Software Support
Resume:
Lamin Sanneh
Atlanta, GA **340
Email: *******@*******.***
*************@*****.***
OBJECTIVE: To obtain a Customer Support Analyst/Desktop Support
Analyst/Help Desk position.
PERSONAL EXPERIENCE: Over ten years of employment experience in the
computer industry/information technology with an emphasis on customer
support, desktop support, help desk, software and hardware troubleshooting,
network monitoring and troubleshooting, telephony, data backup and recovery
and communication skills.
EXPERIENCE:
9/2000 - 7/2014
Managed Business Solutions/Hewlett Packard, Atlanta, GA
Media Handler
Responsibilities included: Monitoring the daily backups
using HP Omni Back, MPE, mounting tapes and scanning tapes
into the database.
Assign tasks to other team members
Resolve trouble tickets
Submit daily report
02/201*-**-****
Technical Support Level 1
Randstad/Dexis, Alpharetta, GA
-
Troubleshoot basic and advanced software/hardware issues
with customers via phone.
Determine warranty replacement needs based on technical
troubleshooting.
Answer technical software/hardware application, sales and
marketing questions from DEXIS web site and/or e-mail.
Respond to questions generated by sales reps, end users,
and potential buyers.
Other assigned duties as requested.
Troubleshoot and administered knowledge of Windows
2000/XP, hardware peripherals, databases and networks.
3/2012-08/2012
Technical Coordinator
Microtek, Atlanta, GA
Assist the Technical Support Specialist in image creation
and deployment using Ghost, equipment inventory and repair
of broken hardware.
Assist the Facility Coordinator in preparing the
classrooms, inventory office, food and beverage supplies
and order supplies.
Act as the central point of information for students and
instructors.
2/2005- 09/2011
Support Engineer
Adtech Global Solutions, Alpharetta, GA
Answer incoming support calls, troubleshoot and resolve
support issues, complete special projects as assigned,
monitor proprietary software and hardware, provide email
support, reset passwords and resolve connectivity issues.
Monitor and troubleshoot The Weather Channel desktop,
internet and mobile products (desktop weather, weather
gold, notify and mobile weather products)
Monitor and troubleshoot Signal Mountain's propriety
software and hardware (satellite internet, fixed and mobile
satellite software and hardware, point of sale equipment,
networks, onsite installation of satellite equipment)
Troubleshoot and support Carl Zeiss Axiovision imaging
software (software, cameras, and microscopes)
Troubleshoot computer hardware failure (hard drives,
motherboard, video, etc)
Use Go to Assist (Remote Desktop) to remotely connect to a
customer's computer to troubleshoot and resolve issues.
Install and configure dialogic and ailogix telephony cards
Install and configure TDM (time-division multiplexing) and
QM (quality monitoring) systems
Troubleshoot hardware (telephony cards) and software
applications
Troubleshoot telephony issues (i.e. non recording, quality
of recording, playback, etc.) in TDM, QM, and VOIP
environments
Maintained a customer satisfaction level of 6.9 out of a
possible 7 based on customer survey responses
Attained and maintained a 90% SLA compliance on support
tickets
8/2004- 12/2004
Desktop Support Analyst
Spherion Technology/Autotrader.com
Responsibilities include imaging laptop and desktop
computers using GHOST software, setting up and configuring
desktop computers, printers and other peripherals, and
troubleshoot hardware and software issues for internal and
external employees.
Provide phone support to employees as well as use PC
ANYWHERE to remotely access and fix software issues.
12/2000 - 8/2004
Best Software, Norcross, GA
Customer Support Analyst II/Technical Support Level II
Responsibilities included: Provide phone support to Best
Software (formerly Peachtree Software) customers in these
key areas: installation, hardware and software
troubleshooting, user account creation, troubleshoot
accounting software packages (AR, AP, Payroll, inventory,
fixed assets, designing custom forms and reports, crystal
reports for Peachtree), troubleshoot
windows95/98/2000/NT/XP, printers and Handle 30 - 35
incoming calls per day. Provide support to Best Software
customers via email. Also support the renowned contact
management software called ACT and Act link for Peachtree.
EDUCATION 5/2000
BSBA Degree
University of Alabama - Huntsville, AL
Major in Management Information Systems.
11/2001
Completed the five classes towards the Oracle 8i Certified Database
Administrator
Completed coursework in two MCSE classes namely Networking Essentials and
Supporting Windows 98.
6/94
Associate Degree
Abraham Baldwin Agricultural College, Tifton, GA
Major in Agronomy.
REFERENCES
J. Virden: Adtech Global Solutions (Support Manager)
Phone Number: 770-***-****
Mac King: Adtech Global Solutions (Professional Services
Manager)
Phone Number: 678-***-****
Shake Washer: Microtek (Facility Coordinator)
Phone Number: 770-***-**** x501
Emmanuel Badeau: Microtek (Technical Support Specialist)
Phone Number: 770-***-**** x503
Matt Lybarger: Insight Global Site 6 Team Lead
Phone Number: 770-***-****
Contact this candidate