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Summary
Skilled IT Analyst with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of installing and troubleshooting various software and hardware. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Engage in 1st and 2nd level user support via telephone, chat, email and video conference platforms. Support Windows 7/10 and Apple environment, this includes assisting customers with incident and problem resolution, request for changes, and information requests
Provide administrative and support functions in cloud related technologies such as: OneDrive, Active Directory, Microsoft SCCM, VMware virtual computer, SharePoint, VoIP phone system, Microsoft Exchange, server environments, virus protection, spam filtering, PowerShell, databases systems, terminal services, etc.
Manage work queue of Service Desk tickets in Unicenter and Cherwell ticketing system
Provide desktop and laptop hardware and software support and installation with good business and technical analytical skills
Setup, configure, troubleshoot and manage Apple mobile devices using Microsoft 365 Device Management, Cisco ISE and Active Directory
Support Virtual Device Infrastructure (VDI) users with VMware View administrator tool
Collaborate with development and operations teams to develop practical automation solutions and custom modules.
Successfully work independently and as team in key projects including SaaS and COTS solutions which resulted in team performance improvement and better balance workloads
Research and troubleshoot problems utilizing documented processes and procedures
Attend weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
Participate in phases of Systems Development Life Cycle (SDLC)
Utilize Information Technology Infrastructure Library (ITIL) best practices to participate in Incident, Problem, Configuration and Change Management processes
Work closely with tier 2 and 3 support teams to assist resolved more complex incidents
Write technical procedures and documentation in Service Desk SharePoint site
Mentor junior staff and provide guidance toward issue resolution
Use tools to perform system monitoring of key systems
07/2015 to 10/2015Service Support OperatorAlorica Inc. | Bluefield, WV,
Handled 30+ calls per day to provide high level of support for internal Store and Gap Inc. employees located in North America and Europe markets
Researched, diagnosed, resolved or escalated technical and procedural issues from multiple service channels using multiple tools such as: Service Now ticketing system, PuTTY, command prompt, Mobile Device Management and Active Directory
Utilized basic command line tools and scripting for user account management
Able to identify and log critical or reoccurring customer service issues
Utilized professional conflict resolution and interpersonal communication skills
Maintained excellent attendance record, consistently arriving to work on time
Monitored networks and network devices to resolve technical problems quickly.
04/2006 to 11/2014Tech Support RepresentativeVerizon Wireless | City, STATE,
Processed average of 50 inbound and outbound tier 1 and 2 end user technical support calls and emails
Explained technical information in clear terms to non-technical individuals to promote better understanding
Researched various computer systems and databases to resolve customer's online account logins, mobile device software and hardware operation issues
Resolved customer complaints and concerns with good verbal and negotiation skills
Provided end-to-end advanced technical support to cellular phones with iOS and Android operating system
Worked closely with network and switch technicians to resolve escalated Remedy incidents
Maintained records, logs and life cycle of work requests
On overtime basis, worked in company's retail stores as consultant for customers, providing tech support on their wireless devices and services with 90% fix success rate on their first visit
Maintained calm, professional demeanor when faced with high demand, high volume workloads
Successfully completed multiple projects and learned project management
Defined product strategy and drafted comprehensive road map to achieve monthly and yearly targets
Researched, documented and escalated cases to higher levels of support according to procedures
Built and maintained successful relationships with service providers, dealers and consumers
Worked individually and in teams to complete important assignments on timely manner
Served as mentor to 10-12 junior team members; explained protocols clearly and efficiently
Education and Training
Expected in 2017Coursework | NetworkingISINC, Sacramento, CAGPA:
CompTIA Network+
CompTIA A+
Group Policy Fundamentals, Security and the Managed Desktop
Windows PowerShell for System Administrators
Expected in 2013Bachelor of Science | Information Technology Visual CommunicationsUniversity Of Phoenix, Sacramento, CA, GPA:
Coursework in Networking and Telecommunications, Business Systems Development, Computers and Information Processing, Java and C+ Programming, JavaScript, Web Design and Project Planning.
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