SUMMARY

• Over fifteen years experience in customer service, providing the highest quality customer care and technical assistance in both direct contact and call center environments.
• Highly skilled in the Windows Operating System (Windows 95, 98, NT, XP, 7), over 10 years experience providing technical support for PC’s.
• Experience with Secure networking with VPN and Remote Desktop software (both Mac and Windows).
• Experienced in using: MS Word, PowerPoint, Excel, Adobe Photoshop, DreamWeaver, Flash, Word Perfect, Lotus Notes, Outlook, Internet Explorer, Front Page, Adobe Acrobat, Adobe Go Live, Freehand, Adobe Illustrator, Quark Express, Cerberus Help desk, Remedy Help Desk, Magic trouble ticketing system.
• Familiar with the use of PDAs, iPods, Ultra Mobile PCs, and other “un - tethered” devices.
• Experienced Macintosh technician, over 17 years working with and repairing the complete line of Apple computer systems. Familiar with Apple diagnostic tools, and troubleshooting procedures.
• Provided Tutoring on Mac OS (6.0.8 through to Mac OS X (10.6)), and common Macintosh applications.
• Comfortable working in high-stress, fast-paced environments, with tight deadlines.
• Firm understanding of UNIX and LINUX.
• Over 2 years of educational multimedia development experience, including but not limited to production of video, still slides, interactive quizzes, simple animations, and recording audio of narrations.

PROFESSIONAL EXPERIENCE

Confidential

Enterprise Service Desk Analyst

Responsibilities:

• Contract to hire position. Converted to employee in November 2011.
• Provides technical customer support to both internal and external customers as well as field operations.
• Utilizes technical ability and intuition in troubleshooting multiple applications and networks, resolving all customer issues in a timely manner.
• Support Desk function includes responding to inbound phone calls and emails in a busy fast paced environment. Also, places outbound calls for follow-up or additional troubleshooting.
• Provides advanced troubleshooting of hardware and software and takes appropriate action to include assignment of problem ticket to tier 2 or 3, network operations, or third party technical support staff.
• Tier 1 technical support and administration of multiple web-apps for internal users and external agents. Include user account creation, provisioning, and maintenance.
• Password resets for Active Directory, And AD User Configuration for Office Communicator, Oracle user account Password resets.
• Tier 2 McAfee Endpoint Encryption administration including user provisioning and machine and user recovery.
• Tier 1 desktop support and assistance to internal clients by remote access. Basic Network troubleshooting for wired, wireless and VPN networks.
• Tangoe MDM installation support for Apple iOS and Android devices.
• Ticket tracking and escalation in Footprints Ticking System.

Confidential

Technical Support Services Representative (Contract)

Responsibilities:

• Provided technical customer support to both internal corporate users and field operations.
• Utilized technical ability and intuition in troubleshooting multiple applications and networks, resolving all customer issues in a timely manner.
• Performed the help desk function by responding telephonically or via email to requests for technical assistance.
• Provided advanced troubleshooting of hardware and software and took appropriate action to include assignment of problem ticket to tier 2, network operations, or third party technical support staff.
• Tier 1 Administration of AS400 Servers, Cisco Routers, Linux 360 Point of Sale Servers, 360 Back Office, and IBM 360 POS registers (v6 and v13).
• Basic Hardware trouble shooting of Desktop PCs and IBM POS systems, peripherals, and store bases servers and printers.
• Tier 1 desktop support and assistance to internal clients by remote access. Basic Network trouble shooting for wired and wireless networks.
• Account registration and support for RSA.
• Ticket tracking and escalation in Manage Engine.

Confidential

Customer Account Executive

Responsibilities:

• Accommodated a range of subscriber requests, inquiries and concerns.
• Supported Comcasts’ video customers with technical support of TV connections, common communication errors, basic troubleshooting of equipment, and hookup instructions.
• Was responsible for identifying when a technician will be required and will schedule trouble call visits to the customer's location of service.
• Handled a high volume of incoming telephone calls, covering a range of services for customers in a prompt and professional manner while obtaining all information for resolution of transaction.
• Was responsible for answering customer questions regarding billing, service problems, products and features.
• Corrected errors and discrepancies on customer billings as necessary.
• Prepared work orders for maintenance requests after determining if field visits are required, and ensures appropriate follow-up procedures are met.
• Performed billing and posting of customer accounts. Resolved delinquent account balances with customers.

Confidential

Multimedia Specialist

Responsibilities:

• Created modules and computer graphics.
• Digitalized images and sounds to various file formats; set up and troubleshot computer hardware; installed updated and troubleshot software.
• Set up, directed and switched multi camera video programs; participated in productions including shooting, audio and engineering.
• Provided assistance to the Faculty Resource Center with software and technical support.
• Managed Projects related to multimedia productions.
• Created multimedia productions and animations in a digital environment; produced medial elements and database.
• Demonstrated high level of command of a variety of applications software, including video editing software, video and still graphics software and related applications.
• Maintained equipment and supplies; built image databases.
• Troubleshot and repaired equipment in the smart classrooms and auditoriums.
• Performed related duties as required.

Confidential

Technical Support Representative

Responsibilities:

• Provided Support for various services and products via telephone and e-mail.
• Performed Domain Registration, release and transfer duties.
• Supported NetObjects Fusion web site builder tool, versions MX to 9.
• Provided support for the on line NetObjects Matrix builder tool (AKA: eWorks XL).
• Trouble shot and helped customers Maintain e-commerce shopping cart tools (Kurant/ProStores).
• Provided support for Website Hosting services.
• Provided support for e-mail hosting services.
• Preformed product shipping and fulfillment duties.
• Preformed software quality assessment, and development testing.
• Wrote Procedural Documentation and Training Materials.

Confidential

On-Site Macintosh Service and Sales Technician

Responsibilities:

• Provided Outsource Information Technology support for Macintosh computers to large and small businesses, schools, and churches.
• Performed as a sales agent for New and used Macintosh accessories, as well as new, used and refurbished Macintosh computer systems.
• Handled large scale Macintosh networks in schools, and for the City of Jacksonville.
• Administered Cross-platform Macintosh/Windows networks.
• Performed On Site as well as Off Site maintenance, repairs, and upgrades of Macintosh computers as well as Windows based PCs.
• Provided solutions for wireless and wired networks. Including setting up and installing wired and wireless hardware.
• Problem solved to create solutions to meet customers needs based on site surveys, research, and budget limitations.
• Set up scheduling for Onsite services, and acted as direct assistant to Senior On site Technician.
• Responsible for accurate time tracking, and invoicing of customers.
• Gave technical support in face-to-face, telephone, and remote services situations.

Confidential

Customer Care Representative

Responsibilities:

• Continuously gave customer care to the high standards of T-Mobile
• Provided customers with Information on billing, products and services offered by T-Mobile.
• Handled and addressed issues related to billing, and credit for service provided on behalf of T-mobile.
• Graduated Valedictorian of my training class.