Fatimah Richard

*** ********* *****, ***** *******, GA 30350 ~ 718-***-**** ~ adijti@r.postjobfree.com

Professional Summary:

Technically sophisticated professional with several years of expertise in desktop support who can work independently with strong problem-solving, communication, interpersonal and teamwork skills. Proven ability to maintain a professional image in a service desk environment providing both hardware and software support.

Work Experience:

Technical Support Analyst – Level 3 SafeGuard International Products, LLC, Atlanta, GA December 2018 – March 2020

Maintained responsibility for all tickets and service-related requests which included triage, assigning to appropriate resources and ensuring timely execution in line wish client SLAs.

Utilized excellent customer service skills to exceed clients’ expectations.

oBuild sustainable relationships of trust through open and interactive communication with clients.

oImplemented improved processes and procedures to support a growing organization and client-base.

oFollowed-up with clients as needed, provided feedback and see problems through to resolution.

Monitored platforms and processes and used tools to troubleshoot and isolate issues.

oMonitored event processes, message queues and workflow processing software involving web.

oEntered new trouble tickets and keep users informed of status.

oKept procedures and troubleshooting links and tools up to date.

oTroubleshoot, managed and resolved production systems, platforms and processes.

oIdentified network, system and service issues separately from software source code errors.

oDocumented procedures and troubleshooting steps, and trained lower level Technical Support Engineers on identifying the issues.

oContinually updated and improved the documentation of the IT environment.

oEnsured customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.

oDiagnosed and solved local and network printing problems.

oMaintained current knowledge levels on existing products and/or acquired knowledge on merging technology and products.

Desktop Support – Level 3 Morehouse College, Charlotte, NC November 2017 – December 2018

Assist in resolving complex technical issues within the IT environment.

oContinually update and improve the documentation of the IT environment.

oEnsures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.

oDiagnose and solve local and network printing problems.

oMaintain current knowledge levels on existing products and/or acquire knowledge on merging technology and products.

oResponsible for on-site installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems.

Demonstrate strong customer service skills while providing remote telephone support:

oListening carefully to the customer to gain an accurate understanding of the situation.

oBeing empathetic to the situation and having a sense of urgency to resolve the issue.

oProducing accurate and detailed documentation at the client, problem and incident level.

oResolving conflict related to customer satisfaction with the organization or situation.

Logs, analyzes and resolves LAN support calls from internal clients while also engaging in outside support as necessary.

oAcknowledge and work to resolve incoming tickets, either face-to-face or via remote tools.

Project Coordinator/Technical Analyst (Contract) Delta, Atlanta, GA February 2017 – August 2017

Supported a 40 Person team with the build out of a new data center.

oExcellent leadership, communication, and team development skills.

Responds to telephone calls, email and personnel requests for technical support.

oAnalyzed system issues and provided solutions.

Supported data center which will housed all replicated Middleware services.

oCustomer support experience coupled with hardware, software, and network support.

Documented any items related to project status, progression, equipment, resource allocation and overall project information.

oMaintained project related data and document filing system, especially on project specific folders.

Gratis Support Analyst – Infrastructure ITD Department of Revenue IDT, Atlanta, CA October 2014 – February 2017

Demonstrates the ability to monitor and prioritize workloads.

oAble to overcome obstacles in order to achieve their goals and objectives working; efficiently, independently and as part of a team.

oRepaired networking issues, removed viruses, solved technical problems.

oWorked with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients.

Created Project plans in Microsoft Project for major projects.

oCreated and updated project plans and budgets

Daily break-Fix support for Multivendor Printers, Lexmark, Kyocera, Xerox, Cannon machines

oRegular maintenance and updates to all applications and desktop hardware.

oInstalled/uninstalled software and configured printers and scanners.

Developed software using Visual Basic.NET and built internal and client sites using HTML,

oConfigured SonicWALL Firewall configuration with Gratis application.

Created and updated documents in SharePoint 2013 for major Projects

oDirected Phone calls helping with Firewall issues with Tax Commissioners all over the State of Georgia

oWorked on the CIP to OSA Network Conversion with DOR PMO ITD team.

Gratis support for all 159 Tax commissioner’s/Tag offices in the state of Georgia.

oStrong attention to detail and ability to multi-task.

Technical/Application Support for MVD, LGS, South Metro offices and Processing Center.

oUnderstanding of TCP/IP, Routers, Switches, Hubs, Firewalls, Domains, DNS, DHCP and Subnets.

Configure Thin Clients and also supporting the Clients with adding Gratis terminals.

oAdministrative password resets, adding email accounts to the Exchange server via FIM portal.

oAnalyzed, Identified and diagnosed faults and symptoms utilizing the appropriate tools according to established processes and procedures.

Configure DCHP and Static IP changes on site and solved technical issues.

oDemonstrated effective time management skills.

Replace Hardware (Keyboards, Mice, Monitors, and Printers).

Hudson County College, 10/2001 – 05/2003

Jersey City, NJ –Business Management

Full Sail University, 9/2005 - 10/2009

BS Computer Animation

A+ Certified, 6/2016

Computer Skills:

Windows 7, 8, 10, Microsoft Office 2010 & 2013, 2016, Outlook 2016, Cisco WebEx, Lotus Notes, Quicken Deluxe, Mac OS High Seara, Final Cut, Adobe Suite, Quick Books, Gratis C# Application Support, Networking (LAN, WAN) Wireless Connection, AS400, SharePoint Online SME on Client Break-Fix Support. Java 6 8.1, Printer Support, ITS Web, VNC Viewer, Dame Ware/Active Directory, FIM, Solar Winds ticketing system, Footprints, Bomgar, Manage Engine, SCCM, Solar winds, VPN support-Pulse Secure, Outlook break-fix.

Contact this candidate