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Support Customer Service

Middletown, New Jersey, 07748, United States
February 16, 2018

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Samantha Antoinette Chapman

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


NJ, 07748


Phone: +1-646-***-****


Level 2 support technician, I provided local and executive support at Odsseyre \Hudson Insurance in the New York, NY and Stamford, CT headquarters. As well as support related remote offices and users employed by OdysseyRe operations. Strong written and verbal communicative skills, engaged and interacted with C level executives. Energetic personality, adaptable to change and embraces new technologies. Provided general technical assistance, support and advice to end users for hardware, software and systems. Including; resolving end user issues at tier 1 and tier 2 levels, assisted in hardware deployment, maintenance and utilization of systems. Reviewed and maintained knowledge of company’s current business and technology related developments in the marketplace. Effective dialogue and research with colleagues to create, update procedures and solve new issues. Administered AD onboarding and terminations, new sites and changes to computer configurations. Documented and updated procedures, recorded new assets, test and configure equipment installed.

Previously full time on a level 2 helpdesk at Tory Burch, retail and business experience was gained by having direct exposure to our internal corporate user base and our global retail staff. I supported the internal and external users resolving operating system, application, email, and mobile device related issues. For our retail stores I affectively communicate with the store to ascertain the problem situation. I deal with store outages, layer 1, 2 and 3 network connectivity issues, APTOS\Epicor and Clientbook (IPAD) application support, systems, certificate revocation issues, loss prevention (cameras)\traffic monitoring systems Countwise. Play networks (Service Channels) and printers. Excellent problem solving and ability to escalate calls when required, experienced with tracking tickets in ticketing management systems. Dedicated to maintaining high quality 1st line break\fix support to physical and vdi infrastructures globally. Reliable, trustworthy and an effective communicator with editorial knowledge and interpersonal skills at all levels within the organization.

Professional Experience

Odyssey Reinsurance. New York

Level 2 Support Technician & (Exec Support)

Provided dedicated hands-on support via phone, remote control or direct visits to senior and executive level user base.

Excellent white glove assistance and ability to prioritize C level issues

Advised technical guidance and practices to IT colleagues and end users.

Video conferencing support using Polycom RealPresence

Solved problems on various bespoke applications and systems.

Reviewed work orders to move, change, install, repair, or remove data.

Reviewed procedures for ensured compliance.

Provided assistance of end user orientation on hardware, software and network operations.

Prompt with resolving calls and troubleshooting tickets via ticketing software (Service Now &Footprints) e-mails and voicemails.

Contacted software and hardware vendors to request service regarding defective products

Researched equipment/ accessories online and created quotes for purchasing.

Extensive knowledge of PC Software, Operating Systems/Windows 7, MS Office applications and Internet Browsers.

Expertise with Microsoft Office Suite and Windows 10 standards.

Citrix XenDesktop and XenApp client connectivity and application provisioning.

Application installation, support, investigation and independent troubleshooting.

OS deployment, thin provisioning, and processing of custom scripts.

Blackberry (BES10\) administration.

General knowledge of RSA SecureID access and troubleshooting.

Google authentication and administration.

Proficient with Nexthink & Fiddler

Maintained confidentiality of company-sensitive data

Tory Burch LLC. New York (February 2016– October 2017)

Helpdesk Support Technician

First-point-of-contact for employee\associate support, information, request and escalation.

In person technology support and white glove assistance

Support all hardware, software, and mobile technology issues. Perform problem determination and resolution as required.

Responsible for the connectivity and configuration of remote\mobile technologies

Provide general technical advice\training to employees\associates

Provide project support for all maintenance and deployments to user population

Monitor all problems to resolution, even if the problem is not Desktop related (Network: switch, devices and appliances)

Properly set resolution expectations and provide continuous status reporting to support population for unresolved problems

Perform problem determination within the Desktop environment and other relevant infrastructure platforms. Escalate issues to appropriate support groups, as required.

Excellent communication/customer service skills

Experience using helpdesk ticket tracking systems

Strong problem solving and decision making skills

Ability to multitask and meet time constraints

Demonstrated experience with Windows operating systems and Office productivity suite (Office 2007 to 2016 and O365)

Knowledge of Microsoft Active Directory and Exchange 2010/2016/O365 Admin/ADConnect/Dirsync

Excellent understanding of Networking Technologies, TCP/IP, TRACERT, VPN, DNS, DHCP, FTP and SMTP

Familiarity with Mobile device management. Mac desktop/ iPhone/PDA/tablet technologies

Working knowledge of VoIP Telephony

Experience with support of local and networked printers

Experience with support of remote access/VPN technologies

Ability to configure and deploy hardware and software, appliances and devices.

Open, monitor and track service request via vendors (Aptos, Meraki, Century Link, Granite, At&t, Verizon, Service Channel, Ricoh, DesionPoint/Mobile& Hardware procurement)

Viacom Media Networks. New York (June 2015- December 2015)

Technical Support Analyst

Supporting the Global Viacom Helpdesk supporting 16,000 users in a multi forest, multi domain active directory infrastructure.

1st line support for a dealing with an average 80 calls per day with 50/50 closed/forwarded ratio.

Create and monitored open incidents/tickets on a high volume helpdesk.

Provisioning of Active Directory user objects with controlled workflow and procedures.

Verizon - Universal Identity Services management administration.

Provisioning of Exchange mailboxes and modifying email recipient policies to reflect alternative SMTP addresses.

Microsoft Productivity Suite and custom/bespoke application support.

Troubleshoot web based application, trusted and local intranet site browser issues.

Performed system updates/patches and installations via SCCM.

Processed and assisted video conference calls. (Tandberg, Polycom, Lync BlueJeans)

Liaise with the business, application development, media and technology teams.

Prioritized multiple issues and able to complete tasks in a timely and efficient manner.

Customer service, processes and procedure renewal.

Triaged support calls with user and developer till problem resolution.

Works well independently, and contributed on projects issued by senior management teams.

Ability to keep pace in a dynamic and 24/7 fast moving environment.

Aerconsulting LLC. New York (December 2013– June 2015)

Helpdesk Support Administrator

Liaising with customers and providing 1st and 2nd line support to numerous small businesses.

Proficient in Microsoft TCP\IP, DNS, DHCP, and good understanding of IP sub-netting and routing.

Command line skills for network\dns troubleshooting inc, ping, nslookup, tracert etc.

Active Directory and Exchange administration new user creation.

Office 365 user provisioning, via AD DirSync, UPN remediation, dealing with AD conflicts.

Experience with supporting ADP, Workday and other HR and Payroll based products.

Active Sync and Good email support on BYOD.s (Mac OS Apple IOS, Windows phones, and Android smartphones.

Group Policy troubleshooting, local security policy, gpresult and understanding of OU’s and their applied GPO’s.

Installation and maintenance of Windows client operating systems utilizing SCCM \WDS

Troubleshooting file access and printer issues.

Support to remote user provided on a daily basis.

Maintaining ticketing-system and providing correct level of call escalation.

Responding to support request via Phone, Email, Lync.

Provided support for important clients with sensitive data.

Levi Strauss & Co. New York (November 2012– December 2013)

Sales Fulfillment Team Lead

As a part of the back office team providing support for inventory and sales systems.

Responded and monitored the helpdesk phone line, e-mail and personnel requests for technical support.

Performed a full range of responsibilities including information verification analysis.

Report preparation and account reconciliations.

Direct customer facing service.

Point of sales reporting and forecasting.

Planned and executed team sale strategies.

Albert J. Thompson Dental Office. New York (November 2011- December 2012)

Office Manager/Technical Support

Respond to all client incidents and inquiries.

Troubleshoot all IT equipment related issues.

Liaised with Doctor, patients, insurance companies and lab technicians.

Handled IT Support for a group of dental offices with associated doctors and their employees.

Provided in-house support for Care Stream Dental application and Microsoft Office support.

Coordinate requests for information and maintained customer database.

Set up audio/video/teleconferencing equipment for meetings, if required.

Accountable for call details and ticket creation into the tracking system.

Technical Proficiency /Expertise


Microsoft Suite Win XP\WIN7\8.1\10 and Server 2003\2008R2\2012, Active Directory and GPO’s

Mac OS\IOS, Windows Phone, Android and Exchange Active Sync and Office 365 support.

Microsoft Office Suite 2013/2016. (Excel, Word, PowerPoint, Outlook, One Note and Access.)

Experience with SAP, PeopleSoft and Oracle application support.

PowerPoint/ Conferencing presentation support for Executive users.

Adobe cloud suite (InDesign, Illustrator and Photoshop.)

VMWare, Microsoft Hyper-V administration.

User administration of SAP/ERC/GRC Fat Client and thin apps.

Configuration of Cisco & Avaya Phone system/VIOP and Voicemail Unity System.

Citrix Receiver\App-V based application support.

VPN, Verizon Identity Management. Juniper\Junos Pulse

User administration and configuration of bespoke financial Apps.


Associates of Science (AA Degree)

CUNY Kingsborough, New York

Microsoft MCSA Course 20688D Supporting Windows 8.1 Enterprise.

New Horizons, New York

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