Desktop Support Helpdesk Specialist

Gary T. Love

(P) 404-***-****

(E) ***********@*****.***

SUMMARY

Highly talented IT professional with a diverse background in IT Support, Project Management, Sales and Customer Service. Able to build strong rapport with diverse individuals while handling complex technical issues. Excellent verbal and written communication skills. Comfortable with interacting with all levels of the organization and public. Able to negotiate and problem solve quickly, accurately, and efficiently. Adept at multitasking to achieve individual, team and project goals. Committed to delivering quality solutions.

HIGHLIGHTS

●UNIX, Linux, Windows and Oracle

●Troubleshooting proficiency

●Exceptional telephone etiquette

●Patient and diligent

●Supervision and training

●Accomplished with mobile devices

●Complex problem solving

●Project planning and development

●Strategic planning

●JIRA Project Application

●Advanced problem-solving

EXPERIENCE

Test Automation Engineer - Alpharetta, GA Feb 2018-Present

Invenco

Perform system, functional, and regression testing.

Manage bug tracking and provide informative updates as requested.

Analyze the performance test results and provide recommendations to management.

Assist with research on enhancements to meet business demands.

IT Level 3 Specialist - Atlanta, GA May 2017-Feb 2018

Amdocs YP

● Provided HW, SW and infrastructure (including computers, telephones, network access. Supported coordinated timely resolution of problems related to computing hardware and software, meeting defined client SLA’s

●Imaged windows 10 onto laptops and desktops

●Interacted face to face with end users, application developers, vendors and other IT support teams.

●Monitored and responded to technical hardware and software problems utilizing a variety of testing tools and techniques.

●Performed desktop system administration, system tuning, problem analysis and hardware/software upgrades.

●Installed and configured workstations (desktop/laptop), printers, data, voice network components, etc.

●Consistently meet deadlines and requirements for all system change requests

●Research and resolve issues regarding the integrity of data flow into databases.

●Recommend operational improvements based on tracking and analysis

IT Specialist Mar 2015 - May 2017

BPG-Fidelity - Alpharetta, GA.

●Set-up data services, as well as phone, computer and printer installation.

●Planning, implementation and maintenance of all information technology products.

●Troubleshoot issues for both hardware and software.

●Install HomeGauge Software onto Chrome Books for inspectors

●Maintain, manage, troubleshoot and upgrade computer systems and servers for security and performance related issues.

●Provide end-user support for a variety of web applications.

●Use TCP/IP Networking Protocol to communicate with inspector’s computers via Microsoft Windows.

●Use Google Chrome OS to install email application.

●Lead communication with stakeholders regarding product/system goals and progress made. Ensured all tests were conducted and documented according the standards agreed upon by the business unit.

●Contacted vendors regarding past due invoices

NOC Technician - Contractor Aug 2014 - Mar 2015

UPS - Alpharetta, GA.

●Comfortable working on windows, UNIX, Linux, and Oracle.

●Provided technical support by in website technical support, DNS, high quality emails.

●Provided support for the installation, configuration and shipment of the switches and routers.

●Monitored, maintained and fixed servers, operating systems, network configurations.

●Administered and monitor system availability and performance tools.

●Responsible for the preparing and maintenance of the log troubleshooting notes and network trouble tickets.

●Worked on the IP networking, 2 and 3 tiers, configuration audits and market acceptance.

●In-depth knowledge of networking protocols TCP/IP, UDP and ICMP.

●Worked closely with internal and external customers.

●Worked in the diverse group of the network operation technicians for the repair activity of broadband, narrowband, wireless applications etc.

●Troubleshoot and resolved complex problems.

Help Desk Specialist- Contractor Aug 2013- Aug 2014

IBM - Atlanta, GA.

Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware for the State Georgia.

●Provided computer help desk support and technical training on hardware/software to end users.

●Maintained daily performance of computer systems.

●Documented help desk tickets/resolutions, and provided overall assistance in daily administration of a Novell Netware Network.

●Responded to email messages for customers seeking help.

●Walked customer through problem-solving process.

●Followed up with customers to ensure issue has been resolved.

●Utilized Oracle, Windows 2007, 2008.

Collection Account Specialist Sep 2009-Aug 2013

Intellectual Techs - Atlanta, GA.

●Handled inbound and outbound calls pertaining to reconciliation and collection of delinquent accounts.

●Provided accurate and appropriate information in response to customer inquiries.

●Demonstrated mastery of customer service call script within specified time frames.

●Maintained up-to-date records at all times.

●Facilitated information flow between customer services, account management operations, quality assurance departments to guarantee call center objectives were met.

Lead Consultant / Assistant Manager Oct 2005-Sep 2009

Sprint - Atlanta, GA.

Improved service quality and increased sales by developing a strong knowledge of company products and services.

●Resolved customer complaints and concerns with strong verbal and negotiation skills.

●Developed rapport with the customer base by handling difficult issues with professionalism.

●Trained new employees and explained protocols clearly and efficiently.

●Managed team of 12 of professionals.

EDUCATION

Lincoln College of Technology Associates Degree 2011

Electronic Systems Technician

Alabama State University Course Work 2003

Business Courses

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