Technical Support Service Desk
Resume:
Michael Evans
Technical Support
**********@*******.***
*** ****** **** *****, *************, GA 30043
Experience
GCS RSC Service Desk Specialist I • All Covered • MAY 2016 – Present
Onsite - Provided desk side software and hardware support for users at sites within the Gwinnett Medical Group. Traveled approximately 10 sites, from specialists in cardiology to general practitioners. Experience with eClinicalWorks, GEMMS, various EMR suites, diagnosing other medical equipment and working with vendors to resolve.
Provided remote telephone, chat, and email support for the Remote Support Center helpdesk.
Assisted customers with lockouts (Microsoft Active Directory, Entra, various VPN platforms, and site-specific applications) across multiple client sites. Connected to client user machines via Bomgar remote desktop to diagnose and resolve a multitude of general issues (email, printer connectivity, site specific software issues). Routed cases to appropriate Internal IT resources for resolution. On call as assigned. Worked with vendors to correct issues with software at client sites.
Employment Support Center Technician, Adv • Jack Henry and Associates • May 2011 – May 2016
Assisted customers with lockouts across various company domains, PeopleSoft environments, and VPN accounts. Routed cases to appropriate departments for resolution. As an employee in a remote office, assisted PC Technicians with onsite hardware issues upgrades, and repair. Assisted Telecom department with onsite hardware upgrades and hardware maintenance for Avaya VoIP Phone System. Assisted Server Admins onsite with server blade removal, replacement, and physical setup. Assisted Network Engineers with onsite port troubleshooting. General Windows (7, 8.1, and 10) troubleshooting, Internet Explorer (8 through 11 and Edge), and Office (2007, 2010, and 2013) troubleshooting. General Troubleshooting of several in-house products. Closing on average of 20 to 45 cases a week. Oncall as assigned.
Support Analyst • Noble Systems • November 2006 – May 2011
Proactively addressed issues using the company's automatic guardian alert system. Addressed inquiries about system customizations and relayed requests to appropriate departments, following up when necessary. Connected with customer via web-based application to troubleshoot and correct issues. Assisted in bringing downed sites back up to a functional level, providing a root cause and corrective course of action to minimize future downtime. Reset passwords for UNIX accounts on servers at customer sites. Set up and modified cron schedules and shell scripts to specifically address the needs of customers and sites.
IT Manager• Velocity Sports Performance • February 2006 – November 2006
Set up and maintained local desktop and laptop computers running Microsoft Windows XP operating systems. Maintained server backups and created schedule for daily, weekly, and monthly server backups. Facilitated move to a new Windows 2003 server as previous server was failing. Set up new user accounts, terminated and archived old user accounts for legal purposes. Worked with third party vendor to reduce Spam for corporate office and all franchise locations. Corrected issues with Audio/Video systems in franchise presentation and conference rooms. Assisted users at corporate office with general hardware and software issues. Trained and assisted users with various software applications (MS Word, PowerPoint, Excel, etc.). Set up and maintained phone and voice mail accounts for internal users. Assisted visiting guests with network and Internet access. Processed requests for the set up and termination of employees at franchisee locations. Provided phone and remote desktop troubleshooting and support at franchise locations on several types of software, hardware, and network issues. Updated corporate website with new franchise locations and removed locations that were no longer in service. Set up websites for new franchise locations. Trained owners and business managers of franchisee locations to maintain and update information on their local websites. Corrected major issues with company’s website, vastly improving speed and performance. Created custom graphics for several franchisee locations while staying within the scope of the company parameters. On call for all critical issues.
Summarize your key responsibilities and accomplishments. Here again, take any opportunity to use words you find in the job description. Be concise, targeting 3-5 key areas.
Skills
Software and hardware diagnosis and remediation Documentation
Excellent verbal and written communication skills PC and laptop hardware
Server hardware SQL Experience Unix Experience
Windows OS Windows Server Environment Mitel Administration
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