IT Supervisor Resume

EMPLOYMENT HISTORY

Confidential

Chat and Escalation Lead
Performing regular Audits of the chat team
Maintaining the chat script database
Managing user access and permissions to Right Touch
Participating in conference calls with vendors and other AT&T helpdesks
Assisting Chat and Phone agents with resolving client issues
Assisting with staffing and scheduling
Resolving or delegating escalations from multiple sources
Supervising the documentation team
Monitoring chat and phone agents for quality and policy compliance
Desktop chat agent
Providing internal support for windows 7 via chat and phone
Creating and modifying chat support procedures
Training new agents
Resolving escalation level issues
Initiating inter - departmental communication
Creating user accessible documents
Assisting Tier 1 agents with difficult or long issues
Tier II support agent
Providing internal support for Iphone and Ipad devices
Managing users in Active Directory 2013 and Exchange 2013
Support for Dell, HP, Panasonic desktops, laptops and tablets
Troubleshooting office 2010, 2013, 365 and enterprise vault
VPN support though various connectivity applications
Inventory management and hardware troubleshooting
Creating and maintaining internal knowledgebase website
Ticket management through Remedy

Confidential

IT Supervisor

Responsibilities:

Managing an IT department for a nationwide transcription service
maintained client and vendor relations for multiple organizations
providing support for ExText, PowerScribe, Arrendale, Escription, Fluency, Dolby Fusion and ExSpeech platforms
maintained multiple VPN networks with 99.99% uptime and provided support for cisco ipsec dialer and anyconnect client.
managed two collocated server cabinets including configuring and maintaining cisco firewalls. Installed and Maintained Cisco VOIP telephone system
Full desktop support for Windows 2000/XP/vista/windows7/windows8.1 and office 2000/XP/ 2003/2007/2010
Workflow management for a 3 person IT department supporting upwards of 1000 users
Shipping and receiving
On-call pager rotation
virtualization experience with vmware 10 and virtualbox
set up and maintained windows server 2003, active directory and exchange 2003.
Designed and maintained network including adding capacity and replacing faulty equipment.
maintained user access and exchange mailboxes via active directory
remote connection troubleshooting and deployment via logmein rescue, teamviewer, aammyy, go2assist and citrix. Setup remote desktop workstations on windows XP, windows 7 and windows 8.1.
Staffing and training for the IT department
ghost imaging and physical repair of Dell desktop and laptops (both windows and mac)
Purchasing and inventory control
Support for a small amount of Iphone and Android smartphones
managed ticketing system through atlassian.
Handled personal errands and tasks.

Confidential

DSL Supervisor

Responsibilities:

Supervising and training 5 employees with SBC, Verizon and Alltel DSL.
Supporting ISDN, T1, Plesk and Cobalt webhosting as well as two colocation facilities
Wireless broadband support and setup
Provisioning subscribers on Redback equipment as well as at the telco level
Configuration of speedstream and zoom adsl modems
familiarity with CPSOS and MAGIC
Light assistance with home networking, primarily with linksys equipment

Confidential

Head Datacenter Technician

Responsibilities:

Performing server maintenance on Compaq DL320, Cobalt RaQ2 and RaQ4, SUN Spectrum, Dell Power Edge 1600SC and many custom tower configurations.
Network level troubleshooting and kernel/boot configuration troubleshooting on Red Hat Linux 7.2, Red Hat Linux 7.3, Red Hat Linux 9, Red Hat Enterprise 3, FreeBSD 4.9, Windows 2003 and Windows 2003 web edition.
Experience installing and configurating the following control panels, Ensim 3.1,x, Ensim 3.5.x, Plesk 5, Plesk 6, Plesk 7, CPanel.
Server level security breach investigation and repair
IRC configuration and troubleshooting
Level II Technical Support
Electronic support via e-mail and IRC chat as well as tier 2 duties supporting dial-up connections, ISDN, DSL, Internet Explorer, Netscape, and other internet applications.
Take inbound calls from Customers concerning their connection and surfing issues and problems. Trouble shooting and researching problems so that our customers can utilize the internet.
Educating Customers in the proper way to utilize the free web space that is provided. Also providing a knowledgeable platform for mail clients so that our customers can retrieve there email with Microsoft Outlook and Outlook Express.
Functioned as backup to the MacOS tech supporting os9 and osX when he was not available.

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