Software Customer Service
Resume:
Jodie W. Smith **** Winterbrook Rd
Nashville, TN 37207
*****.*********@*****.***
TECHNICAL SUPPORT SPECIALIST
A dynamic, accomplished Information Technology Professional with 7 years of Technical Support and Instructor experience, offering a unique combination of enterprise technical support and leadership experience within technology-driven environments. Skilled in providing enterprise level support with diverse protocols and operating systems including TCP/IP, IPX, and NetBEUI, Red Hat Linux, Windows Server 2008, Windows 2003 Server, Windows 7 Professional, Windows XP Professional, Windows 2000 Professional and Windows 95/98. In addition to hands-on and remote support, maintains highly developed skill set in software training and superb knowledge of the principles and practices of customer service; Skilled in documenting customer needs/problems/issues in a concise manner. Detail oriented, self motivated, creative, adaptable and a team player with a desire to learn and a willingness to succeed in a fast paced environment.
CERTIFICATIONS & LICENSES
Certified ITIL IT Service Management (Foundation)
Supporting Users and Troubleshooting a Microsoft Windows XP Operating System
Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System
Metro Management Institute Series Two (MMI2)
SKILLS, ABILITIES AND ACHIEVEMENTS MATRIX ● CORE COMPETENCIES
HARDWARE: Desktops, Laptops & Workstations: Dell Laptops & Notebooks, Dell Desktops & Workstations, Compaq, IBM, HP, Toshiba, and Gateway desktops and laptops, MDC Fujitsu Laptops Printers & Peripherals: Hewlett Packard printers (Standalone and Networked)
SOFTWARE: Productivity Suites: Microsoft Office Professional 2002/2003/2007/2010, VISIO & Project 2002/2003, VERITAS Net backup, Mozy Pro system backup
DESKTOP MANAGEMENT: Remote Computing & Support: Log Me In , Microsoft SMS Administrator, Windows Server 2008 Admin Tools, Microsoft Netmeeting & Terminal Services Desktop Cloning: Symantec Ghost Corporate Edition Troubleshooting: Solarwinds Incident Management: Remedy Magic Service Desk, BMC Service Desk Express v9, Numara FootPrints, Spice Works.
DESKTOP SECURITY: Anti-Virus: Trend Micro Office Scan, Norton Anti-virus, McAfee Anti- Virus Enterprise Edition Anti-Spyware: Microsoft Update, Windows Defender Anti-Spyware Windows Firewall Network & Security Monitoring Tool: Silverback Professional
COMMUNICATIONS: Internet & Email: Microsoft Exchange 2002/2003/2007/2010 Clients, Lotus Notes, Microsoft Internet Explorer & Fire Fox
OPERATING SYSTEMS: Network: Windows Server 2008, Windows Server 2003 Enterprise R2, Windows 2000 Advance Server. ● Desktop: Windows 7 Professional, Windows Vista, Windows XP Professional, Windows 2000 Professional, Windows NT Workstation v4, IOS Devices
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Jodie W. Smith Page 2
PROFESSIONAL EXPERIENCE
LEXON SURETY GROUP Hermitage, TN
Desktop Analyst November 2010 – Feb 2012
The Desktop Analyst provides technical expertise in all facets of desktop maintenance and support. He interacts with end users and provides thought leadership on desktop / server management and support best practices.
Provide technical support and resolutions on all company workstations, servers, terminals, printers, fax machines onsite and remote locations
Installation/configuration of equipment and desktop applications for new and existing employees
Mentoring junior resources
Successfully created and maintained active directory accounts, email accounts, email domains, and email groups (Microsoft Exchange)
Used system back up tools such as Mozy Pro and Norton
Setup and supported Shoretel phones using Shoreware software.
FRANKE SSG Smyrna, TN
Mobile Application Support Specialist June 2010 – October 2010
The Mobile Application Support Specialist’s role is to deliver support to end users in the
organization about how to use various types of software programs efficiently and effectively
in fulfilling business objectives. This includes troubleshooting applications and software for
all internal customers. The Mobile Application Support Analyst is also responsible for
assisting in the design, delivery, and improvement of in-house software applications, training
programs and related courseware.
Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
Perform hands-on fixes at the desktop and server level, including installing and upgrading
software, installing hardware, implementing file backups, and configuring systems and
applications.
Test fixes and perform post-resolution follow-ups to ensure problems have been
adequately resolved.
Identify and learn appropriate software applications used and supported by the
organization.
Prioritize, schedule, and administer all instances where enhancements and defect
resolution are required.
Record, track, and document the problem-solving process, including all successful and
unsuccessful decisions made, and actions taken, through to final resolution.
Communicate application problems and issues to key stakeholders, including
management, development teams, end users, and unit leaders.
Create and deploy feedback mechanisms for end users. Analyze results, make
recommendations for support process improvement, and implement changes.
Evaluate documented resolutions and analyze trends for ways to prevent repeated future
problems.
Provide support for the testing of new and existing software applications under
development or consideration for purchase.
Jodie W. Smith
TEK SYSTEMS / VI JON Nashville, TN
Desktop Support Technician July 2009 – March 2010
Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, and remote systems.
Assisted in the installation and updating of software, as well as the setup and troubleshooting of all equipment.
Tracked and de-escalated technology and both computer and telephone equipment systems.
Expertly installed, configured, monitored and troubleshot PC's and related hardware on all OS platforms.
Oversaw the investigation and resolution of hardware and software issues both remotely and onsite.
Collaborated with telecommunication team to troubleshoot T1 lines and company-wide phone problems.
Procured, received, documented and tracked inventory of all computer equipment and software licenses.
Performed diagnostic testing on PC equipment and ensured printers were up and running at all times.
Resolved Windows and Internet Explorer issues on desktop and laptop.
Identified and removed computer viruses and provided major repairs in accordance with outside vendors.
Performed wiring and daily maintenance of internal computer systems.
Resolved Windows related issues, Internet Explorer issues and other PC software related issues.
METRO INFORMATION TECHNOLOGY SERVICES OF NASHVILLE Nashville, TN
Technical Support Technician May 2006 – Mar 2009
Responsible for front line level I and level II end user support including troubleshooting faults in end user applications, operating systems, network cards and cables, network printers, laptop computers, and remote (dial up) accesses for 7000 Windows 2000/XP clients. Accomplished all phases of installations including installing and configuring applications, remotely configuring network printers, remotely configuring user workstations, documenting and tracking enterprise outages, and security related work orders, research and resolve end-to-end connectivity issues (client system to switch), escalate issues to advanced level II and level III support elements when first call resolution was not possible
Successfully created and maintained active directory accounts, email accounts, reset mainframe passwords, and assist customers with configuring and synchronizing offline files, configuring desktop display settings, configuring the desktop and user environment, configuring e-mail client settings, managing Microsoft Office Outlook data, including configuring, importing, and exporting data, and repairing corrupted data, configuring display device settings, and configuring task and toolbar settings
Knowledge of administering & troubleshooting researching/resolving Windows 2000/XP workstations and resources to include setup, administration, and troubleshooting of published printers and shared folders, installation, configuration of Microsoft Office suites, was key in resolving 1,048 plus issues
Effectively researched and resolved issues related to: Microsoft Office application support features, removable storage devices such as pen drives, flash drives, and memory cards, network adapter configurations (LAN & WLAN), and Routing and Remote Access configurations
Responsible for level I end user support including troubleshooting faults in end user applications, operating systems, network cards and cables for 750 Metro Police MDC Windows XP clients.
Jodie W. Smith
CITIZENS SAVINGS BANK & TRUST COMPANY Nashville, TN
IS Systems Administrator September 2005 – May 2006
Responsible for building, configuring, deploying and supporting Intel based server platforms using Windows 2000 Advanced Server & Windows Server 2003 Enterprise operating systems in an Ethernet TCP/IP environment; test and install patches, security fixes and service packs to operating system software; install, configure and diagnose VERITAS Backup Software; support the installation and configuration of antivirus software. Performed server break/fix, both direct hands on and coordinate third party maintenance activities; performed technical end-user support for customers on operation and maintenance of Microsoft productivity and information management products along with providing hardware troubleshooting and support for Dell business class desktops, workstations, laptops, docking stations, and peripheral.
Led efforts on the ongoing, day-to-day maintenance, operation and development of the bank’s systems infrastructure including MS SQL 2000, Exchange 2000, Active Directory, local and wide area network support, and data processing systems across 4 locations; trained Bank employees on latest software and upgrades including Microsoft Office Professional 2002/2003 (Word, PowerPoint, Excel and Access); researched/resolved minor problems with application software installations; performed daily backups (VERITAS Net backup) for all servers and the telephone banking system; maintained equipment inventory (workstations, servers, printers, scanners, fax machines) of supported bank locations
Troubleshoot potential server security issues, keep informed on the latest security threats and security tools by utilizing security news groups and information boards, test and approve windows security updates in accordance with Microsoft’s best practices for Patch Management
EDUCATION CREDENTIALS
COMPUTER TECHNOLOGY GPA: 3.3
Nashville State Community College Nashville, TN
Associate of Applied Science Degree
Information Systems
Tennessee State University
BA (currently in progress)
SPECIALIZED TRAINING CERTIFICATES
PC Maintenance and Troubleshooting Windows Client Administration Windows Server Administration UNIX/LINUX System Troubleshooting Network Cabling Installation Project Management Supporting Users and Troubleshooting a Microsoft Windows XP Operating System Windows Active Directory User Account Administration
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