Technical Support Specialist Resume Atlanta, GA - Hire IT People

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

Technical Support Specialist

Responsibilities:

Provided technical support for their laptop extended warranties. This included troubleshooting whether the warranty was valid or not, and general technical support (ex. installing a modem).
Duties included diagnosing if the laptop could be fixed over the phone, or sending a technician to replace fix, or to replace the laptop entirely. Operating systems that were troubleshot included:XP home, and XP professional.

Confidential, Atlanta, GA

Product Support Specialist

Responsibilities:

Provided technical support for their proprietary applications. This included a broad understanding of how Servers and Databases work together.
Duties included remotely connecting to servers to troubleshoot issues. Remote connection was done via Remote Desktop Connection, Citrix Metaframe, and Cisco VPN.
Once connected to the client, troubleshooting consisted of: working on printer drivers, restarting windows services, monitoring server performance, monitoring database performance, isolating performance issues via event viewer, resetting windows sessions, resetting windows passwords, working directly with SQL database to further isolate the problem by running scripts or reviewing discrepancies in the database tables.
Also required to restore, backup, and configure databases via maintenance scripts, or through SQL Enterprise Manager
Performed product upgrade patches
Assisted with Product Implementations
Resolved Technical Support Issues
Performed backups, and restores on Microsoft Windows 2003 Server
Assigned Customer Issues To Appropriate Parties
Maintained Technical Support Entries in Knowledge Base
Assisted in Alpha Testing for Incremental Database Upgrades from the Development team
Trained New Technical Support Staff
Escalated Issues to Development, as required
Assisted Network Administrator in disaster recovery, and server installations(ex - dcpromo.exe, and load balancing)

Confidential, Atlanta, GA

Junior Network Administrator

Responsibilities:

Operating Systems: XP Professional-Thin Clients, Microsoft Windows 2003 Server
Exchange Server 5.5: Administering accounts through Active Directory and implementing a specific AD design. Creating and deleting email mailboxes through exchange server, (delegating email rights, and setting up blackberry’s to run in conjunction with outlook).
Tape Backups: (Veritas Backupexe 9.0) Monitoring and maintaining all backups on the servers.
License Tracking: Verifying that all the licenses of our applications are up to date electronically as well as updated on paper.
Technical Support: Handled all technical calls for the company. Issues included the following: Password Resets on Shaw-Rumba (Unix based System, AP7000),Windows Active Directory, clearing printer queues on the server, setting access rights to users on printers, and tape drives, ghosted PCs with network or local profiles,and setup the Firewall on fat client computers.