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Customer Service Technical Support

Euless, Texas, United States
October 02, 2016

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**** **** **** #***

Dallas, TX



Detail oriented professional with 6+ years of technical support experience, committed to job excellence with an exceptional ability for customer service and technical aptitude. Grasps new concepts quickly and adapts well to ever-changing environments. Possess strong communication and multi-tasking skills. Technical proficiencies include Windows (200/XP/Vista/7), MS Office Suite, Exchange and Active Directory, PC and Printer hardware, ticketing systems and network connectivity.


Operating Systems: Windows Server 2003/2008, Windows2000/XP/Vista/7/OS for MAC

Network Topology: LAN/WAN, TCP/IP Protocol DHCP, DNS

Active Directory/Exchange support

Mobile device support (iPhones, Blackberry, PDAs, iPad, Droid)

MS Office Suite 2003 & 2007: Word/Excel/PowerPoint/ MS Outlook

PC Hardware: monitors/video cards, keyboards, mice, printers/printer drivers, NIC cards/Hubs/Jet directs, network printer and print queue administration

Use of Ticket Tracking Tools (Remedy)

Team Leader with Knowledge Management Tools Training

Remote access tools Bomgar, LogMeIn

Wireless configuration and troubleshooting

VPN connectivity/VMware


Client: Yoh Exchange

Migration Team Leader March 2016- June 2016


Integration of an acquired company's PCs from one domain to another.

Integration of technology and software into the new domain.

Troubleshoot PC software and Hardware issues reported.

Software, hardware, and network connection configuration post migration.

Maintaining weekly reports for equipment tracking and asset management.

Assist migration tech with completion of weekly metrics.

Client: Cyberthink

Desktop support/ Migration Supervisor November 2015- January 2016 Richardson,Tx

Supervising a team of 5 to complete laptop domain migrations and outlook email account migrations. Perform troubleshooting relating to migration incompletes. Updated system files relating to the migration protocol and process shipping orders if required. Reporting project details to project manager on a weekly schedule.

Install and configure Laptops, PC's and Desktops, Printers and peripherals.

Troubleshoot PC software and Hardware

Install and repair printers.

Networking LAN/WAN administration

Software, hardware, configuration

Microsoft office suite support

Managing users in Active Directory

Network monitoring

Supporting large numbers of Windows clients

Installing and configuration of VPN clients

Client: System One

Desktop support/Remote support technician March 2015 - October 2015 Richardson,Tx

Activity directory password resets and adding, removing computers from the network domain.

Assist with enrollments into the Mobile Device Manager Server system.

Mapping network drives via remote access

Virtual private network support also including token assignments

Answer incoming calls regarding computer hardware and software complications

Remote support for Outlook, computer virus alerts, pc back-ups, and all other Parsons software

Service Manager tickets tracking and password resets and administration duties involving ticket routing

McAfee encryption system recovery and password rest

Computer software, printer installs, network connectivity support and file logging for root cause analysis

Cisco AnyConnect install and support

Sccm software installs and updates

Client: CBRE September 2014 - November 2014

Service Desk Technician


Troubleshoot laptops, desktops, tablets and smart phones (Apple and Blackberry)

Active directory account password resets

Resolve email escalations submitted from Service Now

Utilize remote tools including Bomgar and LogMeIn to resolve Network related issues

Support end users via phone and provide excellent customer service

Resolve and Map Network drives issue for all end users

Install printers, network drives, and proprietary company software

Client: Microsoft July 2013 - July 2014

Tier III Xbox Live Account Manager/Hardware Escalations


Management of Xbox live issues and services designed to improve customer’s Xbox live experience.

Managed the delivery and follow-up of proactive support designed to reduce reactive support cases.

Managed support on reactive incidents provided by Microsoft triage

Resolved Xbox live customer issues via email correspondence

First line for customers in need of assistants with all hardware exchange issues

Provided first contact resolution for hardware escalations

Provided detailed troubleshooting on all issues in a timely manner

Effectively use business standard oral and written communication skills on a daily basis

Demonstrated teamwork by supporting and assisting other team leaders as necessary

Monitor personal performance against department performance goals to exceed customer’s expectations

Research in Motion October 2011 - June 2012

Network Support / Windows System Administration


Application monitoring, use of monitoring tools, assess alarm recommend/perform corrective actions leading to quick restoration of service.

Participated in incident management activities and provide insight during root cause analysis during technical bridge calls.

Provided test and validation integration support as it relates to new application releases or production initiatives. Research, analyze, validate and document effectiveness of existing operation process.

Server support including installation, troubleshooting, and maintenance

Customer support including trouble shooting and resolution of customer calls

Used SQL database queries

Strong written & verbal communication skills utilized in providing quick problem resolution

Microsoft Windows/2000/XP/Windows 7 experience

Active Directory (AD) passwords reset, group permissions and group polices Microsoft Windows systems monitoring performance assess parameters, recommends, and implement changes

Performed system upgrades, system startup /shut down, troubleshoot system hardware and software related issues

Client: Parkland Health & Hospital Systems December 2010 - September 2011

Desktop support


Fixed computer problems, helping people with applications like Word, Excel and Network Support.

Assisted users with errors, hardware failure, network connectivity, printing, applications other problem-resolution.

Used remote-control tools like to fix problems by taking control of the user's PC. Worked on special- projects that include installation of several computers to corporate accounts. Weekly meetings to review protocols for ways of improvement. Tracking of all equipment installs, remove, replacements, refresh and new set-ups. Maintaining rapport with all users ranging from local users to CEO level management

Met department set expectations of work verified and customer service survey satisfaction

Diagnosed computer system, network, and printing issues

Assisted users with technical questions

Provided technical support to in-house users, via-phone, email and desktop on wide variety of hardware including: laptops, workstations, digital cameras, printers, etc

Experienced with Microsoft Exchange and Outlook-know functionalities

Configured hardware and software for office and remote clients set-up and configure LAN and WAN on workstations and laptops

Set up email profiles and troubleshoot connectivity issues to Exchange Server

Tracked all equipment sent out or returned from remote users by logging into inventory database

Microsoft, Blackberry and Android- support in a corporate environment

Client: AT&T U-verse May 08 - March 2010

Systems Operations/Technical Support Tier II


Conducted analysis and troubleshooting via telephone for customers (FTTN/FTTP) High Speed Internet and IP TV services. Identify and act on unique or recurring customer.

Provided advanced technical support on operation or maintenance of personal computers and/or peripherals using documented procedures and available tools.

Assisted advanced agents and technicians in special projects

Handled escalated accounts submitted via preset tracking systems from non-management agents

Trained classes attended by beginning managers, covering performance procedures, equipment and call center rules

Sprint Corporation November 05 - April 08

Technical Support Representative (Team Leader - SME)


Managed, configured, and supported desktop workstations for internal new hire support representatives.

Implemented and maintained Project Management and process flow for internal customers.

Daily conference calls with Business Relations Customers regarding Project Management and new process flow to provide faster more efficient resolutions, while minimizing cost and customer impacting

Processed and analyzed customer issues such as telephone blocks, billing inquiries, disconnected or cancelled numbers, line features, and platform issues

Implemented and managed a Dress Code Policy and QA program for the department


AS in Electronic Technology ATI Career Training Center, Dallas, TX 2005

CCNA in progress

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