Customer Service It Support

Linval White

678-***-**** ***********@*****.*** Covington, GA 30016

SUMMARY

Over 17 years of IT support experience also versed in software Administration and Hardware

Management.

SKILLS

Microsoft windows Based Operating Systems

Networking Tech

Hardware/Software installations

Troubleshooting Software

Desktop / End user Support

POS Experience

Active Directory

Administrative Tools

Ghosting Windows 2000-2008, XP, 7, 8.1,10,11

Apple IOS

Excellent Customer Service, communication, and Documenting Skills

Education

Migration of Outlook Software

Cell phone configurations

MS 2010 Certification

Professional Experience

MDM Mobile Client – AirWatch

OKTA Administration

Apple Business Manager

PROJECTS

Inspire Brands, Atlanta, GA — Team Lead WAR Room Project

JULY 2017 - OCTOBER 2018

-Staff of 7 who assisted with Configuring POS’s, Printers, Back Offices and other Networking Equipment to ensure static IPs were set throughout the new acquisition stores Nationwide.

-Older software removal – Aloha, CMC and any CFC configurations were updated including upgrading the BOH (Back of House) PC

-Working directly with Installation techs ensuring working Devices Before the next day of business.

-Updating the store with the New Par Brinks 1.5 software

-Verifying the Aloha software was removed from the system.

-Ensuring Standards and SLAs were met.

-Verifying every store with signed documentation ensuring the completion of each install

WORK EXPERIENCE

Inspire Brands, Atlanta, GA — Service Support Specialist

SEPTEMBER 2016 - MAY 2024

-Service Support Specialist

-Working in a Full Support Technical troubleshooting role consisting of fixing complex technical networking issues

-Active Directory daily duties of login access to VPN access issues

-Full POS comprehension and technical understanding of the daily store Operations issues.

-Resolving more of the complex issues within POS, Cash management, Inventory and Operations.

-To Q.A full store Software Upgrades to about 500 Locations Nationwide

-To ensure Stability of OS systems across The Brands

-Verify Technician Installs and Verifying SLA has been Met for next day of Business.

T-Systems, Alpharetta, GA — System Admin / Support

JUNE 2016 - MAY 2017

-Create and delete User accounts within windows server environment

-Wireless troubleshooting daily VPN, laptop and desktop and Tablets, Configuring Mail accounts verifying server connectivity Oracle application support

-Excellent customer service ability with a know-how of direction to assist users with their day-to-day operational work Data migration for users with new purchased tablets, laptops, or desktop computers Software

installation daily

-Help users with day-to-day work troubleshooting networks and access connectivity for remote users.

Home Based Business, Covington, GA — Entrepreneur

NOVEMBER 2015 - APRIL 2016

-Created my own home-based business fixing P. C’s and Laptops

C.R. Bard, Covington, GA — System Admin / Support

MARCH 2011 - NOVEMBER 2015

-Logging all inbound calls via Support works 7.5.0 ticketing system from end-users Internal and external for login access, password resets and computer troubleshooting.

-Software windows Installations and updating.

-Network issues and connection problems.

-Daily interaction with End-Users to resolve issues.

-Daily use of JD Edwards 8 and 9.0 Environment, Cisco VPN, UNIX, Citrix, Outlook (07, 2010), Office 365 SharePoint implementation, Password resetting on various applications AD creation and deletion of accounts remote support tools utilization.

-Daily utilization of Active directory (Server 2003 and 2008) 2010 integration

-Following SLAs for new account integration

-Creation and deletion of user accounts including group policies for individual departments.

-Imaging salesforce laptops and verifying that users will not be without one for more than a week.

-Office 365, Office 07, Office 2013 making sure users have access and are able to access emails and proprietary data.

-Ensuring security protocols were in place (laptop security, VPN, Altiris Agent, Symantec updated)

-Excellent communication and direction skills assisting V. P’s and their admins with troubleshooting issues, documenting and resolving issues in a timely manner.

-Assisting users with Cell phone configurations

-Great documenting skills for Knowledge base documents to ensure knowledgeable procedures.

-Created new user accounts with Microsoft exchange (2007 also 2010) assisted with

-Moving and fixing PST issues and backing up PST folders to ensure users wouldn’t have problems with oversized Folders. Also assisted with Word, Excel, Outlook and PowerPoint issues that would come up daily walking users through the migration process when office 365 was implemented.

-Worked closely with the IT Director for MS access for all new users and verifying existing users’ migration went smoothly without problems.

-Utilizing the Air Watch MDM Agent web access to push apps and data to salesforce in the field also assisted with configuration of new account troubleshooting data and connection issues.

Wendy’s Group, Atlanta, GA — Technical Support Analyst

FEBRUARY 2010 - FEBRUARY 2011

-Accessing their wireless network through VPN and I Connect

-Utilizing Remote POS registers and back up office systems.

-POS support for stores national and worldwide assisting with network setup, Server issues, register issues and full store maintenance creating daily tickets Via Magic ticketing application.

-Handling phone volume of about 60 calls per day.

Manheim, Atlanta, GA — Help Desk Analyst

NOVEMBER 2008 - NOVEMBER 2009

-Assisting customers with password recovery and over the phone technical assistance with getting their P. Cs connected to the company’s website for vehicle look up and purchasing.

-Configure customers’ smart phones for vehicle data transfer.

-Handling phone volume; about 70 calls per day.

Barnes & Noble, New York — System Support Analyst P.O.S

OCTOBER 2003 - AUGUST 2007

-Global Technical Support For over 900 plus stores nationwide

-POS position making sure purchases and transactions were expedited.

-Utilizing Microsoft XP, NT and 2000 applications, providing critical software solutions for Clients, hardware and network support.

-Credit access and finances. Point of Sales and administrative rights support for SQL

applications, Windows XP, 2000 desktop, DOS, remote access, Outlook, XP and 2003,

Internet Explorer 6.0 installation, Dell laptops, printers, P. C’s. LAN Configuration and Dial up,

-Assisting Store managers and Sales personnel with register and P. C’s troubleshooting issues

-Ensuring all POS systems were up and running placing service calls as needed.

-IT specialist supporting clients and employees worldwide providing password access and making sure all networking peripherals are monitored and issues recorded.

-Reporting to the department manager for end of the day progress reports.

EDUCATION

Devry Technical College, Woodbridge, NJ — A+

2002

New York City Tech, Brooklyn, NY — Computer Technology: IT

1994

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