Technical Support Customer

Location:

Posted:

December 05, 2014

Sharod Barge

Clarkston, GA

***********@*****.***

404-***-****

Summary

Talented IT professional with over ten years of technical experience who consistently exhibits a

strong ability to troubleshoot a wide variety of technical issues, all while providing an exceptional

customer experience. I have the ability to verbally communicate with persons inside or outside the

organization while working in a team environment.

Technology Skills

Operating Systems: Microsoft Windows (XP, 7 and 8), Mac OS x

Mobile Computing: Apple iOS, Android, BES

Cloud Storage: DropBox, Google Drive, iCloud

E-Mail Management: Microsoft Outlook, Gmail

Word Processing and Spreadsheets: Microsoft Word and Excel, Google Docs

Remote Access: Citrix, VPN, RDP, LogMeIn, GoToAssist, Bomgar

Professional Experience

Customer Support Analyst

Cox Enterprises Inc. (Feb 2013 – Present) http://www.coxenterprises.com/

• Provide technical support to over 60,000 end users.

• Answer questions and resolve technical issues for end users via phone, email or chat.

• Support end users on the Windows 7/8 and Office 2010 environment, as well as Mac OS x. Other

applications of major use would be Cisco VPN, Active Directory and RSA configurations.

• Provide assistance with setting up profiles on mobile devices on the Android, iOS and BES environments.

Technical Support Analyst

Intelliteach (May 2008 - Feb 2013) http://www.intelliteach.com/

• Supported over four hundred offices on three continents for over 130+ law firms.

• Handled inbound tech support phone calls and emails, while remotely assisting users of various applications.

• Assisted users working in the Windows XP and 7 environments. Applications supported ranged from

Microsoft Office, Citrix, VPNs, document management systems and Active Directory accounts.

• Trained and oversaw new analysts during their training period.

• Achieved an excellent survey on 98% of the 4000+ customer support tickets worked.

Computer Repair Technician

Managing Information Systems (July 1999 – June 2006)

• Repaired and maintained desktop PCs for personal and small business users.

• Completed hardware system upgrades such as adding RAM, swapping hard drives, motherboards and CPUs.

• Reimaged machines using Windows XP and Vista.

• Performed various software upgrades.

• Setup desktops and laptops at small businesses and home offices.