Customer Service Support

TONY SMITH

**** ******* ***** ** ( ATLANTA, GA 30311

678-***-**** ( ********@*******.***

OBJECTIVE To support an IT organization as an experienced

Technician with demonstrated

success in incident resolution, and proficiency in

hardware/application troubleshooting.

PROFESSIONAL EXPERIENCE

Desktop Analyst Apex

Systems Atlanta, GA. (2013 to 2014)

SunTrust STRH (contract) Provides support to troubleshoot

desktop issues and network conflicts. Performs advanced tier

support

of Windows 7 workstations and laptops and all supported

applications. Experience supporting MS Office 2007 - 2010,

Outlook, and Win XP & 7 OS's and investment related

applications (Bloomberg, Thomson Reuters, Wall Street Sys.

Etc).

. Windows 7 migration specialist responsible for planning,

implementations and post deployment issue resolution

. Exemplary customer service and time management skills, in

addition to expert knowledge of desktop/laptop hardware

Service Analyst AT-Tech

Atlanta, GA. (2012 to 2013)

QBE First Corp (contract) The Specialist is responsible for

second level (Tier 2) support. Under minimal supervision,

provides hardware, software and network incident resolution to

enterprise clients by performing problem diagnosis, resolution,

or escalation

of incidents in a complex call center environment.

. Created and administered user accounts (Active Directory)

for the network and various production applications

. Conducted Microsoft Outlook maintenance on client

desktops consisting of Windows XP, and Windows 7 systems

Technical Specialist GA Gulf Corp.

Atlanta, GA. (2006 to 2011)

Information Services Provides complete technical support on

all IT computing assets for the Corporate Headquarters.

Manages

and administers IT for the Corporate office inclusive of WinXP

and Win7 clients. Addresses service requests and provides

issue resolution to CEO/Senior VP and associated Executive

Staff. Manages server backup, and authored technical

documentation.

. Experienced in building role based, and universal (UIU)

images using Symantec's Ghost

. Co-designed and introduced WLAN access to the Corporate

facility using Cisco architecture

Solutions Analyst PCHS Inc.

Atlanta, GA. (2005 to 2006)

Gwinnett Medical Center (contract) Client Resources

Specialist responsible for Tier Two support for Health

Information

Services, and IT Support to all Hospital Departments,

Physicians, and remote affiliates. Responsible for providing

Tier 2

support for the resolution of reported problems within the GHS

Campus and satellite facilities.

. Issue Resolution at 70% closure rate at first contact, 90% of

inbound calls facilitated in 3 minutes

. Documents all client contact in the Problem Management System

(Track-IT) in compliance with HIPPA

Lab Coordinator PCHS Inc.

Atlanta, GA. (2005 to 2005)

Scientific Games Inc (contract) Manages client-support services and

daily operations of the IT Computer Lab. Responsible for maintaining RIS

servers security, including backups of all images and software.

Validates hardware and software for damages/defects, troubleshoots

problems and arranges for appropriate maintenance or replacement.

. Responsibilities include software/hardware distribution, lab

security, and image creation and development

. Provides technical assistance and training to users; assists

with system configuration, problem diagnosis

Network / Systems Analyst PCHS Inc.

Atlanta, GA. (2004 to 2005)

Southern Regional Medial Center (contract) System

Administrator responsible for network / desktop support in a

Novell environment. Performed LAN monitoring using a variety

of management tools including Linux console management and

Netware utilities. Maintained LAN/WAN hardware including

routers, switches, firewalls, servers, network nodes, and

wiring.

. Resolved level 2 issues related to user accounts, full range

of MS Office Suite, Outlook, and other applications

. Diagnosed and repaired a variety of HP and Lexmark laser

printers

EDUCATION SOUTHERN POLYTECHNIC INSTITUTE

BSMET

Bachelor of Mechanical Engineering Technology

MILITARY UNITED STATES NAVY

LTJG

Lieutenant Junior Grade, Aviation

Honorable Discharge

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