Support Representative Customer

NAME: Michael Allen

LOCATION: Locust Grove, GA

AVAILABILITY: Immediately

SKILLS:

5Ess, Active Directory, Adobe, Analytical Skills, Anti Virus, ATM, Backup, Basic, Billing, Broadband, Call Center, Cisco, Communication Skills, Computer Hardware, Computer Skills, Conferences, Customer Relations, Customer Satisfaction, Customer Support, Data Analysis, Database Administration, Dell Computers, Design, DHCP, Directing, DNS, Email, Ethernet, Features, Frame Relay, Help Desk Support, Hewlett Packard, IBM, IP, Knowledge Management, Lan, Languages, Laptop Computers, Linux, Lotus Notes, Macintosh OS, Marketing, McAfee, Meeting Facilitation, Microsoft Access, Microsoft Office, Microsoft Outlook, Microsoft Windows, Microsoft Windows 9X, Microsoft Windows XP, Modems, Multimedia, Netscape Enterprise Server, Networking, Nortel, Norton Utilities, Personnel, Pricing, Printers, Problem Solving, Process Engineering, Quality, Quark Xpress, Repair, Research, Routers, Sales, Scanners, Shell Scripting, SLA, SQL, Staffing, Switches, Symantec Packages, Systems Engineering, T1, TCP\IP, Technical Support, Telephone Skills, Trade Shows, Troubleshooting, Unique, Upgrades, Vista, VOIP, VPN, Wan, Windows 2000 Professional, Microsoft Dynamics, Customer Relations Management, Director, WebEx, SCCM, RDP, Citrix, Slack

EDUCATION:

B.S Computer Information System

DeVry University, 2000

PROFESSIONAL EXPERINECE:

IT Technical Specialist II

ServiceMaster, Sandy Spring, Ga 30328

May 2021- June 2022

On boarding for new hires

Presentation with HR for new hires IT portion

Configure newly imaged laptops for new hire.

Configure VPN/LDAP

Added new users to AD to select groups

Configured all AV conference rooms

Set up Yealinks VOIP phones with zoom

Wrote documentation for all new processes

Configure new users in Azure

Work with O365

Manage Meraki switch

Provide Moderately complex technical support for their specialty area

Act as team lead for setup and monitor services for their specialty area

Lead installation, configuration, and maintenance efforts related to their specialty area

Act as technical expert for other team members to resolve problems in their specialty area

Perform moderately complex troubleshooting and fact gathering, and escalate to appropriate team as needed

Define process imp

IT Technical Specialist II

American Home shield

Aug 2018 – June 2020

Provide Moderately complex technical support for their specialty area

Act as team lead for setup and monitor services for their specialty area

Lead installation, configuration, and maintenance efforts related to their specialty area

Act as technical expert for other team members to resolve problems in their specialty area

Perform moderately complex troubleshooting and fact gathering, and escalate to appropriate team as needed

Define process improvements for current technology processes or services associated for their specialty area

Under Moderate supervision

Technical Solutions Consultant II

Hewlett Packard Enterprise, Alpharetta, GA

Aug 2016 - Feb 2018

Successfully resolve technical issues (hardware and software) from incoming internal or external businesses, as well as end user contacts and proactive notification systems.

Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based upon customer entitlement (warranty through mission critical).

Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.

Evaluate unique or complex installations or configurations and make recommendations for resolution.

Add case resolutions to our Knowledge Management System (KMS).

Represent company in face-to-face customer location visits, industry conferences/trade shows, vendor meetings, etc.

Engages team members for support as required to ensure internal or external business and end users/clients service level agreement (SLA) demands are met.

Develop partnership with and assist the Sales Pursuit team.

CRM Customer Relation Management

Technical Support Analyst

Coca Cola, Atlanta, GA

Apr 2014 - Mar 2016

Provide first tier technical support and resolution of internal and external customers/users on basic hardware, network, software and application problems.

Install and configure computer hardware, software, systems, networks, printers, and scanners.

Troubleshoot and restore technical service and equipment issues by analyzing, identifying, and diagnosing faults and symptoms using established processes, scripts, and procedures; helps identify and analyze problem causes, patterns, and trends; recommends corrective action where appropriate.

Perform data analysis using appropriate tools and system transactions to support recommendations.

Investigate and identify customer concerns and resolves or escalates customer issues expediently and accurately within documented time frames

Log all incoming calls into problem management database and helpdesk systems; follows established procedures to document problems and recommends modifications to procedures as required

May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems

Simulate or recreates user problems to resolve operating difficulties; recommends system modifications to reduce user problems

Handle software updates and maintain records of software license

Technical Support Representative

IBM, Dunwoody, GA

Oct 2013 - Apr 2014

Respond to customer's requests for technical services.

Answering questions on the function and use of product with a call center environment.

Apply understanding and knowledge of information system products and services to assist customer on technical matters.

Recognize research, isolate, and resolve information system problems.

Maintain up to date knowledge of products and customer entitlement options to provide proper information to customer.

Be knowledgeable of resource material to provide information on client inquires.

Demonstrate quality communication skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction and ability to utilize various databases.

Strong Technical/Troubleshooting ability

Tier 1 Technical Support-Integrated Broadband Support

System Administrator/IT Helpdesk/Instructor

Brown College of Court Reporting, Atlanta, GA

Nov 2012 - Feb 2013

•Introducing new computer systems into current setups for optimum IT functions.

•Design, administration, installation and support.

•Troubleshooting IT systems when there is an issue reported by computer users.

•Performing a check to make sure all systems are working fine and up to date.

•Administering the creation, operation, modification and deletion of username and passwords of employees in the system.

•Implementing security software and tools to ensure maximum security from outside threats.

•Carrying out data backups and administration.

•Installing and maintaining software updates periodically.

•Tier 2 & 3 Helpdesk Support/Implementation Specialist-AT&T.

Assistant Manager Field Support

Brinks Compusafe Services, Marietta, GA

Dec 2003 - Feb 2008

•Responsible for Technical Support and data failure analysis of Compusafe and Change Dispensing Unit Project.

•Provide service-related data management and analysis, compile, categorize and summaries all service and operating data for analysis.

•Summarize by project, branch, and region, and compile reports for distribution to all pertinent Brink's personnel nationwide.

•Remote and onsite management and technical field support of Brink's personnel and compusafe product managers responsible for service and maintenance of operation in branches nationwide.

•Provide assistance and problem resolution to customer support center experiencing extraordinary product problems and customer complaints.

•Coordinate and communicate product updates, upgrades, changes, and service bulletins to pertinent Brink's personnel.

•Maintenance, training, testing, product upgrades, and modification in new or existing operations.

•Help product managers and operating branches achieve and maintain an average of one or fewer service call per unit monthly to increase branch operating margins.

•Train field service personnel in a classroom setting in multiple day sessions.

•Interact between field operations, engineering, vendors, and customers to facilitate product design changes, upgrades, and modifications.

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