SUMMARY:

10 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem - solving and trouble-shooting, sales staff/staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place. Proven success working in high-volume, 24-7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues. Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

KEY SKILLS:

• Technical Troubleshooting -
• Hardware Configurations
• Offshore Team Collaboration
• Software Installs
• LAN Connectivity
• Problem Diagnosis
• Preventive Maintenance
• User Training/Support
• Complaint Handling
• Phone & Online Support

COMPUTER SKILLS:

Application systems: Sharepoint 2010-13, Cloud, Exchange 2010, Lync/Skype for Business. Marketo, SalesForce, Blackboard, DOT.COM Monitor

Databases: SQL 2012, MySQL, Access, Onyx, Banner

Platforms: Windows XP, Windows 7, Windows 8, Windows 10, Mac OS X, Linux (RedHat, Sephora), VMWare, Active Directory, DNS, DHCP, Microsoft Sever 2008/ Data Center. Microsoft Suite.

Browsers: Internet Explorer, Firefox, Chrome, Safari, SeaMonkey Navigator

Networking: LAN & VPN/Remote Connectivity(Cisco AnyConnect, LogMeIn123, Zoom, Go To Meeting), TCP/IP(Server Connectivity Check, Firewall Management, Domain Controller testing, Dot.com Monitoring)

EXPERIENCE:

Technical Support Analyst/ Application Administrator

Confidential

Responsibilities:

• Communicated and documented issues as they pertain to essential support and service using the Laureate Service Management System.
• Monitored all pertinent support queues to ensure work is moving in a timely and reasonable pace. Taking appropriate action by notifying responsible parties of any potential bottlenecks, potential service level agreement failures, and breech of Helpdesk service policies and procedures
• Used all available resources to resolve each reported problem within the current Service Level Agreement.
• Supported applications such as, but not limited to, Microsoft Office products, Windows operating systems, Mac operating system, low-level network issues and other in-house applications and Databases.
• Communicated System Outages and Planned Maintenance to appropriate user groups.
• Performed workstation support functions related to the technical support of the employees and authorized users of the network and resources. Includes workstation configuration and installation and system update maintenance
• Developed a technical knowledge base for troubleshooting a large variety of in-house applications.
• Successfully Trained multiple associates to troubleshoot and resolve all Tier 1 and 2 related issues.
• Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

Office 365 Administrator

Confidential

Responsibilities:

• Participated in gathering and analysis of business requirements for software capabilities
• Formulated and installed Lync/Skype for Business functionalities for multiple clients.
• Provided technical guidance for migration, configuration and deployment of Lync.
• Provided operational support for a large global Exchange environment, both on premise and in the cloud.

Technical Analyst (Internship)

Confidential

Responsibilities:

• Assisted Confidential Physical Networking Department with re-imaging, re-naming & networking Confidential computers.
• Provided basic troubleshooting assistance and ticket resolution for personal computer users in Windows / Mac Environment.
• Supported computer users with installation of basic hardware/software and networking components to meet personal computer needs.
• Diagnoses and troubleshoots basic problems with individual or multiple computer systems in order to maintain proper functioning; resolves issues including contacting and assisting vendors.

HVAC Technician

Confidential

Responsibilities:

• Inspect, repair, modify and install HVAC equipment including refrigeration and air conditioning compressors, receivers, condensers, chillers, water cooling towers, forced air converter units, pumps, automatic and hand valves, expansion valves and capillary tubes.
• Conduct regular preventive maintenance inspections of refrigeration units, isolated heating and ventilating units, including boilers, gas and electrically operated air conditioning equipment, and make necessary adjustments or repairs; service and repair evaporative coolers.
• Repair or replace defective parts in units and equipment and their controls, including thermostats, automatic switches, fan controls, log switches, damper motors, louvers, relays, filters, controls, belts, compressors, heat exchangers, high limit controls, pressure controls, safety valves, and automatic gas valves.
• Operate a variety of hand and power tools, welder torch, vacuum pump, test equipment utilized in the trade and a motor vehicle; maintain equipment in effective and safe working condition; maintain parts and tool inventory.
• Repair and rebuild semi-hermetic reciprocating compressors and compressors for centrifugal refrigeration machines.
• Perform skilled electrical maintenance work in the repair, installation and alteration of HVAC equipment, components, timers, motors and wiring systems as needed; connect motors to control panel