Technical Support Customer Service
Resume:
Brandon Jones
Dallas, Texas *****
**********@*****.***
Summary
Result driven IT Professional with an outstanding record of delivering large scale IT and Customer Service improvements initiatives on time and within budget. Provide effective solutions that directly support corporate business objectives. Extensive experience with fast paced environments where amalgamation, dealing with ambiguity, problems solving, conflict management, risk aversion, meeting deadlines, and drive for results have all been key success factors. Posses excellent communication and presentation skills with a broad knowledge of technology used in today's competitive business environment, including adaptability to new technology. Customer oriented with a keen attention to detail. Primary areas of expertise are in Technical Support, Desktop Management, Infrastructure and Services Planning, Deployment, Customer Support, and Client and Vendor Management. Energetic, motivated with a commitment to excellence.
Sr. Exchange Escalations Engineer
Microsoft Irving, Texas December- Current Contract with Collabera 18 Months/ Perm
Responsibilities: Deliver Exchange On Premise support for Premier customers. Assist customers mainly via phone and email with a callback model meaning that the engineers are assigned cases, and have at least some time to review issues before calling customers. Primary role is to help customers resolve the issues with Exchange products. Provide messaging engineering and support in an enterprise environment. Migrating Exchange Server on-prem environment to a hybrid cloud infrastructure.
Provide senior level support to email infrastructure and environment; design, implementation, and administration services, to include email archival and spam support systems
Identify opportunities to develop system tools and utilities (i.e. scripts, etc.) to simplify and support IT and business operations
Maintain technical standards & server security policies
Patch Windows servers and associated hardware components, both software and firmware, on scheduled basis as well as urgent security releases
Document and improve upon processes, procedures, and best practices to align with industry standards and customer needs
Experience with support and build/implementation/consolidation in Windows Server OS, 32 & 64 bit system architecture using Intel/AMD hardware platforms
Experience with Microsoft Windows Cluster Servers
Knowledge of Exchange/Outlook mail cluster on-premise and cloud infrastructure systems, Enterprise Vaulting/Archival Systems, Spam/Phishing prevention support systems, and Mobile Device Security support systems. Administration and migration experience with directory services, such as Active Directory, LDAP authentication
Technical Support Analyst
Mercedes-Benz Daimler Financial Services Ft. Worth, Texas July - December
Responsibilities: Manage and configure new drops/ports for new offices, cubes, phones, Add hardware devices to VLAN, monitor network, back up procedures, configure switches, routers and make sure the cables are connected properly while maximizing the usage of cisco equipment (routers, hubs, switches), and maintains application equipment, support application and infrastructure environment.
Determine application needs and incorporate them into the design and overall plan for support. Organizes and coordinates the activities associated with installation, deployment, and upgrade of software and hardware relating to application environment. Responsible for acting on existing Level 2 (L2) and Level 3 (L3) trouble tickets established in the tracking system.
Receive complex tickets that Level 1 (L1) help desk support and technical support analyst cannot resolve. Identifies, researches, and resolves technical problems proactively establishing root cause and mitigation recommendations to prevent further issues. Documents, tracks and monitors the problem to ensure timely resolution. Responsible for customer service and end-user training.
Familiar with a variety of the field’s concept, practices, and procedures.
Relies on experience and judgment to plan and accomplish goals.
Performs a variety of tasks. Creativity and latitude is required.
Operating systems/APIs - Windows System Center Products (SCCM, SCOM, SCSM, SMS, SCO) Microsoft Exchange, Lync, Share Point
Security (e.g. Authentication/Authorization, Encryption, Data Safeguarding)
Scripting, Active Directory Distributed Database (DB2/UDB, SQL Server, Oracle)
Virtualization (VMWare, Hyper V) Citrix Solutions & Citrix administration (Xenapp 4.5 / 6)
Networking (TCP/IP, E.G. DNS, DHCP, QIP)
Server installation, configuration, build & deploy
Application release management support
FTP drop box, file server, audit request & remediation management
Support storage and data management environment
Support patch management processes
Performance Skills / Competencies:
Solid planning and organizing skills with attention to detail
Strong problem solving and analytical skills
Strong Verbal and written communication skills
required to work well within a team and individually self-motivated
strong interpersonal and conflict management skills
Technical Analysis Advisor- Formerly TRMC
Dell Inc. One Dell Way, Round Rock Texas May 2012- July 6 2016
•Responsibilities: Implements, administers and maintain a large-scale enterprise systems management infrastructure that provide patch management, electronic software delivery, and hardware and software inventory services. Minimizes risk to the business by monitoring for potential hardware and software failures and employing appropriate mitigation. Ensure servers are backed up according to business needs and ensures server data is secure from unauthorized access. Maintains integrity of the enterprise systems management infrastructure by regularly monitoring system usage, capacity, availability, and performance. Develops and executes procedures for optimizing server capacity and performance, and devises and implements solutions that enhance monitoring capabilities. May perform light programming, usually scripting, to automate manual tasks. Develops and establishes policies and procedures for maintaining and upgrading enterprise systems management infrastructure. Transfers technical knowledge to others.
Network Administrator/ IT Support
Texas Regional Medical Center, Sunnyvale Texas May 2012- July 6 2016
Responsible for the installation and maintenance of PC’s, Server, network terminals and other equipment and communication software, recognize, research, and fix hardware and software problems. Escalate the problem to higher level technical support if necessary. Instruct users concerning hardware and software operations. Write up appropriate documentation. Operate computer peripheral such as printers and tape drives, resolve problems to ensure data integrity, provide helpdesk phone support and respond to messages in a courteous and timely manner. Handle and prioritize several request at one time. Handle stressful situations appropriately.
Create and maintain account information in AD/ VMWARE, EMC 2003, 2007, 2010
Phone Support SV8300 PCPRO; NEC Univerge UM4730
Cisco Iron Port C160 Iron Port Filter
NEC Univerge UM4730 Admin
Connexall database, WaveWare, OAI Gateway
CommVault Tape/NetApp/Media/Files/Applications and VM’s back-up Administrator/Disaster Recovery, ISA server, Dell Kace 1000/2000 Exchange backups, monitoring concepts, Vmware-V-Shpere /Desktop and pool operations
Exchange anti-virus and message security/ Email archiving applications
Provide Storage requirements for Exchange, SAN/Local Support - Server design / Config. For Exchange Physical and VM Desktop Management Console
Platforms used and supported: Windows XP professional, Vista, Windows 7, 2003 Server, and 2008 Server, Office 2003/2008, Citrix Client, Cisco VPN Client, VMWare VSphere 5 Administrator and various specialized applications
Android/ IPhone device/software support. New device Setup on Server LAN/WAN/ Wireless connectivity troubleshooting- Installs, configures, maintains, troubleshoots, and repairs personal computer systems, printers and other peripherals as required. SOPHOS Antivirus Enterprise Management
Utilize Symantec Ghost to prepare and deploy Dell laptop and desktop computers.
Ensures problem resolution by utilizing and maintaining technical support procedures for problem resolution. Identifies, researches, and resolves technical problems. Tracks and monitors every assigned problem or request to resolution, escalates issues to other technicians, corporate technical resources, vendors, and so forth as needed.
Network Administrator/ Support Analyst
Associa Dallas, Texas April 2010 – May 2012
The Support Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give over the phone or in-person, hands-on help at the desktop level.
Customer Service Software Group Supervisor
Calyx Software Dallas, Texas Oct. ‘06 – Jan. ‘10
The overriding goal of this position was to increase the level of customer satisfaction by ensuring technicians were being supervised, and doing there jobs to the best of their ability. Create new hire user email accounts via Exchange Server, setup and configure new hire desktop, printer and network connectivity while supervising, coaching and monitoring the Customer Service Group to provide high level technical and customer support.
Product Support Coordinator
Calyx Software Dallas, Texas Oct. ’06 – Dec. ‘09
Product Support Coordinator primary responsibilities: Tier II technical support for the Calyx products Point Data Server and Loan-Bridge; research/resolve customers escalated technical issues with DNS/DHCP/WINS, PDS and LB via telephone, email, or Desktop Streaming; facilitate transfer of technical knowledge between Product Development Group and Customer Support Group to resolve both internal and external customer issues; and assisting in training lower level technicians on technical aspects of support; serving as team lead for PDS Support group; and other duties and responsibilities as assigned by the Manager of Customer Support.
Cisco System Administrator
TEK System (Contract) Lewisville, Texas Sept. ’06 – Oct. ‘06
Responsibilities include administration of client’s mission critical network systems. Serve as primary escalation point of contact for resolution of data center service problem. Monitor and respond to system failures.
Works with fundamental networking/distributed computing environment concepts; understands basic routing concepts, fundamental TCP/IP and system security.
Perform basic Microsoft system administration, troubleshooting, break/fix scenarios, back-ups, monitoring, OS installation and configuration
Network Administrator
BMF IT Services Addison, Texas May ’06 – Sept. ‘06
Patch management, install and configure Cisco PIX firewall technologies hardware and software settings. Configure and maintain network servers, mail server, printer servers for clients without IT departments. Main point of contact for all desktop connectivity issues as well as 3rd party application installation and support.
Network Computer Engineer
Audio Visual Headquarters (AVHQ) Jan. ’06 – May ‘06
Responsible for asset management of IT inventory. Shipping, receiving and setting up complete network topology at customer’s request. Migrate and back up user system data across networks. Setup and support internet cafés for presenters while assisting with connectivity issues.
Analyst Desktop Support Team/ Field Engineer
Cingular Wireless Addison, Texas Feb. ’99 – Jan. ‘04
Main point of contact for all network configurations, hardware and software connectivity issues for 25 Kiosk locations in the North TX region. Setup and maintained user profiles accounts via Windows 2000 Advanced Server, assign email accounts using Exchange Server while providing technical support via telephone and in person for any desktop issue.
Education
Bachelor of Science in Kinesiology / Minor Criminal Justice
Wayland Baptist University Plainview, TX Sept. ’93 – Dec. ‘95
Associates Degree
Northeastern Jr. College Sterling, CO Aug. ’91 – May ’93
M.C.S.E 2000 AD
S.M.U. Computer Science & Engineering Richardson, TX Mar. ’02 – Oct. ‘00
CTI Cisco Technical Institute
CCNA Lewisville, Tx. Nov. 00- April 01
Management Skills for New Supervisors
American Management Association (AMA) Addison, TX April 14-16 2008
How to Communicate With Diplomacy, Tact and Credibility
American Management Association (AMA) Addison, TX Mar. ‘09
Getting Results through Individual and Organizational Accountability
Partners in Leadership Irving, Texas May ‘09
Technical Skills
MS Windows OS
DHCP/WINS/DNS
CISCO Routers
MS XP/Vista/2007
Powershell
VMWare VSphere
MS Server 2003, 08, 2010
Blackberry Enterprise Server
CommVault
MS Exchange 2003 2010
Citrix Server/ Thin Client
AVAYA
MS SQL Server
Symantec Ghost
LAN/WAN Networks
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