Customer Service Software

HELP DESK & DESKTOP TECHNICAL SUPPORT SPECIALIST

QUALIFICATIONS PROFILE

Seasoned, detail-oriented, and performance-focused professional, offering comprehensive experience in providing exceptional technical and systems support; backed by expertise in overseeing, processing, and performing backups for offsite storage and retrieval. Armed with in-depth knowledge of system administration, software installation, instructional design, and system deployment. Effective at developing, supporting, and maintaining digital courseware systems composed of electronic media and integrated simulations software by utilizing various development tools. Highly capable of working within fast-paced settings as well as in accomplishing tasks in a timely and efficient manner.

AREAS OF EXPERTISE

Network and Server Monitoring Device Imaging Project Management Technical Writing

Customer Service Staff Training and Supervision Software and Courseware Deployment and Development

PROFESSIONAL EXPERIENCE

Garden of Life, Palm Beach Gardens, FL

PC Support Technician, Help Desk and Desk Side Support 06/2015–05/2018

úEffectively handled Active Directory account configurations for devices and individuals, which included resetting password, unlocking user accounts, and adding devices on the domain to ensure proper group assignment

úAdministered PC and Apple device setup and configuration, while supporting desktops, laptops, Surface Pros, iPad, iPhone, and Android for more than 275 end users

úProvided general configuration and assistance with Microsoft Office, Outlook, and Exchange

úOversaw mobile devices by using VMware’s Airwatch MDM application services as well as in configuring, tracking, monitoring, recovery and reset of the devices

úCarried out in-house telephone system setup, configuration, and support which included ShoreTel computer application interface

úDeveloped and maintained device images utilized in creating and reimaging new and current devices

úSupported the general configuration for Manage Engine Service Desk Plus platform by generating and presenting weekly, monthly, and yearly SDP metrics reports to IT management

úFacilitated new hire IT orientations and training, while monitoring training events

Notable Accomplishments:

þPlayed an integral role in transitioning more than 130 remote users from current devices, such as Win7 laptops and iPads, to new Win10 Surface Pro tablets by gathering data, overseeing inventory, building image, configuring user profile setups and data transfers, and providing end user training, support, and education

þPromptly addressed a major conflict within the Marketing Graphics and IT departments due to the Adobe Suite of application’s font system by bringing key insights and updating obsolete applications to a new Cloud Adobe Suite

þAchieved the Garden of Life Customer Service Award for the IT Department [2]

FlightSafety International, West Palm Beach, FL

Instructional Systems Specialist 04/2012–06/2015

úProactively participated in the development, installation, update, maintenance, repair, and troubleshoot of FSI classroom courseware and simulation issues in collaboration with the pilot and maintenance instructors

úTook full charge of updating, maintaining, troubleshooting, and escalating issues involving the Ground Flight Simulator (GFS) software and systems

úRemotely fulfilled courseware and software update for over 100 classroom courseware and simulation workstations

úOffered assistance to local manager of courseware as well as courseware operations in Dallas Texas as required

úAssisted the creation, integration, distribution, and installation of new courseware and training applications and utilities special projects

úAided order, maintenance, and distribution of the FSI courseware materials including physical media, digital media and other training tools

úEffectively handled iPad inventory control list for client loaner and instructor iPads maintenance

úEfficiently used several software utilities and applications such as Microsoft Office and Adobe Creative Suite (Acrobat, Pro Illustrator, and Photoshop) in updating and maintaining physical and digital training materials

úMade use of ServiceNow and FSI-SIMs ticketing systems in logging and tracking service tickets

Notable Accomplishment:

þContributed key insights in and supported the Piaggio Avanti II Pilot SME in developing and simulating the software integration of the all new training format for the Operational Dayflow Piaggio Avanti II Pilot Lessons

þGained distinction as the West Palm Beach FlightSafety leader in charge of overseeing, assisting, and launching the instructor and student iPad training program

FlightSafety International, West Palm Beach, FL

PC/Junior Network Support Technician 10/2010–04/2012

úActed as the first responder regarding the entire business and training system issues which included desktop, laptop, iPad, iPhone, copier, printer, telephone, and projection system hardware and software

úUtilized VMware Virtual Console interface in monitoring and manipulating the IBM blade server

úLed the installation, configuration, maintenance, testing, and troubleshooting of proprietary and non-proprietary hardware and software systems

úSupported multitier remote and client-facing helpdesk and desktop assistance for over 300 end users and systems

úRendered remote access and support to instructors and classrooms by utilizing UNC, Remote Desktop Protocol (RDP), RAdmin, UltraVNC, RSA, Terminal and Citrix services

úFormulated and oversaw object accounts in the Active Directory database

úClosely observed and assisted two standalone and four servers throughout the IBM Blade server

úConducted accurate data backup, restoration, and retrieval through Symantec Backup Exec

úFulfilled various tasks, such as creating, storing, and distributing system images using Symantec Ghost server and software

úSupported the network administrator, business systems users, instructors, and clients

Notable Accomplishment:

þMade significant contributions in tracking down and isolating network virus in the center from a software given the by the FSI partner Sikorsky Aircraft

Light Source Business Systems, Vero Beach, FL

Computer, Copier, Printer, and Fax Service Repair Technician 08/2005–12/2007; 12/2009–07/2010

úFunctioned as depot and field service technician, in charge of assisting wide-ranging client base

úSpearheaded the installation, network administration, and maintenance of customer system drivers, software, and hardware

úProvided prompt response to 6 to 10 field and depot service calls on a daily basis

úSteered efforts in logging, tracking, and resolving service tickets issues in a timely manner, in compliance with the service level agreements (SLAs)

úManaged the documentation and escalation of issues, while processing warranty and contract upgrades and replacements

úTook full charge of monitoring and maintaining the inventory of car stock parts and supplies usage

Notable Accomplishment:

þEarned recognition and bonuses for consistently accomplishing the highest number of service calls and sales dollar compared among other technicians

Document Storage Systems, Inc., Juno Beach, FL

Technical Support Analyst 06/2008–12/2009

úHeld responsibility in rendering tiers one and two, remote, and onsite helpdesk support to primary client, the Veteran’s Hospital Network

úPerformed installation, configuration, testing, repair, update, and maintenance of proprietary medical record processing software applications, such as EPS and Fee Basis Claims System (FBCS)

úDemonstrated expertise in utilizing the following:

–Support Works ticket system to develop, monitor, update, escalate, troubleshoot, and close helpdesk tickets; and

–Microsoft Live Meeting, terminal services, and Citrix utilities to assist and supervise VA information technology staff and end users

úExemplified expertise in formulating, posting, analyzing, and revising software articles in relation to issues, bugs, fixes, and workarounds

úOffered hands-on assistance to Documentation and Quality Control departments with the review and maintenance of software manuals and documentation

EDUCATION 11/2002-06/2008

Bachelor of Science in Technical Management, with Concentration in Business Information Systems

Minor in Network and Communications Management and Electronics Engineering Technology

Delta Epsilon Iota Academic Honor Society Dean’s List

DeVry University, Orlando, FL

PROFESSIONAL DEVELOPMENT

Certifications

Windows 10 Microsoft Certified Solutions Associate (MCSA) Certification, In progress, Expected Completion Date: December 2018, CompTIA A+ Certification, CompTIA A+ Depot Technician Certification, CompTIA Network+ Certification, Microsoft Certified Professional, Microsoft Certified Technology Specialist Certification, Windows 7 Pro Certification, Hewlett Packard Accredited Platform Specialist Certification, Canon Copier Hardware/Software Technician Certification, Toshiba Associate Technician Certification, Xerox Printer Certification, National Agency Check with Inquiries (NACI) Government Clearance

TECHNICAL ACUMEN

Remote Assistance (RAdmin, RDP, Bomgar, Splashtop, LogMeIn, Dameware, TeamViewer and UNC) Microsoft Office Application (2003, 2007, 2010, 2016, 365) Backup/Restore and Imaging (Microsoft, Ghost, Acronis) Security (Symantec EEP, Norton Antivirus, McAfee EPO Agent, McAfee DLP, McAfee Antivirus) Encryption (Bitlocker, McAfee, TrueCrypt) Microsoft Windows Desktop (95, NT 4.0, 98, ME, 2000, XP, Vista, Win7, Win8, and Win10) Microsoft Server (NT, 2003, 2008, 2012) VMWare Virtual Console VSphere Client AppOS Ticket Management (ServiceNow, Service Desk Plus) Adobe Cloud Google Apps Apple Apps iCloud MS Intune Oracle Support VMWare Airwatch Microsoft OneDrive

Contact this candidate