Customer Service Software

deshaun safford

**** ****** ***** ****., ***. ***, Atlanta, GA 30340

256-***-**** ( *******************@*****.***

SUMMARY

Seeking a position in network engineering where my dedication, meeting

goals, creativity and the ability to follow through can be utilize for the

better growth and profit of the company. Diplomatic and patient with all

types of individuals and organizational levels.

CERTIFICATION

Network +

EDUCATION

MBA Technology Management - Walden University, Minneapolis, MN (9/2007-

12/2009)

TECHNICAL EXPERIENCE

CribMaster, Incorporated, Marietta, GA (6/2013- Present)

Product Support Engineer II

Fielding technical support calls, working with sales to define technical

requirements, creating custom reports, setting up databases for

installations, and coordinating customer installations.

. Troubleshoot, test, implement and support the company's software for

internal and external (customer) purposes.

. Ensure the performance and reliability of application systems by

monitoring these systems for high availability, load balancing, and

satisfactory response time and working with other information

technology professional to resolve performance issues.

. Troubleshoot and resolve complex technical problems with application

systems to include application configurations, security

configurations, database, and server problems.

. Work with Development testing the CribMaster software, reporting

enhancements and bugs.

. Experience with Salesforce.com application.

Focus Brands, Incorporated, Atlanta, GA (1/2013- 6/2013)

IT Helpdesk Specialist

Responsible for ghost imaging, configuring, and deployment of Windows 7

laptops, desktops, and MAC computers- including hardware issues, software

issues, network issues, Active Directory maintenance and PC setup on

domain. Responsible for performing virus fixes, back up users files and

restoring new image. Utilized Windows Active Directory to manage user

accounts, group mailboxes, and mail lists.

. Submitted solutions to issues in knowledge base for internal/external

documentation.

. Managed all Dell laptops and Desktops, and servers.

. Supported local and remote users.

. Devised step by step instructions as to how to resolve end-user

issues.

. Experience with Spiceworks.com application.

Carestream Dental Systems, LLC, Atlanta, GA (6/2009-12/2013)

Escalation Database Specialist

Troubleshot and setup OS programs such as: Windows XP (Home Edition,

Professional, Ultimate), Windows 7 (32 and 64 bit), Vista (32 bit).

Configure setup standards for software such as Microsoft Office suite.

Setup email accounts and map printers. Confirm IP Addresses using the ping

method. Build and setup VMware. Install SQL Server 2005 and run queries

inside the SQL software. Verify domain users to local administrator groups.

Implemented a system that now allows management to track all support

request tickets open more than 15-30 days. Research various technical

issues while exemplifying excellent customer service skills: Clear and

concise communication to end users, along with following up on reoccurring

issues.

. Provided remote and onsite support for software and hardware related

issues via Bomgar.

. Communicated with management to arrange implementations,

upgrades/migrations, and basic maintenance for MS Access and SQL

databases.

. Trained new hires with training materials on company protocols.

. Submitted solutions to issues in knowledge base for internal/external

documentation.

. Solved 3D imaging application issues for extra-oral and intra-oral x-

ray imaging machines.

. Installed, configured, tested, and maintained software for Field

Service Engineers and trainers.

. Managed and deployed delivery, installation, and upgrades to software

applications.

. Trained and assisted clients with the use of their equipment and how

to properly maintain their office network, servers, workstations, and

data.

Air Quality Sciences, LLC, Atlanta, GA (5/2006-6/2009)

Support Technician

. Investigated technical and user issues, developed effective solutions

to contract support services or manufacturers.

. Effectively managed customer expectations through timely communication

and immediate call-back actions.

. Provided technical advice and assistance concerning data communication

equipment and data transmission.

. Documented customer contact via verbal and written reports as well as

ensured tracking and resolution of customer complaints followed by

team notifications of action taken, follow-ups and proposal status via

e-mail. [pic]

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