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Customer Service Technical Support

Location:
Durham, North Carolina, United States
Posted:
October 16, 2016

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Resume:

Alexander Malykin

**** ****** ****

Durham, NC **703

919-***-****

acw2ya@r.postjobfree.com

Experience

DUKE HEALTH SYSTEMS

IT Analyst, January 2016 – June 2016

Provide exceptional IT and device support for Duke Regional Hospital and Duke Home Care and Hospice, including support for all Workstations, Laptops, Printers, scanners, Mobile carts, wall units and all peripherals.

Update and maintain rolling inventory of all devices as soon as any changes are made, including reassignments, Newly deployed devices, and warranty replacements

Facilitate and support device operations for all field employees, including HomeCare Nursing staff to minimize down time and patients can be seen as they are scheduled

Use Imaging software to configure workstations and laptops. All users require different definitions for the images on their workstations and this must be addressed at time of imaging

Worked with team of IT Support Analysts to ensure all hospital staff are provided operational and warrantied equipment and have equipment updated and replaced so ensure all patients get proper, timely care

Earned accolades and “Very Satisfied” responses in every Customer Review

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AT&T

Network Security Engineer, January 2015 – December 2015

Provide critical network security monitoring for high visibility enterprise clients and Department of Justice, DEA, ATF, US Marshalls and other Government entities of high critical nature and priority level. Worked with a team of engineers to ensure clients were immediately and directly notified of any downtime and proactively resolved issues in a high-paced environment.

Work directly with customers to identify fault issues. Research, document, and coordinate security policy and procedure changes.

Provide excellence in customer care and troubleshooting assistance for multiple security platforms, including Cisco ASA firewalls, Cisco Routers, Checkpoint/Nokia devices, Juniper Firewalls and McAfee Secure Email Gateway Products

Identify issues, routine and non-routine, applying judgment to established systems and procedures.

Acquired public trust security clearance to work with all necessary government entities.

PARATA SYSTEMS, LLC January 2005 – December 2014

Senior Support Technician/Technical Support Analyst, RTP, NC.

Provide escalated (Level 2) Customer support for numerous Hardware and Software Products, including Networked Workflow software and Robotic Automation (Max, Mini, The PASS Production line, including CheckPass and FirstPass, APM, RDS, Pharmacy 2000 versions 3.0 thru 7.0 (including all networked devices), Accumed, Baker Cells, Baker Cassettes, Autoscript III)

Worked extensively to provide technical and software support to Field Service Technicians.

Spearheading customer support for Autoscript III robotic automation, Host Interface Software, and internal support for Agile Advantage PLM software

Provide excellence in service to high priority Department of Defense customers, including clients in Japan and Europe.

Traveled to client sites to provide resolution for high urgency and elevated complexity situations on an ad hoc basis

Work with host software vendors to come up with solutions for Interface issues

Train clients in proper operation and maintenance of equipment to increase productivity.

Coordinate national field service technician activity.

Utilize Seibel, Salesforce, Five9 and I3 software to maintain detailed service records.

Assist in on-site machine upgrades and installations.

Displayed initiative and leadership qualities by performing necessary Peer mentoring and coaching of the Technical Support Team on all Product Groups

Peer Coaching for KCS Article Creation

Perform proactive monitoring and product efficiency tracking reports.

Support corporate quality management effort.

Recognized for highest level of customer service, technical aptitude, and quality on the Technical Support Team.

Provided High Quality Formal technical training for Newly Hired Team Members and Continual Training for Existing Team Members.

Remained on the forefront of High Visibility Product Adoption and service

Perform service Upgrades for clientele updating systems on PASS units to the New Parata Proprietary PassWare 2.x Software.

Perform Microsoft SQL Server administration and database conversion work for clientele using multiple software products.

QUALEX, INC September 2000-December 2005

Telemaintenance Technician, RTP, NC

Utilized Kodalink tracking software to monitor clients' photochemistry remotely.

Instructed clients in proper balancing and maintenance procedures for C-41, RA-4 and RA-2SM type photochemicals.

Instructed/Supported clients on the maintenance and repair of one-hour photo equipment, including support for Hardware, Software, Chemical Mixture, and Proper handling procedures.

Applied knowledge of photographic chemistry and machine mechanics in oral and written communication with field technicians.

Maintained a consistently excellent call resolution rate.

Demonstrated effective technical troubleshooting and problem-solving skills while supporting over a dozen machine types.

Peer-mentored and coached to model and achieve the highest level of customer service.

Education

• CompTIA A+ Certified

• CompTIA Network + Certified

• CCNA 1 certified

• Pursuing CompTIA Security + SYO-401

• All applicable Parata and AT&T training courses.

• Completed Microsoft Networking for P2000 Course at New Horizons.

• Completed Peer Coaching Certification from David Kay & Associates.

• Completed Network+ Coursework through New Horizons

• Completed the DoD IA Certification each year since 2006 and Received DoD Security Clearance for Army/Navy Pharmacy Servers.

• Public Trust Security Clearance (DOJ, TNET, USPS)

Applicable Skills/Software Expertise

•SQL Server Enterprise Manager and Management Studio up to version 2008 R2

•Knowledge-Base Centered Services

•Oracle Contact Center Anywhere

•Microsoft Windows Server 2000 and 2003

•Exemplary customer service, problem-solving and troubleshooting skills

•Thorough understanding of mechanical principles and software processes involved in maintenance and repair of high-tech machinery.

•Ability to explain complex procedures in clear, simple language.

•High level of professional motivation, strong work ethic and significant leadership potential.

•Highly proficient with all Microsoft Office Products, including: Word, Excel, PowerPoint, Outlook and Access on all Windows platforms, McKesson SW Products, Microsoft Networking, Siebel, Clientele, Avante, Five9, I3, Salesforce, Remedy, Cisco Routing and Switching Products

•Nominated for Employee Peer Recognition Award and multiple WECARE awards for Willingness and Customer Focus

•KCS Article Creation Coach and SME.

•Proficient in Cisco IOS and ASA, Checkpoint, Juniper Operating Systems for Firewall devices

Public Trust Clearance for Support of Government Entity devices

DoD Civilian Contactor Clearance for Support of Military Devices

References:

Nick Dawkins – AT&T Network Security Group Shift Supervisor – 919-***-****

Andrea Elledge – Parata Technical Assistance Center Shift Lead – 318-***-****

Denise Marshall – Parata Systems Director of Customer Care – 888-***-****

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