Anthony King

1-281-***-****

ac8r2n@r.postjobfree.com

Professional Summary

To obtain a job with a company that will enable me to use my experience with-in the: Technical Support industry, Banking and or Oil Field industry that will allow me to use my skills in: diagnosing IOS I Phones devices hardware/software issues and performing administrative IT functions such as document tracking and monitors incidents from original call into the help desk through resolution to ensure a timely resolution. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems with Tier 2 support. I have provided these services using Service Now ticketing services, over the phone and over technical bridges and hands-on support when needed to various users all over the country and off shore.

Work Experience:

Robert Half Technologies

07/01/2018 to present

Technical Support Analysis

Working at various client sites to provide network and technical support assisting with the move of 100 plus workstation, setting up print server, upgrade Window 7 to Window 10 and ensures that user have full access to all processes:

Participation in team projects, implementation of technology, testing of equipment and development of standards

Research and resolve difficult and complex problems that level 1 and 2 are not able to resolve

SNC - Lavalin

01/2018 to 06/2018

Network Support Analysis

Provided support to monitor, install and perform maintenance on personal computer, desktops and laptop computers, software and network. By using Service Now ticking system I was able to successfully monitor the following systems:

Installed and configure software and hardware. Manage network servers and technology tools.

Set up accounts and Tworkstations

Monitor performance and maintain systems according to requirements

Troubleshoot issues and outages

Upgrade systems with new releases and models

Build an internal wiki with technical documentation, manuals and IT policies

Bright Star Services LLC

01/2016 to 12/2017

Network Support Analysis

Used diagnostic utilities to aid in troubleshooting. Accessed software updates, driver update, knowledge bases etc. are responsible for the day-to-day operation of these networks. They organize, install, and support an organization's computer systems, including local area networks (LANs), wide area networks (WANs), network segments, intranets, and other data communication systems. By using Service Now ticking system I was able to successfully monitor the following systems:

Working knowledge of different network topologies and the application of these network topologies;

Working knowledge of basic principles and terminology used in the network planning, installation and monitoring;

Working knowledge of communication protocols, their terminology and application;

Working knowledge of network monitoring equipment and its usage;

Working knowledge of Office 364 for the email, calendar, Lync functions ect.

USAA Inc. San Antonio TX

12/01/2014 to 03/2016

Helpdesk Analyst

Support includes acting as the single point of contact for phone calls, logging and managing calls from internal staff via

Telephone emails, chat and queries. Providing tier 2 support - troubleshooting of IT related problems from in-house

software to hardware, such as IOS system support for iPhone by assisting user. Experience includes troubleshooting and repair of mobile devices and or tablets, preferably iPhone and iPad, working with Mobile Device Management software such as Apple Profile Manager, Maas360, MobileIron, etc. Strong familiarity and experience testing, configuring, and implementing various mobile solutions into existing Mobile Device Management environment. Support mobile software and configuration updates. Have an in-depth knowledge of various mobile technologies and operating systems (iOS, Android, Windows, Blackberry).

•Research and document mobile app functions, device information, and Mobile Device Management solutions. Apply diagnostic techniques to identify, investigate cause, and resolve support issues from end user’s (device hardware, software, and connectivity issues). Support IT during high severity operational incidents. Via office 365 provided support for all devices and platform, so that teams can collaborate with ease.

•Working knowledge of the web and mobile versions of Office that aloud user to work from anywhere

Accenture Inc. San Antonio TX

06/2014 to 03/16/2015

Service Desk Analyst

Provide helpdesk IT service via a LAN/WAN globally, by quickly analyzing, evaluating, testing of software and hardware problems to provide rapid resolution support for known error with documented solutions. By using Service Now and Remedy ITSM system, this will help us to prioritize and assign outages and report to upper management when and if necessary;

•Train and evaluate the work of subordinate staff;

•Exercise initiative, ingenuity, independent analysis and judgment in solving complex network installation and support problems;

• Establish and maintain effective working relations with customers, vendors and other divisions of Information Services Department;

• Communicate effectively with customers, vendors, Management and Information Services Department staff;

•Familiar with 365 office desktop applications such as Word, Excel, PowerPoint and devices and how they work across platforms.

Pace/ AT&T U-Verse San Antonio TX

04/2014 to 06/20014

Help Desk Technical Support

I provided helpdesk support to all AT&T U-Verse user nationwide by phone, by maintaining the fiber optic network. Assistance included support of end user on a variety of issues, identifies, researches and resolves technical issues, incidents and problems. Respond to telephone calls, and emails and personnel requests for computer, wireless devices set up as well as passwords and login assistance.

Vincero Marketing San Antonio TX

01/16/2014 to 03/2014

Salesman/ Marketing Specialist

We supported the Direct-TV sales operation at Sam’s Club and Best Buy, selling directly to customer face to face, motivating them to make the purchase right on the spot. We did this by using several different sales techniques to get the sale.

Conduit Global San Antonio TX

11/2013 to 1/15/2014

Customer Support

Answer inbound calls related to telephone, fiber optic cable, and internet services. Use appropriate tools and applications to troubleshoot for a first call resolution. Educate customer on self-help repair techniques.

Wells Fargo Document Management (SAVO) San Antonio TX

03/18/2013 to 10/2013

Work Director 2

Duties may include reviewing, prioritizing, and distributing daily work to meet deadlines and goals. Monitoring work in process adjusting as needed. Giving feedback and training to staff, addressing scheduling issues, including absences and tardiness. Giving input to supervisors on staff performance and representing unit at meeting. I provided daily and monthly production numbers via MS-Excel for upper management. Also crossed trained all staff on all our current processes, with a rotation schedule to support the retention of the processes.

Wells Fargo Home Mortgage Eagan MN

11/14/2011 - 3/12/2013

Work Director 2

I was overseeing help desk functions of 20 – 120 employees at a time monitoring call flow, average handle time (AHT), first call resolution (FCR). Managed, coached and directed IT staff of 20 with department goals, priorities, and reviews. Ensures the unit’s work is completed on time and accurately by planning, by coordinating and monitoring the daily activities of the moderately complex work of less senior team members. Duties may include reviewing, prioritizing, and distributing daily work to meet deadlines and goals. Monitoring work in process adjusting as needed. Giving feedback and training to staff, addressing scheduling issues, including absences and tardiness. Giving input to managers on staff performance and representing unit at meetings.

Wells Fargo Home Mortgage Minneapolis MN

05/2009 – 11/13/2011

Help Desk Support (Mortgage Services)

We supported the group that worked on retaining the company current book of business from a help

desk capacity. This included using several data systems: communicate software, MS Outlook, Excel,

Loan Processing System LPS and Early Resolution ER. This enabled me to use various knowledge bases

systems to help existing clients retain and restructure their financial mortgage obligation. Duties were to

assist customers with their mortgage needs. Took inbound and outbound calls from bankruptcy and

foreclosure clients to help them get assistance and monitor their process. As a mortgage consultant with

the company I took mortgage applications from within a call center environment locally and nationwide

Unisys Corp. @ Ameriprise Financial Minneapolis MN

12/2008 – 05/2009

Bridge Facilitator

Functions included the facilitation of technical bridge to monitor and to restore the company web site systems operation as quickly as possible. With the use of several monitoring tools, we ensured little or no system outage. When problems arise, our responsibility was to engage all the software, hardware application teams to resolve problems as soon as possible. By using Service Now ticking system I was able to successfully monitor the following: The operation included communicating to upper management when necessary. Provided help desk functions to in house and off shore personnel from various locations. The job required the use of these programs: Service Now, Remedy incident reporter, EWS/Early Warning System, Gomez network monitoring, Excel and Lotus Notes.

Education

De Vry University Columbus, Ohio

Associate Degree Electronic Technology

Skill Name Skill Level

Active Directory Expert

Cisco AnyConnect support. Expert

Dameware, Bomgar, Remote Desktop Expert

Citrix and RSA soft token Experienced

Office 365 Experienced

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