PROFESSIONAL CERTIFICATIONS

CompTIA A+

CompTIA Network+

Microsoft Certified Desktop Support Technician (MCDST)

Certified Internet Web Associate (CIW v5)

PROFESSIONAL EXPERIENCE

Mblox Inc., Atlanta, GA 1/2014 – present

Technical Services Manager

Manage all technical aspects of client relationship with assigned strategic and high volume clients. Provide pro-active monitoring of client traffic across Mblox platform. Troubleshoot and manage support and account requests, including problem resolution, inter-department interactions as well as external escalations to ensure adherence to strict SLAs. Perform detailed technical investigation of complex issues by using available tools in Linux, Windows, and SQL environments. Maintain regular contact with SMS aggregators and carriers worldwide to foster business relationships. Monitor Mblox application server activity. Complete various projects as assigned by team managers and client requests.

Technology Used:

Platforms: RedHat Linux, CentOS Linux, XML, Shell and Perl scripting.

Protocols: SMPP, SMS, MMS, Java and XML APIs.

Software: Keynote Device Anywhere, CSG Assure, Catavolt, Best Practical Incident Management, pgAdmin, MySQL Workbench, Salesforce CRM, Client Lights.

Dell Inc., Atlanta, GA contract 9/2013 – 12/2013

Migration Desktop Engineer

Provide hands-on support in conjunction with the network architect and junior architect during multiple phases of the migration process from Novell Directory Services to Microsoft Active Directory.

Technology Used:

Platforms: Windows Server 2003, Windows XP/7, MacOS.

Software: Quest Migrator, Novell Client 32/2, ForenzIT Migration Tool, Windows Parallel (on Mac).

Hardware: Dell laptops and desktops.

LivePerson Inc., Atlanta, GA 1/2011 – 8/2013

Tier 2 Support Analyst/Escalations Team 2/2013 – 8/2013

Investigate issues and requests escalated from Tier 1 analysts and supervisor calls. Train new analysts. Serve as technical support coordinator for 900+ agent enterprise client. Improved client satisfaction rating by 30% and reduced average handle time by 40% within first 2 months.

Tier 2 Support Analyst/Shift Supervisor 12/2011 – 1/2013

Supervised 24 analysts in inter-continental 24/7 support team. Served as first point of escalation for Tier 1 analysts. Coordinated high priority and urgent escalated investigations with multiple internal and external teams. Escalated complicated issues to escalations team, Tier 3 or other departments as needed. Communicated service interruptions to affected clients and appropriate parties within published SLA timelines.

Tier 1 Support Analyst 1/2011 – 11/2011

Provided top-level support to 8000+ global clients with 100,000+ end-users in 24/7 inter-continental chat center. Troubleshot proprietary platform issues including application errors, configuration customization and web implementation. Resolved issues escalated from client technical support representatives.

Technology Used:

Platforms: Windows 7/XP, Mac OSX, DHCP, TCP/IP.

Software: LivePerson proprietary applications, SalesForce CRM, ExactTarget, SharePoint.

Web: HTML, CSS, Javascript.

Network: Firewall, proxy.

Novelis, Inc., Atlanta, GA contract 8/2010 – 11/2010

Desk Side Support Specialist

Provided hands-on support for all service requests and escalations. Managed vendor relationships and facilitated external service requests. Contributed to service delivery reports on a daily, weekly and monthly basis. Reviewed trouble tickets to ensure integrity and accuracy of data recorded. Installed, operated and supported PC software programs, operating systems, and applications. Maintained the inventory of all computers and accessories. Reported mission critical or problem tickets to Team Lead as needed. Supported 250 users onsite in corporate environment.

Technology Used:

Platforms: Windows Server 2003, Windows XP, Linux, DHCP, TCP/IP.

Software: Active Directory, MS Office 2010/2007, Oracle 8.17, Service Now, Symantec Ghost Solution Suite.

Hardware: Dell laptops and desktops, Cisco 8961 VOIP phones, Cisco-based communications hardware, iPhone 3/4, Blackberry.

Spacenet, Inc., Marietta, GA 12/2007 – 7/2010

Sr. Technical Support Specialist

Provided telephone support to 4000+ residential and commercial satellite Internet service subscribers throughout North America. Troubleshot network and Internet connectivity interruptions. Managed customer network sites on Windows and Linux platforms. Isolated communication faults in VSAT (receiver hardware), network and pc components. Resolved issues escalated from partner technical support representatives. Communicated network outages to all appropriate parties. Upgraded servers with CentOS 5.3 and Sendmail 8.3. Updated documentation for upgrade and install processes.

Technology Used:

Platforms: Windows Server 2003/2000, Windows 7/XP/2000/9x, Linux Redhat/Ubuntu/CentOS, Mac v10, DHCP, TCP/IP, EVDO, PPPoE.

Software: MS Office 2007/2003, SAP, Siebel Call Center, Sendmail 8.3.

Hardware: Various Intel, AMD and Mac pc’s; Cisco based communications hardware, Dell DL380.

Kemira Chemicals, Kennesaw, GA contract 11/2006 – 10/2007

Deployment Administrator

Coordinated user migration to Windows XP from legacy operating systems and machines in mixed Windows 95/98/2000 environment. Upgraded systems where need was determined in preparation for future Windows Vista roll out. Maintained Server 2003 Active Directory structure and in-house inventory system. Managed PC images for all in-use PC models. Assisted with enterprise-wide rollover to SAP ERP platform.

Technology Used:

Platforms: Windows Server 2003/2000, Windows XP/2000/9x, DHCP, TCP/IP.

Software: Active Directory, MS Office 2003/2007, Symantec AntiVirus, Panda Security, Funk Proxy, OneKem Inventory (proprietary).

Hardware: Dell desktops, laptops and servers; HP peripherals.

Geek Squad:Best Buy, Stone Mountain, GA 10/2005 – 03/2006

Counter Intelligence Agent

Performed system diagnostics using standard industry tools. Completed hardware and software upgrades and repairs to all major brand systems as well as custom built desktops, laptops, peripherals and audio-visual equipment. Supported in-store retail customers. Managed repair and service workflows using ticketing system.

Avon Products, Inc., Suwanee, GA contract 08/2005 – 07/2006

Help Desk Analyst

Efficiently resolved all phone, email and walk-up requests from 500 end-users in a wired and wireless environment. Manage user accounts in Active Directory. Assist with monitoring and auditing security controls for intellectual property. Worked closely with Network Administrator, Telecom Associate, Hardware Coordinator and Software Developers to complete various MIS initiatives. Installed new and relocated PCs, and ensured network connectivity.

Technology Used:

Platforms: Windows Server 2003/2000, Windows XP/2000, TCP/IP.

Software: Active Directory, MS Office 2003, Lotus Notes 6&5, TrendMicro AntiVirus, Cisco VPN, Norton Ghost Utility.

Hardware: Dell desktops and laptops; HP and Epson peripherals.

Warranty Corporation of America, Norcross, GA 10/2004 – 07/2005

Technical Support Representative

Thoroughly supported consumers of PC hardware and electronics. Maintained strong working relationships with major manufacturers and vendors. Coordinated on-site technicians and followed QA guidelines to maintain contractual service level agreements. Primary liaison between customers and 3rd party manufacturers and vendors.

Technology Used:

Platforms: Windows XP/2000/9x, Mac v10, DHCP, TCP/IP.

Software: MS Office 2003

Hardware: Various Intel/AMD PC and server hardware; various peripherals and consumer electronics.

Atlanta Public Schools, Atlanta, GA contract 08/2002 – 05/2004

Technology Associate

Provided comprehensive Level 1 support and problem resolution to 500 faculty and 800 students in a Windows 2000/XP wired and wireless networking environment. Trained faculty & staff on basic problem resolution and available resources. Efficiently maintained and supported 300 PCs and 100 laptops. Participated in school-wide PC upgrade and Windows migration project.

Technology Used:

Platforms: Windows XP/2000/9x, DHCP, TCP/IP.

Software: MS Office 2000, Symantec AntiVirus, Deep Freeze security.

Hardware: Compaq and HP laptop and desktops; HP peripherals; audio/visual equipment.

Eli Lilly and Company, Indianapolis, IN contract 01/2001 – 07/2002

Help Desk Analyst

Rapidly responded to Tier 1 support requests for global IVR system. Worked with development team to swiftly resolve issues. Trained new Helpdesk assistants and end-users. Performed QA testing on system upgrades.

Technology Used:

Platforms: Windows Server 2003/2000, Windows XP/2000/9x, Mac v10, DHCP, TCP/IP.

Software: Active Directory, MS Outlook 2003/2007, MS Office 2003/2007, Symantec AntiVirus.

Hardware: Various Intel/AMD PC and server hardware and peripherals.

Gateway Country Store, Indianapolis, IN 6/2000 – 01/2001

Technical Customer Service Representative

Performed initial assessments and troubleshooting on customer desktops, laptops and peripherals brought into the store for service. Used Remedy ticketing system to manage replacement system and parts orders. Recommended accessory, upgrade and training purchases based on customer needs assessment. Managed service center inventory. Performed hardware, operating system, and peripheral repairs and upgrades.

ADDITIONAL EXPERIENCE

Linux system administration: Ubuntu, Fedora, RPM packages, Apache web server 2007 - present.

The Lady: Make and sell handmade home accents and fashion accessories 2012 - present.

SYPP Inc: Founded a promotional products distribution company 2011 - present.

Atlanta Ravens/Atlanta Xplosion: Semi-professional athlete 2011, 2013.

Hands On Atlanta: Service Day Project Coordinator 2006, 2010; Technology Steering Committee 2007.

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