Technical Support Customer Service
Resume:
Sherman Guy Smith
Howe, TX *****
903-***-**** *************@*****.***
Summary
Technical support specialist with expertise in desktop, laptop, and printer support. Able to thrive in fast paced environments. Detailed, process oriented conscientious self-starter. Effective working independently or within a team setting. Significant experience resolving difficult technical issues in a multi-user setting. Well experienced in image building and deployment of new hardware.
Technical Skills Summary
Proficient in Microsoft Windows XP, 7, 8, 10
Proficient in email migrations to Office 365
Proficient with setup and onboarding to Office 365
Proficient in Altiris management
Proficient in LanDesk management and AntiVirus
Proficient in Altiris management, software pushes.
Proficient in Symantec endpoint deploy.
Proficient in the removal of virus and maleware
Proficient in VPN setup
Proficient in building and deploying images, including WinXP, Vista, Win7, Win8
Knowledgeable in call tracking and resolution
Good working knowledge of all desktop applications including installation and upgrades, network, internet connectivity, multiple O/S (i.e. WinXP Win2K, WinNT, WIN7, Win8)
Proficient in Microsoft Office applications
Proficient with Dell and Lenovo Laptops
Strong knowledge of PC hardware, and the ability to troubleshoot and replace any component in a Desktop PC
A working knowledge of email systems and some knowledge of MS Exchange Server
A working knowledge of SQL from 2000 to 2012 including installation, backup, restore attaching and some scripting
Familiarity with network equipment such as hubs, switches, and cabling
A working knowledge of Windows 2000/Active Directory administration
An understanding of internet connectivity, and remote access to the network
A working knowledge of TCP/IP networking and good working knowledge of FTP
Take-charge person who brings creative ideas to problem solving
Excellent customer service, communication and interpersonal skills
Tackles all assignments with dedication and a good attitude
Professional Experience
Experis Manpower at Microsoft 2016-Present
Office 365 Concierge Engineer
Office 365 support for Microsoft
Resolve customer issues as needed
Assist customers with all aspects of onboarding to Office 365
Ramquest Inc. 2014-2016
Office 365 Lead
Migrate 120+ domains and 3500 mailboxes to Office 365
Global administrator for 120+ domains
Setup new mailboxes, distribution groups, security groups and public folders
Call resolution for 600 plus customers nationwide
Install and configure company software on customer servers
Upgrade software on customers servers
Setup up customer software in our hosted environment
Configure their SQL database and the Citrix setup
SRS Distribution, McKinney, Texas 2011-2014
Help Desk Technician
Call resolution for 120 branches nationwide
Create, update and deploy images for HP Desktops and all models of Dell laptops.
Troubleshoot and repair Dell laptops.
Setup and support IPhones and IPads.
Deploy software using Altiris management.
Purchase, image and deploy new laptops as needed.
Resolve software and hardware issues in a timely manner.
Some on-site branch setup.
Resolve hardware and software issues.
East Texas Medical Center EMS, Tyler, Texas 2003-2011
Senior Technical Support Specialist
Call resolution for 400 users spread over East Texas including Waco and Pasadena
Build images for all departments WinXP, Win7
First line support for RightCAD dispatch and billing software
Resolve software and hardware issues in a timely manner
Deploy computers for new users
Setup account permissions for new users in AD
Replace ageing computers as needed
Repair or replace laser and inkjet printers
Create images for new computer deployment
Support 42 EMS ambulance stations spread over 17 counties in East Texas
Kept over 120 of our Panasonic Toughbook laptops imaged for paramedics
Tech support covered one vice president, 10 directors, 35 business office employees, 20 EMS 911 dispatchers, 30 general office personnel and over 500 field medics
Setup 40 laptops and 30 desktops for deployment in Alameda county California
East Texas Medical Center, Tyler, Texas 2000-2003
Technical Support Specialist
Call resolution for approximately 4000 users
Resolve software and hardware issues in a timely manner
Deploy replacement computers system wide
Repair laser and inkjet printers
Personally support 3 hospitals in remote locations
Education
Altiris Training setup and deploy, Dallas, Texas
Altiris level 2 training, Dallas, Texas
Lexmark Printer Repair School, Houston, Texas
Learn repair and maintenance of Lexmark laser printers
Texas A&M University College Station Texas
Completed 2 years towards a degree in Marketing
Cary High School, Cary North Carolina
Graduated with Diploma
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