Information Technology Customer Service

L. Gregg Fuller

*** ****** **** *****: 864-***-****

Greer, SC 29651 Email:************@*****.***

Experienced and accomplished Information Technology Professional, possessing progressive experience in desktop support, end user management, troubleshooting, training, application setup, and customer relations. An outstanding team player distinguished for conducting detailed evaluations of user issues to identify existing problems, and provide viable solutions. An exceptional communicator with strong analytical, problem resolution and client-needs assessment aptitude.

Areas Of Expertise

Hardware Installation

Troubleshooting

Training

System Upgrades

Desktop Support

User Management

Application Setup

Team Leadership

Conversions

Help Desk

Customer Relations

Escalation Resolution

Professional Experience

Knights Apparel (Bought by Hanes) (Contract) Feb 2017 – July 2017

IT Help Desk Analyst

Handled desk side, telephone, and remote support for a manufacturing company.

Supporting users with their Laptops, Desktops, Apple and Android Tablet and phones, MiTel VOIP Phones, Pocket PC’s, Windows XP – 10 for 150 users locally.

Access the Dell PowerEdge Server, Administer Server Backups.

PolyPore International Nov 2012 – Apr 2016

IT Support Analyst

Primarily responsible for providing end user support and customer service on various computer applications, platforms, and hardware. Focusing on advanced troubleshooting and guidance on appropriate resolutions.

Handled desk side, telephone, and remote support for a global manufacturing company.

Managed password, printer and terminal resets on multiple platforms, configurations and connections.

Delivered efficient caller training, application setup and connection issues with VPN, LAN and WAN.

Responsible for creating detailed documentation and solutions to issues.

Configure and deploy thin clients, laptops, and computers, then transfer old data and tweak user profiles.

Setup CISCO phones and maintain end user configurations.

Setup and training on Smart Phones/Tablets (Android-iOS-Blackberry) for access to corporate systems.

GENSPRING FAMILY OFFICES (SunTrust Bank) Apr 2006 - Jun 2012

Help Desk Analyst/ Desktop Technician

Meticulous information technology professional responsible for providing desktop support on computer hardware and software to internal users at all levels within the organization.

Installed and configured workstations, laptops, and printers.

Developed images utilizing Bart PE and SnapShot.

Managed calls, emails, and tickets with speed, efficiency, and professionalism.

Handled first, second and third level issues with equal accountability.

Assisted users with troubleshooting problems, while utilizing Dameware and GoTo Meeting to access their machines remotely when applicable.

Managed 400 users from Executive to professional levels working out of various offices throughout the country.

Led teams to go to various locations for software upgrades, and hardware conversions.

Education & Professional Development

Bachelors of Science, Office Admin- Information Systems, University of South Carolina, Columbia, SC (1994)

Associates, Elementary Education-Hearing Impaired, Spartanburg Methodist College, Spartanburg, SC (1991)

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