Summary

Customer-focused Desktop Support with **+ years of experience with a broad spectrum of computer operating systems applications and hardware. Exceptional customer service and communication skills; consistently conveys competence and concern to end users, strong ability to effectively multitask to perform with a sense of urgency for issue resolution.

Highlights

• Troubleshooting proficiency

• Documentation & reporting

• Exceptional telephone etiquette

• Microsoft Office 2016/ 365

• Experience with Cisco networking

• Working knowledge with mobile devices

• TCP/IP concepts

• Patient and diligent

• Vast technical knowledge Windows

• Effective problem solving skills

• GoToAssist

• Remote Desktop

• Expert with Peripheral devices

• KeyPass

• Asset management

EXPERIENCE

IT Support (Contract) 2019-September - present

Altro Floors

During the Coronavirus outbreak reconfigured all desktops to work as remote systems to keep company in a productive position.

Troubleshot and resolved requests for software and hardware assistance, primarily coming in the form of e-mail, phone calls, LANDesk or Incident Monitor help tickets.

Performed PC upgrades, IT equipment moves, AD updates, trouble ticket routing and FCR's in ITIL environment, remote software support of LAN and home users, password resets, Avaya headset maintenance, and other tasks as required.

Maintained IT inventory documentation for audit tracking.

Provided call center support and escalated major incidents as appropriate

Provided excellent customer support while providing technical assistance in an efficient yet friendly and patient manner.

Assisted customers through remote desktop and N-Able program

IT Support 2019-Febuary – June 2019

VA Bedford MA

Maintained IT inventory documentation for audit tracking.

Provided call center support and escalated major incidents as appropriate

Provided excellent customer support while providing technical assistance in an efficient yet friendly and patient manner.

Assisted customers through remote desktop program

Break/fix as needed

Window 7 upgrade to Windows 10

Sr. Customer Experience Support Specialist 2014-June 2018

Gladson/FSEnet+

Lead/Supported SaaS based, client based call center

Action requests for customer service technical assistance via telephone, email, Skype; internal and external tickets and other methods

Log, document and track all aspects of customer service requests and technical issues via internal support ticketing system, from problem description and identified cause, through to issue resolution and solution delivery after verification of suggested solution

Assist customers with creation and documentation of business needs and technical issues via internal support ticketing system

Utilize a consultative sales approach to reduce the extended sales cycle

Follow up on all correspondence with customers to ensure the highest level of satisfaction is maintained throughout the issue identification, resolution, and solution delivery process

Document new and existing problems and solutions in the FSE Inc. knowledgebase for future use by internal and external users of FSE Inc. software

Assist in testing software functionality and reporting bugs or feature enhancements

Identify EDI, MDM and Data Sync solutions for existing and New clients

Identify 0ppertunities for territory growth

Record and document customer requests for routine additions and desired enhancements to the software.

Assist with performance of various scheduled and requested data maintenance activities.

Facilitate training and webinars for customers on technology applications

Assist other team members with training needs such as cross-training

Improve workflows and processes and create procedure documents as needed

Assist account managers with additional requests and projects as assigned, including but not limited to:

Creation of professional presentations

Creation of reporting and basic analytics using various technologies

Additional data maintenance and project work

Complete data matching/analysis projects using Excel and other matching tools for customer implementations

TECHNICAL ANALYST II 2007-2013

Sterling Commerce/IBM

Supported a client based call center. Managed client issues via call in or email with an average call volume between 50 to 100+ calls and emails a day. Assisted clients in processing their data to retailers in a timely manner. Acted as the mediator for clients to retailers, and internal personnel. Mentored peers and also worked in sub-teams to improve the Data Sync product and process. Experience matching Company and Contact information such as Contact names and addresses a plus.

NETWORK/DESKTOP SUPPORT ENGINEER 2001-2004

NavaPath, Inc., Andover, MA

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Respond to queries either in person or over the phone.

Write training manuals.

Train computer users.

Maintain daily performance of computer systems.

Respond to email messages for customers seeking help.

Ask questions to determine nature of problem.

Walk customer through problem-solving process.

Install, modify, and repair computer hardware and software.

Clean up computers.

Run diagnostic programs to resolve problems.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Install computer peripherals for users.

Follow up with customers to ensure issue has been resolved.

Gain feedback from customers about computer usage.

Run reports to determine malfunctions that continue to occur.

MILITARY

United States Army/Army National Guard 1986-2008

Retired

EDUCATION

Middlesex Community College

Associates in Business Management Graduated 2016

Computer applications

Troubleshooting Networks

CERTIFICATIONS

Licensed Contractor

Construction Supervisor License

OSHA-10 certified

Certificate for Electronic Technologies,

CPI, Woburn, MA

previously held A+, CCNA

Recently passed A+ Fundimentals

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