Technical Support Information Technology

Technical Skills

AirWatch

Apple, Android and Blackberry Support

Windows XP/7/8

Microsoft Office Support

Magic Ticketing System

SQL, Java, Oracle

Java Client

Net Login

People Soft

Professional Experience

Family Dollar – Charlotte, NC October 2015 – Present

Technical Support Analyst

Responsible for Mobile device support for Android, Apple, Blackberry and Windows based devices

Setting these devices up on exchange servers using incoming and outgoing service profile

Responsible for supporting Local area network within stores resetting switches or resetting network connections

Making sure each Point of Sale system is properly networked together

Maintaining store database services such as PLU and employee database

Responsible for Wide area network making sure stores are getting network services

Responsible for pinging switches and routers to test packets sent an received

Responsible for AirWatch connections for corporate mobile devices

Responsible for Magic ticketing system for maintain trouble documentation and scheduling technicians for visits

Responsible for help desk support for family dollar stores using various software tools such as

Provide technical support to over 8,000 retail stores across the country using remote tools

Troubleshooting point of sale equipment, and store IT network

Assist Store and District Managers with installing and troubleshooting POS Equipment

Diagnose issues and provide adequate plan of action for resolution.

Process Service Level Agreement tickets utilizing the Magic software

Ensure that issues are resolved on the first contact and provide follow up where needed

Red Ventures – Charlotte, NC April 2014 – June 2015

Call Center floor lead

Responsible for Interaction, with energy clients in Deregulated markets

Resolved issues in Volatile energy pricing educated clients on the benefits of deregulation and empowered those clients to take action

Managed business metrics and reporting and provided staff support through, coaching, training and agent development

Supported SQL tools and other database management tools

Conducted Oracle management tool

Responsible for Proprietary software used to look up customer information

Monitored and covered a minimum of 200 agents at a time per day and at least 15 agents directly for each manager’s team I personally covered

Education

Colorado Technical University, Colorado Springs, CO August 2013 – May 2015

Degree, Major, Bachelor of Science Focus in Information Technology

Contact this candidate