Technical Support Manager

TENLEY B HOUGH

443-***-**** ******.*****@*****.*** www.linkedin.com/in/tenleyhough November 2015

IT APPLICATION AND HARDWARE SUPPORT ANALYST

IT support analyst and supervisor with over 7 years of experience in the technical support field. Owns a master’s degree in Applied Information Technology with a certificate in networking. Offers a comprehensive background in setup and troubleshooting software and hardware as well as managing, mentoring, and training less experienced colleagues. PROFESSIONAL EXPERIENCE

LOEWS HOTELS, ORLANDO, FL

Application Analyst September 2015 – October 2015

• 6 week contract to fill a temporary staffing need

• On-site in person and phone troubleshooting/support for employees of the Universal Orlando resort hotels

• Troubleshoot Citrix virtual desktops, Micros POS terminals, Samsung smart TVs, and user account issues with Active Directory, Opera, and HotSOS among others

• Setup computer infrastructure for new employees and special events TEKSYSTEMS, CATONSVILLE, MD

Exelon Queue Manager May 2015 – August 2015

• Assisted Tier 2 agents with questions regarding their tickets in HP Service Manager

• Managed requests for remote network access via Cisco AnyConnect VPN and Citrix, assigning and sending RSA two factor authentication tokens

• Managed existing and wrote new knowledge base articles

• Continued Tier 2 duties

Exelon Tier 2 Technical Support Agent February 2014 – May 2015

• Provided second level, in depth phone and email support to Exelon offices, power plants, wind farms, and field personnel nationwide

• Troubleshot programs, ran scripts, controlled and updated user rights, tracked large scale trending issues

• Determined the proper application team for higher level troubleshooting or to on-site support for issues needing hands-on attention

• Provided feedback and coaching to tier 1 agents on proper troubleshooting procedures and personal performance

• Fielded an average of 30 calls a day, handled about 1100 tickets a month Exelon Tier 1 Technical Support Agent March 2013 – February 2014

• Provided software technical support via phone and email for employees and contractors of Exelon

• Walked clients through troubleshooting issues via LANDesk remote desktop connection

• Common troubleshooting involved software such as Windows and Microsoft Office, Symantec, and a variety of proprietary programs, Microsoft Exchange, Active Directory, network connection issues- both wired and wireless, applications on iOS, Windows, Android, and Blackberry mobile devices, and account access issues- both on the local computer and remote access

• Fielded an average of 70 calls a day

CONCENTRIX (formerly E4E), Hunt Valley, MD

Eye-Fi Tier 2 Technical Support Agent October 2011 – February 2013

• Supervised and managed ten Tier 1 agents. Trained new hires on software and hardware for Eye-Fi Wi-Fi enabled SD cards with an emphasis on support techniques focused on the customer/end user

• Relayed newly discovered hardware and software issues to the client as reported by customers

• Wrote and developed support documents including internal training plans and technical knowledge base articles

• Provided more advanced troubleshooting and log analysis on escalated tickets Strategic Accounts Tier 1 Technical Support Agent April 2008 – October 2011 Provided phone and email technical support for 12 diverse clients including both hardware and software TENLEY B HOUGH

443-***-**** ******.*****@*****.*** www.linkedin.com/in/tenleyhough November 2015 Instructor, Microsoft Office, ANNE ARUNDEL COMMUNITY COLLEGE, Hanover, MD March 2008 – May 2010 EDUCATION & CERTIFICATIONS

TOWSON UNIVERSITY, Towson, MD

• Master of Science in Applied Information Technology with a Certificate in Networking 2015

• Bachelor of Science in Elementary Education, Cum Laude 2005 A+ Certified IT Technician

TECHNICAL SKILLS

Proficient in: Multiple CRMs (ie ZenDesk, RightNow, & HP Service Manager), iOS, Android, Networking, all versions of Windows including 8.1 and 10

Experience in: Web Design, HTML, OS X, General Computer Hardware, C++, Windows Mobile, SQL AWARDS

• Tier 2 Analyst of the Month (December 2014 & February 2015) Award for outstanding performance while resolving the highest number of tickets during the month

• Top Team Performer (June 2011 & July 2011)

Handled most support cases with high quality and customer satisfaction

• Unsung Hero Award (February 2011)

Award for overall exemplary performance

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