Customer Service Technical Support

PROFESSIONAL SUMMARY Progressive computer/network operations experience identifying, and troubleshooting techniques for personal computer components. Used excellent communication and utilized diagnostic skills. Installed, configured, optimized and upgraded hardware components. Exposed and worked with Active Directory. TECHNOLOGIES ACTIVE DIRECTORY MICROSOFT OFFICE SUITE CISCO PHONE SYSTEM A/V CAMARA CONFERENCE WINDOWS 7 ENTERPRISE BASIC IN TCP/IP AND WAN BASIC IN NETWORKING WIRELESS CONNECTIVITY CUSTOMER SERVICE SKILLS CONFIGURE ANZIO CONFIGURE SCANNERS REMOTE CONNECTION MICROSOFT OUTLOOK INSTALLING SOFTWARE ACRONIS TRUE IMAGE 7.0 LOCAL PRINTERS NETWORK PRINTERS REPAIRING HARDWARE MICROSOFT EXCHANGE 2010 WINDOWS SERVER 2012 WINDOWS SERVER 2003 DHCP DNS CISCO VPN PROFESSIONAL EXPERIENCE IT TECHNICAL SUPPORT SPECIALIST NOVEMBER 2016 - PRESENT ROBERT HALF TECHNOLOGY//NICE ACTIMIZE HOBOKEN, N.J. 07030 A wholly owned subsidiary of NICE Systems, It provides financial crime prevention, compliance and risk management products and services industry. It is primarily headquartered in New York City, United States. Provide phone support to local and international end users. Assist end users with CISCO phone system. Provide support to users via Microsoft Office Communicator Remote assistance to users via VPN Open and close Service Desk, tickets via ServiceNow. Image ThinkPad T Series Laptop via SCCM. Swap SSD in new laptops. Use Microsoft Office Communicator SERVICE DESK AND NETWORK ANALYST FEBRUARY 2016 – AUGUST 2016 ROBERT HALF TECHNOLOGY/HAMBURG SUD NORTH AMERICA MORRISTOWN, N .J. 07960 Global operating transport logistics organization functioning since 1871. It ranks among the world’s ten largest container shipping lines, and it is one of the leading providers in the North-South trades. Provide phone support to Local and International users Process user emails using in-house ticket system Provide assistance with Remote Access, and VPN connectivity Active Directory and Oracle user Administration Hardware/Software installation and configuration ITIL Compliant Spanish to English translator TeamViewer Connection Provide Level 1 and Level2 service Ping Router and Thin Client Joint printers to the network Ping Terminal Servers Ping Laptops Ping Desktop Workstations 7 Enterprise Check if ports are active through IPScan-win 32-3.0 Open, and close Service Desk and Incident tickets HELP DESK/TECHNICAL SUPPORT NOVEMBER 2014 – JULY 2015 POWERSTAFFING / WESTERN LOGISTICS NORTH BERGEN, N.J. 07047 Leader in the wine and spirits industry, offering transportation, warehousing and specialized services to a broad range of companies. Deliver the highest quality customer service at competitive prices utilizing technology to create new opportunities. Image and install computers Install, prepare and download Windows 7 Install MFPs KYOCERA Install and set up HP printers Create accounts in Active Directory Configuring a DHCP scope Create user’s profile Create user’s profile for recipients Swap IP addresses Swap computers Swap monitors Create user in Anzio Configure scanners 7535/7535 G2 Pinpoint phone lines in the data room Reset Verizon System Multitasking Skills Microsoft Office Suite Wireless Networking Repairing Hardware Video/Camera Conference Connection Remote Connection Customer Service Skills Basic in TCP/IP and WAN Microsoft Office 2010 Basic SharePoint Search sites and Child sites provide permission to documents SharePoint three state workflow Add new contents Edit and profit existing contents Microsoft Office 2013 Windows Server 2012 Windows Server 2003 Spring Phones Verizon Phones Black Berry Phones Work with Windows 7 Join Computers to the Network Check AP Mac OS X 10.7.2 Lion Mac File Sharing Mac User Accounts Mac Set up printers Mac System functionality Exploring Mac Desktop

ASSISTANT MANAGER AUGUST 2010 – NOVEMBER 2014 LITTLE MAN PARKING INC. JERSEY CITY N.J. 07302 Little Man parking is a medium sized owner operated parking garage company that has been in the parking business since 1999. Its niche is to provide the type of personalized, hands on attention to detail that competitors are unable to provide. It delivers professional, efficient and courteous service to each and every facility in operations. The secret of Little Man‘s success is that each of Little Man’s location is supervised directly by the owner. This creates a variety of benefits.

Provided customers a high quality service Checked daily reports Interfaced with customers on the phone Patrolled Gotham garage 24/7 Monitored cameras 24/7 Prepared operation daily reports Checked collection, and contacts reports Managed different accounts Technical support with automated system

PROFESSIONAL EXPERIENCE

HELP DESK TECHNICAL SUPPORT MAY 1995 TO FEB 2008 ROSE ART INDUSTRIES LIVINGSTON, N.J. 07039 The fastest private growing crayon producer in the world with Rose Art’s products numbering over 1,500, include a wide array of arts and crafts and stationery items, as well as toys, writing instruments, and bulletin and dry erase boards that are sold at leading retailers, including Walmart, Target, Toys R Us, KayBee Toys,, Walgreen’s, and A.C. Moore.

Provided Technical experience and knowledge with problem analysis to all calls for help desk Proficient with help desk phones, computers, and Microsoft Office Installed software Repaired hardware Joined computers to the network Installed Microsoft Vista Installed Windows XP Installed Microsoft 2000 Installed Norton Antivirus Installed GroupWise 6.0 Configured modems Network connectivity Wireless connectivity Installed printers Interfaced with Sales Rep EDI ANSI transactions Interfaced with A/P and A/R Set up VANs Troubleshoot EDI Server Troubleshoot inbound orders using TP PC32 Sent acknowledgements Sent ASNs Made resources available to the end users. Lotus Notes Business Computer Projects Virtual Private Network

EDUCATION

BACHELOR OF SCIENCE: SECURITY SYSTEMS, 2017 UNIVERSITY OF PHOENIX Coursework in Information Technology and Applications Training in Customer Service for Technical Support Coursework in Business Analysis Completion of Software Life Cycle Models Learning Algorithm

NETWORK SUPPORT/MICROSOFT CERTIFIED IT TCS INTERNATIONAL Coursework in Operating Systems, Algorithms, and Programming Languages Coursework in Computer Science and Engineering Training in Customer Service for Technical Support Coursework in Information Technology and Computer Applications

A.A. COMPUTER SCIENCE CITY UNIVERSITY OF NEW YORK