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Customer Service Technical Support

Location:
Miami, FL
Posted:
October 21, 2018

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Resume:

Johnny Marmol

**** ******** *** ***** ** email – ac7f44@r.postjobfree.com mobile – 786-***-****

Professional Summary

Analytical Technical Support Specialist, effective at technical support and reporting. Highly computer-savvy. Customer service focused Technical Support Specialist with 9 years career experience in help desk environments. Highly adept in systems analysis diagnostics and troubleshooting and conflict resolution. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays strong work ethic.

Skills

Microsoft Solutions Expert Skilled in TCP/IP and WAN

Customer service expert Fast learner

Microsoft Certified Professional A+

Hardware troubleshooting Desktop and Servers Network +

Windows XP/7/8/10 Active Directory VMware Prof.

Experience

IT Support Specialist 2017 – 2018

AlphaNet Inc Miami FL

Worked directly under the CIO and COO as IT Support Specialist

Provided telephone support to many clients internal and external

Opened and closed support request tickets using Kaseya

Used Kaseya to deploy Anti-virus and Malware to Servers and PCs

Remote controlled users' PCs when necessary to support clients

Administrated VMware guest machines creating and configuring

Administered Barracuda email filtering whitelisting and blacklisting

Created accounts in AD and Exchange email accounts

Managed permissions on the File Server files, shares and folders

Managed and maintained Office 365 Users, One Drive and Skype for Business

Production Technician 2015 -2017

Incomm Inc Miami FL

Worked directly with departments, clients, management to achieve successful results

Performed initial client assessment and analysis to begin the support process.

Keep customers informed of progress during issue life cycle and make follow-up calls or communications in a timely manner.

Assist team members and provide support and solutions to customer queries to meet company objectives.

Maintain updated knowledge of company products and services to better provide customer support and service solutions.

Customer Technical Support 2013 - 2015

Stefannini Inc. Fort Lauderdale FL

Installed software, modified and repaired hardware and resolved technical issues.

Assisted in development and testing new product offerings.

Maintained and updated customer service database, tested backups and restores.

Used ticketing systems to manage and process actions taken.

Provided base level IT support to non-technical personnel within the business.

Evaluated and responded to incoming sales leads and requests for technical support assistance.

Technical Support Lead

Steiner Inc. 2011 – 2013

Provided first-level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty.

Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues.

Established patterns to reoccurring issues and provides input to development teams.

Provided all levels of IT support to non-technical personnel.

Provided on-call support for critical issues.

Identified and solved technical issues with a variety of diagnostic tools.

Conducted research to address customer concerns.

Technical Support Consultant

ACE International 2007 – 2011

Provided first-level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty.

Performed troubleshooting techniques over the phone or via web messenger, Skype and Web-ex to identify and resolve issues.

Established patterns to reoccurring issues and provides input to development teams.

Reviewed technical documentation and procedures.

Built and provided end-user troubleshooting and desktop support on Windows, Linux systems.

Demonstrated professionalism and courtesy with customers at all times.

Education

Central RI Providence - Computer Technology 1990

Network +

A +

VMware Professional

Microsoft - MCP



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