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.

Education

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

CompTIA Security+

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

Experience

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

Data Analyst

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.

Additional

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)

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