Customer Service Support

CAREER OBJECTIVE

I’m an enthusiastic highly experienced IT professional with over three years of experience in monitoring and supporting network devices. My most recent role required me to be proactive in identifying, investigating and resolving technical incidents and problems in a highly complex environment and within the Service Level Agreements.

I’m currently seeking to transition to an organization where my skills can be utilized in ensuring that clients receive efficient and comprehensive resolution of incidents and requests.

CERTIFICATIONS:

ITILv3 Foundation Level- in progress

KEY PERSONAL ATTRIBUTES:

Excellent verbal and written communication skills with team members, management and clients

A keen attention to detail by ensuring all pertinent information regarding a case is captured and logged

Demonstrates strong problem analysis and solution formulation skills by identifying the root cause of incidents and taking full ownership for resolution

Demonstrates excellent customer service orientation

Ability to work effectively in a team environment

Demonstrates flexibility required in providing 24x7on-call support to ensure service continuity

Competence in multi-tasking and managing client requests with competing priorities

Excellent planning and time-management skills

Demonstrated ability to cope under pressure

Passionate about IT solutions with a continuous willingness to learn

TECHNICAL SKILLS

Administering network infrastructure devices in a Windows, Linux/Unix Operating System

Configuration and Managing of Windows Servers and end-user Workstations.

Strong knowledge on IT infrastructure and systems

Administration of Oracle Backup/Recovery solutions

General knowledge of Network management using Cisco Networking protocols (LAN and WAN)

Computer component assembly and installation and maintenance.

Software languages: Java, HTML, VB, C++, C#/XNA

WORK EXPERIENCE:

Wolters Kluwer Atlanta, GA

Systems Analyst November 2016 – April 2017

Monitor the systems and applications for errors and immediately alert the appropriate person to assess the issue and allow them to resolve the issue in a timely manner.

Capturing technical data and information.

Delivering presentations and progress reports to senior managers.

Carrying out daily checklists from various systems.

Creating and maintaining support documentation.

Gathering the systems functional and non-functional requirements.

Escalating unsolvable problems.

Responsible for opening up phone calls, opening up bridges, and escalating to team members on issues.

Monitoring the environment and troubleshooting issues at hand.

Fielding calls from customers to assess issues as well as notifying internal team members of the issues within the environment.

Responsible for providing a detailed report on the environment every hour to the appropriate engineering and management teams.

TRAVELPORT Atlanta, GA

Systems Administrator July 2013 – May 2016

Managed and maintained of all servers and workstations on a daily basis to ensure that all network equipment is running optimally on the client’s network.

Identified problems and errors prior to and when they occur and logged all such incidents in a timely manner with the required level of detail.

Took full ownership of reported incidents to ensure that the issues were managed to resolution within the service level agreements. Where necessary, escalated requests and exceptions to Level 3 support.

Installed, configured and tested new equipment on the network to ensure that the client requirements were met.

Performed monthly maintenance by ensuring that operating systems were routinely updated with the required security patches including anti-virus software.

Provided network support to clients which included monitoring, troubleshooting and support for networking operations

Provided weekly reports on status of all hardware equipment and assigned duties.

Produced breach reports to identify failures and shortcomings on the network

Provided Level 2 on-call 24x7 support.

Was available after-hour support which ensured business continuity for clients

Built, configured, and maintained Windows laptops and desktops for the end users

Regularly communicated with engineering support teams to apply operating system updates into production systems.

Provide continuous feedback to clients and affected parties on the logged requests

Manage the backup process to ensure successful recovery procedures.

Provided the necessary handover procedures in cases where shift work was required

Strictly complied with the prescribed processes and procedures established by Travelport for their clients

Provided telephonic support to clients when required and updated the relevant systems

Provided technical leadership to project teams when required

Edmo Agencies LLC Marietta, GA

Technical Support May 2005- April 2013

Provided resolution to hardware and software related issues.

Provided technical advice on using the PC and printer.

Provided technical advice on upgrading hardware and software

EDUCATION:

Southern Polytechnic University Marietta, GA

Bachelor of Applied Science in Information Technology May, 2013

Chattahoochee Technical College Marietta, GA

AAS in Computer Information Systems December, 2011

Hope Scholarship recipient 2009 - 2012

Diploma Kennesaw, GA

North Cobb High School May, 2008

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