SUMMARY

• 10 plus years IT Professional. Solutions driven team oriented information technology specialist with a broad background in help desk, web hosting, network administration and support management.
• Highly skilled providing onsite and remote hardware and software support, LAN desk administration, user support and administration.
• Experienced working with hardware and software, including installation, configuration, management, troubleshooting and support.

TECHNICAL SKILLS

• Microsoft Office all versions thru 365
• RDS/Team Viewer
• QNXT
• CISCO VPN
• DNS/TCP IP
• Windows All versions thru 8.1
• ACTIVE DIRECTORY
• WINDOWS SERVER 2003, 2008R2, & 2012
• SHELL SCRIPTING
• Sharepoint Administration
• KASEYA
• SQL
• Mac certified applications
• LABTECH
• HTML
• PC Imaging
• Cisco Router, Switches& Firewalls
• VOIP
• Java Script

PROFESSIONAL EXPERIENCE

Support Engineer

Confidential

Responsibilities:

• Provided 1st and 2nd Level Support in a 24 x 7 environment
• Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
• Performed data backups and disaster recovery operations.
• Diagnosed, troubleshoot, and resolved hardware, software, or other network and system problems, and replaced defective components when necessary.
• Planned, coordinated, and implemented network security measures to protect data, software, and hardware.
• Configured, monitored, and maintained email applications or virus protection software.
• Operated master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
• PC imaging
• Configured and tested computer hardware, networking software and operating system software.
• Monitored network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.

Operations Forecaster/Desktop Support

Confidential

Responsibilities:

• Monitored the daily performance of computer systems for six call centers totaling over 300 employees.
• Answered user inquiries regarding computer software or hardware operation to resolve problems.
• Entered commands and observed system functioning to verify correct operations and detect errors.
• Sat up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolved problems or to provide technical assistance and support.
• Referred major hardware or software problems or defective products to vendors or technicians for service.
• Developed training materials and procedures, or trained users in the proper use of hardware or software.
• Conferred with staff, users, and management to establish requirements for new systems or modifications.
• Collected and analyzed data to forecast call volume to gauge productivity.
• Utilized over 20 software programs to create reports for a variety of managers and teams.
• Structured wiring systems (fiber and copper) and Equipment room design, Digital phones, Internet Protocol phones, Voice Over Internet Protocol.

Customer Account Executive / Accounts Manager

Confidential

Responsibilities:

• Trained new employees on software systems associated with credit card limit.
• Resolved escalated customer credit card complaint issues.
• Performed complex research in order to provide quality customer service.
• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Solicit sales of new or additional services or products.
• Order tests that could determine the causes of product malfunctions.

Customer Account Executive / Help Desk Assistant

Confidential

Responsibilities:

• Conducted technical training for new hires on cable transmission boxes.
• Received inbound calls from on customers' service on billing issues.
• Used Citrix XenApp daily to record tickets.
• Resolved escalated customer service issues.