Customer Service Technical Support

Jacqueline A. Davis

**** **** **** ***** *******, Illinois 60649

312. 730.7206 **************@*****.***

S U M M A R Y

Service-oriented, hands-on Technical Support with excellent communication and leadership skills. Strong track record of responsive and respectful service, cost-conscious service-level maintenance, and empowering IT team leadership. Proven ability to understand an organization's critical support requirements, identify deficiencies and opportunities, and develop innovative solutions for increasing IT reliability. Broad understanding of networking, hardware and software, installation, configuration, maintenance, troubleshooting, and support. EXPERIENCE

STRATA MARKETING INC, Chicago, Illinois 01/2015-09/2015 Product Support Specialist

• Work with development to implement and maintain system products and configurations and make recommendations to ensure that systems are implemented according to best practice.

• Communicate with development teams for resolution and maintain feedback loop to drive continual innovation.

• Install and troubleshoot Citrix Receiver for external users.

• Ability to support users in an environment using remote desktop and Citrix XenApps.

• Gather all of the relevant business and technical requirements to develop the appropriate solution.

• Responds to escalated marketing product phone calls and emails.

• Excellent customer relationship management skills.

• Ability to work both independently and in teams.

• Ability to manage multiple task of varying priorities and function well in a fast-paced environment. COYOTE LOGISTICS, Chicago, Illinois 07/2012-12/2014 Service Desk Analyst

• Responsible for prompt resolutions of all incidents brought to the attention of the Service Desk that notifies senior management of non-routine problems or issues.

• Provide level I & II Help Desk support for end-users using Microsoft Office 365.

• Develop service level objective and supervise the team to ensure objectives are achieved or exceeded. Develop company standards for workstations and computer peripherals.

• Monitor service calls to make certain proper procedures and policies are followed, ensuring that quality support is provided and customer satisfaction is achieved.

• Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc.

• Lead and support in-house software rollouts and enterprise desktop applications and hardware refreshes and similar projects.

• Supervise team and provide leadership, training, mentoring, coaching, and direction.

• Enter and report technical problems, causes and solutions within our Service Desk Plus ticket management tool.

• Troubleshoot issues as 2nd/3rd level support for problem recognition, research, isolation, resolution and follow- up for desktop (both hardware and software) and enterprise applications local/networking printing, email connectivity, remote, access and hardware issues.

• Knowledgeable of Microsoft System Center Configuration Manager (SCCM).

• Working knowledge of SQL

• Knowledge of Active Directory 2008 R2/2013 and Group Policy Management.

• Basic understanding of enterprise networking and related technologies (LAN/WAN, DHCP, DNS)

• Knowledge of CRM (Salesforce).

Jacqueline A. Davis, Page2

ABRAHAM LINCOLN CENTRE, Chicago, Illinois 07/2011-7/2012 Sr. Technical Support Specialist

• Provide functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, and remote systems.

• Prepare and oversee formal and informal training and instruction to users regarding use of unit hardware and creates and maintains user manuals and handbooks as appropriate.

• Maintain Sonic Firewall and Symantec End Point.

• Install and support VMWare, VCloud programs, Citrix XenDesktop, Citrix XenApps, Windows Server 2003, 2008, and Exchange 2003

• Responsible for Windows 7 imaging and deployment, system administration and desktop support.

• Work with desktop support team to provide software and hardware training requests.

• Support hardware & software Mac and Pc email

PROFESSIONAL SYSTEMS INCORPORATED, Riverdale, Illinois 11/2010-07/2011 IT Technician

• Responsibilities included overseeing operations, personnel, quality assurance, and customer service.

• Provided daily troubleshooting, installing, repairing, and configuring desktops, laptops, printers, scanners, and fax machines.

• Administered Microsoft Exchange 2003 and 2007.

• Additional responsibilities include planning and implementing additions, deletions and major modifications to the supporting company-wide infrastructure in coordination with corporate leadership. Also responsible for anticipating future network needs and identifying solutions proactively to satisfy business needs.

• Planned and coordinated numerous time-critical projects; successfully created and implemented process improvements to optimize operations.

DIAMONDS IN THE RUFF CHILDREN'S SOCIETY, Chicago, Illinois 2005-2010 Network Administrator

• Network Engineer responsible for system configuration, communications, and installation of hardware, operating systems, and software applications.

• Administer Microsoft Servers (Active Directory), Microsoft Workstations, and network security devices for 150 users.

• Trained customers and managers on system capabilities and usage.

• Performed hands-on administration, monitoring, and troubleshooting of Local Area network (LAN), resulting in optimum performance and minimum downtown.

• Recommended and implemented network wide security management solution, including Firewall policies and configuration, router access-list, and agent based network monitoring.

• Responsible for hardware and software applications for workstation, servers. Collaborated with executive management and department leaders to assess network capacity needs. ONSHORE NETWORKS, LLC, Chicago, Illinois 2000-2005 ISP Help Desk Support Manager

• Created users manuals and provided technical support for new employees.

• Formed and staffed a centralized help desk for coordination of support services throughout the organization to increase the efficiency and effectiveness of the department.

• Responsible for e-mail system and internet Information Server, meeting employee and customer needs 24/7.

• Managed technician and vendor schedules, invoices and service issues.

• Worked closely with sales staff to manage standard and non-standard internet service installation requirements and proposals.

• Configured hardware and software prior to shipping.

• Improved customer service based on client feedback through the development of new policies and procedures. Jacqueline A. Davis, Page3

INTEGRATED INCORPORATED, Naperville, Illinois 1999-2000 Systems Engineer

• Resolved hardware and software problems.

• Logged calls to the City of Chicago Emergency Communications Center’s (911) Network Management Center

(NMC) in a Lotus Notes database system.

• Completed daily batch-jobs report for police flat file transfer from PLIVE and FTP to mainframe.

• Maintained WAN and LAN for the 911 and 311 Centers.

• Provided second- and third-level desk support for voice and data (ISDN) issues, computer-aided dispatch (CAD) and copper/fiber and Ameritech issues.

• Monitored, troubleshot and resolved hardware and software issues on the CAD system, both on-site and remotely.

• Utilized the SNMP monitoring system to reacquire connections.

• Performed loop-back tests.

• Identified copper and fiber (SONET) and T1 link issues.

• Traced hardware errors and measured circuit output in devices. ROSENTHAL COLLINS GROUP, Chicago, Illinois 1998-1999 Telecommunications Coordinator

• Administered a monthly budget of $100,000, communicated with division managers and vendors regarding receivables.

• Ordered customer and technician long-distance and international private lines and 800 services.

• Reconciled telephone bills for the Chicago Stock Exchange to make sure they were on-target with budget and reflective of contracts and expected volume.

• Initiated and followed up on repair orders to ensure swift restoration of service.

• Completed all adds moves and changes for firms and commodity exchanges. Successfully coordinated 200- person office move and new space build-out.

PERSHING, DIVISION OF DONALDSON, LUFKIN & JENRETTE SECURITIES CORP., Mount Prospect, Illinois 1992-1998 Telecommunications Analyst

• Configured NEC NEAX/2400, PBX’s, modems and Northern Telecom systems. Acquired dual responsibility as a Computer Operator/Telecommunication Analyst, troubleshot and maintained voice and data communications systems. Planned and implemented telecommunications for field offices, including long-range requirements, new products and software releases. Recommended upgrades, participated in upgrading the 5500 tape recording system to the Chicago Stock Exchange.

• Provided training on the Xerox 420 continuous feed printers and Xerox 4625 printers. Provided peer-to-peer communication between offices with installation of People Software for tracking incoming packages. Ran batch RJE reports on mainframe. Provided direction and assistance for ongoing maintenance and new installations of telecom services. Assisted in developing and maintaining BASIC/Transactions/Database application programs and implemented text editing to modify customer letters for daily report E D U C A T I O N & C E R T I F I C A T I O N S

NATIONAL-LOUISUNIVERSITY, Chicago, Illinois

Bachelor of Arts, Behavioral Science

CHICAGO CAREER TECH, Chicago, Illinois

Certified

Microsoft Certified Technology Specialist (MCTS)

ITIL Certification (completion January 2016)

S K I L L S

MS Windows 7; MS Windows XP; MS Windows Vista; Unix/Linux; Windows Server 2008; Local Area Network (LAN); Wide Area Network (WAN); VPN; Microsoft System Center Configuration Manager (SCCM) TCP/IP; MS Office 2010/2013; MS Exchange 2003

McAfee/Symantec Antivirus; PBX Telecom; VOIP; Active Directory 2003/2008, Citrix XenApps, Citrix XenDesktop

Contact this candidate