Information Technology Customer Service
Resume:
Roosewell Pen
Roswell, GA *0076
************@*****.***
OBJECTIVE: Proven, proactive, and experienced technician seeking technology support/admin position.
SUMMARY OF QUALIFICATIONS:
Established broad range of IT support skills, proficient understanding of networking fundamentals, knowledgeable of current and past hardware and software types
Self starter and a fast learner to accommodate new technology strategies in the workplace and effective analytical problem solving abilities
Strong team player with a high desire to develop excellent relationships with people
Outstanding and clear written and oral communication skills
TECHNICAL SKILLS:
Software: Microsoft Office Suite 2010/2013, Office 365, Symantec Ghost/Antivirus/Endpoint Protection, TCP/IP, DNS, VPN, Visio, Outlook, HTML, Lotus Notes, Windows 2008/2012/Vista/ 7/8/10, Cisco Jabber, Unity, Call Manager, VMware View and Fusion, Active Directory, Dameware, LogMeIn, SysAid, SAP, Exchange, Citrix, RSA Tokens, HEAT, LANDesk, Service Desk Plus, SharePoint, Shoretel Contact Center, Sonic Firewall, Zoho Reports, Android, iOS, OSX, Microsoft System Center Configuration Manager (SCCM), Casper Suite, Bitlocker
Hardware: Desktops and laptops, laser printers (Ricoh, Xerox, Toshiba, HP,etc), networking, wireless, Cisco IP phones, Cisco routers and switches, Cisco Telepresence, Avaya phones, LCD monitors, thin clients, iPads, mobile devices, Mac expert
AWARDS:
Awarded “Excellence” achievement for providing excellent Customer Service at Fulton County Schools in October, 2012
EDUCATION:
Clayton State University:
Morrow, GA
Degree: Bachelor of Information Technology, (Graduated May 2008), GPA 3.59/4.00
Degree: Associate of Information Technology
Certification: Information Technology Certificate
Global Knowledge:
Atlanta, GA
HDI Support Manager
VMware VSphere 5.1
ITT Tech:
Atlanta, GA
ITIL Foundations
New Horizons Computer Learning Center:
Atlanta, GA
A+ Training
CERTIFICATIONS:
A+ (COMP001008607939) Completed
ITIL Foundations (GR750122943RP) Completed
HDI Support Center Manager (3_1237543_1052) Completed
Microsoft Certified Professional (C337-5231) Completed
Microsoft Certified Systems Administrator, Windows 2003 (MCSA) (C337-5238) Completed
Microsoft Certified Systems Engineer, Windows 2003 (MCSE) (D577-2914) Completed
Net+ (COMP001008607939) Completed
PROFESSIONAL EXPERIENCE:
Presidio
Norcross, GA
Site Support Technician, November 2015-Present
Troubleshoot desktop, notebook, printer, and applications over the phone, remote desktop, and on-site desktop support
Supported both Windows and Mac OS operating systems
Provisioned Cisco IP phones and deployed nationwide
Onboard corporate and BYOD wireless devices using Cisco ISE
Imaged and configured PCs with software and shipped out to other locations
Followed ITIL processes
Fulton County Schools (April 2012 to July 2015)
Atlanta, GA
Technology Support Services Coordinator, July 2013-July 2015
Managed employees including help desk, repair, and desktop support
Screened, interviewed, hired, and dismissed personnel
Managed budget for the department
Developed new strategies to make the department more efficient
Provided world class customer service
Managed phone queue using Shoretel Contact Center
Trained and coached employees
Went on site visits to gather customer feedback and assess current environment for better customer satisfaction
Managed department webpage using SharePoint 2013
Troubleshoot escalated desktop, notebook, printer, and applications over the phone, remote desktop, and on-site desktop support
Managed email accounts using Office 365 Admin Portal
Resolved other escalated issues
Provided metrics and reports including KPIs from ManageEngine Service Desk Plus, Zoho Reports, and Shoretel Contact Center
Supported over 14,000 employees and 95,000 students with over 40,000 devices (computers/iPads/tablets/printers)
Tech Support Specialist III, July 2012-July 2013
Migrated XP machines to Windows 7
Created migration package to migrate several machines at once
Planned and developed migration procedure
Created and implemented printer scripts
Used HEAT ticketing system
Used ManageEngine Service Desk Plus ticketing system
Used LANDesk to setup and deploy software packages and templates, remote control, and created queries
Managed and troubleshoot centralized print servers
Created centralized printing documentation
Troubleshoot desktop, notebook, printer, and applications over the phone, remote desktop, and on-site desktop support
Assisted and trained school technology specialist
Managed a temporary team for NTO project
Supported over 14,000 employees and 95,000 students with over 40,000 computers
End User Support Specialist, April 2012-July 2012
Migrated XP machines to Windows 7
Planned and developed migration procedure
Created and implemented printer scripts
Used HEAT ticketing system
Troubleshoot desktop, notebook, printer, and applications over the phone, remote desktop, and on-site desktop support
Supported over 14,000 employees and 95,000 students with over 40,000 computers
Atos
Atlanta, GA
Migration Lead, February 2012-March 2012
Imaged and deployed machines using USMT to migrate from Windows XP to Windows 7
Led a team to successfully migrate computers
Trained and mentored technicians
Ran a daily report regarding migration status to upper management
Migration Technician, January 2012-February 2012
Imaged and deployed machines using USMT to migrate from Windows XP to Windows 7
Ensured consistency and accuracy by marking off checklists
Troubleshoot and document all issues
Assisted and trained technicians
Yancey Brothers Company
Austell, GA
Help Desk Specialist, September 2011-December 2011
Imaged and shipped out machines using Symantec Ghost
Troubleshoot desktop, notebook, mobile devices, printer, and applications over the phone and remote desktop
Used Track-It! Ticketing System
Performed various server projects
Shree Partners
Atlanta, GA
IT Consultant, June 2011-August 2011
Supported Go-live for Epic ASAP application
Tested scripts in SharePoint 2010
Used HP Openview ticketing system
Brown and Brown Insurance
Stockbridge, GA
Help Desk Technician, March 2011-June 2011
Troubleshoot desktop, notebook, mobile devices, VMware View, printer, and applications over the phone and remote desktop
Used Smarter Track Help Desk Ticketing System
Assisted fellow technicians as needed
OLAM
College Park, GA
Help Desk Administrator, March 2010-March 2011
Troubleshoot desktop, server, applications, e-mail, mobile devices, networking, notebook, and printer issues over the phone and remote desktop in a global corporate environment
Used SysAid Help Desk Ticketing System
Helped designed new support structure for the Help Desk
Used Dameware for remote support
Imaged and shipped out computing devices using Norton Ghost
Managed Active Directory Users and Groups under Windows 2003/2008 Server
Managed and monitored servers, switches, routers, and firewalls
Managed and monitored anti-virus and anti-spyware programs
Migrated user’s e-mail in Microsoft Outlook
Setup offices using LAN/WAN connection
Prism Pointe Technologies
Fairburn, GA
Help Desk Analyst, November 2009-February 2010
Troubleshoot desktop, notebook, and printer issues over the phone
Used proprietary ticketing system for customer calls
Ensured SLA requirements are met
QA tickets for accuracy and progress
Benton Express
Atlanta, GA
Technology Assistant, July 2009 – September 2009
Developed corporate website to increase customer satisfaction and appeal
Troubleshoot any technical issues which include PC problems, network problems, IP phones, and software
Managed corporate e-mail for the entire company
Managed and monitored anti-virus and anti-spyware programs
Created and maintained web filtering applications
Created and applied group policy under Windows 2003 Server
Managed Active Directory Users and Groups under Windows 2003 Server
Loaded PCs with software and shipped out to other locations
Troubleshoot Blackberry phone issues
Used remote desktop tools for software installation and remote troubleshooting
Developed manuals and trained users
Best Buy
Morrow, GA
Merchandiser, April 2001-July 2009
Replenish stock on the sales floor for item availability to increase store profits
Price new products and update price changes accurately for consistency
Set up store planograms based on changes made by the corporate office to help make the store look attractive to customers
Assist customers in locating merchandise to improve overall sales and customer satisfaction
Provide suggestions and solutions to accommodate customer’s lifestyle
Greet and be courteous to all customers to drive loyalty
Clayton State University
Morrow, GA
Information Technology Instructional Assistant, January 2007-May 2007
Built a secure web server in Windows 2003 for IT web students to upload their web pages for vigorous review and created secure FTP access for students to upload web pages remotely
Troubleshoot and maintained web server to ensure functionality
Provided open and helpful guidance to students with questions in a timely manner
Reviewed students' web pages against specific assigned criteria accurately based on class syllabus
REFERENCES FURNISHED UPON REQUEST
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