Information technology professional seeking to advance in the field. Eager to find a position in a large organization, where current skill set can be expanded upon for both personal growth, as well as to make a significant contribution to the goals of the institution. Experienced technical support and software analyst able to handle a vast number of technical support incoming calls and tickets in order to quickly resolve customer issues.
*Excellent customer service skills including ability to stay calm and positively resolve issues.
*Professional demeanor and outstanding work ethic. Eager to give 110% effort in a new position.
*Expert at finding and resolving malfunctions, using exceptional technical and communication skills to troubleshoot problems in order to minimize downtime and optimize computer performance.
Operating systems: Windows XP, Windows Vista, Windows 7, Windows 8.1, Windows 10, Microsoft Server 2005, 2008, and 2012, Mac OS Maverick and Yosemite
Software: Microsoft Suite (Excel, Word, PowerPoint and Access), SQL server 2008, 2012
Active Directory and Exchange Server 2010
WAN Network technology and service integration focusing on Cisco hardware
Proficient in software, virus, and malware removal
Familiar with database creation
PC and Mac troubleshooting
Landesk Remote Administration Software
05/2014 to Current
Systems Support SpecialistNew Era Cap Company － Buffalo, NY
Responsible for the administration of user accounts in both Active Directory and Exchange Server.
Manage the mobile telephony for New Era's entire North American and European offices including reorganization and rollout of Airwatch mobile administration to monitor usage and roaming to decrease spending company wide.
Conduct regular maintenance and updating of both hardware and software throughout the North American offices.
Provide day to day technical support for approximately 300 people locally, as well as approximately 200 more remotely.
Occasionally provide support for the regional offices based in Asia and South America.
Conduct orientations for new hires on a monthly basis covering the basics of our commonly used products and fielding any questions they may have upon starting their employment at New Era.
Nominated for "Rookie of the Year" company-wide award for new-hires for 2014.
Technical Support RepCrown Data Systems － East Amherst, NY
Learned Crown's unique proprietary software system in a very short period of time in order to provide technical support, full on-site and remote installations, software testing, setup, training and troubleshooting.
Handle a multitude of technical support issues both via email and telephone.
Capitalize on multi-tasking ability and customer service skills to ensure that all customer issues are handled in a timely manner.
Experienced resolving urgent technical issues with extremely stressed customers in a timely and professional manner in order to ensure a positive outcome.
Success has led to some customers to request me by name for support.
Frequently serve as an escalation point for customer service issues that cannot be resolved by fellow co-workers.
Responsible for one-week long on-site installations for clients in various locations around the US.
This includes troubleshooting as well as training all staff members (one-on-one as well as in group settings) in order to ensure a smooth transition to the new software system.
Conduct in-office trainings via teleconference and web-connected desktop sharing capitalizing on excellent presentation skills and communication skills to ensure training sessions are comprehensive and productive.
Troubleshoot client issues via Remote Desktop Software connecting to their pcs.
While away from the office on installs, frequently remote connect to personal computer at Crown in order to ensure that existing clients are being fully supported.
Comprehensive testing of Beta projects and new releases for Crown Software and peripheral tools including: Electronic Data Interfacing (EDI), mapping software for tracking shipments and drivers by their cellphones, and automatic emailing systems.
Troubleshooting printer and scanner issues including: installation of drivers, testing connections (either local or network connected), and adjusting the settings accordingly for proper operation.
Occasionally assisting clients with software deployment issues outside the scope of our own software including SQL Server, Windows operating systems and printer/scanner installations.
Associate Degree: Information Technology Computer Networking SystemsITT Technical Institute － Getzville, NY4.0 Information Technology Computer Networking Systems
Bachelor of Science: Criminal JusticeSUNY － Brockport, NY3.1 Criminal Justice
Active Directory, Cisco, com, communication skills, hardware, client, clients, customer service, customer service skills, database creation, drivers, EDI, email, Mac, Mac OS, Access, Excel, Exchange Server, Microsoft Suite, office, Windows operating systems, PowerPoint, Windows 7, Windows, Windows 8.1, Windows XP, Word, multi-tasking, Network, New Era, Operating systems, excellent presentation skills, printer, scanner, software testing, SQL Server, technical support, telephone, telephony, Troubleshoot, Troubleshooting, unique, Vista, WAN