Customer Service Technical Support
Resume:
Latonya Reed
***********@******.*** · www.linkedin.com/in/latonyareed1975 ·
Greetings,
Solutions-focused, team-oriented IT Professional with broad-based experience and hands- on skills in the successful implementation of highly effective IT operations, and the cost-effective management of innovative client and technical support strategies. Proven ability to successfully analyze an organization's critical support requirements, identify deficiencies and develop solutions for increasing reliability and improving productivity. I have gainful knowledge and understanding of computer hardware and software, including installation, configurations, troubleshooting and support.
Experience
10-2022 TO 1-2023
aSSOCIATE eNGINEER (BACKUP and Restore), RXO
Provide advice on the ITS backup and storage services.
Manage and maintain the backup systems.
Ensure backups are run to schedule and retention is met.
Verify all full backup jobs.
Maintain an audit trail of backups and restores.
Provide reports on job success/failure. Raise event alerts.
Perform file restore operations as required.
Tools utilized VMware, Splunk, Rubrik, Rubrik Support, ServiceNow, SolarWinds, Pure Manage, and Batch Patch.
Participating and resolving P1 and P2 incidents.
09-2018 to 09-2022
associaTE ENGINEER, XPO LOGISTICS
Provided 365/7 support for the US and Europe for monitoring and support of critical applications and proprietary systems within the company using SolarWinds.
Monitor server performance with over 1,200 monitoring templates across our private, public, and hybrid cloud environments. Continuous server monitoring, cross-stack correlation for our hybrid IT data, and the flexibility to monitor custom applications.
Critical down applications are addressed through business units and leadership, and management.
Decreasing and adding disk space to servers.
Participated in vulnerability and IT security projects with the CSO to reduce overall costs effective measures to save the company money. Reducing the risks of a security breach.
Participating and resolving P1 and P2 incidents related to any down applications network, and DBA related.
Processed decommissioned servers that are no longer being used using AWX procedures and VMware tools.
Change requests and incidents processed using ServiceNow for tracking purposes.
07-2016 to 9/2018
IT ANALYST, XPO LOGISTICS
Troubleshooting and Resolution of Tier 2/3 escalated technical issues.
Maintain and manage workload through computerized ITSM ticketing and tracking system.
Present a high level of professionalism and customer service throughout all interactions.
Ability to troubleshoot hardware, software, and networking issues on laptops, PCs, thin clients and mobile devices.
Execute duties through rotational services of desk side visits, phone troubleshooting, and walk-ups.
Maintain inventory of Dell and Mac accessories.
Use SCCM, PowerShell, and Active Directory and other diagnostic and remediation utilities to identify, diagnose and correct issues.
Create and manage user accounts.
Support end-users on applications, including Office 365, Multifactor Authentication policies and procedures.
Support end-users for questions on enterprise software applications.
Assist executive level management during Town Hall, executive style meetings.
Provide technical support and advice on varying projects in our evolving enterprise.
Able to interact with Dell and Apple equipment vendors and manage warranty on equipment.
Intermediate troubleshooting of Plantronics handset/headset devices.
Basic setup, troubleshooting, and configuration of Apple and Android mobile devices.
Support and assists with Konica, Brother network printers.
Configure and support MacBooks, Windows, and Android LAPTOPS.
Education
gENERAL eQUIVALENT cERTIFICATE, oLIVE- hARVEY COLLEGE
10-2022-pRESENT
pURSUING bACHELORS dEGREE- iNFORMATION TECHNOLOGY, uNIVERSITY OF pHOENIX
Skills
• Self-Motivated
• Active Listening
• Strong work ethic
• Volunteered to help assist with upcoming projects.
• Took careful notes in meetings for upcoming projects. and asked insightful questions.
• Followed a routine to complete all daily tasks.
Contact this candidate