Technical Support
Resume:
MIKE BEWLEY
Carlsbad, CA *****
**********@*****.***
PROFESSIONAL SUMMARY
Skilled technical professional demonstrating knowledge and skill with various PC-based operating systems, networks, hardware and software applications. Trained to support end users in a various OS environments via telephone, remote desktop and hands-on support. Diagnose and troubleshoot PC and network problems. Install and configure software onto individual and networked systems. Set up PCs, printers, modems, monitors, and other ancillary equipment and attach them to networks. An effective communicator with solid professional abilities, a strong work ethic and a commitment to excellence.
Qualifications Summary
• Computer operations background involving installation, maintenance, and troubleshooting of PC hardware, LAN and WAN equipment and numerous software applications.
• Ability to translate technical information and make it more easily understood by nontechnical audiences.
• Experienced with various proprietary and non-proprietary remote connection applications, ticketing systems, CMS software
• Experienced technical support with various operating systems including Linux, Microsoft Windows XP through Windows 10, Windows Server, MAC OS, Android, BlackBerry, iOS and more PROFESSIONAL EXPERIENCE
Processing Point, Carlsbad, CA 10/2014-01/2016
Tier 2 Technical Support/ Technical Trainer
• Provided base level IT support to technical and non-technical customers
• Evaluated and conducted technical and functional research and analysis
• Assumed ownership of all company training program initiatives
• Troubleshot Windows, MAC, Linux, iOS, Android OS LAN/WAN connectivity issues verifying DHCP IP address leases, Static IP address, DNS resolution, Router configurations
• Supported proprietary Android POS software at the root level Home Controls Inc., San Diego, CA 10/2012-03/2014
Support Technician
• Troubleshot and solved customer support issues in a call center environment
• Managed LAN and company peripherals. Kept employees workstations in good working order
• Provided professional technical support via remote access, telephone, and email
• Assisted clients with system design and handled projects from cradle to grave LoadSpring Solutions, Carlsbad, CA 04/2012-08/2012 Customer Support Specialist (contract)
• Installed, configured, and cupported client-server applications, and web applications running on Citrix XenApp and Windows Server in a call center environment
• Troubleshot web server related problems running on IIS, WebLogic, WebSphere, Jboss, Apache
• Supported multiple client-server applications including SharePoint, Enterprise Project Management software, Email
• Configured various OS softwares for VPN connections
• Managed 1000+ SpringBoard portal users utilizing Active Directory Sound-Elkin Technologies, Carlsbad, CA 08/2010-08/2011 Technical Support Representative (contract)
• Troubleshot and solved customer support issues in a call center environment
• Monitored systems via remote log in
• Provided friendly technical customer support via telephone and electronic help desk
• Performed and facilitated the return of warranty items
• Completed call logs and reports with extensive typing and data entry
• Provided customers with knowledgeable product and service information Burly Incorporated, San Diego, CA 05/2007-07/2010
Technical Support
• Handled customer service correspondence
• Trained new personnel
• Performed troubleshooting, repairs, and upgrades for company’s local area network Avech Direct Computers, Woodland Hills, CA 03/2005-04/2007 Technical Support
• Assisted customers in choosing the right computer equipment to fit their specific needs
• Technical support to end users via telephone, remote desktop and desk side
• Conducted product training for sales staff
Wireless One, Chatsworth, CA 05/2003-02/2005
Sales/Technical Support
• Troubleshot technical issues in a call center environment
• Built and maintained customer database
• Technical support for large cellular carriers
• Handled customer service
Mobile Planet, Chatsworth, CA 09/1999-04/2003
Technical Support/Customer Service
• Assisted customers with mobile computing purchases
• Technical support for end users in a call center environment
• Offered technical solutions to value added retailers based on application
• Provide remote and on-site end user support
EDUCATION
Pierce College, Woodland Hills, CA
Technical Illustration
Kaplan College, Vista, CA
Computer Support Technician
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