Technical Support Software

Experienced IT technical support professional with strong communication and interpersonal skills, proven ability to resolve complex technical problems in pressure-filled environments. Specialized in desktop support in a heterogeneous Windows/Mac environment, hardware/ software configurations, user training, software testing and deployment. Highly motivated and fast-learner, consistently working to enhance my skills, holding a B.S. in computer information system and working towards completion of Master in Information Technology.

Professional Experience

Georgia State University Support Specialist June 2013 - Present

Tech support and consulting to over 500 faculty members for both PCs and MACs systems.

Responsible for system configuration (Hardware/ Software), software imaging/ deployment, policy management, security updates, access management, maintenance documentation and user training. Contributes to operational cost reduction by reusing computers assets and implementing organization’s operational policies.

Additional key responsibilities and accomplishments:

• Maintains inventory of database and property control of PCs and MACs.

• Trains and orients users of PCs and/or MACs software or hardware.

• Communicates with various vendors to ensure warranty repairs.

• Assists departments in technology budget planning.

• Participates in and coordinates the maintenance, updating, and repairing the College’s 500+ computer

workstations and laptops (both PC and MAC).

• Provides maintenance and support for college-level servers in a Microsoft AD environment.

• Evaluates and performs acceptance testing for new technology and software tools, including test planning, test cases

execution, defects reporting and generating test results.

• Designs and deploys new operating system image as software life cycles changes.

• Supervision and training of junior/intermediate support staff, unit GRA(s), and student assistants on policies and

procedures for assisting users and supporting the College’s software and hardware.

TEKsystems, INC (Dell Computer) Client Field Technical Services Analyst March 2013- May 2013

Responsible for deskside services for the State of Georgia (SOG) account, including on-site installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, and associated peripherals

Additional key responsibilities and accomplishments:

• Reviewed, troubleshoot, and approved operational quality desktops, notebooks, and associated peripherals.

• Ensured customer satisfaction by advising customers on preventive maintenance and configurations which may impact

product performance.

• Identified potential issues that could adversely impact end user experience and implemented corrective actions.

• Provided technical feedback on technical process issues to improve overall service delivery.

• Worked on assignments requiring considerable judgment and initiative. Evaluated implications of work and made

recommendations for solutions.

• Acted as a team lead to determine methods and procedures on new assignments.

• Worked effectively and efficiently under time constraints and high stress/pressure environment.

Computer Generated Solutions, INC Technical Support Analyst October 2006 – July 2009

• Provided quality technical support of IBM ThinkPad and Lenovo laptops.

• Applied comprehensive knowledge of hardware & software skills including use of various versions of Microsoft

operating systems, Microsoft Office, as well as local network printers and Symantec Antivirus.

• Provided technical support for Wireless Networking, Blue Tooth and Ethernet Networking issues.

• Documented all transactions in accordance with established policies and procedures.

• Utilized knowledge of NSS and SB Client software to create new cases.

• Assessed and resolved customer complaints in accordance with established policies and procedures.

• Tested software applications and programs to ensure that users needs and business requirements are met and reported

test results.

Education

• Bachelor of Science, Computer Networking - Strayer University, Atlanta, GA. May 2012

• Diploma in Applied Technology, Computers/Networking - Dekalb Technical College, Covington, GA. March 2005

• Working towards Master of Science, Information Technology - Kennesaw State University, Kennesaw, GA,

Expected completion – June, 2018

Certifications and Professional Courses

• Certificate of Credit -Computer Information Systems

• Certificate of Credit -Cisco Specialist

• Certificate of Credit - Installation & Support Technician

• New Horizons Certificate of Course Completion -A+ Certification-Core Hardware

• New Horizons Certificate of Course Completion – A+ Certification-Software Hardware

• New Horizons Certificate of Course Completion – Network+ Certification

• New Horizons Certificate of Course Completion – 2276 Implementing MS Server

• New Horizons of Certificate of Course Completion – 2277 Implementing MS Server

• New Horizons of Certificate of Course Completion – 2272 Implementing MS Windows XP

• CompTIA (Computer Technology Industry Association) – A+ Certified Professional

• Certified in the fundamentals of Bomgar Representation Console

Successfully completed the following classes from Kennesaw MSIT program:

• IT-6413 IT Service Delivery

• IT-6823 Information Security Concepts

• IT-5423 Comp. Architecture, Operating Systems and Networks

• IT-5433 Databases: Design and Applications

• IT-5413 Software Design & Development

• IT-6683 Management of IT

Technical Skills

Microsoft Office (SQL, Word, Excel, Access, PowerPoint, Virtual PC) McAfee Antivirus Norton Antivirus Software Windows operating systems Mac OS / iOS NSS Software SAS Nvivo IBM Sametime Connect Software Citrix Cisco Anytime Connect VPN SPSS Stat Transfer Microsoft Sever 2003/2008 Stata Novell Bomgar Representative Essentials console v12

Professional Affiliation

• The National Society of Collegiate Scholars 2010 - Present

• Alpha Sigma Lambda 2012 - Present

• Golden Key International Honor Society 2012 – Present

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