Technical Support Customer Service

Joe Reed

*************@*****.*** 919-***-**** Beaverton, OR

IT Support Analyst with 35+ years of experience in systems administration, technical support, and network troubleshooting

Professional Summary

Seasoned IT professional with 35+ years of experience in Tier II support, systems administration, and network troubleshooting across Windows and UNIX environments. Proven ability to resolve complex technical issues, manage SQL databases, and provide exceptional customer service. Seeking to leverage my expertise in a Network Technician role to support and enhance OLCC's IT infrastructure. Core Competencies

- Technical Troubleshooting (Windows, macOS, UNIX)

- Network Configuration & Maintenance

- SQL Database Management (MSSQL Server)

- Remote Support Tools (e.g., ConnectWise)

- Customer Service & End-User Training

- Systems Administration & Security

- Report Generation (Crystal Reports, Telerik)

- Hardware & Software Installation

Professional Experience

Seattle Technology Group Pittsboro, NC

Customer Success Agent I/II Oct 2017 Nov 2022

- Resolved 90% of customer inquiries independently via phone, email, and FreshDesk support portal.

- Managed hosted customer SQL databases and created custom reports using Crystal Reports and Telerik.

- Collaborated with product teams to troubleshoot technical issues and maintain product knowledge.

- Authored user documentation and knowledge base articles to support client success. RTI International Research Triangle Park, NC

Systems Administrator II/III Sep 2009 Dec 2014

- Administered Windows Server environments and managed dual datacenters.

- Supported .NET and ColdFusion apps, managed IIS environments, and handled MSSQL Server 20002008.

- Received nine "SPOT" Awards for outstanding technical performance. Computer Support Specialist I/II/Executive Support Oct 2006 Sep 2009

- Delivered technical support across diverse hardware/software platforms.

- Supported senior executives and developed documentation to reduce help desk load. Hewlett-Packard Enterprise (Contract) Raleigh, NC

Deployment Engineer Sep 2016 Jan 2017

- Deployed tools like HP uCMDB, McAfee ePO, and Tenable for the DHS CDM project.

- Built a troubleshooting lab and managed documentation for HUD Inspector General deployment. Acumen Physician Solutions (Contract) Raleigh, NC

Application Systems Analyst Jan 2017 Apr 2017

- Migrated 200 users from an outdated domain, configured 12TB RAID-6 NAS for improved storage.

- Supported both production and non-production servers. IXL Learning Raleigh, NC

Sr. Tech Support Analyst / Team Lead Jul 2015 Sep 2016

- Led support team of six to meet service level goals.

- Provided direct technical support and improved customer satisfaction through clear team communication. Pomeroy IT Solutions Raleigh, NC

Network Support Technician Sep 2005 Jul 2006

- Streamlined imaging process for school labs; supported hardware/network issues using HEAT system. Zen ComputerWorks Pittsboro, NC

Owner Oct 2003 Sep 2005

- Ran full-service IT business providing networking, support, web design, and documentation.

- Managed overhaul of a 700-page magazine site, staying on time and under budget. IBM Global Services Research Triangle Park, NC

Tier 3 Systems Administrator Oct 2000 Oct 2003

- Managed user accounts, security testing, software configurations, and 24/7 uptime compliance.

- Created automation tools and authored ISO-compliant process documentation. Education

Western Carolina University Cullowhee, NC

Studied Music Education, Communications, Psychology Certifications

- CompTIA A+

- Microsoft Certified: Azure Fundamentals

Technical Skills

Operating Systems: Windows 10/11, macOS, UNIX

Networking: TCP/IP, DNS, DHCP, VPN

Tools: ConnectWise, FreshDesk, Crystal Reports, Telerik Databases: MSSQL Server 20002008

Security: McAfee ePO, Tenable Security Center

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