It Support Customer Service

Ty Jones Stone Mountain, GA Mobile 678-***-**** 470-***-**** Email:*********@*******.***

Career Summary

High-performing, strategic-thinking professional with more than twelve years’ experience in IT. Highly skilled with resolving hardware and software issues. Searching for a solid company with growth potential that will challenge and allow me to develop a strong foundation in my career.

Education

United States Marine Corps

1995-1999

American InterContinental University Bachelor

DeVry University MBA

2003

Spring 2023

TVA/Mindlance INC 8-22 to Current

Responsible for all in house IT request and set up for company.

Create, design and administer SharePoint site for Company

Works with vendor technical support personnel to develop customer solutions.

Assisted with Cisco and all network updates as needed with remote support.

Corrected and updated citrix systems and VMware for clients and remote users.

Transfer servers to new rack, Map drives

Used VMware and vSphere to manage local virtual server farm as well as clients.

Additional hardware added to current & new workstations

Clean up old accounts, Establish new accounts

Use SCCM to distribute software company wide and update per local IT policy.

Set up and modified security camera software and access to DVR for designated staff.

Created and established VPN access for users via WatchGuard

ESNS/CDC IT Support Technician

12/20 to 7/22

Respond to Tier II Support requests (i.e., telephone, e-mail, support-portal and personnel requests) to resolve technical issues of low to medium complexity.

Enter call data into the tracking system to log support requests.

Explain service procedures to customers to properly manage service delivery expectations.

Utilizes checklists and training to diagnose customer problems and requests.

Researches Tier II Support Requests

Identifies recurring and potential problems to escalate notification of situations to senior team members.

Researches trouble issues at the direction of senior team members to identify problem root causes.

Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.

Resolves Tier I and Tier II Support Requests

Documents problems’ status and resolutions to maintain support history.

Resolves application, hardware, and software problems to fulfill customer requests.

Works with vendor technical support personnel to develop customer solutions.

Provide mission critical problem solving/troubleshooting technical assistance to the Center for Disease Control and Prevention (CDC) in on multiple platforms operating in a Citrix MetaFrame, TCP/IP, Microsoft SMS, Windows XP, 2000/2003, Win7 environment.

Serve as an advocate for providing satisfaction to clients by maintaining a proactive approach with clients.

Provide remote support to CDC field staff experiencing problems connecting to Citrix and web mail.

Resolved technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems

Troubleshoot problems affecting customer’s inability to receive email via handheld devices (Blackberries), etc.

Assisted with planning and implementing IT procedures and concepts for specific departments and CDC wide technologies.

Assisted leads with identifying issues with new processes and potential concerns with security risks of new technologies in accordance with SOPs.

Maintain the RSA ACE server for key fob assignments, lost key fobs, PIN assignments. Etc.

Monitor system alarms and adhere to appropriate procedures in resolving network problems, systems panics, hardware/software problems, etc.

Work closely with customers to ensure managed services functionality meets or exceed customer expectations for performance.

Assisted with creation of SOPs for agency as well as implemented new procedures.

Facilitate issue resolution by leveraging internal experts when necessary.

Creation of network accounts using Active Directory and email accounts using Exchange Server.

Configure Blackberry Accounts on the Blackberry Enterprise Server

Administrated and supported video conferencing account set up for live meetings and data communication portals used for communications.

Serve as an advocate for providing satisfaction to clients by maintaining a proactive approach with clients. Execute queries, retrieve data, insert new records, delete records and update records in a database with SQL.

On 2nd level support of Roybal Campus Closure Rate Support Team

On 2nd level support for Blackberry Resolve Team

Used Remote support technologies to such as Citrix and Go-To-Assist to access and support remote users with technical issues.

Used SQL to provide DB support, queries for NHSN and other PHIN agencies with the CDC.

Created databases, tables, and indexes with SQL, and how to drop them.

Maintains awareness of service level agreement targets to help meet and exceed requirements.

Transfers all unresolved calls to Tier III support and follows up with customer to ensure resolution.

Marta

2/18 to 10/20 Atlanta, Ga

Utilized ITIL standards for Incident, request, configuration, change and problem management to provide strategic leadership and planning for technical support of Client end user devices

Worked with the service management and delivery manger team for continuous improvement

Knowledge to provide support and training for core software (MS Windows, Windows 7, MS Office, and Enterprise Anti-Virus) and hardware support and training for desktop, laptop, printers, and tablets

Operation and maintenance of three wide format printers (Vutek UltraVu X300; Vutek UltraVu 5330; Vutek QS 3200)

Worked with customers deskside in the office as well as remote users using VPN and other remote software tools as needed

Analyzed moderately complex to complex problems and takes corrective action at the service area level.

Inspecting parts of a laser printer such as drum cartridge rotating mirrors, roller toner, etc.

Participated in all compatibility testing prior to rollout of any new image

Provided cross training and knowledge transfer amongst team members

Assisted in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processes

Used control programs to allow access to facilities (RACF)

Implemented and utilize remote tools

Prioritized assigned day-to-day desktop support requirements via ITSM Tool in order to meet established service level agreements

Reassembled machines after making repairs or replacing parts

Installed and configured new equipment, including operating software or peripheral equipment as required

Reviewed customers complaint to determine details of equipment problems

Disassembled machines to examine parts, for wear or defects, using hand or power tools and measuring devices

Jetaire Flight Systems IT Administrator

8/17 to 8/18 Fayetteville, GA

Conducted diagnosis of problems according to customer complaint

Advised customer call center concerning equipment operation, maintenance, or requests approval for advanced repair

May communicated with and conducted rework to ensure successful and efficient repair of units.

Repairs laptop or desktop units according to requirements, using hand or power tools and measuring devices

Installed and configured new equipment, including operating software or peripheral equipment as required

Read and researched specifications, such as blueprints, charts, or schematics, to determine machine settings or adjustments

Maintained repair parts inventories and places order for any additional parts needed for repairs

Reinstalled software programs or adjust settings on existing software to fix machine malfunctions

Compared findings with the customer’s reported problem and advises customer call center of failures found

Ran basic tests (mri and e-test)

Softchoice Corporation East Coast IT Liaison

07/14 to 07/17 Norcross, Ga

Set up users in all systems from Active Directory to Exchange online and Cisco IP phones.

Programmed and troubleshoot Cisco IP phones in Cisco Call manager and voicemail websites.

Maintained and administrated internal SharePoint site for company as well as insight on developmental phases of site.

Modified access for users to locations with badges and biometrics

Setup and maintained Microsoft Dynamic CRM site for users and potential customers for business as well and updated and secured plugins for outlook.

Corrected and maintained inventory for east coast and southern region for all IT supported products.

Supported and multiple applications including AutoCAD, Adobe Pro and all basic Windows apps from windows 7 to 10

Maintained overall customer satisfaction for IT needs as well as break/fix and imaging devices as needed. Worked with customers deskside in the office as well as remote users using VPN and other remote software tools as needed.

Assisted with Cisco and all network updates as needed with remote support.

Corrected and updated Citrix systems and VMware for clients and remote users.

Communicated with all levels in development of job related SharePoint sites as well as testing.

Troubleshoot and maintain virtual machines for users via AD and RDP applications.

Setup and updated access controls per employee directory.

Responsible for all software license compliances and all hardware lease replacements.

Monitored product development and usage at all levels with an eye towards improving product quality.

Created, configured and administered SharePoint sites and user permission rights.

Managed, maintained, and administered Exchange 2007, Office Communicator Server 2007, Citrix, and Blackberry Server.

Used AWS as well as SCCM for remote computing services.

Installed and maintained network hardware and software, along with the installation and configuration of servers.

app Servers,

CORE Qualifications

IT Administration

MS TEAMS Admin

SharePoint

Windows server 2012

Hardware Support & Training

VMware

Vsphere

ITIL Standards

Active Directory

Blade Servers

Tier I & Tier II Support Requests

VPN / LAN / WAN

AutoCAD

CyberArk

Cisco

SQL DB server 2008-12

Adobe Pro

AD / RDP Applications

Exchange Servers

Veem Back up

AWS

SCCM

SCCM

Microsoft Teams Administrator

Exchange Mail Account

TCP/IP

O365

Citrix MetaFrame

Disaster Recovery Plan

RSA ACE Server

SQL

Linux

Top-Secret Military Clearance

Oracle

Xen App Servers

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