Customer Service Technical Support
Resume:
Damien Lilly
*********@*****.***
**** ***** **** **** #** ● Jacksonville, FL 32211
EDUCATION
ITT Technical Institute, Jacksonville, FL
Associates Degree, Information Technology/Computer Network Systems
Completed December 2009 | Final GPA of 3.71
SKILLS
Microsoft Operating Systems; Server 2003, Windows 7, Vista, XP, 2000, ME, 98
Proficient in Ubuntu/Debian and Fedora/Red Hat Linux Operating Systems
Basic knowledge of Visual Studio 2008 and 2010
Experience providing support in call center environments
Able to configure LAN/WAN networks
Basic understanding of TCP/IP, DNS and DHCP
Windows Active Directory and Hyena
Knowledge of Microsoft Office Applications
Excellent customer service background
Years of problem solving and troubleshooting experience
RELATED EXPERIENCE
Pax Technology, Jacksonville, FL January 2012 – Present
Technical Support Analyst
Provided Tier I and Tier II support for Point Of Sale(POS) equipment including debit pinpads, magnetic card readers, and portable payment terminals.
Used a web-based terminal management system(TMS) to manage resellers, merchants, and load configuration parameters to individual terminals.
Assisted with creation and translation of support documentation for end users.
Developed training aides to be used by future members of the technical support department.
TJX Companies, Westborough, MA October 2011 – Jan 2012
Help Desk Technician
Ensured readiness for the holiday season by verifying proper function of computer network, servers, and POS equipment
Provided Tier I and Tier II Support for any problematic equipment, including HP Thin Client workstations, Nortel and Avaya phone systems, and IBM Blade Servers.
Used remote access tools including RDP and VNC to ensure and maintain network connectivity.
Resolved issues with VPN connections and managed users' hardware and software RSA tokens.
Carefully documented all interactions and incidents using HP Service Center.
Citizens Bank, Riverside, RI June 2011 – October 2011
Help Desk Analyst
Augmented bank's normal help desk as part of large-scale file lock-down project to ensure compliance with the Gramm-Leach-Bliley Act (GLBA).
Used tools such as Citrix, Microsoft Active Directory, and Clarify ticketing system to resolve calls regarding file and folder access by internal customers.
Assisted with data mining and risk mitigation in order to ensure accurate reconstruction of AD groups and file permissions.
Provided phone support for bank employees with file and folder access issues.
CVS Caremark, Smithfield, RI August 2010 – June 2011
Help Desk Technician
Responsible for supporting CVS retail stores with software and hardware troubleshooting in a call center environment. Performed problem diagnosis for servers, desktops, printers and other peripheral equipment, such as battery backups.
Responsible for first call resolution and escalating unresolved tickets to the proper vendor.
Logged and tracked inquiries utilizing Peregrine Service Center and HP Service Manager ticketing systems and processed between 50 and 70 service requests on a daily basis.
Identified and provided input on unique or recurring problems and situations.
Peak Systems. Jacksonville, FL May 2010 – August 2010
Deployment Technician
Assisted with the large scale deploying of new Dell PCs for large businesses to include hardware replacement, imaging, and setup of hundreds of new machines.
Collected and reviewed system data for capacity and planning purposes, and documented and reported any discrepancy.
Maintained detailed inventory of the machines that were being replaced as well as the new machines being installed and configured.
Involved with troubleshooting & answering questions relating to software, equipment problems, and networking issues.
ADT Security Services, Jacksonville, FL May 2008 – August 2009
Technical Support Associate
Provided and documented solutions after assessing customer issues over the phone in a call center environment. Consulted with high profile commercial, government and residential customers to ensure proper monitoring of full service alarm systems throughout the United States.
Established and maintained good relations by ensuring customers received exceptional customer service.
Entered and updated repair orders and customer information using the Informix ticketing system.
AWARDS/CERTIFICATIONS
Honorable Discharge, United States Marine Corps July 2001 – July 2006
Was awarded Marine Corps Good Conduct Medal, Iraq Campaign Medal, Global War on Terrorism Service and Expeditionary Medals, National Defense Service Medal, and Navy Unit Commendation
Currently Studying for Linux+ Certification.
Contact this candidate