Customer Service Technical Support
Resume:
Tremon Webb
Eastpointe, Michigan 48021
phone: 313-***-**** email: **********@*****.***
OBJECTIVE
To become an integral part of an organization’s goals and growth while utilizing my degree in Applied Science and experience in Computer Network Systems and Security
EDUCATION
ITT Technical Institute Troy, MI
Bachelor’s Degree: Information Systems Security
Associates Degree: Computer Network Systems
Certifications/Affiliations
Technical Support/ Help Desk
HIGHLIGHTS OF QUALIFICATIONS/SKILLS
Knowledge and experience with creating designs for LAN/WAN networks, cables such as RJ45, Crossover, Straight through cables with standards of A and B configurations
Extensive knowledge of all stages of informatics systems life cycle, ability to create centralized system to protect from unwanted network corruption by maintaining firewall administration, network security, intrusion detection and virus
Wide experience with hardware and local area networks
Knowledge and experience creating security policies, procedures and checklists
Vast knowledge of Microsoft products (Words, Excel, PowerPoint, Access, Outlook, Internet Explorer, Edge), Windows Servers (2012/2016/2019), Windows XP/7/10, Data Input, Visual Basic
Well regarded for ability to work independently or in a team environment with leadership skills
Extensive I.T. customer service experience
EXPERIENCE
Sun Communities Southfield, MI
IT Technical Support level 2 9/2021- Present
Worked with a variety of devices such as, iPad, laptops, mac books desktops, Poly phones, Zoom/ Creston audio visual devices.
Assisted with account setups within Active Directory, Okta administration, Simple MDM.
Perform shipments with Shipexec software for shipping out equipment to users in the field.
Provide highly proficient support to all team members via telephone, support tickets, email, and online chat all through Zendesk
Manage large amounts of inbound and outbound communications in a timely and effective manner.
Serve as subject matter expert for locating key resources to assist team members in performing their job duties, including extensive use of Sun’s online Knowledge Base.
Utilize exceptional customer service skills while exhibiting patience to exceed internal team members’ expectations.
Website support such as Yardi, SAS, Sunsource
Beaumont Health System Madison Heights, MI
IT Analyst 06/2016 – 04/2020
Worked on I.T. team performing the installation, configuration and ongoing usability of desktops, laptops, tablets, iPhones, androids, peripheral equipment and software
Tested, deployed and updated computer software; created and maintained desktop images
Performed routine network and PC installations, troubleshooting/resolving issues
Supported a variety of applications such as Allscripts, Home Care Home Base, Cerner, CPR+, HDMS, Brightree, Panini Check scanner, Outlook, Office Suite
Assisted with account creations in EMR; assigning users to correct security groups
Worked with vendors to resolve technical computer equipment and active directory problems
Conferred with users to review requests for service to identify requirements for information services; coordinated with operations and applications staff, contractors, or vendors as needed to provide desired solutions
Epic Support Analyst – supported Epic users/encounters, visit types; corrected Epic users security access and system workflows; assisted providers by granting specific access
Comcast Spotlight Bingham Farms, MI
User Support Specialist 12/2013 –05/2016
Modified and customized programs for internal system needs
Prepared evaluations of software and hardware recommended for improvements or upgrades
Oversaw daily performance of computer systems, upgrading when necessary
Installed and performed repairs to hardware and software on desktops and laptops
Conferred with management staff to establish requirements for new system setups for new employees
Created active directory accounts for new users; ensuring proper security was in place
Accelion Health/ Beaumont Health System Madison Heights, MI
Computer Systems Coordinator 05/2013 – 09/2013
Assisted staff with the installation, configuration and ongoing usability of desktop, laptops, peripheral equipment and software
Tested, deployed and updated software; created and maintained desktop images
Performed routine network and PC installations and troubleshooting, resolved related issues.
Supported a variety of applications such as Allscripts, Cerner, CPR+, HDMS, Panini Check scanner, Outlook, Office Suite
Worked with vendor support to resolve technical issues with desktop equipment and software
Caretech Solutions Troy, MI
Service Desk Analyst 01/2013 – 05/2013
Received incoming calls from Client Community and provided first level support; documented each call verifying customer information and including all troubleshooting steps
Researched, resolved, and responded to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalated problems to appropriate individual/group
Provided timely solutions to user problems ensuring user productivity
Acquired and maintained current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
Attended training sessions as required
Participated in team projects that enhanced the quality or efficiency of Service Desk and assisted with special product-related issues as needed
Hewlett Packard Pontiac, MI
Technical Support Rep 01/2012 – 01/2013
Provided client support and technical issue resolution via e-mail and phone
Configured software to connect to application servers
Provided system training to clients
Identified, corrected and reported system-wide issues with computer systems
Created new accounts using company provided software tools
Analyzed call logs determining trends and underlying system problems
Provided internet, VoIP, router and firewall configuration support
Configured system hardware, software and network components
Supported Microsoft Outlook/Word/Excel
Corrected users’ profiles, user smartcards, and passwords
Used remote access to further fix clients’ PCs
Contact this candidate