Customer Service It Support

Russ Fulgham

+1-737-***-**** ********@*****.*** Salado, TX 76571

SUMMARY

Capable System / Network experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems. SKILLS

WAN

LAN

Microsoft Windows Server

DNS / DHCP (10+ years)

Active Directory (10+ years)

Backup & Recovery (10+ years)

Network Firewalls

Computer Networking

Network Administration

VoIP

SharePoint

IT support

RMM & Ticket System Experience

IOS & MAC OS

Remote access software

Customer service

Operating Systems

Microsoft Exchange

Help Desk Support & Configuration

Solarwinds Experiance

TCP/IP

Disaster Recovery

Network Infrastructure

Some SQL

Network Monitoring

System Administration

VPN

Network Support

Hardware Upgrades

Windows XP/Vista/10/11

Technical Troubleshooting

Customer Support Needs Assessment

Hardware Diagnostics

Account Administration

Verbal and Written Communication

System Performance Assessments

Interpersonal Skills

Tracking and Documentation

Customer Service Support

Documentation Development

Teamwork and Collaboration

Organizational Skills

Troubleshooting Network Issues

Defect Analysis and Resolution

Attention to Detail

Multitasking and Prioritization

Resolving Problems and Incidents

Customer Service

Hardware and Peripherals

Application Installations

Antivirus Software

Issue and Resolution Tracking

EXPERIENCE

IT Contractor, TechMate, June 2023-Current

Round Rock, TX

Assisted customers with various types of technical issues via email, live chat and telephone. Support MAC products and Office 365 for MAC at client location Help Desk and Customer Support

NinjaOne and Zendesk

IT Support Specialist, SOOS / KCorp, June 2022-June 2023 Austin, TX

Overall Network Support and Management

Oversee Two Active directory domains, and Two MS 365 domains with AD reqplication Tenants, working with Windows applications, Exchange, SharePoint, OneDrive, 365 Apps and permissions

Create SharePoint sites

Manage hardware with N-able and NinjaOne, AV install and management, Purchases of new hardware, installation and management

Vendor Management and Support

VOIP Manage and Support Ring Central

Mobile phone support and purchasing, ATT, Verizon, FirstNet Network Management and Administration

System Management and Administration

MS365 Administration

Permissions control and administration

Helpdesk on on-call support

Network Administrator, A World For Children, August 2008-February 2022 Round Rock, TX

Network Administrator, responsible for all aspects of IT. Maintained,designed, troubleshoot network for 13 offices across the state of Texas

Order install and maintain all hardware and software and Hardware: Dell/HP Servers, Desktops, laptops Microsoft Software local and Office 365 Configuration install, Manage Windows Servers:

Active Directory, DNS, DHCP VOIP experience

hosted and local PBX

Backup & Recovery: local and hosted tools / disaster recovery Antivirus Malware: software install, Manage, Clean User / Customer support SonicWall and Meraki Firewalls Network install, configuration and support Support, Configuration, and Administration of all network hardware, switches, routers, WiFi and warless devices

Connectivity management, administration and design Management Copier support and contract processing

Familiar with Network tools, ping, traceroute, Solarwinds, other remote management and patching software

Preformed all pricing and purchasing related to IT or Technology hardware and services Worked with fiance with hardware / software concerns and Great Plains and implantation's to Bank Software

Reviewed and recombined new hardware and software solutions for all aspects of the agency.

Network Engineer, Chandler Informaiton Systems, May 2004-June 2006 Cameron, TX

Hardware software support

Manage company servers and desktops

Support 2 local developers; 12 India based developers and other staff Hardware and software support Milam County court, Milam County Sheriff office and land office

Network design and installation

Windows Server setup, configuration and administration. Site backup of agencies with tape or local disk backups Experience with tape drives and tape loadeers.

Car Salesman, Mac Haik Auto Group, August 2003-June 2004 Round Rock, TX

General Car Sales, new and used vehicles

Maintain sales / customer paperwork

Work with Sales Manager, Finance team and Maintenance departments. Senior Network Administrator, Flextronics, May 1998-July 2003 Austin, TX

Manage local plant hardware, software and Network

Support Desktop, laptop, IT functions of Manufacturing tools Experience with Cisco Switches and Routers

Manufacturing / Manufacturing Hardware support, configuration and implantation Experience with ThickNet, TokenRing and Ethernet wiring, distribution and management IBM, March 1983-July 1983

Austin, TX

Manufacturing PC Boards electrical and optical test and repair Implementation of Optical Test equipment and programing Implementation of Network connection Optical Testers and test departments. EDUCATION AND TRAINING

High school diploma

Temple High School, TX

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