Customer Service Software
Resume:
Ted Mitchell
Systems Administrator/Support
Email: ******@*******.***
SKILLS SUMMARY
Network Proficiencies
. Able to install VPN
. Ability to setup routers, switches and firewalls
. Network Management tools
. Setup wireless routers and access points
. Proficient at TCP/IP setup
. Performs data backup and recovery
Software Proficiencies
. Windows XP, Windows 7,Windows 8,Vista,Win2008 Server
. Active Directory
. Exchange Management Console
. Microsoft Office Suite, Visio
. Microsoft Outlook
. Symantec Ghosting and backup and data recovery
. Microsoft Virtual Server
CERTIFICATIONS
. CompTIA A+ Certified Computer Professional
EMPLOYMENT HISTORY
Talbots - Tampa, FL
September 2013 - Present
Technical Support Specialist (Contract)
. Served as point of contact for XStore Pos Technical issues
. Received calls from retails stores with POS issues.
. Troubleshot both hardware and software issues associated POS registers
. Determine network connectivity of registers to router.
. Resolve problems with wireless inventory scanners
. Resolve problem with POS thermal receipt printers
. Resolve issues paperless signature pads
. Troubleshot problem with touch-screen monitors
. Resolve issues with cash drawers
. Troubleshot computer and standard peripherals
. Setup and configuration of Cisco VoIP phones
. Setup of handheld scanners
. Tracked technical issues in Cherwell ticket system
Nielsen Media -Tampa, FL December 2012
- May 2013
Support Associate (Contract)
. Resolve issues by use of detailed database analysis and a higher level
of technical troubleshooting
. Provide complete and accurate information in Call Tracking tool, to
include contact information, issue summary, issue status, next steps
and system configuration
. Troubleshoot external/internal client issues as reported
. Provide timely and accurate feedback to clients. follow up with
clients after their issue has been resolved
. Resolved SQL database errors and connectivity
. Stay informed of all policies and procedures that effect customers
. Provided Excellent customer service skills
. Resolved Oracle database errors and configured ODBC drivers for
database connectivity
JP Morgan Chase Financial - Tampa, FL February 2011-
October 2012
Technical Support Specialist (Contract)
. Provide phone support and trouble ticket tracking
. Troubleshot software errors in financial systems
. Performed software installations
. Provided outstanding customer service in a call center environment
. Troubleshot network connectivity and remote connect issues
. Setup Blackberry and smart phone(iPhones, Androids) mobile devices
University of South Florida- Tampa, FL June 2003 -
December 2010
Desktop Support Specialist
. Provided helpdesk phone support and trouble ticket tracking
. Resolved user's computer problems via remote desktop connection
. Deployed hardware and software to include desktop and laptops,
tablets, printers, and other input, output or telecommunication
devices and turning in excess or outdated equipment
. Provided project support and team coordination for projects
. Setup label and identify computers on VLAN
. Setup both static and dynamic IP addresses
. Performed patch updates to servers and desktop computers
. Setup and configured TCP/IP protocols
. Support planning for equipment deployments and reallocations to
improve systems productivity and recommend changes to users/management
when inefficiencies are identified
. Inform users about new procedures and policies established to increase
hardware and software efficiency and/or changes to the information
technology environment
. Managed user accounts in Active Directory
> Created user accounts
> Created computer accounts
> Managed disabled objects
> Reset passwords for user accounts
> Assigning file folder and group permissions
. Performed ghosting and data backup
. Install, upgrade, test and maintain both McAfee and Symantec anti-
virus
. Troubleshot basic connectivity issues with NIC
. Setup email accounts in Exchange Management Console
. Provided assistance for migration of data and orientation to the
operation of
. Microsoft Windows Operating Systems, Microsoft Office
. Productivity Software and other software applications utilized by end
users
. Setup configured mobile devices including Blackberry, HTC Andriods,
iPhones and Samsung
Eaton Cutler-Hammer Corporation, Oldsmar, FL January
1996 - May 2003
Systems Administrator
. Installed and configured new workstations
. Provided WAN,LAN and Systems Administration
. Assisted in disaster recovery planning and data backups
. Provided information systems security management
. Troubleshot WAN and LAN problems
. Installed, setup and migrated server data
EDUCATION
. Bachelors degree in Computer Information Science - Tampa College,
Tampa, FL
. Associate degree in Electronics Theory - United Electronics Institute,
Tampa, FL
. MBA in Business with focus in technology - Strayer University,
Tampa,FL
MILITARY HISTORY
. United States Air Force - rank E-4
. Honorable discharge
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