Professional Summary

Skills

Work History

S B

**** **** *** ******, ******, GA 30004 • Home: 770-***-**** • Cell: 770-***-**** • ac5h2x@r.postjobfree.com IT Desktop Support Technician with 5+ years of work experience,who provides Level 1 support in various IT industries (Telecommunications, Hospitality, Banking, Aerospace & Healthcare) highly motivated and efficient in developing customer relationships,willing to go beyond expectations to find a solution to meet the user(s) needs

Active Directory Administration

FIM

Call Center 24/7-Environment

Developed skills to allow me to disseminate detail concepts into ideas in both verbal and written

communication

SSL VPN

IT security best practices

Technical Support

Computer Troubleshooting

Hardware Experience

Windows Operating Systems ( 7 & 10)

Self Starter

Helpdesk Experience

Troubleshooting

Technology Specialist, 12/2017 to 04/2018

Parallon Business Solutions – Peachtree Corners, GA Created /Opened new case tickets in the ticketing database system as required to appropriately route tickets & document resolution.

Collaborated with Lead/Peers to provide the best customer service and to escalate issues to Corporate Client Support, & Security Team when situations were applicable. Supported Windows 7 & 10 Windows operating systems & communicating status on issues to end users & Senior support staff.

Active Directory administration

Diagnosed & troubleshot desktop issues for Parallon's (local & remote)employees regarding Software & Hardware issues also printers, Avaya softphone & VPN connectivity issues regarding Patient Account Services. Applied computer images ( Windows 7 & 10 OS) on PCs for New Hire employees & Replacement PCs. Installed Basic proprietary software + specialized software pushed from the SCCM software tool. Shipped Computer equipment including PCs, Webcam, Headsets, Battery Backup & Mice/Keyboards shipped through FedEx Desktop Support Technician, 04/2015 to 12/2017

Hexaware Technologies – Dunwoody, GA

Processed New Hire On-boarding documentation, Terminations, LOA),Digital Aviation requests for Remote Access

Provided IT service & support for all IT related issues & requests for the client's customers & its Employees Handle 25+ inbound calls daily to contribute to the team's goals Collaboration with other IT teams to escalate & resolve critical requests Diagnosed & resolved issues associated with Hardware, Software desktop issues, Laptops & OS systems (XP, Windows 7, 10, & Macs),MS Office, & support a wide array of IT systems including VOIP, Remote access, Account Lock out (AD- Active Directory, Mobile Devices, RSA/McAfee Drive Encryption authentication, SSL-VPN, Wifi (Guest/Corporate)& Outlook

Kicked off the scheduled nightly IBM prodution cycle & weekend Jobs using the tn3270 Telnet client on the Jeppesen (Aerospace) Mainframe (OS) system. Also monitored for job failure,escalated to appropriate support groups when applicable.

Dealer Technical Support, 10/2012 to 04/2014

Education

Hughes Telematics Inc. /Verizon Company – Atlanta, GA Handled an average of 30 inbound calls daily to contribute to the team's goal to meet the SLA with 95% resolved on a 1st call resolution.

Programmed the unique GPS control unit device (Global Positioning Device) installed in various Mercedes Benz models vehicle(s) for Voice & Data communication by assigning Mobile Directory Numbers (MDNs) housed on the Verizon Wireless Network using a Technician Computer & Technician portals to configure/test the device functionality as designed.

Provided Technical Support & Administrative support in real time via telephone, Email to Mercedes Benz Service Technicians & Sales Advisors issue(s) encountered during processes (Registration of the MBRACE Subscription)

Hotel Support System Analyst, 01/2010 to 03/2012

IHG (Technisource/Primus Soft Staffing) – Alpharetta, GA Diagnosed & resolved network connectivity issues on the Hotel(s) network related to Holidex, Opera (Hotels Reservation)systems via the internet using the TCP/IP/DHCP, Installed & configured replacement equipment under warranty : ( workstations, printers, backups, servers, reimaged workstation.

Provided Tier 1 Technical Support to IHG brand hotel(s)via Telephone, emails, & Remote Desktop assistance in a

(24x7) environment.

Handled an average of 25 calls daily to contribute the team's goals Open Development Technical Support Coordinator, 05/2010 to 08/2010 Verizon Wireless Amphitheatre at Encore Park – Alpharetta, GA Tested 800 toll free number(s)on (Nortel & Lucent) switches housed on Verizon Wireless network for dedicated support/emergency (GPS) on behalf of its Reseller clients IT ACCESS MANAGEMENT Reset Analyst (Access Mgmt. Helpdesk), 09/2007 to 09/2009 AT&T – Alpharetta, GA

Handled an average of 50 inbound calls daily to contribute to the team's goals. Provided 100% customer support for end-users: (AT&T employees, Consultants, Retail Authorized Dealers

(POS),3rd party vendors, (call centers) RAE- Regional Account Executives, Password resets, Account Access & Network Shared Drive access, RSA Authentication, specialized proprietary software requested. Documented cases through Remedy ticketing system.

Helpdesk @ the Technical Contact Center, 08/2006 to 08/2007 Verizon Business – Atlanta, GA

Dispatched, assigned & scheduled service delivery tickets (ie: Break/Fix, Maintenance) issues to Verizon Field Engineers for restoration of service on behalf of Verizon Business customer(s) also added closure remarks to pending service request ticket(s) per Field Engineer(s) request. Handled an average of 30 Inbound calls to contribute to the team's goals. Associate of Arts: Computer Networking,

Robert Morris University - Chicago, IL