Support Customer Service

Professional Summary

Microsoft and CompTIA certified technician. Desktop Support Manager, Network Technician, Helpdesk Support Professional and a Customer Support representative.

Follows standard IT practices with sensitive IT and business data and information.

IT Professional with 17 years of progressive experience in the IT industry with strengths in

Promoting excellent customer service and leadership with IT peers and business clientele in day to day activities

Analyzing Technical issues

Experienced in documenting operation processes

Active Directory Creating accounts, Security groups, setting group policies

Using Network tools to find connection breaks and to spot rouge network devices

Resolving network connectivity from the source switch panel to the end network device

Finding resolutions with a team or individually

Build and maintain, troubleshoot, and complete repairs on servers, desktops/workstations, mobile laptops/notebooks, and printers

Communicates effectively with both IT peers and end users

Resolving software conflicts with new software upgrades

Planning for Hardware/Software rolls outs

Software/Hardware installs or repairs

Technology Summary

Certifications:

CompTIA A+, CompTIA Network+, Microsoft Certified Professional, Microsoft Certified Technology Specialist/Windows Vista Configuration.

Systems:

Windows /XP/Vista/Windows 7/2003/2008, Mac operating systems.

Databases:

Schooldude, Spicework ticketing and Asset tracking, Altiris Ticketing system, Remedy ticketing system.

Technology:

Troubleshooting, Communications skills, workstation/laptop/server/printer repair, Networking protocols LAN/WLAN/Network printers, VPN, TCP/IP, Patching cables.

Software:

MS Office, Lotus Notes, Altiris, Remedy, Spiceworks.

Work Experience

October 2013 – January 2017 Campbell University, Raleigh, NC

System Administrator/Helpdesk support

Built new Servers (2012) to replace the old outdated servers (2003/2008)

Create security groups and Group Policies

Created a print server and setup all of the networked printers to be managed by the print server

Managed the vSphere to manage all the virtual machines, and monitor disk space

Created a print server and setup all of the networked printers to be managed by the print server

Manage Active directory accounts and password reset for all Faculty/Staff and students

Created and updated images used to deploy new computers or re-image problematic computers

Manage and update the student portal web pages (ColdFusion 9)

Assist Main campus in supporting the Student printing system (Pharos)

Setup system to monitor assets and manage computer that are ready for end of life cycle

Setup system to monitor assets and manage computer that are ready for end of life cycle

Provide Computer and Tegrity setup support for classrooms

Support the students laptop and mobile devices (mac, pc, IOS, Android)

Maintained the Digital Signage and updated new content for the signage displays

October 2011 – October 2013 William Peace University, Raleigh, NC

Desktop Systems Manager

Procuring new software and hardware

Management of student workers

Project management of new Smart rooms installations working with venders to schedule installations

Worked to create a new end of life cycle for aging desktop and Laptop equipment working through several venders to find the best pricing for the University to reduce the high cost of information Technologies equipment

Setup a new Asset tracking database (Spiceworks) to track warranty, location, assignment, and Purchase cost

Setup new deployment system to reduce time with imaging computers on the network at a huge savings to the University

Setup a new Antivirus system to better protect the network from exploits to the network equipment

Setup a new password recovery system for users to use to reduce delays with getting Network passwords reset.

Setup a partnership with equipment recycler to reduce cost of ridding of our old equipment with two venders for a long term contract

Provide desktop support using remote desktop or deskside visit

Work Experience

March 2011 – October 2011

Desktop Support Manager

Reset Passwords for Students/Staff/Faculty

Create Deployment Images for Campus computers using Acronis True Image software

Supported Campus with 18+ Classrooms and several office with desk side support to expedite trouble tickets to create a working environment for the University

Collected Asset Inventory of the College Desktop, Desktops, and projectors

Cleaned up and restructured the Active Directory (in preparation for the Novell removal project)

Created a new image for the Campus computers (operating system) on the Campus computers on the college Administrative, Faculty/Staff and classrooms to provide a more reliable and stable computing environment.

Setup the Faronics Deep Freeze system to control the Classroom and public facing computers to prevent unwanted Software from being installed to prevent computers from catching virus’s and malware

Assisted with Printing, Exchange, and Novell Client access.

Performed upgrades to department software

Hired full time to William Peace University

April 2005 – February 2010 Time Warner Cable

Morrisville, NC

Senior Helpdesk Analyst

This was a senior technical support role were I was senior support analyst for the IT helpdesk as well as an offsite Technician to support the IT infrastructure hardware and software in remote sites. In this role I was supporting the company users from the call center representatives to the VP’s offices with their computers, cell phones, desk phones, network printers, telephony support and video conferencing equipment via phone, remote connection or desk side visit. I also worked with the engineering team to assist in network resolutions on new software implementations and hardware setup for remote locations.

Active Directory Administration for resetting passwords, changing access permissions and adding new equipment to the network

Troubleshoot computer software errors to restore application functionality or find workarounds during new software rollouts

Utilized network tools to find rouge routers on the network and to pinpoint network connection conflicts

Performed network troubleshooting in wiring closets to assist network Engineers with unlocking ports and tracking down faulty patch cables

Configure and provide support for Cell phone and Blackberry PDA’s

Imaged workstations and laptops to remedy problematic systems

Configure broadband wireless cards in Laptops for the Installation and maintenance technicians

April 2004 – April 2005 Time Warner Cable

Morrisville, NC

Senior Support Technician

This was a senior customer support role (tier 3) supporting the Time Warner Cable high speed internet, wireless home networking and digital phones. In this role I was also Lead support for the tier 3 customer support team

Trained new Technician’s on the Time Warner Digital phone support procedures

Handled Escalation tickets to work directly with customers to resolve home networking and digital phone tickets

Troubleshoot network connectivity of the Cable broadband modems

Configured Wireless routers for Customers through Remote connection to restore connectivity

Created and followed up on tickets using Remedy system and document the call in the billing system to resolve escalated tickets and improve customer satisfaction for the company

Worked with MCI Switch board to resolve Porting issues for VOIP phones

Collaborated with Provisions Team to resolve various billing and porting phone numbers to Digital phone service

Education

Global Knowledge – Raleigh, NC - 2008

MCSA boot camp (working to complete test 70-291)

New Horizon – Morrisville, NC -2007

Planning and Maintaining Microsoft Windows Server 2003

Productivity Point Training Center – 1999

MCSE training for Windows NT 4.0

Wake Tech – Raleigh, NC - 1999

PC Repair (no Certificate for this class)

Alphanumeric Training Center 1998

CompTia A+, Network+ training

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