Support Engineer with extensive experience in providing varieties of technical support, meanwhile maintaining excellent customer interfacing and communication skills, backed by a CompTIA Security+ certification.
Wake Tech Community College
August, 2015 – Present Information System Security – A.A.S.
Couse study includes: Network Engineering, Operating Systems: Windows, Linux, Apple OS; Active Directory/ LDAP, Routing & Switching, Oracle SQL Databases
Microsoft Certified Professional
Specialist - Windows 7, Configuring (70-680) June, 2016
Certification SY0 – 401 (August 2014 – August 2017)
Skills & Proficiencies
- Microsoft: Active Directory & LDAP, SQL Server 2014 Management Studio, Exchange & Outlook,
- Operating Systems: Windows XP, Windows Vista, Windows 7, 8, & 10; Linux/ Unix, & Mac OS X
- Google: Docs, Sheets, Slides, Hangouts, Drive, & Keep, Chrome
- Desktop Support: Routers & Modems, Hard Drives & Physical Memory, Ports & Protocols, TCP/IP Networking & IP Sec protocols, Establishing Host to Client Networks, VMware, IEEE 802.11 standards and configuration, Wan/ Lan
- Ticketing and 3rd Party websites: SalesForce, Peoplesoft, Oracle, Parature, Citrix & Cisco WebEx Remote Desktop, Heat Ticketing, Zendesk Ticketing
- Supported Languages: English & Spanish
Database Support Analyst
Desktop support: Local PC, browser, VMware, Citrix environment, peripherals, VPN & Firewall Management
Active Directory/ LDAP support, management and profile
Microsoft SQL Management Studio 2014
WAN & LAN network management, configuration, troubleshooting & migration
Database management, scripting SQL Queries and Troubleshooting SQL based Tables and Reports, HTML & VB
Mobile Device configuration, Outlook &Exchange, troubleshooting & Device recovery
Daily Ticketing and E-mail support responsibilities, ticketing includes: Heat, Parature, & PeopleSoft
Created a Knowledge Base Self Service Portal encouraging employees to seek out self-help
Created Support PDF’s building the Knowledge Base library, & created training videos utilizing Camtasia Studio
Combining analytic skills with business acumen to provide the data and insights that will drive my department’s success
Scripted SQL Queries and Troubleshooting SQL based Tables and Reports
Created and Maintained Structure from Microsoft Excel spreadsheet reports linked to Microsoft SharePoint
Prepared & formatted reports, from multiple database, and created formulas in Excel to read from other Excel reports
Created Self Service Portal with best practices reference guides for all tasks, as well as common error documentation
Managed and responded to support email inbox. Internal support issues with proprietary and SQL related applications
Provided Technical & Administrative support for the ‘Fuels and Lubes: Learning Services’ department
Tier 2 Desktop Support & Implementation Trainer
Supported Microsoft Excel, Word, outlook and Exchange Server for Small to medium sized Businesses
Responsible for Network, Microsoft Software and Hardware Configuration, (Tier 2 Support)
Managed Incoming Support Calls, Internal and External E-mail Correspondence, Internal Support Tickets and Live Chat Sessions by Troubleshooting & Servicing Internal and External Technical Support Issues
Utilized KCS for Clear and accurate account notes of resolutions and Clear Correspondence
Supported Sage Software Suite including: ERP, CRM, HRMS, Sage 50/ Peachtree Accounting & More
Resolved Desktop/ Laptop, Phone, Network, Hardware and Software Related Issues.
Install, Configure, & Maintain PC Hardware, Software, Wireless Networks, Network & Local Printers, and other Peripherals.
Managed daily ticketing and e-mail support, in both English and Spanish.
Mobile Device and Mobile App support, including Web applet support, Android and iOS support.
Currently studying for CCNA Routing and Switching Certification (ICND1 & ICND2)
3.7 GPA Wake Tech Community College
Ability to handle support requests in English and Spanish (spoken & written)