Customer Service Software

John E. Hughes

Orlando, FL *****

407-***-**** (Home) (Email) ***********@*******.***

PROFILE

As a previous member of the Florida Hospital iResolve project team, I have the ability to lead and be a team player. A creative problem solver, who can work independently or as part of a team with a focus on installing, configuring, administering, and troubleshoot hardware and software issues. Key strengths include the ability to understand the role IT and revenue growth and profitability for an organization. I am bilingual in English and Spanish.

SKILLS SUMMARY

Widows Client Operating Systems:

Win-XP, Windows 7, Windows 8

Microsoft Office Suite:

Office 2010, 2013, Office 365

Microsoft Server:

2008 & 2012

Additional Areas of Experience:

Active Directory, Remote Desktop, Help Desk Technician, IOS,

Networking Technologies:

Imaging, security, switching, routing, wireless, IPV4, & IPV6

Additional Areas of Experience:

Software Implement, & Configure, Unix, OSX, Android

PROFESSIONAL HISTORY

Petz Enterprises, LLC

Tier 2 (contract)

Provided incoming communications, and follow up with customers to ensure timely troubleshooting was resolved.

Provided help desk support, troubleshooting software and hardware issues.

Provided customer with phone and remote control support.

Followed workflow processes from answering calls to fully detailed tickets in the call tracking system.

Provided support for the configuring printers to the software.

Provided timely, courteous telephone and email support to users on a variety of software applications (MS Office including Word, Excel, Outlook).

Assisted customer with printing checks when using tax software.

Provided floor support to employees.

CollaborateMD

System Junior Admin

Added new hires to the companies system and software.

Built computer images to join the domain.

Configured computers for the network.

Configured IPvoip phone for the users.

Set permissions to shared folders on the server.

Updated servers and software via the network.

Maintained all company computers.

Inventoried all computers in the system.

Added wireless devices on the network firewall with configured

Cisco routers and new IP addresses in the network.

Florida Hospital

Management Information Systems Specialist (Team Lead iResolve Project)

Provided first level customer support by troubleshooting technical issues from inbound calls and emails on the spot, and escalated calls to level II support when needed.

Created tickets within the established ticketing system to address customer calls, data center facility, network and/or system related alerts.

Diagnosed network and desktop issues and determined the best method of resolution to resolve software and hardware service tickets.

Responsible for Level II and Executive support issues.

Lead tech at Winter Park campus, responsible for device installation and deployment.

Managed and maintained a database of project equipment.

Installed and troubleshoot computers, network and local printers.

Supervised and configured iOS devices.

Accountable for project related equipment.

Owner/ Senior Technician

Troubleshot connectivity issues including single workstation, printers, entire site/branch, or application using Windows XP Remote Desktop Connection, VNC Viewer, or Microsoft Net meeting.

Provided day-to-day high volume Helpdesk Level I support regarding hardware and software applications.

Repaired personal computers and laptops; installation of new hardware / software, printer support and fax and phone support.

Established IT solutions to facilitate and ensure client needs.

Upgraded and repaired computer hardware and software including OS installation for clients.

Built and customize custom computers.

Configured network, switches, routers, and wireless devices.

Computer Controllers

Store Manager – (Senior Technician)

Maintained transaction recording, processing and billing.

Built and configured custom computers, servers and wireless networks.

Network, prints, and computers onsite support as needed.

Provided operating systems upgrades, repairs and imaging.

Serviced multiple clients with POS systems upgrade ( Tropical Grill and Boston Market)

Performed the setting up network/internet connection.

Unpacked all hardware for the POS stations and arranged them in their chosen point of sale areas.

Connected all the wiring/power cables.

Connected Point of Sale stations to the network router.

Installed and configured AccuSERVER software.

Configured your cash drawers and printers.

Installed and configured your AccuPOS Management software.

Century Link

Tier One Internet Help Desk

Analyzed and processed improvements for messaging traffic, and traffic procedures.

Provided customer service and dispatching of field technicians.

Assisted customers in configuring Microsoft Outlook, wireless networks (including PPPOE), resetting IP addresses and router login.

Employment History

Petz Enterprises, LLC 11/2015-02/2016

Collaborate MD 07/2015-10/2015

Florida Hospital 03/ 2014-07/2015

Computer Controllers 03/ 201*-**-****

EDUCATION

Florida Technical College Associates of Arts Computer Networking Science,2010

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