Technical Support Customer Service

Objective

Desktop Admin Desktop Support Technician with more than 7 years of experience resolving computer related issues via phone, remotely, face to face and hands on. I have contributed to an increase in client retention, customer satisfaction, and technical support productivity in diverse environments. Excellent customer service, verbal and written communication skills. Ability to work effectively on a team as well as individually with minimal supervision.

Special skills…Value Offered:

Comptia A+, N+ Certified

Windows Xp,Vista,7, Mac Experience

Pc Troubleshooting Support

Wifi/Remote-Assist/Lan-Wan/Tcp-ip/Internet Connection support

Email Support (Exchange)

Microsoft Office/Office365 Support

Active Directory support

Hosting/website development and management support

Telephone/Mobile-Support/Configuration (Android/Blackberry/Iphone)

Wordpress knowledge Ning Support

Network/PC Imaging

Education & Training

Kaplan University, Fort Lauderdale, FL Graduation: Feb 2011

Associates Applied Science in Information Technology GPA: 3.4/4.0

A.T.I, Miami, FL Graduation: Jan 2007

Certification in Information Technology Network Administration

Work Experience

Digestive Care Coral Springs/FL (2015 - 2016)

System Administrator – responsible for the day to day operational activates of the help desk, network administration and systems. Maintain and monitor end-user workstations and productivity on local area network, to ensure a stable network environment..

Performed a variety of maintenance, software installation, hardware installation, maintain and repair any computer related equipment, that supports the business, including desk tops, lap tops, smart phones, local are networks, printers, end-user support and training tasks to ensure end-user workstations and network performance meet company and user requirements.

Provided support to staff on all company-supported applications. Troubleshoot computer problems, determined source and advise on appropriate action. Completed application project-based work. Performed responsibilities in accordance with all company standards, policies and procedures.

Worked as the liaison to vendors and other IT supports teams. Assisted with decision making and recommendations to the organization surrounding hardware and software technologies. Developed and monitored performance levels of the software and hardware and evaluated, recommended and proposed alternative methods of information processing.

Maintained hardware and software maintenance agreements to ensure integrity of operations processes. Communicated with management to insure proper system use and workflows to meet industry standards

Multiple Contract Positions, Broward County/Fl (April – Sept 2015)

AutoNation – Helpdesk (Pembroke pines) May-July

Actavist – Helpdesk (Sunrise) August - Sept

The Graham Companies, Miami Lakes/FL (2014 - 2015)

System Admin/Application Support Specialist – Responsible for providing technical assistance and support of applications and related computer systems, hardware, or software.

Installed, modified, and repaired computer hardware, software and network systems. Ensured completion of computer and server backups.

Responded to technical inquires for several residential and commercial properties, as well as two hotels, a farm and golf club.

Managed 4 small projects: Migrations from windows environment to mac, Norton antivirus deployment, Infrastructure, POS and VOIP Upgrades

Provide on call support during outages, maintenance, and random overnight technical issues.

Citrix, Fort Lauderdale/FL (2013 -2014)

Helpdesk Support – Provided support services to employees with technical problems and information technology issues involving desktop, laptops, or IT services from local personnel or from employees using network remote access.

Technical assistance for over 1600 citrix employees on desktop supported applications and hardware via web, email, phone, face to face or fax.

Configured and deployed new user equipment for mac’s and pc’s. Setting up wireless connections, printers, exchange email, vpn connections

Project lead for virtual desktop reclamation, freeing up company resources from 0 – 60%

Created technical documentation for new setup for citrix propreitary software, managed tickets using (BMC ticketing application), monitored services ensuring business satisfaction.

Supported meetings of more than 100 people in multiple conference rooms. Configured projectors, audio and video equipment to requested specifications.

Broward County Transit, Plantation/FL (2012 - 2013)

Information System administrator - System Administrator for Broward County Transit. Provided setup, configuration, troubleshooting and maintenance support for Desktops/Laptops/Servers, Cisco IP phones, Transit first and third party applications via in person, by phone or email.

Installed, configured, and maintained computer system for over 400 end users. Managed Active Directory Organizational Unit for the department along with each file and print servers.

Created, received and escalated a daily average of 15 helpdesk tickets via BMC ticketing software. Providing end user support for (Desktops, laptops, tablets, IP phones, blackberry's, iPhones, applications, network printers a

.nd resources.

;Administered backups, data restoration, hardware and software inventory. Also collaborated with Seniors I.T Staff members in regards to all I.T project. (ex: Virtualization migration)

Kaplan University, Fort Lauderdale/FL (2009 -2012)

Helpdesk Support - Three years' experience providing Helpdesk Support for over 3000 Kaplan University Students and Faculty members. Received and resolved student and faculty technical support issues, such as username/password, software, hardware, and general assistance with Kaplan web based Campus platform tools.

Supported both Windows and MAC Operating Systems

Supported 50-100 daily inbound student and faculty technical support calls, 100+ (during overtime hours) with first call resolution provided within 5min of each call, helping reduce average handle time by 50%.

Supported a daily average of 30 end-users via live person chat client software, averaging 30sec between response times.

Simplified more than 10 escalation procedures by creating 3 streamline and more unified based templates, helping to reduce wrap-up utilization time by 20.83hrs per week.

Resolved students and faculty technical support emails via Outlook, replying within 24hrs, outlining in detail, step by step instructions for resolution.

Professional Associations

CompTIA - The Computing Technology Industry Association. (2011 - Current)

Hosting Industry. (2011 - Current)

South FL IT Professionals (2011 - Current)

Additional Information

Comptia A+, N+ Certified (Career Id: 100*******)

Soft Skills: Excellent customer service, verbal and written communication skills. Ability to work effectively and add value as a team member.

Social Media Skills: LinkedIn, Word Press, Twitter, YouTube.

Interests: Building/Fixing Computers, Fitness, Flag Football

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