Customer Service Support

Glenn M Davis Jr

**** ******* *****, ****** ****, FL 32065 · 904-***-****

email: **********@*****.***

Employment Objective

A position on a support team that promotes new ideas and technology with challenging problem-solving opportunities. A strategic IT professional that thrives in a high-energy work environment, dedicated to constant learning and sharing of new ideas and techniques that can be used to help others.

Strengths

Self-Motivated

Adaptive to change

Excellent communication skills

Experienced in a broad range of computing technologies

Excellent Analytical and problem-solving skills

Coaching and teaching abilities

Team building, management, and training

Project management

Technical writing – knowledgebase documentation

Technologies

● OS: Windows XP, Windows 7, Windows 10, Windows Server 2008, Windows 2012, Linux

●DB: MySQL, MSSQL

●Applications: MS Exchange, Active Directory, SCCM, Office 365, VMware, CA Service Desk, mRemote, TreeSize, DirOpus, Powershell, Citrix XenApp, RSA, Webex

●Remote: Remote Desktop, Cisco AnyConnect, Bomgar, GoToMyPC, Airwatch

●Mobile phones: IOS, Android, Blackberry

●VOIP/PBX applications: Avaya Communicator

●SOHO: embedded platforms (primarily routers and printers), debugging, firmware maintenance.

Experience

Helpdesk / NOC Manager

EdgePresence 1/19 – present

Implementing tools and training to support help desk to include ticketing system, facilities monitoring tool, access, etc.

Documenting call flow and resolution process

Ensuring customer service is timely and accurate on a daily basis

Providing installation support to Network Engineering

Managing relationships with Carriers, Field Service Companies and all support vendors

Tech & Apps Mgmt Spec II

ADP 9/07 – 8/18:

Help desk support (Win10, Win7, XP)

Workstation & laptop OS migrations and refreshes

Active Directory user/group/folder permissions

Create user accounts for application software

Create and support Cisco VPN client accounts

Utilize SCCM to push/install/repair/remove applications

Maintain hardware inventory

Repair, troubleshoot, and maintain PC’s both locally and remote

New hire orientation and training

IT Help Desk/Network Support

Body Shop of America 5/03 – 6/07:

Help desk support (XP, Win2k, NT)

Server installation and maintenance

Network Administration

Repair and maintain office and field PC’s

Troubleshoot network and PC problems

Install and repair phone and network cables

Perform server backups.

Education

University of Phoenix, Master of Information Systems, Graduated 2011

University of Phoenix, Bachelor Science Information Technology, Graduated 2010

Florida Community College at Jacksonville, AS Network Support Specialty, Graduated 2003

Professional Certifications

A+ Certified Professional

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