Customer Support Specialist
Resume:
Cell: 847-***-****
Email: *******@*******.***
SUMMARY
Mr. Nattinger is a help desk customer support specialist who has worked on computer infrastructure support jobs for over the past 20 years.
Most of his responsibility was fielding Level 1 and 2 customer support calls on a 24/7 schedule to resolve very technical infrastructure issues and providing technical expertise in the building and installation of Microsoft (primarily) servers and workstations.
He is proficient in Microsoft Office (Word Excel, Vista, XP, windows 7 and Windows 10 networking issues, Access and Power Point), as well as Symantec Antivirus Server and Computer Associates (CA) Arch Serve backup systems.
TECHNICAL SUMMARY
INDUSTRY SKILL TECHNOLOGY INFORMATION:
•A+ and Network+ Certified.
•Maintenance of CA Arc-SERVE Backup and Symantec Antivirus servers.
• Telephone client consultation and help-desk support for hardware, software infrastructure issues.
• Installation of hardware, software, peripherals. Personal and telephone when required.
• Installation, maintenance of Windows 2000, XP, Vista, 7, Windows 10 and UNIX Client systems.
• Central Office server installation and trouble shooting.
• Telephone diagnosis of hardware, software difficulties.
•Telephone resolution of connectivity problems for internet, network, e-mail, database and peripherals
•End user help-desk support for Windows and Microsoft Office (Word, Excel, Power Point, Access, Outlook)
•Telephone Active Directory configuration and support.
PROFESSIONAL EXPERIENCE
COMPUTER SYSTEMS CONSULTANT
Software Plus, Buffalo Grove, IL 60008 July 2008 to Present
•Support through help-desk responsibilities the development of PC systems and networks for small business operations.
•Consult with clients to trouble shoot and assess hardware and software needs for various IT settings so that systems put in place reflect the best solutions for the customer.
INFORMATION SYSTEMS FIELD SUPPORT
Cook County Clerk of the Circuit Court August 1992 – July 2008
During my employment at Cook County Clerk of the Circuit Court, my daily responsibilities were:
Local User Duties:
• Answered help desk telephone calls and log trouble tickets into Track-it.
• Installed personal computers, hardware and software, including Windows and Microsoft Office.
• Installed SQL Client applications for the central office.
•Installed “Passport” and “IBM Personal Commutations” terminal emulator software for client Mainframe access.
• Installed Symantec Antivirus Corporate Client on all computers.
•Troubleshoot hardware and software problems by telephone; created a trouble ticket using
Track-it help desk reporting software when needed for the central office.
Central Office Duties:
• Troubleshoot connection problems at central office by telephone.
• Create user accounts at the Central Office Domain Controller.
• Configure user accounts onto the domain and attach them to the central office.
• Verify that the user the Local Area Network (LAN) connection was working correctly.
• Install servers at the Central Office.
•Symantec Antivirus corporate server and clients; check server daily for virus on ALL clients.
And inform central office if virus is detected.
• “Arc-Serv” Backup servers. Hardware (including tape drives) and software.
• Use “Track-it” help desk tracking software to enter trouble tickets.
•Maintain (under a help-desk environment) multiple IT systems for Skokie Court Facility.
Including cashiering, security, mainframe, Novell and others, many of which used servers I built.
•Provide end user support and training of Microsoft Office for personnel on all levels of the operation.
•Made new equipment recommendations, and implemented hardware/software systems for Skokie Court Facility and central office.
• Maintain operations of central office servers, including the development of backup operations.
•Prepare annual assessment studies and evaluated necessary updates to determine current and future IT needs that could improve systems operations.
•Coordinate all necessary repairs for Skokie Court Facility and central office.
COMPUTER SALES/SERVICE SPECIALIST/TECHNICIAN
ComputerBay, Niles, Illinois November 1986 – July 1991
• In a help desk setting, coordinated sales, site set-up, and service of Apple computers.
• Provided help desk support for the infrastructure organization of this company.
• Supervised major corporate accounts for sales and follow-up service calls.
• Directed PC Repair division to restore a broad spectrum of hardware and peripherals.
•Apple and Epson printer certified.
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