Customer Service Microsoft Office

SUMMARY

Objective: Professional Technology Support opportunity. Permanent, full time with a progressive forward-thinking organization where there is a positive, diverse team environment and an opportunity to contribute and grow.

Proven Skills and experience in various Information Technology disciplines:

Desktop Support administration

Extensive shift work, Team and Individual environment experience

Freelance Information Technology training/Support experience

Helpdesk environments local/remote

Network Operations Center experience (NOC)

Staff Agency/Direct hire backgrounds/ Private Sector, Local, State Government experience

Superior customer service attributes skills and experience

WAN/LAN Infrastructure tools (CITRIX, VMWare, and Active Directory)

TCP/IP Protocol

15 years experience and training in Information Technology industry

Driven, results, detail-oriented IT professional, experienced with Microsoft Windows Client/Server installation XP, 7, 8, 10 Professional. Server 2X R2, configuration, setup and management. AS/400 Mid-range systems experience. Extensive Peripheral hardware setup, installation, troubleshooting experience, including scanners, multi-purpose hardware and bar-code technologies and touch screen technologies,

Client Imaging, Cloning experience (Symantec Ghost), Patching, backup technologies experience. Remedy, Altiris, SysAid ticketing experience, LAN/WAN infrastructure tools CITRIX, VMWare for access, troubleshooting, setup and installation.

Works well in team or individual environments, multitasks and handles complex situations with professionalism. Results oriented with users, staff, vendors and senior executives. Microsoft Office experience. Private Sector/ Staff Agency and Government experience.

FREELANCE Server, Laptop, desktop and Tower installation experience. Apple, Blackberry, Android flashing, setup and administration experience. Remote Access, Terminal emulation experience. HP, Team Viewer, Remote Desktop, RUMBA. Intranet web editing experience. SQL Query skills, WYSE Systems exposure.

EDUCATION:

Bellarmine University, Louisville, Ky

Introduction to Percussion instruments, Winter Semester 2018

University of Cincinnati, Cincinnati State Technical College, Cincinnati, OH

Information Technology, Network Administration coursework (Part time evening college, non-degreed)

Daymar College, Lexington, KY

Microsoft, SQL, Network Support Administration. Large scale Laser Print Training, Lexington, KY

College Credits equal approximately one year of post High Education (23 Credit hours)

Employer Sponsored/ In-House Training

SQL Database query training Modules 1-2

Microsoft Office 2X training, in-house teaching of employees

Microsoft Office 2X Access Training

Professional Training

Apple iPhone, MacBook experience

Active Directory Deployment, Administration

ALTIRIS Enterprise Service Desk Ticketing

Android OS Technologies

Avery 9X Systems Bar Code Printing Technologies Setup/Troubleshooting

Blackberry Administration/Setup experience (RIM)

APS Battery backup Rack systems setup, Installation and configuration

Cincinnati Area Geographic Information Systems (CAGIS) administration, training.

CHFS University Visual Basic.NET (Levels 1-3)

Citrix Server setup, Installation and administration

Confluence Knowledge Base Technologies

Crestron Digital Media Solutions

ESRI/GIS (Geographic Info Systems) ESRI ArcView Installation, Setup and Administration

IBM AS/400 System Administration, setup and installation

Lexmark 2x, 6x, 7x Certified Training Lexington, KY

Microsoft 2073B SQL Server 2000 Database Programming (New Horizons, Louisville, KY)

MS2151 – Microsoft Windows 2000 Networking Essentials

Microsoft Intel Server, NT,2000,2003,2008 R2

Lexmark high speed color laser print repair/troubleshooting and administration

LuxRiot VMS Security

Microsoft Office 9X, 2000, 2003, 2007, 2010, 2013, 2016

Microsoft Office 365

Microsoft Access 2003 Level I & II(SQL)

Microsoft Windows OS 95, 98, NT, 2K, Vista/XP/7, 8, 10 Home, Professional

Microsoft Internet Explorer Setup, Admin

Microsoft Edge

Microsoft Endpoint Protection Solutions

Mozilla FireFox Setup, Admin

Network+ Certification Class (New Horizon’s Louisville, KY)

Network Operations Experience (NOC)

Novell Netware X.x Certified Administration

Nortel Switch Systems administration, Installation

Oracle 9X, 11X (Client) Installation, Setup and Configuration

ORSYP Data Automation Job scheduling platforms

Remedy Ticketing Systems

RUMBA Systems Terminal Emulation

SharePoint

Slack Day-to-Day Communications

SMART Board Technologies

Symantec Ghost Imaging

SysAid Service Desk Ticketing Systems

Sun StorEdge L500 Redundant Tape Systems

Surface, Surface Pro Deployment

Norton/McAfee Antivirus administration

TeamViewer Remote Desktop, setup, administration

Threema Instant Communications

VERITAS Backup technologies

Vivitek Projection Solutions

VMWare virtual client troubleshooting, installation/setup

WASP Bar Code Technologies Setup/Installation

Wireless Network infrastructure technologies

Web Intranet editing maintenance

Experience in On-call situations, irregular hours and ALL types of shift work

Member

The Cincinnati Area Geographic Information Systems Policy Board 2004 - 2005

Technology Action Committee 2004 - 2005

PROFESSIONAL EMPLOYMENT EXPERIENCE

04/2013 – Present Technology Support Analyst Bellarmine University 2001 Newburg Road, Louisville, KY 40205

Image, deploy and support desktop hardware and software, printers, faxes, computer peripherals, PC and telephone moves, etc.

Provide timely responses to Help Desk requests for technical support received via telephone, e-mail or personnel requests.

Use appropriate knowledge bases, or relevant research, to troubleshoot and resolve various technical problems.

Document all support activity, including troubleshooting and problem-solving activities, in call tracking software. Track and monitor problems to ensure a timely resolution.

Review daily work tickets to address overdue tickets and escalate as necessary.

Participate in the planning and deployment of new and upgraded products.

Coordinate, direct and supervise the activities of student associates on a day-to-day basis.

Receive goods ordered through the Help Desk and distribute appropriately.

Maintain an awareness of modern technologies in equipment and software that will improve effectiveness across the campus.

Responsible for Campus Wide Event Coordination, Setups, logistics, collaboration and solutions,

02/2012 – 04/2013 Technology Solutions Group Analyst Trover Solutions, Inc., 9390 Bunsen PKWY, Louisville, KY 40220

Supports user base comprised of individuals working on-site, at client sites, at satellite offices, and from home. Responsible for troubleshooting and diagnostic routines to identify, diagnose, and repair problems relating to hardware, software, network communications, and peripherals. Support end user accounts, hardware, and software (productivity applications, operating systems, and associated support software). Identify network/client/server malfunctions and initiate corrective action to maintain availability within published Service Level Agreements. Works with colleagues to setup, image, install, inventory, and configure PCs and peripherals, backup user data, rebuild PCs and restore user data.

12/2011 - 01/2012 Project Lead Philips Deployment Project

Hilton Garden Inn Louisville Airport 2735 Crittenden Drive Louisville, KY 40202 SABEREX GROUP, LTD. Staffing Agency 12317 Technology Drive, Austin, Texas 78727

Flash, upgrade and deployment of Philips LCD Flat Screen units for Hilton Garden Inn Louisville Airport Hotel. 250 units upgraded, flashed and reprogrammed to meet required standards. Lead staff of 2 technicians.

04/2011 – 09/2011 Business Analyst/Innovation Center

Humana Inc., 500 Main Street Louisville, KY 40202 (The CSI Companies Staffing)

3rd Tier support for Account Executives and Customer Service representatives for the Rewards program

Identifies and recommends changes, upgrades and modifications to applications developers as it pertains to the rewards program infrastructure.

Attends and facilitates Innovation/Rewards meetings and QA Test meetings.

Validates Member, Group and Utilization reports prior to processing data to initiating rewards statuses.

Environment is HIPAA sanctioned

Provided directives for hardware/software staff regarding Microsoft OS/OFFICE 2X utilities, programs, hardware software editing and patches.

02/2009-02/2011 Operations Analyst

The Rawlings Group, 1 Eden PKWY, LaGrange, Kentucky 40031

Subject matter expert for twelve FTP, SFTP data feeds that supply data from various healthcare and pharmacy clients. Data is received and processed via Pulling, Mining and Gen Invest procedures to filter data for double- or over-paid claims.

Microsoft Windows Server 2003 environment with Windows XP Client in compliance with HIPAA regulations. Extensive Microsoft XP usage, troubleshooting and updates. SQL query usage pertaining to FTP, SFTP sites. Extensive Customer service practices with management and colleagues. AS/400 Mid Range systems batch environment job submission, editing.

07/2008- 01/2009 Service Desk Analyst

MGTI Global Technology Infrastructure Distributed Operations, 462 South 4th Street, 11th Floor, Louisville, Kentucky 40202 (Lakeshore Staffing)

Strive to logically maintain the highest integrity in immediately resolving initial incidents of

global Windows Operating Systems issues affecting colleagues throughout the world as it pertains to any Information Technology related device attached to the WAN and any of its OS-related software/hardware issues.

Customer service resolution that is secure, validated and personalized is paramount in the initial contact with the colleague regarding Laptops, Workstations, Key Fobs, Blackberry’s and any other hardware device attached to the secured global infrastructure.

Maintains virtual in-house global network knowledge base and configuration strategies to ensure virtually error-free colleague desktop environments.

AS/400 Mid-Range Systems administration, troubleshooting and maintenance. RUMBA terminal emulation.

Remote Microsoft SMS installations of Microsoft Office, hardware devices, various shrink-wrap software, Microsoft Updates, patches, upgrades.

03/2007-05/2008 Commonwealth of Kentucky

500 Mero Street, Frankfort, KY

Network Analyst III

Analyzes requirements, selects, installs, tests and supports networking devices including Servers, PCs, (NORTEL) switches, CSU/DSUs, Rack systems, APS Battery backup units and other related equipment in a SAN and NAS/WAN environments.

Provides technical support for ten LANs throughout the Commonwealth of Kentucky from the Switch to the Client both directly and remotely.

Provides detailed project management support.

Maintains network documentation and configuration.

Provides research, recommendations, design and testing for new technologies.

Develops written recommendations and cost estimates. Develops short- and long-range communications plans.

Extensive installation of small to large-scale group environment printers, APS battery backup devices, laptops, wireless cell phones, servers. Microsoft 2003 server environment with Microsoft XP OS.

07/2005 - 05/2007 Commonwealth of Kentucky

275 East Main Street, Frankfort, KY

Network Analyst II

Designs, alters and maintains department Microsoft SQL Server Databases as needed.

Installs, maintains hardware, software, imaging, backups, security, active directory, email setup. Responsible for NORTEL telephone, voicemail setup, maintenance. Coordinates with outside vendors for maintenance as needed

HIPAA Security and Privacy trained with emphasis on Information Technology practices within the healthcare provider community

Administers Microsoft Active Directory Group policies for new and existing users; Maintains an in-house Helpdesk service for facility clients

Runs and troubleshoots Ethernet lines as needed.

Maintains intranet website for the facility.

Facility is a 300-client 13-Server facility with Microsoft Server 2003, Office 2003 and Windows XP service pack 2.

Certified Lexmark repair training for 2x, 6x and 7x series print systems

06\2004 – 06\2005 City of Cincinnati

II Centennial Plaza 500 Central Ave. Cincinnati, OH 45202

2004-2005 Senior Computer Programmer/Analyst

Responsible for ensuring 100% uptime of 100-user Windows NT 4.0/Windows 2000 LAN environment consisting of four servers.

Install, configure, image and upgrade security patches, applications, and hardware as it pertains to the LAN and the Windows 2000, Windows

XP, Office 2000 environments. Maintain disaster recovery/backup schedules.

Provide in-house Microsoft OS and Office training to all users.

Prepare reports on operations and activities as requested.

Research and plan hardware, software implementation/replacement.

Manage and maintain department’s asset management database.

Supervise Computer Programmer/Analyst in related duties and tasks.

Make budget proposals and prepared reports on

IT budget issues

Nextel cell phone setup and configuration. Licensed in-house administrator.

03/1998 – 06/2004 Computer Programmer/Analyst (Network Administrator)

Configure, install, and maintain Workstations, Laptops, PDAs, Servers, peripherals, Licensed and proprietary (“in-house”) software, provide documentation and training. Routinely apply problem-solving skills to client/server networking environment.

Maintain a working knowledge of CAGIS Applications, departmental digital imaging/scanning and bar-coding processes and workflows. Coordinate and provide training on new/existing applications.

Provide troubleshooting, installation, reconfiguration and testing for Windows Client/Server environment.

Provide PC Imaging/Cloning procedures, documentation and deployment.

Administer security, OS upgrades, and patches. McAfee Antivirus experience.

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