Vincent Harris

*** **** *****

Lexington, Kentucky 40505

859-***-****

ad3514@r.postjobfree.com

Objective

To use my several years of technical support, administration and customer support experience in a remote setting with the highest throughput possible for my employer.

PROFESSIONAL EXPERIENCE:

Mac/iOS Advisor

Kelly Services-Apple

July 2018 to Present

Support customers with iOS and Mac devices including hardware, software and security issues

Direct customer to solutions via chat or remote service

Utilize problem solving skills and customer service to troubleshoot and resolve issues

Setup service options for hardware issues with customers through both mail in and Apple Store reservations

Consistently keep customer satisfaction and issue resolution above 90%

Helpdesk Technician

Locknet, Nicholasville Kentucky

August 2015 to July 2018

Provided tech support to Windows computer system users. Resolved issues via phone, remotely, over email.

Referred major physical security issues for alarm and key systems to dispatched technicians across the US

Trained remote users with detailed technical instructions

Maintained all computer hardware, computer software, printing, program installation, word processing, email

Provided detailed records and reports in Remedy

Determined requirements for new systems and systems modifications by conferring with staff, users, management.

Systems Administrator

Suran Systems, Versailles, Kentucky April 2012 to June 2015

Maintained small, medium and enterprise level Mac and Windows environments remotely in churches/non-profit organizations across the country with focus on PostrgreSQL database software and MS Exchange servers.

Troubleshoot, solve and train others in networking, server, FTP, VMWare, DNS and PostgreSQL issues

Create technical articles for addition to knowledge base

Provide clear, concise documentation on configuration and troubleshooting issues to hosted services subscribers

Convert OpenBase, Postgres databases in VMWare systems for use in current software deployment

Perform integration testing for new software deployments on VMWare systems to ensure comparability

Implement, maintain, develop collocated Nagios server for monitoriing purposes to ensure minimum downtime

Perform regular administration, troubleshooting, configuration and update of all servers both locally and collocated across the country.

Create, add, move, change, remove data services subscribers accounts

Maintain collocated web servers for hosted database services subscriber

Protected databases from data loss through use of Postgres performance tuning

Utilized UNIX interface to maintain databases and accounts

Automated all database backups to Amazon AWS

Support Exchange server replication, configuration for multiple environments

Develop Disaster Recovery polices to recover data for all organizations in the event of a catastrophic failure

Research, recommend, purchase and implement new servers, software, applications along with CTO

EDUCATION:

1992 - S.E.C.C./University of Kentucky

Associate of Arts

1994 – Lincoln Memorial University

Bachelor of Arts

TRAINING / CERTIFICATIONS:

Microsoft Certified Professional (MCP)

Microsoft Certified Systems Engineer (MCSE-NT4)

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