Support Service
Resume:
Xongla Panyanouvong
**** ********** ***** ****** ****-Present Hewlett Packard
Technical Consultant Alpharetta, GA
Alpharetta, GA 30004
Provide technical support for mission critical customers.
Properly diagnose issue to resolve and or assign, elevate to the appropriate team.
******@*******.***
Support environment pertaining to HP proliant servers, blade servers, virtual connect.
US Citizen Coordinate onsite service schedule with customers and processes field service requests.
Support internal and external customers within the entitlement.
Engage team members for support as required ensuring internal or external business and end
Objective: Seeking a challenging position with users/clients Service Level Agreements (SLA) demands are met.
growth in a dynamic environment. Offering over January 2012– August 2012 GXS
10 years of experience in customer support, Implementation Specialist (Contractor) Alpharetta, GA
Perform client configuration discovery.
help desk, desktop, network, project support.
Plan for the client’s configuration including communications protocols such as PGP, SSL, SFTP,
HTTPS and AS2, in the target system.
Strengths: Multi-task oriented, diligent,
Perform system provisioning and training in the target system.
organize, patient, motivating, results-oriented, Review target’s system transmission and requirements.
customer-oriented, and analytical. Broker end-to-end testing.
Coordinate go-live activities/Monitor/troubleshoot post go-live transmissions.
Skills: Windows 2003, 2008,7,Vista, XP, November 2009–December 2011 McKesson
2000,NT, 98,95,MSDOS, Office 2007, XP, Product Support Representative (Contractor) Alpharetta, GA
2000,97,Front Page 2000,Outlook,Lotus Provide technical phone support for healthcare customers nation-wide.
Achieve customer support and first call technical support resolution.
Notes, McAfee, Symantec Ghost, Win Fax,
Accurately document and log issues in Unicenter call ticketing system.
VPN client, VNC, Call Pilot, OTM, VERITAS
Escalate tickets to proper assignment groups in a timely manner.
Backup Exec, Dell, IBM, Toshiba, Compaq, HP
Train new hires and process new hires account access.
& printers, Nextel, Palm Pilots, Blackberry, November 2008–November 2009 Luxury Auto Imports
Proliant Servers, Blade Servers, Virtual IT Support/Assistant (Part-Time) Alpharetta, GA
Connect and limited knowledge in HTML, Design and maintain company’s website.
PASCAL, C++, COBOL, SQL, Oracle, FTPS, Update inventory ads in various websites in regards to price and description.
SFTP, FTP/PGP, AS2, HTTPS. Support computer, phone, Internet and sales application program.
May 2008 – November 2008 VSoft
Application Support Analyst Duluth, GA
Certifications: Completed Oracle 9i course
Assist 300+ external customers with proprietary application support.
OCA & OCP- pursuing (Advanced Technology
Work with SQL and Oracle to accomplish support tasks.
Group-2007), Access Level 2 (New Horizon-
Consult with various resolution teams such as development, QA, PM and implementation.
2006), Certified Internet Webmaster (Techtrain Provide documentation for training knowledge base.
at Oglethorpe University-2000), MCSE Assist manager in assessing a new help desk management solution.
4.0(Advanced Technology Group-2000), PC Log support calls within a help desk-ticketing database.
Troubleshooting & Advanced Troubleshooting January 2007– May 2008 Euro RSCG 4D Impact
(National Association– 2000), Data Senior IT Help Desk Support Norcross, GA
Telecommunications (DeVry-1998). Manage, support and mentor department.
Provide hands-on PC, printer, network, and VOIP support.
Procure and analyze costs for computers and computer-related equipment and software.
Education: University of Memphis, BA
Assist SQL developers in regards to light SQL server administration.
Management Information Systems, 1992-1996.
Solely support over 60 end-users.
IT liaison for all technical vendors.
January 2001–April 2006 Centex Homes
IT Support Engineer Alpharetta, GA
Provide hands-on PC, printer and network support for internal users and remote offices.
Solely support 200 end-users at the division for 3 years.
Develop and support a help desk ticketing system in Access.
Coordinate office move within 1 month to combine 2 office divisions.
Participate in roll-outs and projects in conjunction with corporate IT.
Document training, installation and support procedures.
Mentor and train new hires and serve as team lead.
January 1999– August 2000 Siemens Energy & Automation
Support Analyst II Alpharetta, GA
Provide hands-on PC & printer support.
Analyze, research and resolve tier II issues within service level agreement.
Image laptops and desktops.
Resolve the highest number of tickets at or above 90%.
Document training, installation and support procedures.
Train and mentor new hires and interns.
Contact this candidate