Technical Support Analyst

Christopher R. McMillian

**** ********** **. ******, ** 27253

336-***-**** **********************@*****.***

IT professional and trained computer technician with demonstrated ability to integrate communication skills, experience and related education to exceed technical, business, customer requirements and overall company goals. Committed and motivated employee focused on the success of the team, the solutions, the company, and its values, while maintaining individual success.

TECHNICAL SKILLS

Windows 2000/XP/7/8/10/11

Microsoft Office

Active Directory

VPN

Hardware/Software installation

Network protocols and standards.

Microsoft networking

Desktop and laptop systems

Set-up users and policies

Network implementation

Install, configure, upgrade and troubleshoot vendor neutral systems

Component repair

Java

Enterprise Active Directory administrative in a multi domain structure.

Enterprise Single Sign On

C, C++

Python

LISP

Software Engineering

OS Fundamentals

DSN

COTS Software

Novell troubleshooting model

ASID

Perform post installation configuration

Troubleshooting

TCP/IP configuration

Preventative system maintenance and support

Install and configure client and server operating systems

Understanding of development, networking, security and business concepts

Diagnosing software and hardware problems

Install and configure Windows Server 2003/08/12

Experience working with Lexmark printers

Experience in stopping and restarting print spooler on a server.

Self Help pc’s and Vipr machines

I provided support for UTL and CMDP

I provided Support on EXCHANGE and OUTLOOK

Utilize ENTERPRISE Microsoft SCCM for updates and software/hardware inventory

Enterprise BOMGAR for remote connectivity and administration

Experience working in Mainframe z/OS emulation on a daily basis.

HDI-CSR certified

Experience supporting Avaya phone systems

Restarting the Avaya phone

Reconfiguring the Avaya phone for use

TECHNICAL TRAINING AND CERTIFICATIONS

New Horizons Computer Learning Centers, Durham, NC

Certifications upon completion: CompTIA A+, CompTIA Network+, MCSA: Windows 7, MCSA: Windows Server 2012, HSPD-12 CLEARENCE, Dell Printer certified.

WORK EXPERIENCE

Social Security Administration/Sky Communication (10 year contract) April 2022- Present

Helpdesk Technician, Graham, NC

-Answer and receiving calls from SSA workers, and responding to messages, through phone, email and skype

-Emailing workers, and calling them back, with information for higher up

-Solving workers problems at the first level

-Responding to the company’s chat, also helping co-workers out with their problems

-Following all company policy and regulations to the highest of standards

-Maintaining and building rapport with customers to help build a positive experience

-After exhausting all trouble-shooting steps, making tickets to move them up 2nd level

-Keeping open communication with customers regarding their equipment and shipping status

Social Security Administration/Koniag Federal Contractors April 2016 – September 2020

Helpdesk Technician I & II, Durham, NC

-Making and receiving phone calls.

-Greeting customers

-checking and verifying customer’s information

-changing and updating customer’s information

-troubleshooting customer’s hardware and software issues

-taking notes, filling out the proper templates to escalate to the proper

Department.

-while troubleshooting problems, I partook in groups to come up with a solution to a tech. problem

-followed strict guidelines and dress-code.

- following the trouble-shooting model, to come to a solution to a user problem

-Moving ticket to the 2nd tier, if needed.

-Closing and reopening trouble tickets, following up and informing customers of the progress that’s being made with their ticket,

Advantel/Verigent/United States Environmental Protection Agency October 2015 – November 2015

Firmware Technician, Durham, NC

Updated firmware in telephones for the E.P.A

Loaded and unload pallets of phones for upgrading and configuring

Checked the MAC addresses of the phone, to ensure the upgrade of the phone was completed

Loaded/unloaded pallets at different EPA (Environmental Protection Agencies) in Durham

Mercury Z June 2015 – August 2015

Jr. Network Engineer, Cary, NC

Deploy Virtual Path (VP) configurations to DSLAMS, ATM switches, and routers

Review circuit information from regional engineers for completeness of near-end and far-end VP definitions

Provide technical expertise to determine VP switching parameters, as necessary, during deployment

Update circuit information received from regional engineers with VP switching parameters used for deployment

Migrating AT&T customers, to the frontier network

Obtained new IP addresses for the customers

EDUCATION

Fayetteville State University, Fayetteville, NC

Bachelor of Science, Computer Science/Mathematics

ORGANIZATIONS/AFFLIATIONS

Alpha Phi Alpha Fraternity, Inc.

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