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Customer Service Technical Support

Location:
United States
Posted:
October 21, 2016

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James Garlick

Exchange Engineer

PROFESSIONAL EXPERIENCE

Hewlett Packard Enterprise, Alpharetta, GA 3/2016 – 9/2016

Enterprise Server Storage Support Engineer

Successfully resolved technical issues (hardware and software) from incoming internal or external businesses and end user’s contacts and proactive notification systems.

Responded to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).

Proactively assisted internal or external businesses and end users to avoid or reduce problem occurrence.

Evaluated unique or complex installations or configurations and make recommendations for resolution.

Articulate clearly in writing and verbally. Add case resolution to Knowledge Management Service (KMS).

Represented Hewlett Packard in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.

Engaged team members for support as required to ensure internal or external business and end users/clients Service Level Agreements (SLA) demands are met.

Supported HPE Blade Systems and provided an average of 91.3% less downtime after deployments.

Provided support to ProLiant SL Scalable ProLiant Servers.

Utilized SalesForce to manage all customers, partners and prospects information in one place.

Supported servers in a Windows 2008/R2/2012, RHEL, SUSE Linux environment.

Precyse Solutions, Alpharetta, GA 2/2014 – 2/2016

Senior Technical Support Analyst

Provided technical and application support to colleagues and clients on a variety of issues.

Identified, researched and resolved technical and application issues.

Responded to telephone calls, emails, and Instant Messaging to facilitate service request ticketing and resolution, and participate in special projects.

Assisted management liaison for company’s equipment pc standards and testing of applications in Windows 7, 8 operating systems.

Ordered and tracked equipment to colleagues and disk image creation using Clonezilla software.

Solid understanding of TCP/IP, reading packet capture, reading logs.

Provided basic LAN/WAN support and established connection for end users.

Maintained the highest level of customer service to colleagues and clients.

Monitored Kaspersky security software as an administrator and assisted with the encryption login process for colleagues and unlocked accounts within the Kaspersky software application.

End-User Management and End User Monitoring by analyzing end-user behavior data usage through Kaspersky Security Center management console.

Created accounts for all colleagues as an Administrator in the Active Directory environment and create email accounts for new hires through the Exchange servers. Supported Citrix and VPN access for colleagues and clients and performed data transfers.

Created Support Services documentation technical orientation equipment setup documentation for new hires.

Escalated colleague and client concerns or issues as needed to management.

Provided monitoring and maintenance of servers as needed.

Provide On-call and after-hours assistance to colleagues and clients.

Traveled out-of-state to provide support for the other branch offices and vendor conventions.

Provided direct daily supervision of one or more IT Asset Management Specialists.

Took responsibility for the daily asset management activities, including planning, purchasing, tracking, monitoring and recording of software and hardware assets.

Assisted in developing and implementing policies and procedures for tracking company IT assets throughout their lifecycles.

Ensured IT Asset Management policies and procedures are documented and well understood.

Evaluated and recommended standard endpoint hardware and software configurations.

Acted as the primary contact for purchasing of endpoint hardware and software.

Demonstrated the ability to take initiative, think quickly and provide creative solutions.

Participated in and/or lead special projects upon request.

Hut no.8, Suwanee, GA 12/2009 – 1/2014

Franchise Owner / Technical Support Manager

Configured devices such as PCs and routers on LAN/WAN.

Provided technical and application support onsite.

Provided additional support to other Franchisee through Remote Desktop by remote access.

Configured other Franchisee PC’s with the ability to scan for Malware by using Malwarebytes, an Anti-Malware application running under Microsoft Windows operating system.

Updated and installed security cameras and operate the equipment on a daily basis.

Supervised and trained employees.

Delegated tasks and responsibilities for daily assignments.

Maintained and updated store policies and procedures.

Ensured customer satisfaction by meeting customer needs.

Processed all financial transactions and employee payroll.

Maintained performance improvement of Windows 7 Operating System.

Conducted interviews and oversaw the hiring process.

Developed new organizational methods for inventory control using Wasp Barcode Technologies to control Assets.

Bon Health Center at Harbour View / IT Department, Suffolk, VA 1/2007

Internship

Administered networks through installing, configuring, troubleshooting, and securing network hardware and monitoring security software.

United States Navy, Norfolk, VA 6/2000 – 6/2009

Operations Specialist

Performed Joint Services and Navy specific applications and processes as a Database Manager.

Managed C4I database management functions, communications operations, and Force Over the Horizon Track Coordinator (FOTC) functions.

Maintained the Common Operating Picture (COP) and provided input to the Common Tactical Picture (CTP) at the unit, battle group, component commander, joint and coalition level. This function was performed at both afloat and ashore commands.

Monitored computer systems for equipment failure or errors in performance.

Conducted periodic equipment inspections and routine tests in order to ensure those operations standards are met.

Recorded information such as computer operating time, problems that occurred, and action taken.

Assisted programmers and system analysts test and debug new programs. Oversee the operation of computer hardware systems, including coordinating and scheduling the use of computer terminals and network to ensure efficient use.

Held a Top Secret (SSBI) Clearance.

EDUCATION

Strayer University

M.S. Information Assurance, 2016-Present

Strayer University

B.S. IT/Cyber Security, 2015



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