Technical Support Representative skilled at resolving complex customer service issues in a timely manner, being a fast-paced learner with exceptional interpersonal and teamwork skills, staying up to date on newest technologies, and having excellent customer service skills. Provided end user technical support including software installation, management and configuration in such applications; Microsoft products, Adobe products, and third party custom application.
Education
Central Virginia Community CollegeLynchburg, VAExpected in 2012 – –Associate of Science:Business/ Information Science - GPA:Business/ Information Science
Highlights
Proficient in software and Managing Network Drives hardware installation. Skilled in Built varieties of desktops Microsoft products, third party Worked in multiple OS applications and Adobe environments: Linux Ubuntu, products. Windows XP/Vista/7/8, Mac OS X Worked with Team Viewer and Lion/Mountain Lion/Yosemite. Bomgar. Design: Adobe CSS, AutoCAD, Hands on multiple OS 10/7/XP Adobe Photoshop Web /Vista/, Mac OS X, Linux and Developing: Adobe CERTIFICATIONS CompTIA A+ 2012 Dreamweaver CSS, Illustrator, and and ACSP 2013 Flash Worked with Microsoft Azure as a Airwatch and Good for Enterprise ticketing system 2nd Level support
Experience
Heico Corp. - Project Engineer/ Desktop Support Plainfield, IN, 02/2016 - Current
Offered Level II support for hardware, software, and network problems Support Mac OS X in enterprise environment including troubleshooting, imaging, and encrypting.
Completed projects ahead of given deadline Experienced in Active Directory and configuration manager Skills with McAfee Drive Encryption in configuring user profiles, as well as migrating users from old to new server.
Assisted user's in the MDM (Mobile Device Management) process.
Helped troubleshoot Microsoft Office 2016 after migration Assisted in Laptop Refresh project by imaging and deploying laptops to users.
In-charge of Asset Management Organized projects and met deadlines.
Utilized HPSM as a ticketing system.
Mastercard - Field Technical Support II/ Data Technician Austin, TX, 05/2013 - 02/2016
Monitor and control daily service ticket activity, customer calls and service levels Push applications and firmware flashes.
Work on HP hardware and stay in compliance with Microsoft's requirements.
Maintained UPS and PSU for server racks and chasis Met SLA requirements Performed wiring checks during deployment of servers.
Resolve technical problems with hardware, software and connectivity Reimage desktops, laptops, and servers.
Install/ upgrade/ replace server, device, or network components as needed Networking support (protocols, troubleshooting connectivity) Perform physical hardware audits Perform hardware warranty/ RMA requests.
Experience with Active Directory.
Holiday Inn/ Clarion Inn - Network Technician City, STATE, 06/2012 - 05/2013
Performed bookkeeping activities, such as balancing accounts and conducting nightly audits.
Implemented high-impact sales and marketing initiatives, resulting in increased occupancy and profitability.
Maintained hotel computers and operating system/ POS system.
Interacted with customers on phone maintaining their satisfaction.
Observed traffic over captive portals at the properties.
Managed customer service on a day to day basis, following up on customers issues and satisfying their needs.
Best Buy - Geek Squad Representative City, STATE, 11/2010 - 06/2012
Provided Tier 1 level IT support to company and customers.
Processed an average of inbound and outbound technical support calls.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
Referred difficult issues to upper management while maintaining positive rapport with customer.
Best Buy - Consultant City, STATE, 09/2009 - 11/2010
Computers and Mobile Technology Resolved customer complaints and concerns with strong verbal and negotiation skills.
Displayed courtesy and strong interpersonal skills with all customer interactions.Maintained composure and patience in face of difficult customer situations.
Trained new employees and explained protocols clearly and efficiently.
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