Support Representative Active Directory

RANDI MARTIN

Salt Lake City, Utah 385-***-**** *****.********@*****.*** linkedin.com/in/randi-johnson-a2107342

CAREER SUMMARY

Analytical Technical Support Representative adept at resolving complex problems. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Remains calm in stressful situations with well-developed people skills.

HIGHLIGHTS

Windows XP/Vista/7/8/8.1/10

Virus/Spyware/Adware/Malware removal

Troubleshooting Hardware

Troubleshooting Java

SQL

SecureCRT/Putty

Toad for Oracle

A+ Certification

Ticketing/Salesforce

Printers

Financial software

Computer repair

Desktop Support

EXPERIENCE

Technical Support, Goldman Sachs/Xerox, Salt Lake City, UT, 09/2019 to 11/2019

●Implemented printer troubleshooting

●Replaced toner and waste containers as needed

Technical Support, Goldman Sachs, Salt Lake City, UT, 08/2019 to 09/2019

●Efficiently reset passwords and helped with troubleshooting various proprietary software, and triaging.

Customer Service Supervisor, Seasonal, Walmart.com, Draper, UT, 10/2018 to 01/2019

●Successfully de-escalated customer issues as they came in. Used a variety of tools to provide compensation for lost or stolen packages

●Assisted customers with placing orders if they were having difficulty doing so

●Helped lead a team of about 12 individuals, as well as assisting Tier One Customer Service agents

Customer Support Engineer, Salesforce, Salt Lake City, UT, 12/2016 to 06/2018

●Used a variety of SQL scripts and database queries to resolve issues with pending transaction table Performed triage to correctly escalate issues across teams

●Compiled knowledge base articles to update the company training database

●Used root cause analysis and problem solving abilities to resolve other issues as they arise

Help Desk, Autopoint, South Jordan, UT, 09/2016 to 11/2016

●Support of the company's automotive titling websites across several states, including web based troubleshooting on Internet Explorer and Chrome

Help Desk Support, D+H, Salt Lake City, UT, 06/2015 to 08/2016

●Support of D+H proprietary financial transaction software

●Installed various software versions onto client computers

●Installed and repaired Java Backing up and restoring software

●Installed and maintained hardware

Technical Support, CSS, South Jordan, UT, 09/2013 to 12/2013

●Support of Panterra Communications proprietary systems, including: Email, chat, and telephone support Maintaining and installing VOIP phone systems Coordinating external installs for new companies Helping to set up call flow

Technical Support Engineer, Xactware, Lehi, UT, 09/2013 to 12/2013

●Support of proprietary insurance software

●Installed the Xactware suite of software onto client computers

●Installed and maintained SQL databases

●Backed up and restored SQL databases as needed

●Uninstalled and reinstalled Xactware software and databases, as needed

Technical Support Representative, Redgear Technologies, Kaysville, UT, 12/2010 to 04/2013

●Supported proprietary tax software

●Performed troubleshooting and found bugs in software

●Reported issues with the updater in a timely manner

●Located and addressed problems with tax calculations

●Executed troubleshooting issues with SQL and Access databases

Technical Support Representative II, Unisys Salt Lake City, UT, 05/2006 to 05/2009

●Software and hardware support of Ameriprise systems

●Completed Troubleshooting with Lotus Notes

●Provided remote support using Citrix software

●Reset Active Directory passwords

●Network and VPN connectivity issues

●Escalated hardware issues to the appropriate field or corporate technicians

EDUCATION

Associate of Science, Computer Science, Southern New Hampshire University, 2018

●Currently working towards a degree in Computer Science, with a focus on Networking

COMMUNITY SERVICE

Volunteer, Best Friends Animal Shelter

Blood donor, Red Cross

ADDITIONAL INFORMATION TECHNOLOGY SKILLS

A+ Certification, Active Directory, Citrix, hardware, client databases, hardware support, hardware troubleshooting, insurance software, Java, Lotus Notes, Access, all Windows O/S, networking, software troubleshooting, SQL, tax, troubleshooting, VPN

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