Customer Service Technical Support

Jay Dolcine

www.linkedin.com/in/jdolcine** ********@*****.*** 5105 Walden Brook Dr. Lithonia, GA 30038 973-***-****

IT Technical Support Analyst

Highly-energetic and dedicated professional technician who supports and enhances IT initiatives by contributing to team

efforts. Proficient in installation, testing, repairing, and other integrations. Detail-oriented and analytical when completing

time sensitive tasks. Helped manages projects to ensure total satisfaction, also completing multiple tasks under pressure to

meet deadlines independently. Demonstrate professionalism and tact when communicating with internal and external

individuals. Customer oriented problem solver with an ability to adapt to new situations. Meeting all requirements

expected for an effective internal business. Result-driven with the proven ability to manage day-to-day business

operations with minimal supervision.

Skills

• • •

Technical Support Hardware Setup and Maintenance Cisco VPN/AnyConnect

• • •

Microsoft Windows Microsoft Office Suite Bomgar

• • •

Windows Server 2008 Outlook/OWA Linux/Unix

• • •

Active Directory Lotus Notes/Sametime VMWare

• • •

Citrix Software HP Service Manager Avaya Technologies

Employment

Horizon Blue Cross Blue Shield of New Jersey

IT Technical Support Analyst Newark, NJ 2012-2014

• Create, research, document, and resolve tickets in a call center environment

• Excellent ability to work under minimal supervision

• Create and update knowledge base articles

• Excellent IT customer support through telephone, email, and IM (high volume calls)

• Excellent Level 1 and Level 2 troubleshooting techniques, resolving technical network issues/rebooting VM

problems for customers using VMware, databases via desktop using approved tools (internal and external)

applications, resources, Avaya telephone systems, and potential fixes.

• Modified Windows user accounts via Active Directory and Group Policy

• Proficient with FTP/SFTP

• Excellent Troubleshooting/fixing issues with Lotus Notes, SharePoint, MS Lync, MS Outlook, web- applications,

Windows 8 tablets, Blackberry devices, MS Office, Windows and Mac OS, and printer problems (HP/ Xerox) for

customers

• Proficient with RSA Token Authorization

WFS Services

Night Operator Secaucus, NJ 2010-2012

• Load/Back-Up Network Tapes for Client Hospital Files

• Print Large Batch of Letters for clients in Mail Room

• Proficient Installing Windows Operating Systems on customers PC’s

• Proficient in removing viruses from customers PC’s

• Excellent Troubleshooting/fixing technical issues for PC’s/Printer maintenance

• Excellent IT Customer Support through telephone and email

Dolce

Basking Ridge, NJ 2009-2010

Guest Services Security

• Provide Hotel Security

• Bell Boy Responsibilities

• Excellent Customer Service

• Drive customers to locations near the hotel

• Help assist Aid in Lost and Found

Education

Achieved Bachelor of Science in Network and Communications Management

DeVry University North Brunswick, NJ October 2009

Coursework Summary: Business, Critical Thinking & Problem Solving, PC Configuration, Network Operating Systems,

IP Addressing, TCP/IP, Linux/Unix, Technical Writing, Java Scripting, Cisco Routing/Switching, and LAN & WAN

Topologies.

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