Tech Support Customer

Meo Kellerman

***.*********@*****.*** 202-***-****

Summary

Has 12 years of experience providing IT solutions for in-house and end users.

Over 10 years’ experience with Mac and IOS devices.

Professional Training and Certificates

Masters of Fine Arts in Motion Picture and TV Production

Apple Final Cut Pro Editor

JAMF 100 Test Scheduled

Related Experience

Service Desk Manager Brighthouse/Commonwealth Financial /HCL Technologies Cary, NC, June 2022 – Present

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Manage Service desk team and evaluate performance.

Ensure customer service is timely and accurate on a daily basis.

Recruit, train and support help desk representatives and technicians.

Set specific customer service standards.

Contribute to improving customer support by actively responding to queries and handling complaints.

Establish best practices through the entire technical support process.

Develop daily, weekly and monthly reports on help desk team’s productivity.

Provide customer feedback to the appropriate internal teams, like product developers.

Installed and upgraded, hardware and software. Backed up and reinstalled user profiles.

Reported, tracked, and managed user requests and trouble tickets using SNOW.

Follow up with customers to identify areas of improvement.

Improve knowledge article catalog.

Used JAMF Software for endpoint management for Mac users

Support Apple Computer and mobile devices.

Manager for Mac Upgrade and refresh teams.

Apple Computer and mobile device inventory manager.

Exchange Active Sync and IOS devices

Mobile Device Management

Service Desk Manager Assured Partners/HCL Technologies Cary, NC, March 2019 – June 2022

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Manage Service desk team and evaluate performance.

Ensure customer service is timely and accurate on a daily basis.

Recruit, train and support help desk representatives and technicians.

Set specific customer service standards.

Contribute to improving customer support by actively responding to queries and handling complaints.

Establish best practices through the entire technical support process.

Develop daily, weekly and monthly reports on help desk team’s productivity.

Provide customer feedback to the appropriate internal teams, like product developers.

Reported, tracked, and managed user requests and trouble tickets using SNOW.

Follow up with customers to identify areas of improvement.

Dispatch Manager– Assured Partners/HCL Cary, NC, January 2018 – March 2019

Provide technical support to VIP users with hardware and software setup and configuration.

Manage third party vendors.

Manage dispatch technicians.

Assisted customers with tech support through Apple Remote, TeamViewer, and Active Directory.

Prepared Mac and Windows laptops and Desktops for users.

Provided Mobile Device Management Supported IPhone, IPad, and Blackberry mobile devices.

Exchange Active Sync and IOS devices

Mobile Device Management

Senior Deskside Support/Mac Tech– Nike/Epsilon/Stefanini Dallas, TX, September 2017 – December 2018

Provide technical support to VIP users with hardware and software setup and configuration.

Used JAMF Software for endpoint management for Mac users

Support Apple Computer and mobile devices.

Manager for Mac Upgrade and refresh teams.

Apple Computer and mobile device inventory manager.

Resolved IT issues with user accounts, software, and hardware

Assisted customers with tech support through Apple Remote, TeamViewer, and Active Directory.

Prepared Mac and Windows laptops and Desktops for users.

Provided Mobile Device Management Supported IPhone, IPad, and Blackberry mobile devices.

Assist users with AV issues in meetings and conferences.

Assist users with Cisco and Blue Jeans meetings also apply strategies for utilizing media tools (e.g., webcam, polycom, video teleconferencing) to produce HD video conferencing, voice conferencing or telepresence enabling open, standards-based video collaboration.

Wireless network (WI-Fi) setup

Assist users with cisco and Bluejeans meetings.

Installed and upgraded, hardware and software. Backed up and reinstalled user profiles.

Reported, tracked, and managed user requests and trouble tickets using SNOW. Installed, configured, and mapped printers for users.

Senior Mac Specialist – AARP Washington, DC, February 2015 – September 2017

Senior Mac Specialist Provided technical support to all customers with Apple Mac hardware and software setup and configuration.

Manager for Mac Upgrade and refresh teams.

Apple Computer and mobile device inventory manager.

Created SOP Guides for IT staff pertaining to Apple systems and mobile devices

Resolved IT issues with user accounts, software, and hardware (e.g., Outlook, Adobe, file vault).

Assisted customers with tech support through Apple Remote, TeamViewer, and Active Directory. Prepared Mac laptops and Desktops for users (MacBook Pro, MacBook Air and IMac computers) Provided Mobile Device Management Supported IPhone, IPad, and Blackberry mobile devices.

Exchange Active Sync and IOS devices

Mobile Device Management

Wireless network (WI-Fi) setup

Used JAMF Software for endpoint management for Mac users

Installed and upgraded hardware and software. Backed up and reinstalled user profiles.

Reported, tracked, and managed user requests and trouble tickets using SNOW.

Installed, configured, and mapped printers for users.

Created technical how to videos for staff using Adobe Captivate, Final Cut Pro, and QuickTime Pro

Experience troubleshooting Adobe programs.

IT Specialist – Washington DC Government DMV Washington, DC, July 2014 – February 2015

Provided technical support to customers with IT hardware and software setup and configuration.

Resolved Windows/OS X issues with user accounts, software, and hardware (e.g., Outlook, Destiny, ETIMS).

Assisted customers with tech support through Dame Ware and Active Directory.

Prepared Windows and Mac laptops and Desktops for users

Provided Mobile Device Management. Supported IPhone, IPad, and Android mobile devices.

Gives insight to the CIO about migrating over to Apple computers and how we can implement them at the DMV

Installed and upgraded hardware and software. Backed up and reinstalled user profiles.

Reported, tracked, and managed user requests and trouble tickets using the Dell Kace System.

Installed, configured, and mapped printers for users.

Created Windows images for DMV computers.

Provided Technical support for Destiny.

Edit technical how to videos for staff using Adobe Captivate

Managed user accounts in Active Directory

IT Analyst – Reagan National Airport Arlington, VA, Aug. 2013 – July 2014

Provided technical support to customers with IT hardware and software setup and configuration.

Resolved IT issues with user accounts, software, and hardware (e.g., Outlook, ERP, video projectors).

Assisted customers with tech support through Windows Remote Assistant.

Installed and upgraded, hardware and software. Backed up and reinstalled user profiles.

Reported, tracked, and managed user requests and trouble tickets using the Remedy Service Request System.

Installed, configured, and mapped printers and network shares for users. Produced Videos for IT department and airport staff using Camtasia

Windows System Administrator - Indus Corporation (DoD/Pentagon Contract) Washington, DC July 2011 - 2013 Monitors, maintains, configures, and repairs Windows Operating Systems (OS).

Optimizes system operation and resource utilization and performs system capacity analysis and planning.

Analyzes system faults, troubleshoots, and runs diagnostic tests on operating systems and hardware to detect problems.

Evaluates and installs developed software.

Reviews and revises procedural documentation for systems, tests and installation of software.

Investigates and recommends methods and techniques for obtaining solutions.

Initiates preventive maintenance on operating systems as well as repair to system/environment problems.

Provides system environment solutions for multiple projects with varying schedules that are critical to the success of programs.

Plans system environment requirements for individual projects and participates in the creation and maintenance of the overall management plan.

Created secret, and top secret user accounts in Active Directory

Apply strategies for utilizing high technology media tools (e.g., webcam, polycom, video teleconferencing) to produce HD video conferencing, voice conferencing or telepresence enabling open, standards-based video collaboration.

Education

Masters of Fine Arts, Motion Pictures and TV Production, 2007 - Academy of Art University, San Francisco, CA

Bachelor of Arts, Communications, 2001 – University of Science and Arts, Chickasha, OK

***.*********@*****.*** 202-***-****

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