Customer Service Technical Support

Andrew Zelitsky

**** *. ******** ** **** **F Chicago, IL 60660

T 312-***-**** • E ******.********@*****.***

Skills

PC Support Technician: Knowledge of PC hardware and software; setup, maintenance, and troubleshooting, Mac troubleshooting. Knowledge of networking – LAN/WAN technologies, Internet, wireless, DOCSIS, VOIP. Windows 7/8/10, Server 2008/2012, Active Directory/GPO policy, VMware VSphere and Horizon View Administration, MS Office, iPhone/Android.

Certifications: CompTIA A+, Network+, Security+

Customer Service: Knowledge of technical support, serving, cashiering, sales, inventory management. Other Interests and Skills

Foreign Language: Fluent in Russian

Work Experience:

Kinship Trust Company Chicago, IL

Technical Support Engineer April 2016 – December 2016 IT Help Desk – Responsible for hardware/software support in a mixed Windows 7/8/10 VMware 6.0 and 7.0 environment. Supported Windows tablets and thin clients, Macs, iPhone/Android devices, MS Office 2016, Outlook/Exchange, mobile email, remote access, RSA security, A/V phone and videoconferencing, cloud storage/file sharing. Created and maintained end-user documentation for IT resources. System Administrator duties – management of WSUS update server, creation and deployment of GPO/security policies in Windows 2008/2012, creation/maintenance of virtual machines in VSphere and Horizon View Administrator, IT asset management using WASP Mobile Asset database. FactSet Research Systems Chicago, IL

Corporate Support Engineer August 2013 – August 2014 IT Help Desk – Responsible for user account creation/management, PC/Network maintenance – PC Hardware, Windows XP/7, OS imaging, Active Directory, Citrix, Outlook, SCCM, MS Office, software updates, Dell laptop upgrades, network security, VPN/remote connectivity, iPhone and Blackberry Administration. Provided phone/email support, as well as managing pc/phone inventory.

MMPI, Inc. Chicago, IL

LaSalle Network Contractor June 2012 – December 2012 IT Help Desk – IT helpdesk support. Responsible for user account creation/management, PC/Network maintenance – PC Hardware, Windows XP/7, OS imaging, Active Directory, Citrix, Outlook, MS Office, software updates, network security, VPN/remote connectivity, and Blackberry Administration. Provided phone/email support, as providing setup and technical assistance for trade shows.

U.S. Army ROTC Chicago, IL

HP/Teksystems Contractor July 2011 – November 2011 IT Help Desk/Admin – IT manager for U.S. Army ROTC 3rd Brigade Headquarters, contracted through Hewlett-Packard and Teksystems. Responsible for user account creation/management, PC/Network maintenance – PC Hardware, Windows XP/7, OS imaging, Active Directory, Citrix, Outlook, Sharepoint, software updates, network security, VPN/remote connectivity, and Blackberry Administration. Also served as liaison/support for 39 university ROTC programs reporting to 3rd Brigade – phone/email support, as well as traveling to universities and providing support in a variety of OS/networking environments. Freelance Russian Linguist Columbus OH & Chicago, IL Russian tutor, translator/interpreter January 2011 – Present Privately tutored students in Russian language, as well as Russian interpretation/translation services.

Time Warner Cable, Inc. Columbus, OH

Tier 3 Business Class Technical Support January 2010 – July 2011 IT Help Desk/Customer Service – call center support for broadband Internet and VOIP digital phone services; connectivity problems, networking and PC troubleshooting for small-to- medium size business customers.

Used Remedy/ticket-based call escalation and Citrix to assist customer service in resolving customer issues.

Supported Business Class customers through Regionalization – transition from supporting Mid-Ohio area to entire Midwest Region of Time Warner Cable Support. Assisted with Process Development – helped create and revise new processes and procedures to adapt to a vastly expanded coverage area of regional support. High Performance – consistently high call statistics/customer service ratings, won monthly award for highest call volume/number of customers supported twice. Tier 3 Technical Support September 2008 – January 2010 IT Help Desk/Customer Service – call center support for broadband Internet and VOIP digital phone services; connectivity problems, networking and PC troubleshooting. Used Remedy and ticket-based call escalation to assist customer service in resolving customer issues.

Blue Egg, Inc. Boston, MA

Intern – Computer Data Specialist August 2006 – October 2007 Administrative/Clerical/Research Tasks – Collection of internet/web data, spreadsheet creation/maintenance, Email correspondence, copy editing, product research. U.S. Air Force – Ohio Air National Guard Columbus, OH Avionics Technician August 2004 – August 2010

8 months active duty Air Force – basic training & technical training. 40 months hands-on experience at Rickenbacker Air National Guard Base. Served in Turkey supporting Operation Enduring Freedom – Feb, 2007, 2010. Secret Security Clearance.

EDUCATION: Ohio State University Columbus, OH

Psychology Honors Program March, 2006

BA in Psychology

Tech Skills Columbus, OH

Certification Courses August, 2009

CompTIA A+, Network+, Security+

Columbia College Chicago Chicago, IL

BA in Music & Studio Technology May, 2016

References:

Marta Kagan – Blue Egg, Inc 617-***-**** *********@*****.*** James Colello – FactSet Research Systems 312-***-**** ********@*******.*** Punit Patel – MMPI, Inc. 312-***-**** ******@*****.***

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