Technical Support Customer Service

Michelle Osborne

P.O. Box ***, Roseville, CA ****8

Cell: 650-***-****

********@*****.***

Linkedin – Michelle Osborne-Short - https://www.linkedin.com/in/michelle-osborne-02267422/

Linkedin – Michelle Osborne - https://www.linkedin.com/in/michelle-osborne-b669bb1b6/

Objective:

To obtain a Technical Support or Customer Service position, performing analysis of technical business. Where I can deliver solutions, provide support to build relationships, wow the client and provide World Class Customer Service and Technical Support. Over 20+ years of Customer Support and Technical Support experience providing State-of-the Art assistance and maintenance to many different computer systems, hardware and software. Installing, configuring, updating, managing software, resolving any issues that come up related to specific equipment, hardware, software, and specialized software.

Skill Summary:

Extensive years of Customer Support and Technical Support experience

Over 7 years of experience in information technology and management

Assist With OS upgrades to Windows 10 and software install.

Comprehensive understanding of network architecture and client/server technology.

Strong problem solving and communication skills

Highly motivated with proven analytical and decision-making abilities

Excellent trouble shooting of Windows OS, Win7, Win10, problem solving and prioritization skills.

Assist in management and troubleshooting of BitLocker and BIOs firmware

Excellent ability to organize and set priorities, follow through to successful completion.

Strong Experience with Setup/Configured Systems Center Configuration Manager (SCCM), BitLocker Encryption, Active Directory.

Strong interpersonal, customer education, interaction, telephone/one to one communication skills

Strong customer relationship building, coaching, mentoring and project management skills

Able to work under extreme pressure, time critical situations, fast paced, high call volume environments

Ability to handle multiple task, and interview customer and/or clients effectively

Excellent case load, ticket/case management and dispatch via priority experience

New account management, Contract and service agreement, and order fulfillment experience

Over 10 years of experience in multi-protocol (Cisco/Lucent Networks)

Over 10 years of experience in inter-networking and telecommunication environments

Over 10 years of experience in sales, using a variety of sells techniques and negotiations skills

Professional positive team player, with strong attention to detail

Technical Skills:

Operating Systems and Software

Windows XP/7/8/10, MacOS, Unix, Linux, Cisco IOS, Lucent Portmaster ComOS, SGI Iris Indigo OS

Microsoft Office, Outlook, Remedy, Clarify, Salesforce, Inquira, Cisco WebEx, Livelook, VMWare

Knowledgebase, Call Management Systems, Cisco IP phone implementation, Meditech, SaaS, SQL,

VPN, Active Directory, SCCM, Internet Explorer, Netscape, Firefox, Safari, Chrome

Networking and Information Security

Clear understanding of networking equipment and systems, Network specialties including LAN, WAN

Design configuration, implementation, troubleshooting, upgrade, software deployment, management, storage and security, Citrix, and Active Directory. Clients/Servers, Access Points, Circuit and Packet Switched Networks, Routers

Switches, Hubs, Firewalls, Cabling, IP Addressing/Subnetting, TCP/IP, Ethernet, Appletalk, Token Ring, FDDI, Fiber Optics, FTP, TFTP, ADSL, DSL, OSPF, EIGRP, BGP, ATM, VLAN, T1, T3,CT1, Frame Relay, ISDN, ATM Multiplexers, High Speed Modems, CSU/DSU’s, PPP, Leased Lines, Digital Telephone, Network monitoring, Network/Packet Analyzers, Packet Sniffers, Extensive trouble shooting

IT experience, Enterprise, CRM’s, Desktop computer systems, Security remediation, EPO Server, VPN, PC and MAC

Imaging Data backup, ITAM, SCCM, CM12, CMD prompt, Registry, Security Software and Certificates

(ECA, SSL and PKI Certificates), PKI infrastructure and ID protection IPsec, digital ID’s and 2nd Factor or Multi Factor Authentication. LDAPs, and experience with a wealth of remote software. Strong experience running diagnostics and logs.

Work History:

Amazon (Roseville, CA)

Amazon Stower April 2021-Date

Picking, scanning and placing items into storage shelves in a fast and efficient manner

Maintaining a minimum rate of scanning and putting away items (around 450 items an hour)

Following the right procedure to operate a handheld scanner

Diverting packages coming down a converter belt to go to the right location

Driver assisting by helping the drivers to load goods onto the vans

Perform as traffic controller when trucks enter the warehouse

On the safety committee to assist in making sure that safety procedures are applied

Ricoh/Stanford Healthcare (Newark and Palo Alto, CA)

Application Administrator Aug 2018-Date

Application Administrator IT Print Server Lead

Provided Print Server Administration, Data Security, Secure Print Escalation and Support

Provided a wide range of Ricoh and Third-Party Software Support.

Provide Configuration, Troubleshooting, installation with windows OS/Win 7/8/10.

Managed over 900 Printers via Stanford Hospital and University Networks Print Server

Responded to all printer software and server escalations, priority 1's and 2's, and outages in the infrastructure

Print Server Network Support and Escalation

Primary Print Server Liaison and Direct go to person

Managed added, moved or deleted MFP's from the network via Output Manager Print Server Enterprise Software

Monitored system health, ran system diagnostics, and provided reports

Provided organization, formatting, management, and distribution of data that was created by enterprise application software and EOM

Supported Enterprise Output Manager and Streamline NX software

Managed the print server upgrades and updates, worked as a cohesive team member to provide support during outages, upgrades and updates

Wrote all print server Knowledge Base articles on how to copy, scan, and fax using secure print software

Attended all Print Server and Engineer meetings regarding Print Server Administration and Fleet support

Provided access and privileges to administrators and privileges to modify configuration files

Assisted and coordinated print server upgrades via the production and non-production environments

Modified Server Configurations as needed while working closely with Engineering

Maintained all IP Addresses, Cluster and load balancing configuration and data information and mapping

Installed Software using SCCM on Active Directory

Performed the restarts and stops of managed servers due to slow response times and outages as needed

Assisted with user Escalations of adding LDAPs and privileges to the server

Lockheed Martin – Maintech Contract (Sunnyvale, CA)

Desktop Support Engineer Tier II Feb 2017- Aug 2018

Integrated new systems into the network infrastructure, troubleshot, and repaired systems within the network infrastructure

Initial installation of Windows and MAC OS Software including predefined engineering software

Troubleshot issues on multiple computer platforms and operating systems: Windows, MAC and mobile devices.

Restored, backed-up, and provided system recovery and encryption recovery.

Provided general desktop support to company staff by troubleshooting desktop software applications, including department-specific applications.

Utilized SCCM Configuration Management (DMT) Tool and security tools.

Installed, configured, updated and troubleshot services and network drivers for customers on the local network and remotely

Setup/Configured Systems Center Configuration Manager (SCCM).

Utilized EPO Server to add users, add host, obtained XML files and recovery options. Supported McAfee, BitLocker Encryption, and other encryption software.

Assessed computers for refresh on demands

Utilized IT asset Management tools, (ITAM), Tip, Unified Deployment

Navigated and managed accounts in Active Directory. Verified whether users were on/off domain, added users back to the domain via AD.

Provided local, and remote user and computer support. Processed VPN activation.

Utilized Remote Desktop, Remote Assist, Juniper Pulse Connect Secure, Casper, LM App store, JSS

Expert knowledge of Windows operating systems and Microsoft Office suite of applications.

Utilized PC-based word processing, presentation, and e-mail software preferred knowledge of network configurations: LAN, WLAN, Wireless, VPN, and VLAN

Troubleshot medium to high level network issues and escalated as needed.

Installed patches, updates and software on individual computers that is not able to update through automated installation.

Fundamental knowledge of Ubuntu servers/computers; Linux hardware and software

Provided services to organizations, business units spread across multiple locations and collaborating remotely with staff in remote locations.

Queue Managed, responded to Escalations

Suggested process improvements on ongoing basis and created documents on a needed basis ongoing

Work closely with departmental managers to determine the maintenance and growth needs of the network

Monitored and changed network technology and delivered a technology update to the executive team each quarter

Troubleshot minor to medium network issues and escalated as needed. Lead project documenting technical notes and SOI's specific to IT hardware team.

Queue Manager/Escalations/Suggestions of process improvements to upper management

Lockheed Martin - Maintech Contract (Sunnyvale, CA)

Security Remediation Analyst Jan 2016- Feb 2018

Monitored and analyzed security events

Owned and managed tickets to resolution

Analyzed a variety of teamwork and host-based security logs as well as Active Directory (AD), Desktop, and application security to determine the correct remediation and escalation path for each incident

Setup/Configured Systems Center Configuration Manager (SCCM)

Independently followed procedures to contain, analyze, and eradicate malicious activity and vulnerabilities

Utilizing security tools such CM12 Configuration Monitor and SCCM Configuration Management (DMT) Tool, to deploy software updates and patches to targeted computers

Identify and remediate CM12 issues by researching and analyzing with available resources

Rebuilt servers

Symantec Corporation (Mountain View, CA)

Technical Support Analyst Jan 2011- July 2015

Provided High Quality Technical and Security Software Support direct to Symantec Customers

Provided Technical Support for Desktop Computers, Mobile Devices, and Tablets

Collected information related to software and hardware problems

Replicated and verified customer issues, managed multiple issues and prioritized customer needs

Supported McAfee, BitLocker Encryption, and other encryption software.

Created, edited, and published internal/external and customer facing knowledge base solutions to expedite case resolution, improve customer satisfaction, and reduce resolution times.

Worked on tasks such as writing technical notes and solutions, reviewing product documentation, employee cross-training, and other projects

Quickly absorbed product knowledge, used strong analytical skills to effectively and quickly resolve customer problems of medium to high level of complexity

Provided product and pre-sales information

Coordinate with pre-sales team to help facilitate installations and RMA's (Return Authorizations) of defective and damaged product.

Worked closely with the Enterprise team - Utilized database to open tickets and Escalate problems, bug reports or complex problems to Enterprise or Engineering (EME) teams to resolve customer problems. Received inbound and outbound customer calls, emails and chats

Used all proprietary databases, web and telephony tools effectively

Provided quarterly updates to management of top 10 customer concerns and issues, provided feedback and process improvements and suggestions

Initiated conference calls when necessary

Supported pre and post product launch readiness activities

Analyzed, evaluated, identified, and resolved customer problems based on different operating systems, browser types, Desktop applications. Back up, exporting and importing. Oracle Live Help on Demand, Sales Force, Cisco Web-Ex, Live Look

Provide product and pre-sales information and coordinate with pre-sales team to help facilitate installations and RMA's (Return Authorizations) of defective and damaged product.

Work closely with the Enterprise team - Utilize database to open tickets and Escalate problems, bug reports or complex problems to Enterprise or Engineering (EME) teams to resolve customer problems. Receive inbound and outbound customer calls, emails and chats

Use all proprietary databases, web and telephony tools effectively

Bank of America (Las Vegas, NV)

Customer Service Representative 2006-2010

Provided Customer Service for Bank of America’s customers

Utilized Bank of America’s Solution Center data base to resolve customer issues

Provided account status, information and updates and recommended investment products

Assisted in opening new accounts, setting up IRAs/CD’s, ATM transactions, and loan information

Issued credits, stop payments, fund transfers and a series of call resolutions

Evaluated calls, either resolved or escalated to appropriate departments

Analyzed calls and provided technical support for Bank of America’s Online Banking customers

AT&T Broadband/Comcast (Livermore, CA)

Technical Support/Customer Account Executive 2002-2004

Provided technical support for Comcast cable and HSSI internet customers via 800 line

Troubleshooting technical problems, isolated and identified the problem

Documented and logged all pertinent information into the case notes

Created and opened tickets in order to dispatch field technicians

Provided billing services and processed payments over the telephone

Sought out sales opportunities by utilizing up selling and cross selling techniques

Lucent Technologies (Pleasanton, CA)

Technical Support Engineer 1998-2001

Analyzed, maintained and supported Lucent’s routers and Access Servers/products

Provided direct technical Support to customers and field staff

Responsible for problem resolution specific to Wide-Area-Networking protocol

Phone/email & fax consultations to debug network system problems of Medium to High level of complexity

Identified problems, determined resolutions, maintained and logged case notes into Remedy database

Liaison between Engineering, marketing, Customer Service and other departments

Lucent Technologies (Pleasanton, CA)

Associate Technical Support Engineer 1997-1998

First response to Lucent’s external/internal customers via 24X7 800 phone lines into technical support call center

Provided Technical and Customer support via telephone, email, fax and over the internet

Verified entitlement via serial numbers and maintenance contracts

Provided technical support for new installs, configuration and maintenance, upgrades, password recoveries and return authorizations

Interviewed callers to obtain essential information

Opened cases/tickets and recorded data and critical information using Remedy database/maintained team and individual goal of resolving 60 of all cases first call resolution

Resolved problems using information resources and problem solving skills

Analyzed cases to determine priority levels, resolved case and/or dispatched to higher level of support

Cisco Systems (San Jose, CA)

Customer Response Center Representative 1992-1997

Initial Triage and support of Cisco Systems customer inquiries via 24x7 800 line into the Technical Assistance Call Center

Provided Customer support via fax, web and heavy phones-answered 80-120 calls per day

Responded to extremely time critical cases

Verified entitlement/status of warranty, and/or contract service agreements

Interviewed callers to obtain essential information; recorded data and critical information using Clarify database, logged and documented all pertinent case notes

Analyzed customer problems, identified problems and provided resolutions

Escalated and directed higher level problems to the appropriate technical support team, management or live handed it off to appropriate Engineer

Resolved 20% of all incoming tickets, utilizing Cisco’s manuals, information resources and website

Actively evaluated processes, customer request and suggested improvements/lead numerous projects

Education:

Associate of Science Degree College of Southern Nevada

General Education American River College, Sacramento, CA

(CNA) Certificate Nursing Assistant Nevada/California State Boards of Nursing

(CCNA) Cisco Certified Network Associate Cisco Career Certifications, San Jose, CA

Cisco Networking Academy Las Positas College, Livermore, CA

Seminars and/or Training

Bureau of Security Investigations License and Training

Cardiopulmonary Resuscitation (CPR) Trained

Bank of America Customer Service/Call Center Training

AT&T Broadband Customer Service Call Center University

Sun Microsystems Customer Service Training

Lucent Technologies Port-Master Router Training

Lucent Technologies Hardware configuration training

Cisco Systems Customer Service NW Concepts

Cisco Systems Internetworking Fundamentals

Introduction to Cisco Router Hardware Configuration

Cisco Systems Customer Satisfaction Breakthrough

American Research Group/ Introduction to Unix

Stephen Covey 7 Habits of Highly Effective People

References

Will be provided upon request

Contact this candidate