Support Customer Service

TOMMY A BURTON

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

McDonough, Ga. 30253

Cell 678-***-****

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

SUMMARY:

●Analytical Technical Specialist, adept at resolving complex network issues, with several years of experience in customer, applications and network support, critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards.

●Highlights: Troubleshooting proficiency, DHCP/DNS Ethernet, Exceptional telephone etiquette, MS Office proficiency, LAN aptitude, vast technical knowledge, Safari, Chrome, Fire Fox, and Internet Explorer. Support of Android, IOS devices and Blackberry. SEP ver. 12.1.6.

●Remedy, Salesforce, Servicenow, Office 2016, and Windows Server 2003. Windows 7, 8,8.1 and 10.

●Laptop, Desktop and Tablet support (Dell series C,D and E series laptop)

●Security Clearances: NACIC, and HSPD 12.

EDUCATION:

●Minot State College, Minot, ND

●Lake Region Jr. College, Devils Lake, ND, A.A.

TRAINING:

●MS Windows Core Technologies

●Network Planning and Installation

●Oracle 8 SQL and PL/SQL, and Oracle 8i Database Administration

●Autodesk Revit Architecture Fundamentals

●Fundamentals of Cisco Router Configuration

●Cisco Network Administration

Experience

Computer Support Technician

February 2016 – Present

JMA – Atlanta, Ga.

Computer Technician, provide exceptional computer support for the (EPA), front line support via telephone, and customer facing using the Remedy ticketing system, create and assign tickets to the appropriate groups., remote computer support using Bomgar, Windows 7 OS, participate in computer moves and setup, along with new laptop/tablet deployment. Maintain computer equipment inventory, image laptops/desktop computers, Office 365 (2016) support, Avaya IP phone support, install printers and scanners for specialized computers for production. Support of (EPA) applications, Active directory usage for account password resets and assigning users to the correct OU’s. Currently assisting with ArcGIS support.

Service Desk Analyst

April 2015 – February 2016

DHL – Norcross, Ga.

Service Desk Analyst, provide exceptional customer service and front line support via Email, ACD (automatic call distribution), outbound calls. Create new user accounts via AD, email accounts maintain computer equipment inventory, image laptops/Desktop computers and support Microsoft Outlook email accounts, Cisco IP phone setup support, install printers and scanners for specialized computers for production. Monitor Servers and VM machines for alerts and failures; determine the severity to make the correct action. maintain and increase industry knowledge on applicable products/applications via training, documentation and personal research. Maintain Inventory, shipping and receiving computer equipment to various DHL offices and Facilities. Customer support domestic and internationally. Using service desk ticketing system. Created user accounts, create and manage distribution list through MS Exchange.

Associate Customer Support Analyst:

June 2014 to December 2014

Amplify – Alpharetta, Ga.

As a Customer Support Analyst for Amplify, I assisted customers with technical issues and questions pertaining to IOS devices using products owned by Amplify, via incoming calls, emails, voicemail and chat sessions across multiple platforms and systems. Create and track support tickets for each issue with a high level of detail, log all contacts, properly categorize issues, and follow up appropriately. Research solutions to customer questions and problems using Knowledge Base or other relevant materials and provide timely follow-up for unresolved issues, Interact with support teams aimed at working toward problem resolution. Develop expertise of Amplifies proprietary products and systems.

Service Desk Analyst (EPIC Go-Live)

March 2014 to June 2014

Ettain Group – Kennesaw, Ga.

As an IT Service Desk Technician, interprets, analyzes, diagnoses, documents and resolves first level customer problems related to internal supported hardware, software, LANs and WANs with the objective of closing calls on a first call basis. Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to: the incident/problem tracking system, internal websites, software manuals, and other team members. Providing hands-on and remote support of hardware/software support issues affecting end users within the Wellstar Medical facilities in N. Georgia. Determine appropriate CTI for all opened tickets, also for escalating tickets as appropriate to ensure SLAs are addressed in a timely manner. Tools used to support users: Remedy, Active Directory, Windows XP/7, Citrix Xen Desktop., Novell, VPN, RDP, EPIC, just a few to mention.

Technical Specialist/Desktop Support

January 2005 to September 2013

Unisys Corporation – Atlanta, Ga.

Maintain close interface with clients and vendors on energy management projects relating to hardware and software implementation of Building Automation Systems connectivity and functionality, enforce network policies and procedures; this functions requires knowledge of various vendors’ hardware and software products as well as knowledge of network LAN/WAN technologies for troubleshooting, connectivity issues in various regional buildings. A member of application testing and quality assurance team for all new web applications development projects. Managed the Building Modeling Information projects database, provided technical advice and support on the various BIM tools used in the structural, mechanical, and architectural engineering disciplines to maximize the full functionality of the various software programs used by the client to perform 3D models of new construction and modernization projects. Consulting on hardware and software requirements, configuration on license servers needed for client server installations. Provides administration support for SQL databases, monitors daily scheduled jobs for completion, perform troubleshooting when job failures occur, and assists clients with issues relating to data integrity, reporting and queries, modifying stored procedures. Maintain content management graphical support to various business lines within the Division develops and provide documents that exist in a variety of text and graphical formats and converts them into appropriate hypertext and graphic formats suitable for publishing on the Internet. Create brochures for surplus sales used by the Government Disposals Division. Build and maintain kiosks for various Federal buildings, using Adobe Suite to create, update, and modify presentations used for missing children displays.

Network Engineer/Desktop Support

January 1997 to September 2005

Unisys Corporation – Atlanta, Ga.

Provide network infrastructure support for GSA Southeast Region, Maintained consistency and integrity of documents across the document/drawing storage mechanism, network, and workstation AutoCAD installations and configurations; converted existing drawings to incorporate into an Oracle database for the Southeast Region. Provide workable solutions for hardware and software configuration problems encountered with new applications and hardware. Provided network/telephone support for 1,000 users, also maintained the recovery media, transaction database for AutoCAD database storage module, traveled to various field offices within the Southeast region, for server upgrades, cabling, new computer setup and general system support, including configuring remote dial-ins. Cited for correcting issue for standalone printers, printing from Citrix Metaframe Server/Client. Additional duties in the general support area required extensive knowledge of various operating systems. Position included Desktop Support Group Team Leader, which required staying current with the industry technologies to provide support and task assignments to the Desktop Support team. Spearheaded disaster recovery effort for government agency, I was also cited for the undertaking of this project.

Contact this candidate