Support Customer Service

Konstantin Kirukhin

**** *********** ***** *****, ********, GA 30062

404-***-**** ******@*****.***

Over 25+ years of experience in providing deskside and helpdesk tech support, network and server administration, project management in various positions.

Handheld devices, including Blackberry and BES, iOS and MacOS, Android.

Variety of network equipment including Dell, HP/Compaq and IBM X386 servers, routers/VPN, switches, Mac, Dell, Lenovo laptops, Dell and Lenovo workstations.

IP phone systems, including legacy and cloud based – setup, configuration, maintenance, user support and training. Setup, maintenance and support for VPN offices.

MS Windows Server 2016 and legacy versions – Active Directory, user management. TCP/IP, DNS. MS SCCM, Ghost Solutions. G Suite, Microsoft Office 365 and legacy versions of Office. Outlook and MS Exchange setup and support, Gmail for business administration.

PC and Mac Support and Break and Fix, network Support and Troubleshooting, local and networked printers install and support.

Education and Certification:

MA in Classical Philology, St. Petersburg University, St. Petersburg, Russia

Advanced courses in networking and information technology, Novell Inc. /Institute of Technology, St. Petersburg, Russia, 1994

CompTIA A+ and Dell Certified.

Work Experience

US Legacy Development Inc., Roswell GA

12-2014 - Present

IT support specialist

Administration and support for secured subnetted LAN with several VPN offices for data and voice.

Setup and support of accounting software for local and remote users based on Server 2014, Remote Server and Active Directory.

Administration of VPN offices and setup, configuration and support of IP phone system and users.

Maintenance and administration of company’s web assets – hosting, private and public cloud storages, DNS maintenance, e-mail service administration.

Assets and purchasing responsibilities, collaboration with web developers in building and maintaining company’s web sites.

Remote user support, remote maintenance and reimaging of field equipment (laptops, handhelds).

New Lane Investment, Alpharetta, GA

09-2010 to 10-2014

IT support specialist

Designed and implemented LAN infrastructure with integrated remote VPN offices, corporate e-mail system.

Supported IP phone system, provided desk side support for end users, maintenance of installed software and hardware repair, system rebuild and reimaging.

Provided remote support (Windows Remote Assistance, Log-Me-In) to users running Windows XP and 7 (32 and 64 bit) and MS Office Suites (2003, 2007, 2010) with add-ons.

Support for mobile devices (Blackberry, iPad/iPhone).

Advanced Productivity Software, Roswell, GA

R&D, Project Manager

04-2009 to 07-2010

Product management of DTE Inhand and I-DTE - mobile applications (Blackberry, IPhone) to provide cross-functional integration with DTE Axiom - time entry and tracking software for law firms.

Collected and gathered requirements and inputs for application.

Identified, recorded, and reported issues, tracked defects, managed builds.

Analyzed customers' needs and incorporated them into product features.

Collaborated with QA department in developing test plans, test cases and test scripts based on business requirements for testing.

Manually tested, evaluated and validated products, committed changes to new builds.

Responsible for facilitating with outsourced development and QA teams, overseeing outsourced projects.

CGS Inc, contractor for IBM

IT Support/Account Manager

9-2006 to 04-2009

Special accounts support for large corporate clients that receive enhanced service and support (ESS) from their IBM Marketing Representative and for select IBM Business Partners that sell, service, and support various IBM System.

Facilitated 3rd party vendor warranty and support on behalf of account manager. Level I support of IBM Business tools and applications (IBM Director, IBM Image Builder), support for basic Lotus Notes account setup, configuration etc.

CGS Inc. Atlanta, GA

Tier 2 Hardware Analyst

10-2003 to 9-2006

Senior hardware support specialist for IBM Global Services Department.

Provided Tier 2 break and fix support for IBM GOLD customers.

Troubleshooting hardware, software and connectivity issues while maintaining customer service focus.

Support for EWG (Early Warning Group), newly released models of IBM’s Desktop/Laptop Products and Think Vantage Technologies (TVT) software.

IMTS, Inc. Buford, GA

Network Administrator

05-1999 to 8-2003

Windows 2000 Server administration;

IIS, SQL server and Exchange 2000 Administration;

Linux, Mac integration into Windows 2000 environment;

Backup administration.

Amrex, Inc. Atlanta, GA

Network Administrator and helpdesk support

01-1995 to 05-1999

Designed, setup and configured LAN/WAN, web site design and implementation.

Desktop and application support for end user.

Network and PC maintenance and repair.

Ivan Fedorov Publishing House, Leningrad, Russia

Network Support Technicians

1991-1994

Support of software for publishing systems;

Designed and implemented centralized backup procedures for clusters of computers;

Customization of workstations according to specific user’s needs.

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