Talented System Support Specialist with a knack for finding solutions quickly and exceeding customer expectations.
Seeking to bring 10 years' experience resolving software and hardware issues to a fast-paced tech environment.
Typing Speed: 35 Words Per Minute
Strong communication skills
MS Office proficiency
Exceptional telephone etiquette
Patient and diligent
Vast technical knowledge
System support technician04/2016Inventory/Helpdesk Pflugerville ISDPflugerville, Texas
Reduced technical escalations to management by 75% to only 5 per day.
Managing incoming hardware inventory for the entire school district.
Inventorying all new and old hardware for the entire school district.
Delivering inventory to the campuses or Admin building and setting it up with technician responsible for the campus/ admin building or portable building.
Doing quarterly audits for the entire district for missing or misplaced items and updating the inventory system.
Using Focus, TipWeb IT and Itccs for the inventory.
Filling in has as backup for the helpdesk.
Providing end-to-end ownership of incidents and change orders reported by end users via phone, email, and change gear ticketing system.
Documenting and prioritizing all work orders.
Resolving computer software and hardware problems by using internal and external resources.
Supporting MS office suite, Adobe, Focus, Google apps, drive, classroom.
Using AD for password reset and user information look up.
Using MMC standalone for remote desktop control.
System support technician12/2011 to 09/2015G B TECH INC /Austin EnergyAUSTIN, Texas
Provided end-to-end ownership of incidents, requests and change orders reported by end users via phone, email, interoffice mail, walk-in, service desk and service now.
Documenting and prioritizing all work orders.
Provided remote technical support for VPN users connecting via AOC.
Set up Toughbook, Android or iPhone devices to access email and VPN connections.
Sent email notification to all affected users in regards to any unplanned / planned outage or system maintenance.
Resolved computer software problems by using internal and external resources.
Documented troubleshooting activities.
Updated and reorganized the teams Wikipedia to help educate and cross-train others.
Accounts administration on 20+ systems; which we analyzed requests, requirements and identified the issues, made recommendations and implemented solutions that would help the TCC to better troubleshoot and resolve the issue as a first call resolution.
Contributed to technology projects, implementation and used lessons-learned to gain more insight knowledge of the tool or system we were supporting.
Developed documentation for common processes for both support staff and end-users and published to team knowledgebase and Wikipedia.
Proven suggestions that helped archive a first call resolution such has having peripheries available for.
customers, more access to application for password resets, server reboots and application monitoring to track system alerts that enable us to engage IT terms responsible for the system to work on the problem without having a significant down time.
Trained new employees and explained protocols clearly and efficiently.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
Processed an average of 50 inbound and outbound technical support calls daily.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Informed customers about issue resolution progress.
Provided thorough support and problem resolution for customers.
Responded to customer service emails in a timely and effective manner.
Researched, resolved and followed up on customer issues.
Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
Researched, documented and escalated cases to higher levels of support according to internal procedures while maintaining positive rapport with customer.
Reviewed support cases for technical and troubleshooting accuracy.
Maintained records, logs and the lifecycle of work requests.
Created new accounts, reset passwords, enable, extend or disable accounts and configured LAN access for users.
Created group mailboxes, Distribution list, general user mailbox.
On and Off boarding account administration.
Updated ownership to LAN/WAN resources.
Some examples of application used/ supported: Active Directory, CiscoVoicemail, Cisco Call Manager, Cisco Administrator, Avaya voicemail password reset, CIS,LDRPS, CC&B, Maximo, RSA, Service Desk, Service Now, MS Office Suite, AECall GIS map, AOC Webmail, MOC, Cisco CCM User, Network port security, DameWare Mini Remote Control, Putty, CA remote control.
Accomplishments Exceeded monthly goals by successfully handling more than 100 calls per week.
Top representative in department with customer satisfaction surpassing 80%.
System support technician02/2008 to 12/2011MRSW Management/Austin EnergyAUSTIN, Texas
Started working with MRSW Management onsite at Austin Energy, then transitioned to GB Tech to continue assignment at Austin Energy.
Position and duties are the same as listed for GB tech onsite at Austin Energy work experience.
Help desk agent07/2005 to 08/2008Unisys CorporationAUSTIN, Texas
Taking inbound calls for the Amgen account.
Assisted clients with various installation of MS applications and other applications used by the company from the Intranet.
Escalated issues for onsite service if unable to resolve from first level.
Using Timbuktu to remote into client's computers onsite and offsite to run repairs and make configuration changes.
Put in requests for moves, disposals, installs for all Amgen provided equipment on all campuses.
Created new hire email accounts.
Resetting passwords for various accounts used by the client.
Helped clients with LAN, Broadband, Wireless and VPN connectivity issues.
Answered user inquiries regarding computer software or hardware operation to resolve problems.
Maintained records of daily communication transactions, problems and remedial actions taken, or any software installation activities.
Read job set-up instructions to determine equipment to be used, order of use, material such as disks and paper to be loaded, and control settings.
Call director12/2004 to 08/2005Spherion/ DellRound Rock, Texas
Taking inbound calls and routing to various department in Dell, using the call routing tool.
Used the call routing tool to ask customers questions to determine where to route the calls.
Provided clients with escalations details and contact information for technician assigned to the work orders.
Provided field technician with escalation details and contact information for the customers.
Helping with new hire training on the phones and also with other team members.
Technical support Agent11/2002 to 03/2003Adecco/ Hart HanksAUSTIN, Texas
Troubleshooting problems using the KB notes.
Researched information concerning contracts, repairs, replacements and shipping.
Initiated repairs and sales of service contracts.
Verified customer information, registered new customers and updated customer information.
Maintained customer accounts.
Answered inbound calls for Xbox and PSS support.
PSS support; Requested updates from the repair center.
Education and Training
Associate of Applied Science: NETWORK ADMINISTRATIONFall 2017LOCAL AREA NETWORK SYSTEMSNETWORK ADMINISTRATION
Active Directory, Adobe, AD, ask, Avaya, backup, Broadband, Cisco, strong interpersonal skills, Strong communication skills, CA, hardware, NETWORK SYSTEMS, contracts, client, clients, customer satisfaction, customer service, databases, Dell, documentation, email, Filling, Focus, GIS, inventory, LAN, notes, Managing, access, mail, MS Office, MS Office Suite, Windows XP, Network, problem resolution, processes, progress, protocols, rapport, Read, repairs, routing, sales, shipping, software installation, technical support, technician, telephone etiquette, phones, phone, troubleshoot, Troubleshooting, Typing Speed, VPN, Vista, WAN