Customer Service Software
Resume:
Michael Elias
Natick, MA
************@**.***
Authorized to work in the US for any employer
Work Experience
Senior IT Support Specialist
Liaison International - Watertown, MA
April 2014 to Present
•Managing a complex environment consisting of user access, file and print share, network subnets, engineering-specific software applications, and high-performance computing.
•Working with units and individual faculty to establish the unique technological needs for learning and research environments.
•Providing administration and customization of centralized network services, local LAN switch management, and management of desktops.
•Configuring and administering the Engineering organizational unit of the campus Active Directory (AD).
•Promoting use of centralized services, acquiring such services, and adapting them to the unique needs of units and faculty.
•Assisting in the planning, research, purchasing and installation of IT systems and products
(hardware/software deployment).
•Analyzing functional and performance issues, offering solutions, and implementing corrective actions. Performing various IT tasks requiring some evaluation, originality, and ingenuity.
•Independently completing assigned projects lasting two to six months.
•Consulting with users on installation and use of software applications interfacing with or using network connections and optimizing systems for best performance.
•Communicating IT services and strategies through presentation and documentation to supported users, college administrators, and IT peers.
•Promoting excellent customer service, maintaining strong relationships with the user community, and setting/ managing expectations of customers.
•Administering Exchange 2008/2013, Office365 Portal, creating, users, Distribution lists, Email rules, Anti-Spam, Anti-Spoofing, handling licensing, etc. Owner/ Proprietor (Consultant)
CEDROPHOENIX - Boston, MA
2000 to Present
•Demonstrated ability to perform upgrading operating systems and software.
• Experience with troubleshooting and solving hardware and software problems; instructing users on new or upgraded computer applications and hardware.
•Using initiative and independent judgment within established guidelines and procedures; imaging software such as Ghost & Acronis; organizing own work, setting priorities and meeting critical time deadlines; and, communicating effectively with co-workers, subordinates, superiors, the public, representatives of public and private organizations and others sufficient to exchange or convey information.
• Assisted with hardware and software problems, provided troubleshooting, and owned desktop and network issues to Resolution.
• Performed maintenance of personal computers and peripheral equipment, identified problems and provided appropriate solutions.
•Installed operating systems and applications and conducted technical training and demonstrations.
•Built, maintained, and repaired computer systems to improve speed, reliability, and efficiency of operation.
• Maintained a high quality, results-driven, prompt, and professional customer service and support to instilled confidence in technical advice
and directions.
• Always willing and excited to learn new skills and technologies. IT Specialist
BEST TEKS - Weymouth,
MA 2010 to 2014
•Computer support technician with over ten years of experience providing technical assistance to individuals and business.
•Maintained, analyzed, troubleshot, and repaired computer systems, hardware and computer peripherals. Documented, maintained, upgraded and replaced hardware and software systems. Supported and maintained user account information including rights, security and systems groups.
•Familiar with a variety of the field's concepts, and procedures. Relied on experience and judgment to plan and accomplish goals. Performed a variety of complicated tasks.
•Demonstrated ability to integrate computer skills, customer support experience, and Skilled at troubleshooting and fixing problems while minimizing customer stress levels.
•Experience working with the following: All versions of Windows OS and Mac OS X installation, tuning and troubleshooting.
•Maintaining desktop Systems, Help Desk Operations, Support Techniques, Training, Customer Service, System Maintenance.
•Diagnostics, Component Repair, Microsoft Windows, Microsoft Office, Microsoft Networking. Followed appropriate file transfer protocols such as FTP and SFTP.
•Excellent design, debugging, and problem-solving skills.
•Exceptional working with operational supporting infrastructure applications to ensure performance and system availability and stability.
•Strong ability to solve problems and find solutions.
•Excellent communication skills (phone manners, listening skills, and follow-up skills).
•Knowledge and experience with Windows XP to 10, Microsoft Office Suite 2003 to 2019, TCP/IP networking Mobile device support (Android, iOS, Blackberry, Windows mobile)
•Knowledge of POP3 and SMTP protocols, including troubleshooting connectivity issues; experience in advanced MS Outlook 2003 to 2019 functionality.
•Extensive Mac experience.
•Excellent verbal and written communications to interact professionally with key client stakeholders. Maintain exceptional customer service
on stand-by/on-call rotation to support production infrastructure applications 24/7.
•Have a can-do and will-do customer service mindset. Meeting customer needs with a your- problem-is-my- problem approach.
•Professional Web Design & Technical Support Experience. PROJECTS:
•Assisted with hardware and software problems, provided troubleshooting, and owned desktop and network issues to resolution.
•Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions for
Quincy Dental and Parkway Dental.
•Installed operating systems and applications and conducted technical training demonstrations for Roslindale Food Mart.
•Built, maintained, and repaired computer systems to improve speed, reliability, and efficiency of operation for Town Food Mart.
•Upgraded and configured computers and did scripting for Citizens Bank and Bank of America. Maintained and upgraded point of sales systems
for Boston Logan Airport.
Awards:
Winner of URock Award (Best employee of the quarter). Languages:
Able to speak, read, write and translate in: English, French and Arabic.
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