Software Customer Service

Adrian Martin

Tucson, AZ

****************@*****.*** - 760-***-****

Willing to relocate

Authorized to work in the US for any employer

With five years’ experience with computer systems and adept at resolving complex software, and hardware issues. I am a critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards and company goals. Strong technical knowledge of computer hardware and software by being a committed self-learner, hard-working, and persistent in gaining the knowledge it takes to become a better technician. I have had the privilege of working with individuals with diverse technical backgrounds and experience in resolving complex technical issues and adhering to customer needs in a timely fashion closing over close to 35 to 50 tickets per week.

EDUCATION

Embry-Riddle Aeronautical University Worldwide 2014 to Present

Associate of Science

Community College of the Air Force - Montgomery, AL 2013

Military Experience

Air National Guard 2011-2015

Current Active Secret Clearance until 2017

Certifications

Comptia A+ Information Technology Professional Certification 2013

Comptia Security + Information Technology Professional Certification 2013

Microsoft Certified Information Technology Professional EDST will be received by Dec 31st.

Linux Professional Institute Certification will be acquired within the next 6 months.

TECHNICAL SKILLS

•Operating Systems: Microsoft windows 2000, 2003, 2008, XP, Vista, Windows 7, and Macintosh OSX {till OS Mountain Lion}.

•Networking Services: Routing and Remote Access Configuration, VPN configuration, Remote Desktop Connection, Network protocols such as TCP/IP, Ethernet, DHCP, DNS, troubleshooting network connectivity, routers, switches, and hubs.

•Tools: 4+ years of Active Directory experience, Global Policy Editor, SCCM, 2+ years of VMware 5.5 experience, Remedy, Citrix, LANDesk Manager, Mac OSX Casper Remote technology, Ehelpdesk, Boot camp, Dame ware, Remote desktop management, WebEx, Microsoft Lync 2010, Juniper VPN, Windows backup and restore, Experienced in Outlook 2010, Word 2010, Excel 2010, and PowerPoint applications troubleshooting and configuring.

•Hardware: Dell, Lenovo, HP Desktops and Laptops as well as Macintosh Pro books.

WORK EXPERIENCE

JUNIOR CLIENT SYSTEMS ADMINISTRATOR

Fort Huachuca - Sierra Vista, AZ - August 2015 to Present

Responsibilities

•Supporting and configuring wireless connections

•Installing various software applications via SCCM

•Building and Configuring VMware Desktops as well as performing maintenance and performance checks.

•Maintaining and configuring user account creation and deletion via Active Directory.

•Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.

•Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.

•Design, configure, and test computer hardware, networking software and operating system software.

•Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.

•Plan, coordinate, and implement network security measures to protect data, software, and hardware.

•Perform data backups and disaster recovery operations regularly.

•Configure, monitor, and maintain Symantec virus protection software.

•Confer with users about how to solve existing system problems.

•Worked with personnel and facilities management staff to install, remove, and or relocate user connectivity equipment and devices.

•Implement controls to provide security for operating systems, software, and data.

•Implement and performed preventive maintenance, backup, and recovery procedures.

•Performed installations, maintenance, and upgrades of peripheral equipment.

•Operated, delivered, set up, tested, and provided support for audio visual equipment, and video

•Teleconferencing systems.

Tier 1 Field Service Technician

Defense Contract Audit Agency - San Diego, CA - February 2015 to August 2015

Responsibilities

• Supporting a total of 100+ employees via in the field, call center, and remote desktop access for the Defense Contract Audit Agency.

• Serves as a technical focal point for the installation and configuration of hardware and software on personal computers.

• Served as a focal point in educating individuals on proper usage of desktop, laptop, and personal devices.

• Provides technical assistance to higher level subject matter experts in the areas networking, and usage of commercially developed software.

• Analyzes and recommends hardware/software changes for more efficient use of computer systems.

• Installs configure and tests products and equipment being reviewed.

• Coordinates with system development teams to resolve or find solutions to hardware and/or software malfunctions of systems.

• Advises staff on issues pertaining to hardware and software systems.

• User management such as creating profiles and adjusting registry.

• User management in active directory.

• Performs independent research for complex IT questions using available resources.

• Configuring User Outlook 2010 PST files, and profiles.

IT specialist/Desktop Support Technician

United States Federal Government - San Luis Obispo, CA - September 2012 to August 2014

Responsibilities

• Supporting a total of more than 100+ employees via in the field, call center, and remote desktop access for the state of California for the United States Property and Fiscal Office.

• Develops, modifies, and tests overall system backup and recovery strategies for assigned systems.

• Serves as a technical focal point for the installation and configuration of hardware and software on personal computers.

• Served as a junior systems administrator responsible for planning, coordinating, modifying, implementing, and troubleshooting in order to meet customer needs.

• Served as a technical focal point on multiple operating systems and computer platforms educating individuals on proper usage of desktop, laptop, and personal devices.

• Provides technical assistance and advice to personnel involved in system design, programming, database design, and modifying commercially developed software.

• Analyzes, evaluates, and recommends hardware/software changes to various computer systems.

• Considers factors such as compatibility with standard systems, conversion or implementation costs, and impact on existing equipment. Installs, configures and tests products and equipment being reviewed.

• Analyzes policies, regulations, and system provisions governing standard operating systems and provides assistance and advisory services to users.

• Implements systems software changes, operating system releases and maintains the operational status of systems.

• Coordinates with system developers to resolve solutions to hardware and/or software malfunctions.

• Reviews and implements local policies regarding system access, network rights, and physical access to systems and equipment for IT security purposes.

• Designs and modifies the storage structure and correlation between systems.

• Analyzes system operations to identify inefficiencies and takes action to resolve problems and ensure optimal performance and consistency.

• Troubleshoots problems and implements changes on multiple computer platforms.

• Diagnoses system failures to isolate source of problems between equipment, system software, and application programs.

• Provides solutions by modifying codes, devising fixes, documenting problems and advising responsible party.

• Plans and schedules the installation of new or modified hardware, operating systems, and software applications.

• Directs testing of vendor-provided software.

• Advises staff on issues pertaining to operating systems and hardware status.

• Act as the point of contact for after hour support issues

• Perform independent research for complex IT questions using available information resources and the internet

• User management in active directory like adding, changing and providing permissions to users

• Manage the cleanup process for old computers and users accounts in AD

• Redirect problems to appropriate resource

Help Desk support technician

22nd Century Technologies Inc - Presidio of Monterey, CA - June 2011 to January 2012

Responsibilities

• Achieved the highest levels of productivity, handling over 100 calls per week and averaging 20+ calls daily.

• Earned solid reputation for resolving complex issues and providing exceptional customer service.

• Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to Help Desk staff.

• Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voice mail.

• Leveraged extensive experience in multiple operating environment including mainframe connectivity and security, Windows 7/apple mountain OSX workstation and Unix.

• Escalated issues as needed and maintained communication with customer and Technical teams.

• Extensively utilized Remedy to record and track issues.

• Worked independently on Sundays providing sole support for international operations.

• Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas.

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