Technical Support Specialist

LYLE WRIGHT

**** ******* ***** **. **, Acworth, GA 30102 • 678-***-****• *******@*****.***

Tech Support Rep • Customer Support Rep • Wireless Support Rep • Lead Help Desk Technician Project Management • Network Administration • Remote Technical Support • Ticket Management Implemented Enterprise Applications • Trained Technical Users • Accelerated Resolutions CompTIA Network+ • MCTS • CompTIA A+ • Certified HDI Technical Support Specialist WORK EXPERIENCE

ProCo LLC, Marietta, GA Sep 2018 - present

Technical Support Specialist

● Performed on-site and remote administration of 16 orthopedic clinics and associates.

● Increased employee resolve response time by 62.7%.

● Provided hardware and software installation support for Windows 10 environment.

● Performed wireless installation and provided relevant support.

● Competed all technical/ procedural documentation.

● Responded to department relocation requests.

● Rendered VOIP phone configuration and administration.

● Served as Cisco Meraki Enterprise Administrator

● Sophos Endpoint Security Administrator

The Home Depot, Marietta, GA. Jan 2018 - Sept 2018 Wireless Incident Management

● Collaborated with HP, AT&T, CISCO techs, and Home Depot engineering departments to diagnose and resolve enterprise wireless technical issues for all Home Depot retail stores throughout the U.S. and abroad.

● Utilized ServiceNow to maintain an accurate record of open wireless support cases.

● Leveraged HP Aruba Central and other tools to monitor and diagnose the status of Wireless LAN network for all Home Depot retail stores.

● Contributed to weekly status meetings with all vendors on projects to update the current status of ongoing open cases and recommend improvements.

Amtrak, Atlanta, GA Jan 2016 - Jan 2018

Level Senior Help Desk Technician

● Conducted software and hardware end-user diagnostics and troubleshooting for over 22,000 Amtrak employees.

● Documented help desk tickets and resolutions and maintained equipment inventory list.

● Provided help desk support for Office 365 and Citrix virtual client via telephone, instant messaging, and remote desktop communications with end-users.

● Trained new employees on the Office 365 onboarding process.

● Coordinated and provided support on technical projects, ensuring a positive impact on user satisfaction and productivity.

Microsoft Corporation, Seattle, WA Sep 2015 - Dec 2015 Microsoft Office 365 Concierge Support

● Conducted work-from-home remote implementation and Office 365 support for SMBs.

● Assisted clients with Exchange server account synchronization to enterprise cloud services.

● Delivered mobile support for Android, IOS, Windows, Blackberry devices.

● Completed Office 365 Microsoft Virtual Academy courses and exams. Ricoh Corporation, Tucker, GA July 2014 - Sep 2015 Software Solutions Helpdesk Analyst

● Rendered 2nd level break/fix support of software packages used by internal technicians and commercial customers using Ricoh and third-party Multifunction Printer software solutions.

● Provided Office 365 Cloud Environment support for Multifunction Printers.

● Offered mobile and hotspot support for Android, IOS, and Windows devices. FISERV Solutions Inc., Norcross March 2011 - July 2013 Senior Technical Support / Systems Analyst

● Rendered 2nd / 3rd level remote technical support for 24/7 southeastern bank clients.

● Conducted remote application installation, training, documentation and provided support on bank installation initiatives.

● Created manual support documentation for technical and non-technical bank personnel.

● Delivered 1st and 2nd level technical support of school staff, school board, parents, and vendors remotely and onsite.

● Built, configured, maintained, and managed systems for all employees.

● Worked with vendor support contacts to resolve technical issues in the desktop environment.

● Worked with senior staff to identify the scope of issues and implement solutions. Atlanta Public Schools, Atlanta, GA Jan 2007 - March 2011 Technical Helpdesk Support Specialist

TECHNOLOGIES & CERTIFICATIONS

CompTIA Network+ Certified Professional • Microsoft Certified Technology Specialist (MCTS) • CompTIA A+ Certified Professional • Certified HDI Technical Customer Support Specialist • Windows 7, 8.1, 10 • Apple IOS • Microsoft Office 365 Home, ProPlus, Enterprise • MSIE • Ethernet

• Switches • Routers • WLAN Enterprise Network Tools • Remedy • FACETS • H.E.A.T • Salesforce

• Parature Incident Management Applications • LogMeIn • RAVE • LANDesk • BOMGAR Remote Apps • Mobile Support (Android, IOS, Windows, Blackberry) • TCP/IP • DNS • Active Directory

• DHCP • ARUBA Networks • Server Installation & Support

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