Customer Service Software
Resume:
Daphne, AL *****
****-*****@*******.***
PROFILE SUMMARY
Resourceful IT professional with experience performing system administration, analysis, and customer-facing technical support. Focused on service, support, successful outcomes and customer satisfaction. Team player, fast learner, flexible and patient when working in unfamiliar settings or high tempo environments. Meticulous attention-to-detail, follow-through, multi-tasking and time management, with solid organizational and communication skills to meet emerging business needs and achieve results. Strong educational qualifications, solid experience, proven customer service skills, and a willingness to learn allows me to provide value to any organization from day one.
PROFESSIONAL EXPERIENCE
Austal USA, Mobile, AL
Help Desk II 04/2012- Present
Remote and end-user facing support for endpoint hardware and software installations, configuration, network issues, and break – fix solutions.
Active Directory (AD) account creation and group membership management.
Provide Enterprise Resource Planning (ERP) configuration, account creation and maintenance.
SME for enterprise inventory, asset management, and indirect materials solution; install, configure and troubleshoot endpoints, materials kiosk portals, and handheld scanners.
Mobile Device Management (MDM) account creation, device configuration and troubleshooting.
South Baldwin Regional Medical Center, Foley, AL
Systems Analyst I 03/2009 – 04/2012
Primary point of contact for vendor software and hardware product installation, configuration, and maintenance activities.
Detection and remediation of malicious software utilizing industry tools and methods.
Strong understanding of PACS radiology solutions and ProMed emergency department software.
Analyzed network protocol and node traffic utilizing NetQoS reporting solution.
Install, diagnose, perform preventative maintenance and repair all devices, computers and print solutions, including device build out to custom specification.
Install, configure and update all medical software, in addition to Microsoft OS, Office, antivirus, and VPN solutions.
Maintained, configure, and support campus NEC 2400 PBX phone system.
System and file server maintenance and configuration.
Maintained database, server and reporting backups
Kingsway America/Southern United Fire Insurance, Mobile, AL
Computer Technician 06/2007 – 03/2009
Performed user account maintenance, group policy management, access and permissions.
Built custom solutions to specifications, installed, maintained and repaired all network, computers and printing devices.
Performed diagnostics and preventive maintenance to maintain system compliance.
Installed, configured and updated all systems in addition to Microsoft OS, Office, antivirus, and VPN solutions.
Maintained, configured and backed up system, database and file servers.
Administered Avaya phone system, user accounts and routing vectors.
University of Alabama at Birmingham, Birmingham, AL 03/2005 – 06/2007
Information Systems Specialist I 05/2003 – 09/2004
Built to spec, installed, maintained and repaired all network devices, computers and printing devices.
Installed, configured and updated all systems in addition to Microsoft OS, Office, antivirus, email and VPN solutions.
Monitored and ensured WAN/LAN connectivity.
Maintained daily and weekly backups.
Served as department liaison between UAB and Jefferson County.
Jack Henry & Associates, Birmingham, AL 09/2004 – 03/2005
Application Analyst I
Provided onsite installation, configuration and training to customers of proprietary teller banking software.
Customer service and support; analyzed customer needs and made recommendations for software, settings and upgrades based on requirements.
University of Alabama at Birmingham, Birmingham, AL 01/2001 – 05/2003
Computer Technician/Helpdesk
Built to spec, installed, maintained and repaired all network devices, computers and printing devices.
Installed, configured and updated all systems in addition to Microsoft OS, Office, antivirus, email and VPN solutions.
EDUCATION AND TRAINING
Western Governors University, Salt Lake, UT
Bachelor of Science in Business Management, 2010
Virginia College of Birmingham, Birmingham, AL
Occupational Associates Degree, Computer Network emphasis 2000
Industry Certifications: A+, MCP, MCP+I, CAN, ITIL Foundations
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