IT Technical Support, 11/2017 to Current Talem Solutions
Provided technical support to end users and other support specialists conducting on-site repairs Installed, repaired, upgraded and maintained PCs, printers, servers, switches, firewalls and patch panels Created, modified, and deleted staff and student user IDs Successfully engineered VPN connectivity for the network.
This included both remote access VPN as well as site to site VPN.
Telephonic and hands-on experience troubleshooting and resolving PC hardware, software, and network, email and application issues Configured, installed, & managed Windows Servers, Active Directory, FTP, DHCP, DNS, & WINS servers Configured FTP server for inside/outside users & vendors Performed Active Directory user management Performed network administration; created user groups and user accounts; reset passwords Logged customer requests into Heat; managed and monitored status of all customer requests Applied service packs to workstations.
Installed, maintained and repaired company and multi-vendor systems which included hardware, software and networking.
Technical Support Analyst, 06/2013 to 11/2017 Follow Me Broadcasting LLC
Provided daily assistance for Head Office and Warehouse for PC builds and software support Provided support to the service desk team on network and infrastructure issues Provided technical support to IPTV streaming Assist with the build, delivery and support of the desktop, mobile, infrastructure and application management that underpins the group technology estate Develop, test and maintain documented systems procedures/work instructions - train end users Identity and access management for all existing and new practitioners Time Management Accessed documented procedures tools and manuals to provide support on company supplied hardware and equipment.
Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary.
Accurately processed and documented call transactions using tracking software.
System Analyst, 02/2008 to 06/2013 Ejust Systems
Identified, researched, and resolved problems of customers over phone, email, and internet chat for electronic devices Assessed customers' problems and needs correctly and provided instructions appropriately Resolved applications and service issues on priority basis and ensured customer satisfaction Recommended software and upgradation of devices Collected information on technical specs, make, and model of phones and systems from customers, and directed calls to respective personnel Installation, configuration, deployment, maintenance, monitoring and troubleshooting.
Setup, deployment and management of the development and QA environments, while also providing complete guidance for the production environment that is deployed by the client.
Help Desk - Technical Support, 02/2004 to 01/2008 Teletech
Identified and resolved network and ADSL configuration issues.
Answered technical questions regarding software & Hardware products and their requirements within related industries.
Deployed Help Desk, including software selection and development of procedures.
Performed daily polling, daily backup of the system, and print jobs Provide technical support across the U.S.A remotely using net meeting or phone system Confer with network users about how to solve existing problems Diagnose hardware and software problems, and replace defective components Run and configure network cables, troubleshoot connectivity issues, create users and configure other related issues Configure IP addresses and configure Client Access for PCs Provide users' technical support, analyze and troubleshoot problems that cause operational delays Establish a client complaint record for tracking problems and solutions Generate documentation, job control parameters and on-line updates Remote support was provided through LANDesk, PC Anywhere, and Go To Assist.
Resolved over 250 customer complaints per week via phone Reduced average customer representative call time by 90 seconds.
Bachelor of Business Administration: Information Technology, August 2003 Briarcliff College Information Technology
Master of Business Administration: Technology Management, November 2013 Colorado Technical University Technology Management
Customer service focused Technical Support Specialist with 15 years career experience in help desk environments. Highly adapt in systems analysis diagnostics and troubleshooting and conflict resolution. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays strong work ethic. Core Qualifications Customer service-oriented Product and service expertise Systems Analysis Excellent communicator
PC & MS Office proficient *Software testing and training Windows 10 Pro, 10, 7, XP, 2000, 98, 95, NT Microsoft Office, Unix, Linux
Microsoft Project Professional 2010
Informix 4GL, Genaro 4JS, dbaccess
Microsoft Word, Excel, Access, PowerPoint, Outlook Express.