Support Customer Service

Robert Smalls

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

Jonesboro Ga ***36

Ph. 404-***-****

@ *******.**@*****.***

Overview: Seeking an opportunity in a rapid growth organization that has a need for an all-around administrative person, with an established record of customer service and IT skills. Areas of expertise include:

● Excellent interpersonal skills, excel in ensuring end users' needs are met.

● An expanse knowledge of various computer software and applications

● Excellent knowledge of Microsoft Office Applications and multiple Ticketing systems

● Proficient with Windows 7, 8 and 10, basic understanding of OS 10

● Extensive knowledge of troubleshooting for both hardware and software components for personal computers

tablets and mobile devices.

Jan 2018-Present

Marta

Service Desk Analyst

●support internal end users of various software applications and MARTA desktops, laptops and Surface 3 devices utilizing specific support procedures and troubleshooting tools.

● Provides basic hardware troubleshooting on printers, personal computers, workstations, Windows based systems. Time clocks and MARTA networks. Provide system troubleshooting and navigation of MARTA specific applications.

●Network troubleshooting to determining network availability of LAN and Wi-fi devices and making sure the devices and users are assigned to the proper domain or group in AD.

●Performed application installs of propriety software and nonproprietary such as OneDrive for business

● Network Operation Center support for CCTV streaming issues and network storage issues

●Create Altiris tickets for all user reported events then follow-up to ensure closure 100% of the time, unless a ticket needs to be escalated to an appropriate team.

May 2017- Jan 2018

Delta Airlines- Flight Ops

Project Manager I (contractor)

● Technical Operations support for the pilot EFB (Electronic Flight Book) program.

● I configure and enroll Windows Surface 3 and IPAD Pro mobile devices into AirWatch and a mobile device push MDM applications which managed updates and software.

● Utilize the AirWatch Console to assist with UAT (testing) and Production Devices by created test environments for flight navigational devices.

● Responsible for cost analysis budgeting reporting and redistribution of damaged and returned devices.

● worked side by side with business analysts to identifying problems and wrote instructional documents

● Monitored weekly project progress by tracking activity; publishing progress reports; recommending actions and to my direct report flight Operations GM.

● Construct workflow charts and diagrams; system capabilities; writing specifications

● Conducted insightful, ad hoc analyses to investigate ongoing or one-time operational issues

Nov 2014 - Nov 2017

At&t /Cricket Wireless

Help Desk Tier II

● Worked with internal employees, store dealers and irate customers via phone and email sessions.

● Support of over 8000 retail locations with a minimum of three users and 3 Dell desktops per location.

● POS hardware support included Windows 7 based workstations, VeriFone / Ingenico Signature devices

● Direct support for POS software, IQ Metrix as well as other internal applications.

● Created numerous technical documents and

guides structured steps on SLA’s and fixes.

● Managed user accounts and computer accounts to allow for password reset and wireless device management of the internal users Wi-Fi service and adding users to domains and groups.

● Responsible for training of new hires.

● As a Tier II associate I assisted with keeping the Tier I helpdesk abreast with new protocols and documents, that were issued periodically from Engineering and or Management.

● Reported incident management of High to Critical outage communications to management company wide.

● Providing daily matrix reports via Cherwell ticketing and reported the realtime Network environments.

● Implemented new method of documenting software assets by converting to SharePoint.

May 2014 – Nov 2014

Vonage (VoIP Support)

● Helpdesk support for Vonage IP phones and LAN network setup

● Provided Tier 2 support of Cisco, Polycom devices softphones and IVR setup of multiple extensions

● Provided support for Vonage mobile app on android/ IOS to allow voip calling via Wi-fi mobile devices

● Provided support and configuration for Electronic fax systems ie. Efax, Vfax for business accounts

● Handled inbound calls and ticket request via email and Salesforce.

Nov 2008 – May 2014

Logisticare (Ga Medicaid Transportation)

Help Desk Tier I

● Helpdesk support for users in 30 locations with Medicaid transportation trip tracking and scheduling App.

● Assisted with the install LCAD a Citrix VPN tool. Which allowed secure logon into laptops and workstations.

●Assisted with AD account lockouts and password resets also install device drivers and images of Windows 7.

Education

Clayton State University Morrow, GA

Bachelors IT (Currently enrolled as Junior)

2016 - Present

Hunter Business School Levittown, NY

A+ Certification 2000-2201

Nassau Community College Uniondale, NY

Associates (Criminal Law)1993 - 1996

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