Customer Service Support Technician
Resume:
Joel Drummond
Experienced Customer service and IT professional with a wide ranging skill set.
Cedar Park, TX 78613
****.*********@*****.***
Authorized to work in the US for any employer
Work Experience
System Support Technician
Wolff Logics - Cedar Park, TX
January 2022 to Present
MSP Level II support. Responsible for handling tickets for a variety of IT related issues ranging from server administration and support to desktop related system support. Handling support calls from multiple clients and providing troubleshooting anything from logins, desktop problems and software installation, AD and server administration, Office 365 administration and support, various networking issues. Able to assist and deal with a wide variety of users and problems while meeting SLA and team requirements. Systems Support Specialist
Upbring - Austin, TX
July 2021 to January 2022
Responsible for help desk support, managing incoming problem tickets and working toward resolution or escalating to appropriate team within the department within established timelines. Answering phone calls, email or message (MS Teams) requests for assistance. Troubleshoot all manner of calls from printing, office applications, network issues and anything that may crop up for an end user needing technological assistance. Network administrator / Office 365 Administrator
Texas Health and Human Services Commission - Austin, TX October 2014 to May 2018
Systems Analyst/Administrator - focused on MS Exchange online and the Microsoft-365 products (office suite, messaging etc.).
Exchange email administrator for cloud and physical servers as well as updating, securing and configuring servers and Cisco Ironport devices.
Configuring mail flow and troubleshooting issues as needed and collecting data related to email usage and email support issues.
Responsible for statewide tier 3 support between HHSC and vendors such as Microsoft and Cisco. Worked at all levels of customer service from desktop user support, technician support as well as to executive level assistance.
Network Administrator
UT System Administration - Austin, TX
March 2007 to October 2014
Part of small team responsible for network and server support for both local and remote sites. Assigned to evaluate and deploy technologies and to plan, coordinate and implement large scale deployments of network software and equipment.
Worked in various areas of server/network administration including office 365, exchange (on prem and online). Worked with VMware from creating servers, allocating resources, monitoring performance, patching and administration of the guests and host servers. Customer Support & Network Operations Supervisor
UT System Administration - Austin, TX
March 2005 to July 2007
Supervisor of IT helpdesk, desktop support and network operations team. Responsible for the support of approximately 700 internal customers as well as 300 remote users across the state and oversight of network operations team for same network.
Education
B.A. in Philosophy
UTSA - San Antonio, TX
1994
Associate in Arts (AA) in Liberal Arts & Sciences
Palo Alto College - San Antonio, TX
Skills
• Active Directory
• Help Desk
• Microsoft Exchange
• Network Support
• Microsoft Windows Server
• Software Troubleshooting
• Systems Analysis
• Microsoft-365
• Network Administration
• System Administration
• Desktop Support
• PowerShell
• VMWare
• Operating Systems
• LAN
• TCP/IP
• DNS
• Azure
• DHCP
• Technical Support
Certifications and Licenses
Microsoft Certified Systems Engineer (MCSE)
Contact this candidate