Customer Service Active Directory

James Williams

**** *** **** ****: 919-***-****

Raleigh, NC 27617-8412 Email: ************@*****.***

TECHNICAL SKILL

Operating Systems: Windows XP, Windows 7, Windows 98 – 2003, Vista, Linux, UNIX

Hardware: Installing and configuring Power Supplies, RAM, CD/DVD-ROM drives, Processors, Installation and set-up of Cisco Routers, Switches and configurations, Printers, Desktops and laptops

Networking: Active Directory, Sub netting, Scripting, Protocols, LAN/WAN, IP Addresses, Routing, Switching

Software: Microsoft Office Suite – Excel, Word, PowerPoint, Outlook, Project, Cisco Firewall Management

Professional Experience

Kodak Call Center November 2014 - Present

Analyst

Trouble shooting Kodak machines( Kiosks, printers) handling 30 – 40 cases a day inbound outbound calls.

Customer service – order lookup, tracking, rerouting resubmitting.

Printer issues – paper jams, sensor issue, firmware, cabling problems….etc

Kiosks machine – hardware/software install/ uninstall, updates, network connectivity….etc

Updating software uninstalling/ reinstalling software

Outbound/inbound call special projects being proactive with store alarm call backs on material.

Ticketing system(Vantive) documenting case by case

AUR(Advance Unit Replacement Team) Team member handling 100-200 cases per day all call backs

Calling store to return parts also helping them install parts that haven’t been installed yet.

Level 2 Case reviewer/Dispatch

Process Assurance

Gilbarco IT Help Desk July 2014 – July 2014

IT Helpdesk Analyst

Customer Service/Phone support to techs out in the field servicing gas pumps, registering material

Ticketing system documenting cases step by step trouble shooting.

Trouble Shooting Gas pumps, Registers, Hardware/Software ( Installs/upgrades)

Registering pin pads from 1-10 at a time taking up to 20 – 30 calls a day.

Wilco Hess IT Helpdesk June2013 – May2014

Helpdesk Analyst

Customer Service

oInteracted with customers to ensure quality consumer satisfaction by addressing their questions regarding Registers, Credit Pc’s, Back Office Pc’s and all other machinery and technology used to operate the stores. Remote servicing multiple machines at one time multi tasking throughout issues while documenting cases.

Working with Sprint Network Team

oSetting up Vanguard Routers

oSetting up Netgear switches

oUpgrading systems

oHardware and Software(installing)

oMicrosoft office (Windows7)

oOutlook, Word, Excel

oPalm Software

oSoftware/patch upgrades testing speed and performance on updates and outcomes.

Active Directory

oCreating user accounts

oUnlocking passwords/ looking up passwords

Winston Salem State University September 2011-May 2012

IT Help Desk (Intern)

Setting multiple up computer labs ranging from 2-5 labs per week over 30 hardware/software installs per lab/classroom. Installing software on student laptops from Mac’s, Dell, Aser, etc…. Registering outside devices such as cell phones, PS3, Xbox to communicate over the wireless and wired Network.

Troubleshoot network issues wired/wireless

Microsoft Word, Excel, Power point

Uninstalling and Reinstalling Applications

Internet issues

Storing files

SQL Query writing setting up scripts to perform different searches through spread sheets.

Software/patch upgrades

Education

Winston Salem State University

BS Degree in IT Networking and Security May 2013

Campus Involvements

oOmega Psi Phi Fraternity-April 5, 2013

oCommunity Service throughout the campus of Winston Salem,(Campus clean up, giving donations out to shelters, health initiative events, school events at schools around the community.

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