Customer Support Specialist

CORNELL WIGGINS

Washington, DC 202-***-**** **************@*****.***

SUMMARY

Highly motivated technical support engineer with a get-it-done spirit. Seeking to leverage a mix of customer service and end-user technology support experience.

EXPERIENCE

Managed Services Consultant – Delcor, Washington, DC

April 2022 – Present

Manage audits, E Recycle and and leading on problem and incident management

Collaborates with leadership and engineering team to develop and support an IT roadmap at U.S to maintain network infrastructure

Support and maintain Personal Computer (PC) operations including the diagnosis of hardware and software failure. Maintain hardware and software in compliance with corporate standards. Act as the liaison with vendors to repair or replace hardware. Support help-desk function for internal and remote users while leading help desk team and develops junior staff

Administration and troubleshooting for: Servers, Firewalls, Wireless Access Points, Desktops, Remote Access, Email Services (Office 365), Networks

Provide high-level customer service to clients through timely ticket closures, continuously providing updates, and professional responses to emails and requests while onsite and remote for on call rotation

Facilitate and support product change review board meeting and representation at enterprise meetings and Board week

Proactively provide updates on client statuses to leadership team while on standby as a go-to resource when it comes to their networks and systems

Facilitate Onboarding & Offboarding/Orientation while working closely with HR

Network Associate II – Dataprise, Washington, DC

January 2021 – June 2022

Provide onsite & remote support to EIG Partners including traveling across the country

Supports - Windows Server, Exchange Server, Small Business Server, Active Directory, Office 365, SharePoint, Azure, Ethernet, Wireless Networks, Citrix, SonicWall, Cisco, DNS, DHCP, Mitel/ShoreTel, Star Leaf.

Maintains end-user operating system functionality on-call/after hours, software installation, and troubleshooting

Onboarding & Offboarding/Orientation for every new user Worldwide

Assist with recommending new technology including electronics & software

IT Support Specialist – mindSHIFT Technologies (Ricoh USA), McLean, VA January 2020 – January 2021

CERTIFICATIONS

Network+ Certification

George Mason University

2018

A+ Certification

George Mason University

2018

Security+ Certification

George Mason University

2018

Information Technology Tech Advance

Volgenau School of Engineering, George Mason University

2018

EDUCATION

Western Governors University, Online, 2024

BS, Cybersecurity and Information Assurance

High School Diploma, 2012

Westlake High School

SKILLS

Microsoft/Office 365

Active Directory

Problem Solving

Troubleshooting

Communication/collaboration

End-User Training

Ticket management

Customer service

Windows 10, Mac OSX

Android OS, Apple iOS

Linux

Provide remote support to a diverse range of clients in real-time over the phone and through remote desktop tools

Open and manage customer support requests according to defined verities and priorities, documenting all support issues and troubleshooting using ServiceNow ticketing system.

Supports Microsoft Office 365 apps, industry-standard workstation and server hardware, 3rd party vendor software applications, VPN, and Active Directory administration.

Collaborates with team to identify solutions to customer support requests and escalates to other team members or external resources as needed

Maintains end-user operating system functionality, software installation and troubleshooting; diagnostics and support including malware/virus detection and removal

Virtual desktop and Citrix server administration

Cisco VoIP phone configuration and support

Email configuration and support – Routine maintenance and troubleshooting in Microsoft Exchange server and ECP

End-User Support Engineer – Seminar Network, Arlington, VA

June 2018 – January 2020

Support end-users on-site and remotely, troubleshooting and resolving various computer hardware and software problems

Accurately record, update, and document requests using the Zendesk ticketing system

Managed user accounts using Active Directory, Azure, and Microsoft 365

Imaged and deployed equipment to onsite and remote end-users

Employee offboarding and onboarding

Configured and maintained employee mobile devices using Intune

Monitored Active Administrator alerts to ensure there are no security breaches. Alerts included failed login attempts, password resets.

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