Technical Support/Logistics Analyst/ Supply Attendant Resume Example
Enthusiastic Technical Support Analyst seeking to benefit an IT Department with complex technical knowledge and strong leadership skills. Experience working with a vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors. Skilled at resolving complex customer service issues in a timely manner. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Performs superior work under the pressure of rigid deadlines.
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- Troubleshooting Webvison and Hazshipper for Delta Air Lines stations around the world.
- Provide inventory control by processing parts changes, managing appropriate inventory levels, and managing allocation.
- Helped customers track and ship packages, responding to an average of 20 calls per day.
- Provided base level IT support to company personnel.
- Resolved customer complaints and concerns with strong verbal and negotiation skills.
- Displayed courtesy and strong interpersonal skills with all customer interactions.
- Built and maintained successful relationships with service providers, dealers and consumers.
- Processed an average of 25-30 inbound and outbound technical support calls.
- Trained new employees and explained protocols clearly and efficiently.
- Remote technical support for all IBM employees; contractors, engineers and upper management.
- Troubleshooting Remote Access Connections, VPN's, Authentication protocols and encryption.
- Provided hardware and software technical support for servers, desktops, laptops and docking stations.
- Creating, deploying and maintaining user accounts, OU's and GPO's and permissions in a Active Directory domain Creating and deploying custom images and automated installs through Sysprep and RiPrep by the means of VMware.
- Providing RAID level 0-3 support for IBM desk-side support techs and engineers.
- Performed troubleshooting and resolved network configurations, routers, firewalls and Think Vantage proprietary software issues, patches and updates.
- Resolving team escalations while also providing second and third level support for hardware, software and configuration issues.
- Support customers with online billing and account issues.
- 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.
- Provided end user support via phone, in person, and email.
- Worked with professors to install teacher workstations, smart boards, software updates, and hardware components.
- Performed troubleshooting for wireless, hardware, and software issues throughout the campus.
- Responded to request from EU, managers, and vendors for specific IT HW/SW asset management data information.
- Provided thorough support and problem resolution for students and faculty.
- Provided communications and technical support to new/existing clients for functionality on EarthLink municipal Wi-Fi networks
- Performed troubleshooting tasks on IP services such as email and web.
- Participated in work sessions to gather relevant information and to ensure understanding of the audience's knowledge.
- Accessed software updates, drivers, knowledge bases, and frequently use Internet and Intranet resources to aid in problem resolution.
- Analyzed client issues and prepare reports and problem logs as requested.
- Coordinated test plans and testing to ensure that clients' product enhancements performed as expected.
- Built and maintained successful relationships with service providers, dealers and consumers.
- Resolved customer complaints and concerns with strong verbal and negotiation skills.
- Managed inventory control, unloading freight, and production work-flow.
- Coordinated product pick-ups and deliveries
- Posted information in ledgers or to other records, extracted data from receiving or shipping papers, requisitions, contracts, accounting reports, and other documents
- Consulted with customers with tracking and placing product orders
- Experienced with supply chain and transportation.
- Provided thorough support and problem resolution for customers.
- Maintained composure and patience in face of difficult customer situations.
- Installed and updated cable software.
- Repaired and configured MDU lockboxes
- Performed tasks related to cable pulling, rewiring, splicing and repair.
- Configured, repaired, and replaced Digital Telephone HISU units Performed hands-on assistance at the desktop level via remote shared access to certain system components and applications
- Installed modems, DSL/IDSL, various Microsoft operating systems, Road Runner, Network cards, and High Speed Internet.
- Resolved subscriber cable TV reception problems from TV set to tap and Digital Telephony from tap to HISU
- Performed in home Telephony repairs and installations manipulating color coded twisted pairs, splicing cable (fiber optics and coaxial) .
CompTIA A+ Certification Exam 220-801 March 2014
Working on CompTIA A+ Exam 220-802
Operating Systems: Windows 8/8.1, Windows 7, Windows Vista, Windows XP, Windows 2000 Professional, Windows Server 2003, Leopard, Snow Leopard
Applications: SAP, Citrix, VMware, Microsoft Office, Excel, Access, PowerPoint, Publisher, Adobe Photoshop, Adobe Illustrator, Inkscape, Open Office, SQL, Remedy
Proficient in the use of the Microsoft Suite and programs
Experience repairing mini and personal computer systems (PC and Mac)
A+ Certification, Active Directory, Adobe Photoshop, asset management, cable, Citrix, SLA's hardware, contracts, encryption, customer support, desktops, drivers, DSL, email, fiber optics, firewalls, IBM, Adobe Illustrator, inventory control, IP, laptops, Mac, managing, Access, Excel, Microsoft Office, Microsoft Suite, Office, PowerPoint, Publisher, Windows 7, Windows 8, Windows, Windows XP, modems, Network cards, networks, Microsoft operating systems, Operating Systems, problem resolution, protocols, RAID, receiving, routers, SAP, servers, shipping, SQL, supply chain, technical support, user support, Telephone, Telephony, Troubleshooting, Vista, VPN
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Resume Overview
School Attended
- Mercer University
Job Titles Held:
- Technical Support/Logistics Analyst/ Supply Attendant
- Technical Support Analyst (Tier I)
- Technical Support Analyst
- Technical Support Analyst Tier III
- Logistics Assist. Manager
- Universal Technician/Helpdesk
Degrees
- Bachelors of Science : Management Information Systems 2009
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