patches, and flashing BIOS. Set up software and hardware drivers. Administrated peripherals including printers and file

sharing. Set up Norton ghost computers from network for redeployment. Formatted hard drive OEM, HP and Lenovo, and Dell computers. Installed, tested, and connected 300 VoIP Cisco phones to VLAN routers and network plus wireless routers on four different floors. Taught corporate headquarters end users, and worked with network team to furnish required support. Provided Level 2 support for corporate executive’s remote access. Diagnosed and repaired PC software issues including blue screens, error messages, spyware/virus removal, program incompatibilities, and registry error reformatting. Installed drivers and Windows operating systems.

Key Achievement:

Conducted daily backups to network guaranteeing all required file systems and system data successfully saved to appropriate media.

Shelly’s Total Solution, Tampa, FL

President (2002-2011)

Technical Scope: Technical support specialist.

Served as administrator and technical support specialist for business-to-business, and business-to-consumer clients. Built, supported, tested, and sustained Windows server 2008r server suite hardware, software, and network configurations for software, integration and testing tasks. Installed, configured, and updated Windows network systems. Analyzed system architecture, design, and disaster planning and instituted required modifications to enhance system growth and capabilities. Administered Local Area Network (LAN) Administration tactics including peripheral, file/print server, primary/backup domain controller management, hardware, and desktop support. Troubleshot network connectivity, hardware installations and maintenance, active directory group policy user account/email maintenance, and software installation/maintenance. Configured computer networks, desktop, laptop setups, and end user support. Solved auto discovery network computer problems. Antivirus MacAfee, Sophos, Norton, ScanGaurd Kaspersky, Avast, Trend micro, AVG, and Bit defender on an Administrative level. Studied and repaired technical hardware and software issues. Trained end user customer representatives while seeking to improve performance, solve problems, simplify operations, and decrease costs.

Key Achievements:

Developed successful computer sales program for client in Clearwater providing financing to help lower income household’s access computers.

EDUCATION AND TRAINING

Bachelors of Science in Information Security Systems

ITT Technical Institute, Tampa, FL, 2011 (Valedictorian)

Associates of Science in Computer Networking Systems CNST

ITT Technical Institute, Tampa, FL, 2002

Technical Certifications

DELL Certified Technician, Netcom Tech. New York, NY, 2012

PC/LAN Technician Information Technology Certificate, Netcom Tech. New York, NY

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