Help Desk Call Center

*** **** ***** ***** **. NE C: 404-***-**** advjjb@r.postjobfree.com

EDUCATION: ECPI University Engineering Technology

SENIOR HELP DESK / TECHNICAL SUPPORT PROFESSIONAL

●Accomplished Senior Help Desk professional with 15+ years experience in Computer Operations, Technical and Help Desk support.

●Computer/network operations experience in large global data centers with mixed computing environments.

●Help Desk supports hundreds of users worldwide, earning a solid reputation for productivity, complex problem resolution, Written Communication, and professionalism.

●HDI Certification

TECHNOLOGIES

●Active Diretory

●FileZilla

●Acess

●SQL Server

●Zendesk

●Netscope

●MS Office

●TCP/IP

●Yardi

●CISCO

●Lotus Notes

●Printer Logic

●Bit locker

●

●Windows 10

●DoorKing

●Zoom Admin

●Meraki Admin

●Workday admin

●Ring Central

●VPN/Secure ID

●NextThink

PROFESSIONAL EXPERIENCE

Gables Residential, Atlanta, Ga 3/ (2016) –2/2023

IT Analyst

●Responsible for effectively provisioning, configuring, Installing, operating, documenting, maintaining, monitoring, and reporting of systems hardware, software, and related infrastructure performance.

●Perform new user setup in a timely manner to ensure smooth onboarding of new associates.

●Update and deactivate user access based on weekly audits.

●Maintain company inventory via inventory management tool.

●Maintain a thorough knowledge of the support center software.

●Maintain a basic knowledge of all company software systems.

●Perform routine system interface imports.

●Monitor scheduled system tasks and document exceptions.

●Assist with excel related spreadsheets to include, Budgets, Bonuses, Key Stats, Lock Change Log.

●Stay informed of all policies and procedures that effect customers.

●Accurately prepare and convey monthly reports to IT Managers, Director, and Vice President.

●Random callbacks to customers for tracking customer satisfaction.

●Assist with special IT projects.

●Assist with any other duties as assigned.

EMS Management and Consultants, Winston Salem, NC 9/ (2015)-3/ (2016)

Help Desk Analyst

●Utilizing active directory to manage user accounts, securities, and permission

●Managing Microsoft exchange accounts.

●Troubleshooting client end user issues with virtualized environments(Citrix)

●Troubleshooting software and hardware related issue’s

●Troubleshooting routers and configuring switches

●Troubleshooting network related issue’s

●Installing VOIP phone’s using ring central, and softphone’s using In Contact

●Deploying new desktop/laptop’s to new and existing users

●Maintaining FTP site, providing access to clients.

●Installing, mapping, and troubleshooting printer related issues.

Schneider Electric, Alpharetta, Ga 3-(2014)-8(2015)

IT Support Engineer

Remotely supports an integrated software and hardware environment installed in locations across the world.

Support engineer monitors email and phone messages to engage with personnel to troubleshoot and maintain the environment in the US., hands on experience working with oracle forms/reports, SQL, PL/SQL. Integrate XML and other types of programming into database and applications, also assisting with coding and .NET taking and analyzing memory dumps to diagnose application crashes.

Remote into servers at remote location to examines log files, data collected by SQL Server, verifies proper network operation, checks for health of hardware devices.

Makes recommendations to local maintenance personnel to correct any problems found that cannot be corrected remotely.

Upon issue resolution, a report is created. All time must be accounted for and logged properly against the proper issue number and completion of remedy ticket.

Carestream Dental, Atlanta, GA 6-(2007)-3-(2014)

Technical Support

●Provide Tier2 (POS) technical support, dealing with management down to entry level. Troubleshooting software related error’s messages. Training with x-ray and imaging software, also correcting issues with sql reporting services, creating stored procedures and running scripts to correct issues. Training and implementations for Dental software applications, troubleshooting hardware, and software and connectivity issues. Strong knowledge of SQL server 2005/2008 and restoring SQL databases, writing SQL queries to extract data from databases, and exporting data to Microsoft Excel to organize data, assisting dental offices with submitting electronic claims and transmission of claims and electronic attachments. Assisting with Java downloads and updates to ensure applications run without issue, software updates, troubleshooting and researching software related error’s, and assisting with how to questions regarding the software

●Achieved the highest levels of productivity

●Earned solid reputation for resolving complex issues and providing exceptional customer service.

● Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to Help Desk staff.

●Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voice mail.

●Leveraged extensive experience in multiple operating environment including mainframe connectivity and security, Windows NT/2000 workstation and server and Unix.

Alltel, Virginia Beach, VA, (6-2005)-(4-2007)

Technical Support Rep

●Provide troubleshooting assistance to determine why the service, equipment, or features, are inoperable.

●Services include wireless, wireless internet, and other various wireless features. Process warranty exchanges, Provide billing assistance, assist with special projects and other duties as assigned

Panasonic, Chesapeake, VA (2-2003)-(6-2005)

Technical Support

●Handling inbound calls in a call center environment. Assist with questions regarding user guides, frequently asked questions (FAQs), Quick start guides and training materials as appropriate.

●Answering any questions regarding their Panasonic products. Troubleshooting everything in the product line, HDTVs, camcorders, mp3 player's etc, while answering any customer service questions.

Verizon, Norfolk, VA (3-2001)-(2-2003)

Technical Support

Taking inbound calls regarding Verizon DSL service. Analyzing and isolating trouble conditions. Understanding of PC components and functionality, the ability to work with customers on the telephone and to isolate/resolve problems with equipment troubleshooting any problems customers may have with speed or set up of service, also handling any billing questions, also provided end to end SAP solutions.

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