Technical Support Customer
Resume:
Vincent Harris
Lexington, Kentucky 40505
*****.******@*****.***
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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