Technical Support Customer Service

THOMAS FLEMING

** ********* **, ***** ******** Beach, NJ 08742 • C: 267-***-**** • ***.*********@*******.***

PROFESSIONAL SUMMARY

IT Support Technician with eight years providing rapid client-centered technical support, well-versed in troubleshooting and

repairing malfunctioning hardware and software and devising innovative strategies to resolve recurring computer and network

problems.

SKILLS

Customer service expert Desktop and laptop repair

Skilled at mediation Internal components installation

Analytical and critical thinker Software libraries maintenance

Fast learner Anti-virus solutions

Skilled multi-tasker Mobile data devices installation

Focused Servers

Self-starter Managing multiple projects simultaneously

Innovative thinker Full lifecycle development

IT security best practices Active Directory

Team player Windows Server2008

Windows 7

WORK HISTORY

IT Analyst

Vanguard Security Corporation - Richboro, PA 12/2014 - Current

Managed firewall, network monitoring and server monitoring both on- and off-site.

Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.

Recommended network security standards to management.

Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.

Independently designed and executed company catalog for infrastructure support and development.

Network Analyst

Futura Mobility - Fort Washington, PA 01/2014 - 11/2014

Coordinated with systems partners to finalize designs and confirm requirements.

Implemented company policies, technical procedures and standards for preserving the integrity and security of data,

reports and access.

Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.

Aligned office departments and increased inter-department communication and data sharing.

Trained junior members of IT team regarding network security and troubleshooting of data circuits.

Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.

Ordered necessary supplies and parts to repair malfunctioning hardware.

Installed system software.

Repaired and replaced hardware.

Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.

Trained both internal and off-site users in repairing and resolving recurring issues.

Resolved technical support inquiries Resolved virus and malware issues.

Identified and corrected performance issues.

Collaborated with other offices and territories to plan and implement new technology.

IT Analyst

Vanguard Security Corporation - Richboro, PA 11/2011 - 01/2014

Established compatibility with third party software products by developing program for modification and integration.

Ensured network, system and data availability and integrity through preventative maintenance and upgrades.

Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.

Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.

09/2009

Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.

07/2007

Streamlined and automated asset management and harvested over 100 unused Windows and Adobe product licenses.

Managed firewall, network monitoring and server monitoring both on- and off-site.

Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.

Installed system software.

Ordered necessary supplies and parts to repair malfunctioning hardware.

Trained both internal and off-site users in repairing and resolving recurring issues.

Restored data, operating systems, files, documents and drivers.

Maintained accurate hardware and software inventories.

Trained users in the proper use of hardware or software.

Referred major hardware and software problems and defective products to vendors or technicians for service.

Applied performance tuning techniques.

Implemented and administered advanced Microsoft technologies.

IT Systems Analyst

USM Services Inc - Norristown, PA

Repaired and replaced hardware

Ordered necessary supplies and parts to repair malfunctioning hardware.

Trained both internal and off-site users in repairing and resolving recurring issues.

Maintained accurate hardware and software inventories.

Installed system software.

Set up and configured hardware and software on company equipment.

Set up staff workstations with PCs, Macs, phones and laptops.

Maintained audiovisual equipment, including overhead projectors, laptops and video conferencing equipment.

Delivered on-site IT and AV technical support for 1000+ staff.

Provided base level IT support to non-technical personnel within the business.

Resolved problems with malfunctioning products.

Used ticketing systems to manage and process actions taken.

Sr. Technical Services Analyst

Brandywine Realty Trust (Contract) - Radnor, PA

Provided on-call support for critical issues.

Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.

Described solutions to customers accurately and persuasively.

Set up PC and Apple desktops and laptops and all types of mobile devices.

Created documentation that empowered and enabled user community.

Enthusiastically participated in job related training.

Assisted customers with order placing.

Compiled and accurately entered electronic data.

Retained existing clients and developed new business by extending high quality and efficient service.

Maintained high departmental standards for quality and productivity metrics.

Coordinated product orders.

Activated accounts for clients interested in new services.

Remained up-to-date on the latest technologies and solutions applicable to company products.

Resolved problems with malfunctioning products.

EDUCATION

Bachelor of Science: Computer and Information Technology

Villanova University - Radnor, PA

ACCOMPLISHMENTS

Managed a project upgrading PC's in a hospital emergency room area consisting of seven support technicians.

- 11/2011

- 06/2009

Current

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