Customer Service Support

JaVon Sutton Cell: 678-***-**** E-mail: *******@*****.***

Desktop Support/Network Administrator

SUMMARY - Results driven and self-directed IT professional, with demonstrated success troubleshooting and resolving technical problems and issues in high pressure, deadline-driven environments. Recognizes the role of customer satisfaction and exhibits a dedication to meeting client expectations and requirements. Continually explores ways to improve and promote quality and addresses new demands and challenges with positive attitude and effort.

Technical Proficiencies

IT Infrastructure/Network Administration/Deployment/Migrations

Hardware/Software Troubleshooting/Technical Support/Consulting

Vendor Relations/Inventory Management/Training and Scheduling

Network Operating Systems – Win server 2000/2003/2008/2012

Windows Operating Systems – Win 2000/XP/Vista/7/8/10

MAC OS – OS X/Lion/Snow Leopard/Leopard/Jaguar /Mavericks and up

Remote Access/PC Maintenance/Active Directory/Routers, Switches, and Firewalls

OCS/Rumba/SAP/LotusNotes/Outlook/Exchange/Remedy/GoToAssist/TeamViewer/Ghost/Partition Magic/Cisco VPN/Bomgar/WebEx

Channel Advisor/Salesforce/MS Access

PROFESSIONAL EXPERIENCE

Trainz.Com (contract) - Buford, Georgia 10/2015-12/2015

Ecommerce Support Rep (contract)

Support Marketplaces (Google,Amazon,Ebay) for any issues and communication errors with Channel Advisor

Document closed Customer Service tickets and consult better ways to handle customer interaction with customers through market place portals

Used Salesforce to document and make spreadsheets based off of sales and issues

Used MS Access to access and edit customer database

Ebix Inc. - Johns Creek, Georgia 4/2014-10/2015

Desktop Administrator

Supported Windows (XP, 7,8 & Server) Environment, MAC OS, Desk side assistance, Phone administration (Shortel, Avaya), AD Admin, Desktop Streaming, Configuring Print servers, Remote support

Onsite Technical liaison for Employees including all Executives (CEO,CFO/ESVP,HR Head, Executive Administrator), project managers, developers, marketing, finance and sales team

Configuring laptops, desktops, printers, servers, email (Outlook, Mac mail, Device Email) Mobile devices (Android, IPhones, and Tablets), office phones for on-boarding and existing employees.

Deploying hardware and software to remote employees

Primary contact for hardware and software related issues while working with remote desktop team and NOC group for larger troubleshooting issues also providing remote assistance

Working with vendors and managing inventory with OCS

Administrator for TFS and Share-point

Administration of Access Cards and working with HVAC System

America’s Homeplace - Gainesville, Georgia 2/2014-3/2014

IT Technician Level II and Admin

Supported Windows (XP, 7, 8 & Server) Environment, Phone Support, AD Admin, Desktop Streaming

Technical liaison between estimators, drafters, executives and all business departments

Resolving desktop issues while supporting 400 end users distributed over 40+ locations remotely received from incoming calls, the ticketing system, email, and voicemails to the support desk

Providing end user support for software, hardware, and network related issues, as well as completing various tasks related to projects and standard maintenance.

Resetting passwords for Windows Domains, Email and internal applications

Configuring both network and local printers and attached devices

Creating email and Domain user accounts. Configuring mail clients for computers and mobile devices

Re-imaging PCs and setting up new employee Desktops

Monitoring Servers for various applications including Siebel

Setting up and Troubleshooting PolyCom Issues

New York Life Insurance (Randstad) - Alpharetta, Georgia 2/2013-10/2013

Technology Service Center Representative (Contract)

Supported Windows XP, Windows 7 Environment, Incoming/Outgoing Phone Support, Firewalls

Liaison between business departments and Tech Support

Troubleshooting laptop/desktop issues for incoming calls while providing quality customer service

Logging and tracking incidents and work orders while maintaining both queues

Resetting passwords for SAP, Windows Domains, rumba, VPN and internal applications

Configuring both network and local printers, mapping network drives

Configuring exchange mail (outlook) for computers and mobile devices

Working close with other departments to correct unresolved issues and escalating when necessary to appropriate groups

Cablevision Systems Corp. - Jericho, New York 7/2006 – 3/2011

Tech Support Level 1&2 Support (OOL/OV2)

Supported MAC-OS,Windows-98,ME,XP,Windows7 Environment, Incoming/Outgoing

oPhone Support,Remote Desktop Streaming

oProvided support and troubleshooting VoIP phone and Internet issues for both business and individual accounts.

Set up email accounts for clients and help configure mail clients (outlook, etc.). Troubleshoot all issues using the Remedy ticketing system for documentation and communicated all issues/solutions via email, followed up with account holders in regards to closing out Tickets within the SLA period.

Opening (Email/Internet) server ports for business class

Application support for all clients

Firewall set up and management

Creation of LNP number porting orders

Modem Provisioning

POS troubleshooting (credit card Machines)

Estee Lauder - Melville, NY (Contractor) 1/2006 – 4/2006

Network tech Assistant

Provided high level support for Estee Lauder. Installed, configured, supported, and maintained Microsoft solutions of all client based servers. Supported Estee Lauder’s private and VPN networks and intranets. Provided technical writing support and documented all artifacts.

Assisted on maintenance of Servers and wiring

Dexter Systems, Brooklyn, New York (Internship) 5/2005 – 7/2005

Network Administrator/ Technician Assistant

As an intern I assisted Dexter Systems by troubleshooting and installing hardware with the main Technician. Helped provide office support for PC’s, email installation, and driver installation

Assisted with project of installing new servers

Assisted in maintaining servers with Network Tech

Gunn Allen Financial - Westbury, New York 8/2004 – 1/2005

PC Technician

Provided customer service in regards to troubleshooting technical issues, provided documented artifacts about customer’s issues and information for client databases

Provided support on internal computer network connectivity with hardware and software related issues, reformatted and reinstalled operating systems, and performed upgrades to workstations

Education/Qualifications

Briarcliffe College – Bethpage, New York A.O.S.: Networking Computer Technology - 12/2004

Contact this candidate