Customer Service Support

Deon Francis

*** ****** ***, *******, ** *****

Phone: 404-***-****

************@*****.***

SUMMARY

Energetic, technical-minded professional with experience with Asset Management, Active Directory, Exchange Server, production critical server maintenance seeking to share my skills and help a company grow. Acclimated with working in a demanding environment in order to satisfy SLA requirements. I am adept to working in a team and\or self motivated position.

EXPERIENCE

May 16 – Present MCIC Vermont LLC (Contract) Dunwoody, GA

Application Support Lead

Provide “white glove” application support to Internal and External users.

Salesforce Platform – end user and/or Administration experience.

Cherwell (IT Services Management) software.

Owns and manages the incident lifecycle from initial problem reporting through resolution.

Scrum Master role for a software development team that was diligently applying Scrum principles, practices, and theory.

Meet with end users to determine needs, research options and provide recommendations.

Escalate issues and concerns to management and subject matter experts when required (i.e., timely resolution at risk).

Collaborate with technical members of the IT teams to determine root cause of issues, identify resolutions, estimate effort to complete, and coordinate deployment of tested solutions

Provide application support for assigned Production and internal supported applications.

Meet and exceed application support Key Performance Index and SLAs for ticket assigned.

Ensure that proper documentation and tracking is created for support tickets.

Administer 3rd party licensing and 3rd party support ticket process.

Fulfill the communication process to customers for the resolution of tickets.

Owns the maintenance and ongoing configuration of the applications assigned.

Removing impediments or guiding the team to remove impediments by finding the right personnel to remove the impediment..

Good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency

Knowledge of both software development and Help Desk /Support processes.

September 15 - May 16 Macy’s Systems and Technology Alpharetta, GA

Systems Analyst

Work desktop support trouble tickets and set up new hires.

Implement moderately complex account administration tasks that are thorough and accurate and conform to business standards.

Translate customer requirements from provided work request queue and update required information into the production environment.

Provide first level support and maintenance of the Windows Server environment and all related technologies, including virtualization, MAC support, hardware, software, printers and storage.

Communicate the completion status and supporting documentation to the end user.

Support business restructuring activities, including new sites and relocations.

Responsible for Provisioning mobile devices (Blackberries, Iphones, and other Smart phones) for Messaging services.

Provide technical support for C-level Excutives at Office or when require.

Provide Support for Microsoft Online Services Solutions or with any Office 365 Mailbox, Calander and shared resources.

Deploying computers and Tablets with the MDT/SCCM imaging process

Receive incoming calls in a help desk environment to identify, document, and resolve end users calls needing further assistance; Issues that cannot be immediately resolved will be documented and escalated to other work groups.

June 09 – September 15 Generation Mortgage Company Atlanta, GA

System Analyst

Maintained and Deployed new systems with standardized images process allowing for consistent and secure deployment.

Managed successful server virtualization projects with minimal downtime and no negative impact to end-users

Managed secure Asset Disposal utilizing Department of Defense 5220.22-M (ECE) Standards.

System Monitoring including performance and event logs.

Successful migration from Windows XP to Windows 7 with Zero data loss or Business downtime.

Provided and maintained remote desktop assistance environment utilizing VMWare, HyperV and remote desktop.

On boarded Users and Systems utilizing Active Directory, Microsoft Exchange and role based standards.

Exchange 2010 or 2013, including Active Sync connectivity for Android, iPhone, and Windows Phones

Administered Fax2Mail Service enabling secure loan document delivery to client desktop.

Diagnose and correct problems related to the operating system, software, utilities and hardware

Managed Company-wide mobile phone activation, provisioning, wiping and deactivation.

Managed Asset Inventory and tracking, coordinating with Accounting for CAP-ED tracking.

Helped Implement new Helpdesk System to track SLA’s, allowing improvements in customer service.

Providing Tier1/Tier2 Support for Call Center .

Managed Fonality phone system including end user deployment, que maintenance and system trouble shooting.

Helped develop controls necessary for Helpdesk Environment enabling SOC Compliance Audit Report.

Point of contact for proprietary CRM software (Gems and Mortgage Cadence)

Implemented Encryption for Desktops, Notebooks and Mobile Phones using Sophos and Airwatch.

Received “Hero” Award for outstanding Customer Service by CIO.

Oct 2005 – March 09 Tech Systems/Allied Holdings/IBM Atlanta, GA

System Analyst

Responsible for maintenance and support of production critical servers such as Rightfax, Blackberry Enterprise server, and Citrix Metaframe servers in an HP environment.

Managed user accounts and Organizational Units in Active Directory.

Employ Symantec Ghost server to push Windows XP builds across the network to new hire client PCs.

Provide on-site and remote support for various users located in the United States, India, Mexico, Alaska, Brazil and Canada concerning Citrix client access, VPN, Microsoft Office applications, Rumba, Peoplesoft, and proprietary applications.

Provide hardware support for users in an HP and Dell environment.

Maintained Transflo\Pegasus Document Imaging System.

Install, configure and support Lotus Notes 7.0 with Sametime instant messaging.

Responsible for installing and configuring Sprint Wireless cards for VPN connectivity on laptop computers.

Manage, configure and deploy Neoware Thinclients for use with Windows Terminal services.

Liable for providing timely support for LAN/WAN connectivity issues for various sites.

Utilized Remedy to update and close trouble tickets.

2005 – Oct 2005 (Apex Systems, Inc.)Wachovia Bank\BestBuy\Dillards Atlanta, GA

Field Technician/Consultant

Provided support for IBM PPSII dot matrix printers, HP LaserJet 2200, 4100tn, 4050n printers and Dell Optiplex 150, 240, and 260 series workstations.

Networking, Terminals, PC’s, Cash Registers, Time Systems, Point of Sale (POS) interfaces (such as scale interfaces, remote printing, card readers and kiosks), Printers, Power Supplies, Wireless devices and other IT technology.

Assisting Central Support Group including troubleshooting new requests and input of support tickets into a central ticketing database

Afforded support for clients using Encrypt 2100 Micre readers, Add Master Encrypt 2500, and Mag readers.

Assisted with Windows XP rollouts for new Wachovia branches as well as the installation and configuration of IP printers.

Accountable for installs and upgrades of client desktop PCs and laptops.

Installed and configured applications such as Lotus Notes and proprietary applications such as Pegasus and Argo.

Responsible for opening, updating and closing work orders using Remedy.

EDUCATION

MCSA Certified

A+ Certified

Certified MCP: Enterprise Desktop Administrator Technician on Windows 7

Certified MCTS: Windows 7 Configuration

Received Certificate for Successfully Completing Administering Windows Server 2012 R2

HARDWARE EXPIENCE

Dell OptiPlex Desktops 980, 9010, 990, HP LaserJet 3015, 3010 printers, Dell Laptops E6510, E6520, E5530, E5540 series, HP LaserJet Optra series printers, HP LaserJet 1320n, Verizon Wireless Card, Lexmark printers, IBM PPSII dot matrix printer, and Generic systems, and multimedia peripherals.

APPLICATION EXPERIENCE

Microsoft Office 2000, 2003, 7, 10, 13 Lotus Notes, Microsoft Exchange, Gems, Mortgage Cadence, Pegasus, Argo, GoToMyPC, GoToMeeting, Mindjet 2012, 2014 Dameware, PC Anywhere, MS Visio 2010, 2013, ERD Commander, Rumba, Sophos Encryption, AMB, Sophos Virus Protection, RightFax, Peoplesoft, Chameleon Terminal, PS4 Desktop, Adobe X, X1 Business Objects, Visio 2003.

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