Technical Support Customer Service
Resume:
JAMES A. GILLIS
Antelope, CA *****
*****.**********@*****.***
INFORMATION TECHNOLOGY
HELP DESK, HARDWARE, MICROSOFT SUPPORT
Highly dependable, determined, and dynamic IT professional seeking to use my acquired skills in a challenging position encompassing Microsoft and help desk support, computer operations and support, installations, troubleshooting, and maintenance.
Proficient in computer hardware, software, and other peripherals.
Highly dependable in delivering effective issue resolution and user technical support utilizing various system software and tools, with strong ability to assimilate job requirements, and successfully implement and complete projects.
Detail–oriented individual who exemplifies professionalism, and an ability to manage multiple projects and tasks at any given moment.
Enthusiastic individual recognized ability to establish and maintain effective working relationships across cross-functional teams and diverse individuals at any levels and build strategic relationships with clients.
CORE COMPETENICS
Technical Support • Information Technology • Customer Service • Help desk Support Hardware software Installation • Troubleshooting • PC Imaging • Microsoft Support
EDUCATION AND CERTIFICATIONS
Asher College, Sacramento, CA 6/2014 -03/2015
A+ Certified,
Network +
Desktop & Laptop Repair
Northwestern Technical College, Sacramento, CA 12/2000
Microsoft Certified System Engineer (MCSE)
Microsoft Certified Professional (MCP)
Apple Certified Macintosh Certification (ACMT) 07/2006
Apple Certified Desktop Technician
Apple Certified Portable Technician
Apple Certified Help Desk Specialist
PROFESSIONAL EXPERIENCE
Trimble Inc., Folsom, CA
Help Desk Support Specialist 09/2018 – 07/2020
Documenting the behavior of our software as described by our customers.
Testing our software to determine whether it is working as designed.
Providing remote support and instructional documentation to our clients so they can better navigate through our workflow.
Creating video tutorials that help those who learn better from visual instruction.
Environment: Microsoft Windows 7 & 10, G Suite, Revit, Sysque. Zendesk, Salesforce
PG&E, Rancho Cordova, CA
Computer Client Support 10/2015 –6/2017
Provide technical support for all PG&E employees.
Provide support for computers, servers, network, network printers, scanners, mobile devices.
Assigned tickets to T-com and CCFS if we were unable to fix issue.
Supported Citrix, Microsoft Office Suite, Sap, VPN, VDI, Oracle, Lync 2003, IE, Chrome, Firefox
Provide support over phone using Cisco Finesse ip phone and with remote Netop software.
Supported Opower, Experian, FFE-CCBS, Talent Connect, Genref, Ventyx 9.3.1.
Remedy- SMC for client logging of tickets.
Environment: PC computers, Apple Computers, iPhone, iPads, android, windows 7, mac os, getacs, jet packs and more
VSP Eyefinity, Rancho Cordova, CA 03/2015-06/2015
Software Support Technician
Provide support for Officemate/Examwriter Software for 7,000 Optometrists across the United States
Utilized Salesforce for ticketing and knowledgebase
Provided support via WebEx and RDP troubleshoot wan/lan network connectivity issues
Provided support for SQL server and database
Environment: Microsoft Windows 7, Microsoft Office Suite.
Verizon Wireless, Rancho Cordova, CA 12/2012-12/2013
Customer Specialist
•Tier 1 trouble shooting mobile devices
•Equipment troubleshooting
•Handle customer escalations
•Manage customer account
•Handle billing concerns
•Setup new accounts
•Sold accessories for mobile devices
•Educate customer on the use of mobile device.
Environment: Microsoft Windows 7, mobile devices, tablets, mobile hotspots, jet packs, USB modems, routers.
Apple Computer, Elk Grove, CA 12/2003-05/2011
Lead/Senior Advisor – Tier 2
•Created help desk ticket system to assist ease support.
•Provided remote support to resolve customer’s issue.
•Provided technical support for software and hardware issues and peripherals.
•Worked together with engineers to resolve some hardware and software issues.
•Provided sales of all apple products, services, and 3rd party accessories.
•Provided support for wireless devices, routers, printers, and scanner.
•Provided follow up to customer and tracked issues.
•Provided remote support for customers.
Environment: Apple Computers, PC computers, routers, wireless devices, tablets, laptops, iPod, iPhone, apple servers.
San Joaquin County, Stockton, CA 01/2001-01/2002
Information Systems Analyst I
•Provided technical support for county employees.
•Provided support at different departments around the county by driving to location and resolving issue after receiving call.
•Supported Microsoft 95/98/NT/2000 operating systems, NT 4.0 and Novell servers, Outlook 2000, Office 2000.
•Supported Lan and Wan network for county applications, Microsoft applications, printers, scanners, setup of PC’s on network.
•Created users and groups with permissions.
•Installed applications, hard drives, backup drives, network cards, setup PC’s to network, router and switch, palm pilot and disk imaging.
•Logged tickets with track it software.
•Provided network configurations, TCP/IP and modem configurations, telnet, ping, and trace.
Environment: PC computers, Apple Computers, routers, printers, Microsoft 95/98/NT/2000, Vista, XP, Windows 7 operating systems, NT 4.0 & Novell servers, Outlook, Microsoft Office 2010.
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