Shane S. Goff

*** ***** ****

McDonough, Georgia 30253

Cell 267-***-****

Home 470-***-****

ac4gpl@r.postjobfree.com

SUMMARY

Over 10 years of solid Customer Support, Desktop Support, Help Desk experience in the Telecommunications, Pharmaceutical, and Healthcare Industries.

Solid negotiating and conflict resolution skills with the ability to balance client compliance against customer satisfaction.

Personable with excellent oral and written communication skills.

Creative thinking ability that takes customer service to the next level, offering the customer satisfactory alternatives to meeting and resolving their needs.

SKILLS

Systems: Windows10, 8.1, 8, 7, Vista, XP, MAC, LAN, WAN, Wireless, TCP/IP, VOIP, Active Directory, Citrix, Microsoft Exchange Server 2008, VPN Manger

Hardware: Desktops/Laptops/Servers (IBM, HP, Compaq, Dell) Local/Network Printers (Canon, HP, Lexmark) Blackberry, Palm Pilot, iPad, iPhone

Software: Microsoft Office Suite 2003/2007/2010/2016, WordPerfect 5.1, Excel, PowerPoint, Lotus Notes, JCL Utilities, Java, HTML, Visual Basic, Remedy, Clarify, SAP, Service Now, HP Service Center, HP Service Manager, Windows Deployment Server 2012, Remote Desktop, SCCM, Ghost, SQL Server 2008, VMware, Office 365,

Browsers: Internet Explorer 9, 10, 11, Google Chrome, Firefox, Safari

EDUCATION/CERTIFICATION

Pierce College - Philadelphia, PA.

Associate Degree in Business Management – Completed

Computer Learning Center - Philadelphia, PA.

Certificate in Computer Operations

John Bartram High School (Motivation Center) - Philadelphia, PA.

H.S. Diploma – Completed

EXPERIENCE

Kaiser Permanente ( Contractor) Duluth, GA/ Morrow, GA

09/17 – 12/17

Desktop Support/ PC Technician

● Responsible for Imaging of HP Thin Client computers and HP laptops using GHOST.

● Installation and configuration computer equipment. (i.e. Laptops, thin clients, dual monitors, network printers)

● Responsible for troubleshooting and resolving hardware and software issues.

● Supported 1500 end users for 2 Kaiser Permanente Locations. Duluth/Morrow, GA.

Netview Inc. – CVS Corporation/ Omnicare (Project Lead/Contractor) – Atlanta, GA

12/16 - 06/17

PC Technician

Traveled to and worked at various Omnicare locations within the United States.

Responsible for changing Omnicare domain over to CVS domain.

Installed Server and upgraded workstations to Windows 10.

Upgraded all users to Office 365, as well as installation of proprietary software.

Birch Communications (Contractor) – Atlanta, GA

10/16 - 12/16

Tier II Technical Support

Answered inbound calls from Clients resolving all issues arising from Server /email upgrade.

Responsible for walking end user through how to update their server settings on Laptop, Desktop, and cell phone so that they can send / receive email.

All End users were moved from a physical server to a cloud based server.

Change Healthcare (Contractor) – Atlanta, GA

07/16 - 09/16

Lead IT project Coordinator

Responsible for installation of PGP encryption software for all Dell & Lenovo laptop users. (550 End Users)

Worked with remote users to get software installed on devices by compliance date.

As project lead, responsible for keeping an excel spreadsheet for all equipment that was upgraded.

Suntrust Bank (Project Lead/Contractor) – Atlanta, GA

05/16 - 07/16

PC Technician

Worked onsite at SunTrust Bank Branch locations installing Hardware and peripheral equipment.

Installed Server, branch processor, and teller workstations at various branch locations. (350 End Users)

Upgraded branch desktop workstations running Windows XP to Windows 7, or a Dell WYSE thin client device running a Windows 7 virtual desktop (VDI) session.

Responsible for the setting up and configuration of hardware.

PNC Bank (Project Lead/Contractor) – Philadelphia, PA & Surrounding Cities

10/15 - 02/16

Desktop Support/ PC Technician

Work on various project deployments for a number of various companies, universities, and financial institutions.

Lead Technician on PNC Bank workstation upgrade project. (750 End Users)

Upgraded branch desktop workstations running Windows XP to Windows 7, or a Dell WYSE thin client device running a Windows 7 virtual desktop (VDI) session.

Responsible for operating system upgrades, software upgrades, and the setting up and configuration of hardware.

Responsible for logging inventory of new computers and replaced workstations into an excel spreadsheet.

Work on Projects as they become available or when needed.

CHOP – Children’s Hospital of Philadelphia (Project Lead/Contractor) – Philadelphia, PA

05/15 - 07/15

Desktop Support/Technical Solutions Analyst

Worked on the Device Implementation Team. (600 End Users)

Primary Task was to refresh and install new computers, printers, and peripherals for the new Buerger Building.

Used Ghost to image Computers. (Laptop & Desktops), also used SCCM to Deploy applications to end users.

Responsible for inventory of new computers, placing an asset tag on each unit, as well as entering all equipment into an excel spreadsheet.

Used Active Directory to add and move users to different groups as well as deleting users.

Responsible for imaging desktop and laptop computers, as well as upgrading software.

Installation and support of Microsoft Office 365.

Patched cables into network to get cubicles hot.

Responsible for configuring new I-phones and I-pads so that user can retrieve & access work emails.

Resolved 20-30 tickets daily, 30% phone support-70% Desktop Support, worked on a team of 8 analysts.

The Safegard Group Inc. (Contractor) – Media, PA

11/14 - 12/14

Desktop Support/Technical Solutions Analyst

Responsible for troubleshooting and resolving PC, Laptop, network, and software issues. (400 End Users)

Using Active Directory to reset passwords, as well as troubleshooting network connectivity issues.

Responsible for mapping drives and resolving network printer issues.

Supported and resolved issues with Office 365, Citrix, and VM ware issues.

Resolved 15-20 tickets daily, 30% phone support-%70 Desktop Support, IT Support Dept. was 3 members.

SallieMae/Navient (Contractor) – Newark, DE

10/14 - 10/14

Windows 7 Migration Consultant

Responsible for configuring Windows 7 computers and setting up workstations. (300 end users)

Performed software upgrades and configured hardware equipment. (Network Printers)

Installation and support of Microsoft Office 365.

Temple University Hospital (Contractor) – Philadelphia, PA

05/14 - 06/14

Desktop Support/Technical Solutions Analysts

Responsible for pushing Windows 7 image to new hard drives then installing them into computers.

Responsible for resolving software issues, as well as performing software installs and upgrades.

Used SCCM to Deploy application to end users.

Responsible for hardware installs and configurations. (printers, scanners, etc.)

Used Active Directory to add and move users to different groups as well as deleting users.

Set up and configured workstations for new employees.

Responsible for configuring new I-phones and I-pads so that user can retrieve & access work emails.

Imaged or replaced 500 Desktops, also installed each machine with Microsoft Office 2010.

Responsible for inventory of new computers, placing an asset tag on each unit, as well as entering all equipment into an excel spreadsheet.

Logged, updated, and closed each ticket in Infred Ticketing System.

Resolved 25-30 tickets daily, 30% phone support-70% Desktop Support, team of 10 IT Analysts.

Christiana Health Care Systems (Contractor) – New Castle, DE

04/14 - 05/14

Windows 7 VNA Project Coordinator

Responsible for imaging 350 Panasonic Toughbooks using Ghost.

Used SCCM to Deploy applications to end users.

Executed post configuration process on each newly imaged computer and added memory to returned XP

Laptops so they could be imaged with Windows 7.

Installation and support of Microsoft Office 365, as well as Mckesson medical software.

Responsible for inventory of new laptops, placing an asset tag on each unit, as well as logging returned laptops an excel spreadsheet.

Scheduled nurses and clinician’s appointments for them to come in and swap out old computer for a new one and assisted in training each user on new laptop.

Project had a 5-week deadline which I completed.

UBS Financial (Contractor) – Wilmington, DE

02/14 - 03/14

Windows 7 Migration Consultant

Responsible for swapping out old XP computers with Windows 7 units (350 users).

Performed peer to peer data migration on each unit.

Upgraded each machine with Microsoft Office 2010.

Kenexa / IBM (Project) – Wayne, PA

08/13 - 11/13

Desktop Support/Technical Solution Analyst

Responsible for troubleshooting and resolving PC, Server, Network, Software, Citrix, and VM ware issues.

Deployed and assisted in software and system upgrades, PC installs, and create and maintain desktop images.

Responsible for troubleshooting and resolving issues with Lotus Notes.

Used Windows Deployment Server to image and upgrade PC’s and laptops with Windows 7.

Used SCCM to Deploy applications to end users.

Responsible for upgrading and installing all PC’s and laptops with IBM PGP encryption software.

Used Active Directory to add and move users to different groups as well as deleting users.

Responsible for configuring new I-phones and I-pads so that user can retrieve & access work emails.

Provided support for over 7,500 internal employees either in person or over the phone.

Logged and closed tickets in Track-IT ticketing system.

Resolved 25-35 tickets daily, 30% phone support-70% Desktop Support, worked on a team of 12 analysts.

YellowBook (Contractor) – King of Prussia, PA

10/12 - 11/12

Technical Solutions Analyst

Provided Tier 1 telephone support for over 500 Sales Reps in the field with laptop issues.

Responsible for resetting passwords, enabling and disabling accounts via Active Directory.

Troubleshoot and resolved issues with Outlook 2010 and Windows 7, and VPN Issues.

Responsible for resolving any Network / WiFi connection issues, with PC’s, Laptops, MAC’s.

Assisted end users in configuring e-mail to their mobile device (I-phone, Blackberry).

Entered correct and accurate information into the Service Desk Express (SDE) ticketing system.

100% phone support, 30-50 calls a shift, worked on a team of 14 analysts.

Hotwire Communications (Contractor) – Wynnewood, PA

07/12 - 09/12

Technical Customer Service

Provided Tier 1 phone support for over 300 end users’ providing password resets using Active Directory.

Troubleshot issues with Microsoft Office 2007 and 2010 and Windows 7.

Worked with Field Techs to ensure that cable receivers and modems were provisioned and installed properly, by pinging receiver and modem.

Responsible for using Remedy to log ticket issues.

100% phone support, 40-60 calls a shift, worked on a team of 20 Technical Customer Service Reps.

Pfizer Pharmaceuticals Inc. (Contractor-1 year) – Newark, DE

04/11 - 04/12

Network Operation Center Analyst II

Provided Tier 2 support logging tickets into HP Service Manager ticketing system.

Handled escalated issue by telephone or via e-mail, troubleshooting VPN issues.

Responsible for resolving software issues, as well as performing software installs and upgrades.

Assisted end users in configuring e-mail to their mobile device (I-phone, Blackberry).

Used Active Directory to add and move users to different groups as well as deleting users.

Responsible for configuring new I-phones and I-pads so that user can retrieve & access work emails.

Responsible for remoting into user’s computer via Go-To-Assist Tool to resolve user’s issues.

Responsible for supporting and troubleshooting Citrix issues.

Supported users who were migrated to Outlook 2010, Windows 7, and all Microsoft Office applications.

Responsible for resolving and closing any tickets that are outstanding for more than 5 business days.

Responsible for correcting and updating Knowledge Base Articles (KBA’s).

Responsible for troubleshooting issues with Laboratory Equipment.

Supported over 10,000 end users (Pfizer Employees and Contractors).

100% phone support, 25-35 calls a shift, worked on a team of 12 Tier 2 Analysts.

Delta Dental Insurance Co. (Contractor) – Alpharetta, GA

06/10 - 01/11

Customer Service Benefits Associate

Answered inbound calls from Benefit enrollees and Dental providers.

Responsible for answering questions regarding status of dental insurance claims, benefit amounts and benefits status.

Responsible for explaining benefits coverages and exclusions as well as claims processes.

100% phone support, 35-50 calls per shift, worked on a team of 24 Associates.

Comcast Cable Company (Contractor) – Alpharetta, GA

09/09 - 05/10

Hi-Speed Internet Help Desk Associate

Responsible for answering inbound calls, troubleshooting with Customers who were having problems with their residential high-speed Internet service, and to dispatch a technician if necessary.

Troubleshot issues with connectivity, equipment, Network: DHCP, Modem, Router, LAN issues,

E-mail delivery problems, and PC applications & operating systems.

Experience with the following tools and/ or concepts: PC/ Mac workstations configurations, Ping/ Tracert, Telnet, TCP/IP.

Responsible for entering accurate information into Clarify ticketing system.

Acted as liaison between customer and technician to schedule a home visit to further troubleshoot the issue.

Handled follow up following the technician’s visit to the customer site to bring to closure to the process.

100% phone support, 50-70 calls a shift, worked on team of 16 Help Desk Associates.

Hewlett-Packard – Alpharetta, GA

06/05 - 08/09

Help Desk Associate

Provided Tier 1 telephone support for Microsoft Office Software, and other Software applications as well as hardware issues for printers, keyboards and monitors, and using Active Directory to reset password for employees within General Motors and Bank of America.

Responsible for entering Help Desk tickets into the HP Service center ticketing systems with up to date and accurate information and following through with ticket status until tickets are brought to closure.

Maintained contact with technicians in the field to ensure that process and corrective action was completed.

100% phone support, 30-40 calls a shift, worked on a team of 20 Help Desk Analysts.

References available upon request

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