Customer Service Microsoft Office
Resume:
Bobby J. Tatum
Anna TX *****
*********@*****.***
Objective
To pursue a career in Customer Support, Networking or Administration Security, with a growing organization, that will allow utilization of my interests and experience in communications, computers, and working with people. I enjoy new and innovative challenges and seek opportunities to acquire and develop new skills.
Certifications:
-Comp TIA A+, MCP2000, MCSA, Microsoft MCSE
Windows 2000 Professional and Advanced Server (70-210 &70-215) Windows 2000 Network Infrastructure (70-216)
Education
Southern Methodist University School of Engineering and Advanced Technology - July 2002 Dallas, TX
• Completed Comp TIA A+
• Completed Microsoft MCSE 2000 training and certification
• Configured Windows 2000 advanced server, Implemented DNS, DHCP, WINS, TCP/IP subnetting
Experience
Ranstad - (Baylor Scott & White) February 2015 - Present HELP DESK ANALYST I
Under general supervision, provides customer service support, via the telephone, to solve computer software questions and problems. Diagnoses, troubleshoots, and evaluates Tier 1 calls appropriately. Identifies complex problems and knows when to escalate to the next appropriate Tier. This position is 100% telephone support. Receives all incoming calls and resolves routine problems, including computer software troubleshooting, MS Office, network printers, Outlook, and password access. Logs all problem calls that need additional assistance and forwards them to the appropriate department. Keeps customer informed on progress of problem resolution. Responds to customer questions and problems in a timely and appropriate manner. Compiles monthly statistical reports. Daybreak Venture LLP (February 2014-February 2015) Tier 1 Helpdesk Analyst
Full use Active directory and Microsoft exchange to reset password and create users. Microsoft office troubleshooting, Hardware troubleshooting, Software troubleshooting, Networking troubleshooting, Installs, configures and troubleshoots PC software
Installs hardware and peripheral components such as monitors, keyboards, printers. Monitoring status of facility internet and phone activity, Printer support, Answering phones and responding to emails for support, Dealing with executive corporate employees on computer issues, After hours support occasionally, Contacting ISPs to work with issues. Use of Bomgar remote tool to remote to users to resolve computer issues. Dispatching vendor technicians to resolve issues if needed. Compucom Corporation
Help Desk Agent (December 2012-Feb 2014)
Provide support for clients Cliffs Natural Resource Company and EP Energy. Which Consists of Tier 1 technical phone support for Microsoft outlook problems, printing issues, Internet Explorer, Microsoft Office any issues with desktops or laptops, use of remote tools such as LOG ME IN and, Dameware to install software and resolve any issues. Use of Active Directory to reset passwords unlock accounts .
Compound Profit
Administrative support (August 2011- Nov 2012)
-Support CProfit Franchise Owners
-Assist franchise Owners on closing deals.
-Provide support for Tools/Marketing
-Assist on Equipment Leasing deals
-Monitor Deals between Franchise Owners and Funders to help resolve any issues.
-Technical Support
CSC (Computer Sciences Corporation)
Help Desk Agent (March 2011-August 2011)
• Provide support for leveraged clients such as General Dynamics, CSC Internal, DHS (Department Homeland security), NPOWER. Which consists of use of Active Directory to setup new accounts and domain password resets, logging into server to give users access to share drives, setting permissions on folders, use of ACE server admin to reset pin for RSA tokens
(two-factor-Authentication), setup users, resetting passwords for BPOS email accounts. Use of remote desktop to remote into end users to help resolve any issues.
EDS an Hewlett Packard Company Plano, TX
Infrastructure Analyst HP RSA Security Ace Server Management Role
(Jan. 2000-Dec. 2010)
• Supported the end user clients, responsible for Creating users, deleting and resetting pins for RSA users.
• Provided support for upgrades and client-defined projects
• Responsible for managing and manipulating SSL certificates as dictated by the needs of customers.
• Responsible for shipping, RSA / PCI Secure tokens. Experience with Web Express, Web Admin and Remote Admin in RSA Platform.
• Responsible for Troubleshooting / manipulating RSA / PCI Secure tokens
• Attend problem management meetings and help troubleshoot problems that may arise with end users.
Infrastructure Associate/Firewall-IDS Monitoring (May 2003-January 2008)
• Log all client requests for firewall access in the peregrine system, perform technical troubleshooting:
• Logged onto the firewall management station to check system status, including logging onto Review firewall logs to see if traffic is reaching, passing, or being dropped at the firewall.
• Dispatch or escalate unresolved calls to Managed Firewall services team
• Initiate resolution and escalation procedures as required and updated company database software “Firewall Security Management Tool”.
• Provided first level firewall Client Care services which involved managing, escalating, providing customer support for 800 plus firewalls, internal and external
• Provided 24-7 monitoring of network and host based IDS sensors and performed initial alert investigation if actual security incident exist or has been breached.
• Ensure incidents are documented in company database and provide turnover alert to the CIRT team.
Help Desk Analyst (August 2000-May 2003)
• As a team provide network support to EDS personnel, field agents, contractors and vendors.
• Provide support via phone, email, and remote desktop for problem recognition, research, isolation, resolution, and follow-up steps
• Troubleshoot LAN connectivity issues and RAS (Remote Access) connectivity issues. Troubleshoot firewall and Internet browser issues. The EDS Intranet is also supported by this helpdesk.
• Responsible for ensuring proper functioning of VPN (Virtual Private Network).
• Provided customer support for more than 10,000 EDS registered users. Ensured any problems were fixed and help troubleshoot any problems EDS employees may encounter. VPN support includes connectivity to EDS resources across different environments, i.e. LAN, home office, hotel, airport, etc…
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