Customer Service Technical Support

TIER * TECHNICAL SUPPORT

Technical Skills

Adaptable; quickly master legacy systems, and regularly research and analyze emerging technology trends to assess potential organizational impacts.

Experience across diverse environments – desktop, managed IT, corporate, and multi-site operations.

Translate complex technical concepts for all end users, including executives and C-level leaders.

Highly knowledgeable in cloud computing, deployment, and troubleshooting.

Follow ITIL disciplines

Networking

ALL LAN/WAN Network Infrastructure ~ TCP/IP Troubleshooting ~ VPN ~ RDP ~ VOIP

Hardware and Peripherals

PCs ~ Macs ~ Laptops ~ Terminal Server ~ Citrix Server ~ Tape backups ~ Printers ~ Hard Drives ~ CD/DVD players ~ Hubs ~ Switches ~ Routers ~ Firewalls ~ VPN devices, VOIP ~ All Modem Types ~ Wireless Networking Devices ~ Android ~ Blackberry ~ iPhone ~ iPad ~ Network Cards ~ Scanners

Applications

Windows Server OS 2000 - 2016 ~ Microsoft Exchange 2010 2016 ~ Windows OS ( 98, XP, 2000, Vista, 7, 8, 10) ~ Mac OS ~ iOS ~ Linux ~ Microsoft Office Suite 95 to 2016 ~ Office365 ~ MS Lync ~ Great Plains ~ Internet Explorer ~ Foxfire ~ Chrome ~ Safari ~ McAfee Antivirus ~ Symantec Ghost ~ Norton System Suite ~ VMware ~ Hyper-V ~ Terminal Service ~ GroupWise Server ~ SQL ~ Active Directory ~ ShoreTel ~ Exchange ~ Acronis ~ Altiris ~ Remedy ~ Clarity ~ Adobe Suite ~ Remedy ~ Citrix ~ Connectwise ~ LabTech ~ Web-based POS/Billing ~ Intelligent Call Routing ~ CRM ~ CAD

EXPERIENCE

Tech Support Tier 2 Tech Staff (Company closed its doors.) Mar 2016 – Dec 2016

• Managed IT 8 different doctors’ offices and 6 other business type for an MSP.

• Made sure to have all technologies used adhere hipaa compliant.

• Perform onsite analysis, diagnosis, and resolution of complex desktop, smart phone problems for end users, plus recommend and implement corrective solutions, including offsite repair for remote users as needed.

• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, Macs, servers and related hardware and software in order to deliver required desktop service levels.

• Receive and respond to incoming calls, e-mails or walk-ups regarding desktop problems.

• Was the network administrator and ensured efficient operation of the company’s desktop computing environment.

Tech Support Tier 2 SACA TECHNOLOGIES 2014 – 2015

Provided managed IT, cloud, and virtualization support for corporate customers in diverse sectors including finance, government, healthcare, human services, and manufacturing.

Surpassed team performance for ticket resolution by 300%.

Tasked as lead technician for 3 special teams providing dedicated client support.

Resolved year-long problem affecting specialized tax software.

Served as client champion with network service provider to resolve persistent connectivity issue and recoup 3 months of billing; reduced outages from 30 times per day to less than 1 per month.

Selected by peers as company’s first Employee of the Month.

Business Technical Support Tier 2 (Contract) COX COMMUNICATIONS 2013

Took initiative to tackle extensive backlog; completed 40-50 tickets per day and eliminated backlog in 2 months, freeing up employees to focus on special projects.

Entrusted to manage department during professional development training for employees.

Desktop Support Level 2 and 3 (Contract) PIMCO 2011 – 2012

Supported 2,500 worldwide users and 300 applications in call center environment.

Trained 3 new staff; team produced work equivalent of 10-member team.

Optimized tools to increase efficiency for large-stage computer moves by 60%.

Senior Desktop/Helpdesk Specialist ALEXANDER’S MOBILITY SERVICES 2008 – 2010

Collaborated within 2-member IT department to support 250 staff in 8 locations.

Reduced problem calls from 15 to 2 per day.

Delivered 300% increase in system responsiveness for all remote offices.

CERTIFICATION

A+ Certification, CompTIA

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