SUMMARY

• An employment position that is challenging and provides an opportunity to learn and utilize the skills I have gained in my previous employment.
• Recognized for exceptional ability in troubleshooting complex problems leading to customer satisfaction.

PROFESSIONAL EXPERIENCE

Confidential

Sr. Technical Support Agent

Responsibilities:

• Utilize Google Apps Migration for Microsoft Outlook to set up POP, IMAP, or MAPI profiles.
• Setup and support iOS, Android, and Blackberry devices to work in conjunction with cloud applications and servers.
• This includes setting up mail flow in POP, IMAP, MAPI, etc.
• Deploy and support Google Apps for business and residential consumers.
• Facilitate data and email migrations from local machines and servers to cloud.
• Troubleshoot all customer inquiries using Gotoassist to remotely connect to client machines.

Confidential, Durham, NC

Responsibilities:

• Provided customer service for numerous clients
• Remoted in to clients machine to solve problems (Outlook,Add - Remove Programs,etc)
• Active Directory (Add-Remove Profiles,Password Resets,etc.)
• Perform problem identification and resolution

Confidential, Raleigh, NC

Responsibilities:

• Answered questions Students and Professors have about college courses via phone and email.
• Follow up on students questions that have not immediately been resolved.
• Helped students with issues for homework and internet browser.
• Reset student passwords using Active Directory and creating profiles.

Confidential, Raleigh, NC

Responsibilities:

• Answer phones and respond to customer requests about their Apple iphone technical problems.
• Provide customers with products and service information.
• Identify research and resolve customer’s issues using the computer systems.
• Follow up on customer inquiry that has not immediately been resolve.
• Perform problem identification and resolution, and document each incident

Confidential, Raleigh, NC

Responsibilities:

• Installed and performed minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Set up equipment for Wake County schools use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Inspected equipment and read order sheets to prepare for delivery to users.

Confidential, Raleigh, NC

Responsibilities:

• Assists and advises operations personnel regarding equipment problems, maintenance procedures, equipment condition, equipment specifications and equipment limitations.
• Remedy Ticketing System
• Participated in projects individually, or as part of a group as required.
• Performed routine and special administrative procedures as required.