Technical Support Customer Service
Resume:
PROFESSIONAL PROFILE
Proven Support Specialist with over 20 years of experience in different employment sectors, such as Government, Private and Nonprofit Organizations.
Ability to learn/contribute quickly having worked in several environments, Operating systems and User Network Administration.
Dedicated to ensuring a high level of customer service at all times, exceptional interpersonal skills, desire for continuous professional and personal growth.
Ability to generate technical concepts in a clear and precise manner.
Excellent communication and interpersonal skills
Excellent organizational skills and ability to prioritize workload
Set up, operate, maintain and repair equipment used to enhance live events, such as microphones, video recorders, projectors, lighting for AV equipment.
Provided Audio Visual Support, Coordinate graphics used in displays and provide technical support for teleconferences, webinars and distance learning classes, ability to interact with coworkers and clients, often under deadline pressure.
EDUCATION/TECHNICAL SKILLS
•
Education
Keiser College Fort Lauderdale, FL. 2001 Computer Science.
A+ Certified. 2007 Introduction to Mac OS X v10.7 (Lion 100)
Operating Systems
Windows 2000/XP/Vista/7, 8, Linux 9 Red Hat
Software
MS Office 2003/2007/2010, 2013 TCP/IP, Microsoft Active Directory, Microsoft Exchange Server, Remedy and Siebel ticketing, SCCM, Topaz Mobile, SAP.
Hardware
Mobile Device Support Android / Apple / Blackberry Personal Computer Peripheral
Support Mouse / Keyboard / Monitor / Work Stations on Wheels (Wow Carts) /
Servers / Network Cabling / VOIP Phones Avaya, Cisco VOIP configurations,
Languages
English, US Citizen
SouthernGlazers, Miramar, FL (Contract) Present.
Snr. Help Desk Support Specialist.
• Analyze and improve knowledge database to reduce call times and improve call outcomes
• Analyze call tracking database to identify trouble patterns, and work with impacted applications and technical teams to document steps needed for improvement
Execution (80%)
• Identify, troubleshoot, resolve, and document user system issues
• Research and resolving difficult and complex problems that Tier 1 Help Desk Support Specialists are unable to resolve
• Maintain customer satisfaction in every step of the service delivery
• Install, support, configure, evaluate, maintain, monitor, and analyze systems and software in a client network environment
• Configure user accounts in Active Directory
• Ensure laptops and desktops are updated with the latest patches to guarantee secure and viable systems
• Support remote users and VPN client connectivity
• Follow the checklist for creation of all user accounts in Active Directory and dependent systems
• Utilize remote monitoring and management software to resolve client requests
• Assign ticket severit
• Escalate tickets to a Help Desk Support Specialist III if the problem requires support from a more experienced resource
• Ensure all Help Desk Service Level Agreements are met
• Update service work notes
• Provide assistance and basic support for Specialist III’s as needed
• Provide after-hours technical support on a rotational basis
• Maintain ownership of service tickets throughout the lifespan of the support request
• Collaborate with other support staff and vendor resources to resolve requests
• Provide updates, status, and completion information to management
Building Capabilities (10%)
• Stay up-to-date on Sothern’s application landscape to always ensure the highest level of service and support to the organization
• Document troubleshooting instructions
• Mentor peers
Sheridan Health Corp. (Contract)
April 2016 July 2016
Implement and support the broadest range of facility based IT&S equipment, including but not limited to network equipment, servers, terminals, personal computers, printers, and cabling, related software products
Provide advanced, hands-on technical support across a broad range of technical user problems Repairs equipment and performs preventative maintenance
Communicate and escalate incidents and request beyond scope of ability to senior service resources
Log and track incidents and requests Reviews incident and request tracking databases
Provides 24x7 on call support based on division IT staff rotation, and carries a pager as warranted
Investigates hardware problems and performs minor system hardware and communication connection repairs Healthcare Corp. (Contract)
• Involved with Windows 7 upgrade rollout from XP using SCCM•
PROFESSIONAL EXPERIENCE
Tallahassee Memorial Hospital, Tallahassee, FL DEC 2014 Dec 2015 IT/Infrastructure Services (Field Technician)
Printers (HP and Ricoh) Repairs and Service.
Coordinated PC upgrades, replacements, and scheduling
Determined new system hardware configuration and provided support to network administrators on LAN/WAN issues. • Hardware upgrades and installs including: Memory and devices such as CD ROMs, Video Cards, Sound Cards, Power Supplies, and Modems.
Configuring and troubleshooting desktops, laptops, Handhelds, and servers.
Installing and configuring peripherals, components and drivers
Provided Technical Support for 1500 2200 Users
KAYE SCHOLER, LLC, Tallahassee, FL Feb. 2014 – May 2014
Helpdesk Analyst
Provided end user/client phone support on all firm standard applications with a strong technical knowledge of Office 2007/2010/2013 applications.
Configured VOIP phone system for users.
Performed daily repairs of company printers.
Setup A/V equipment for meetings and various functions around the building, Troubleshooting A/V equipment when there are technical questions or problems related to A/V equipment and identifying appropriate solutions.
Serve as Onsight A/V support for events
Provide basic instruction on the operation of A/V equipment to customers as necessary.
Clean and maintain equipment, report damages
• Microsoft SCCM 2012 troubleshooting, installation of applications, backup, recovery & disaster recovery.
DELOITTE & TOUCHE LLP, Rosslyn, VA June 2009 – Jan. 2014
Sr. Technology Support Analyst
•Configured, Install, troubleshoot and or repair Laptops and Desktops hardware and software.
•Managed Microsoft SCCM deployments in a large scale global environment of 10,000+ users Oversaw deployments of large and complex applications targeted for mass audience.
•Provided end user / client support on all firm standard applications with a strong technical knowledge of Office 2007/2010/2013 applications.
•Provided customer service oriented techniques to obtain and resolve various hardware and software related issues while responding quickly and competently to customer request.
•Performed daily functions which include, creating and closing service tickets, follow-ups with users, video conference request and or setup, printer toner changes and onsite office visits as needed for desk side support and assistance.
•Trained new hires on company IT perspective materials (Email, Office Suite, Network navigation, Logins etc.)
•Supported over 3,000 users, which included overseas.
•Edit, copy and store videotapes and DVDs, track inventory of equipment and order supplies for AV Support
•Created and managed Mailboxes, Distribution Lists, and Public Folders.
ACAMBIS, INC. (Contract)
Nov. 2008 Aug. 2009
Technical Support Analyst
Along with Director of IT, performed day to day LAN administration and maintenance to local network.
Installed, configured, maintained and troubleshot software applications for end user.
Monitored exchange server, blackberry enterprise server (BES), and Fax systems software and hardware.
Administered daily back up procedures and processes to provide disaster recovery options.
Performed end user orientation and PC software training.
AMERICAN SOCIETY FOR MICROBIOLOGY, Washington, DC.
Nov. 2007 April 2008
Desktop Support Engineer
Used Remedy ticketing system for creating and keeping logs of repair tickets for users.
Performed Imaging of laptops with Ghost Server application and installed software updates though ASD.
Sound knowledge and understating of POINTSEC encryption software.
Set up and maintained desktops and laptops and printers. Serviced Smart Phones and performed backup and recovery for users.
Provided in-house end user technical support by preparing end users on the usage and functions of the PC and/or any other in-house equipment
Department of Transportation: FAA Division Wash. DC. June 2008
Desktop Support Analyst.
VPN Frac Tokens configuration and support
Hardware and Software Inventory
Log all incoming problems and requests and actions taken to resolve them Lotus Notes setup and configuration.
Revolution Health Group, Wash. DC. Nov 2007 June 2008
Desktop Support Engineer.
Receiving all initial customer service requests for all network services, and supported desktop/laptop users via telephone, e mail, voice mail, or walk ins
Resolve printer issues, e.g. replace consumable parts, maintenance, and add to network, firmware/software updates Ghosting – Using Symantec Ghost.
General Technical support for users internally and externally via phone. Setup new VOIP phones and configuration.
BlackBerry Enterprise & BlackBerry handhelds
MVM, Inc., Vienna, VA Jul 05 – November 2007
Setup new employees to include assigning rights in Active Directory, install and configure base images, install and configure unique department applications, set up Outlook email (Local Profile and AD account), and manage file distribution lists.
Manages all aspects with the corporate Inter Tel Digital Phone Systems.
Uses Track It to automate critical IT functions, such as help desk, asset management, software deployment, and network monitoring.
Configures PCs for new/existing users
Maintain available hardware inventory
Tracks, reports, and maintains the organization’s software licenses.
Support and train users on operation and maintenance of Blackberry and Treo 650,700P and 700W devices.
Distribute work orders – priorities.
Provides desktop and phone support to corporate users with Dell Desktop and Laptops.
Perform system Add/Moves/Changes
Map drives, Disk/File Recover
Currently migrating users from 2000 to XP.
Perform backups (Server, local Workstations)
Ensures proper configuration of McAfee and maintain DAT files.
Installs, sets access, and maps printers/fax/scanner (Local and Network)
850-***-**** (cell)
Technical Support Engineer
The Answer Group, Boca Raton, FL Sep 1998 Mar 2005
Provided Level 1 and 2 Help Desk Support Statewide for HP, Circuit City, Best Buy, and Comcast. Created desktop Images for PC replication using Symantec Ghost.
Performed printer repairs.
Performed laptop and desktop repair and troubleshooting.
Coordinated PC upgrades, replacements, and scheduling.
Input and Track calls using TRACK IT
Determined new system hardware configuration and provided support to network administrators on LAN/WAN issues.
Hardware upgrades and installs including: Memory and devices such as CD ROMs, Video Cards, Sound Cards, Power Supplies, and Modems.
Provided customer training on PC operation, OS, and MS Office.
Configured Spyware, Antivirus, and other software.
Kitchens of the Oceans, Boca Raton, FL Nov 96 – Sep 98 Assistant Network Administrator
Setup LAN/WAN, DHCP & TCP/IP Network Printing, and performed Network troubleshooting, servicing and monitoring.
Setup and configured Windows 9X workstations in LAN/WAN, DHCP and TCP/IP Network environment. Created customized division hard drive images for laptops and desktops
Stored images on network drive
Ordered PCs for upgrade
Contacted users to provide direction on storing personal items on individual network drives
Supervised PC replacement by contract technicians
Posted update contact to users for printer installations and personal item retrieval from network drives Performed resolution of software related issues as a result of operating system upgrade.
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