PROFESSIONAL SUMMARY:

• Experienced IT professional with 10+ years of extensive experience. Troubleshooting, testing and configuring desktops and laptops. Installing Confidential Office software and domain migrations.
• Proficient and has good understanding of operating systems, backup solutions, host mainframe systems and applications, data migration and data network devices.
• Has hands on experience using O365 E3 and E5 tenants and software.

TECHNICAL SKILLS:

• Windows 7
• Windows 10
• Desktop Support
• Azure
• Network Implementation
• Network Remediation
• Proficient in all O365 software
• Project Management
• SLA Management
• Tier 2 Troubleshooting
• Asset Management
• Cisco Call Manager
• Cisco Routers
• Cisco WAPS
• Citrix Remote Support
• WebEx
• Ghost Imaging
• Windows XP/Vista/7/8/10
• Office 365
• Confidential Office Suites All Versions
• ZenDesk
• LMI

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Provide remote technical assistance to Office 365 customers (small business <150 licenses) via telephone, written correspondence, and remote desktop support sessions. Assist administrators with advanced troubleshooting, problem resolution, and best practices regarding break - fix scenarios and deployment/implementation and readiness guidance. Demonstrated experience in handling technically complex issues and politically sensitive situations. Assist Office 365 customers with configuration and ongoing support of the Office 365 cloud suite of applications.
• Respond to and work requests for service and incidents in the company ticketing system through completion.
• Installation, configuration, and support of Confidential Office 365 on various platforms
• Provide phone and remote troubleshooting support
• Ability to provide quick recommendations towards resolution
• Ability to see and communicate customer perspective clearly while collaborating with internal departments
• Responsible for efficiently managing the relationship with customers while accurately documenting cases details, and outcomes.
• Ensure accurate and timely resolution for assigned issues
• Administration of applications within the Office 365 suite

Confidential

Active Directory Resource / Confidential O365 Implementation Specialist

Responsibilities:

• Provide 2nd level support for Active Directory & Identity incidents via phone, Service Now incident tickets or in person at the Norcross campus locations.
• Familiarity with Confidential products including AD, Password Reset, Multi-factor authentication, Intune.
• Knowledge of desktop architecture
• Install and provide 2nd level support for Confidential Office 365 and Office 2016 products via phone, Service Now incident tickets or in person at the Norcross campus locations. Teaching of different O365 software including: Skype for Business, Teams, Yammer, One Drive for Business, and Exchange Online

Confidential, Winder, GA

Network Remediation Specialist

Responsibilities:

• Responsible for break/fix and Desktop/Technical Support of new hardware and Wireless Access Point upgrades, installations, and replacements, heavy Confidential Excel use tracking work production and tracking assets. Experience in Cisco Networking, IP addressing and Web Browsers
• Work with project management to resolve complex software and networking issues. Assist customers in troubleshooting on various Windows operating systems.
• Managing the company wide replacement of 2800 series Cisco routers with 2911 Cisco routers, System Asset Tracking.
• Knowledge of current windows server and desktop operating system including Confidential O365 installation and implementation
• A very tight team of network techs tasked to monitor Cisco network implementations and hardware replacements.
• Interacting with Senior Management daily and having weekly meetings via WebEx.

Confidential, Atlanta, GA

Desktop Support / Technical Support

Responsibilities:

• Responsible for break/fix and Desktop/Technical Support of new hardware and Wireless Access Point upgrades, installations of O365 and management of the Admin Center, device replacements, and Site Surveys for varied business models.

Confidential, Atlanta, GA

Operations Manager

Responsibilities:

• Device & Maintenance Performance Reporting, Proactive Service, Device Configuration Monitoring, Output Device, Specification Management, Maintenance (break-fix) Service Support, System Asset Tracking, Management, Reporting, and Billing, Accounts Receivable Management, Consumables Management, Process/Procedure Development & Maintenance, SLA Management, Excel Macros/V-Lookup, O365
• Troubleshoot Practice Manager Software relating to network connection issues
• This position was created to combine my technical skills and existing project management into one job.
• I established a process of weekly visits to the client and having weekly meetings with the break/fix team.

Confidential, Atlanta, GA

Tier 2-3 Technical Support Professional / Sr. Field Engineer

Responsibilities:

• Installation of servers, email exchange servers, all Confidential Office products, cache proxy machines, and workstations while using Citrix, Windows 2008 Server and working with Active Directory, Group Policy, DNS, DHCP, Exchange, Firewalls, VPN.
• Answered customer questions for inbound/outbound calls in call center environment.
• Assisted customers in troubleshooting all Windows operating systems related specific customer software
• Troubleshoot Practice Manager Software relating to network connection issues
• Specialized in troubleshooting, configuring, maintenance, installations, imaging and deployment. Windows Exchange configuration.
• Mac Systems configuration and repair. Android and Apple mobile email configuration. POS Installation and repair. NCR Experience.
• Using different vendor relationships helped me to be successful at Computer Troubleshooters.
• Found and encouraged the owner to purchase monitoring software for our clients.
• Ran the software and implemented different tasks including monitoring updates, pushing out antivirus software and updates and more.

Confidential, Buford, GA

Helpdesk Support/Technical Support

Responsibilities:

• Installed and performed repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Oversaw the daily performance of computer systems.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Assisted customers in troubleshooting Windows 9X/2000/XP/Vista/7 and hardware problems
• Worked collaboratively with colleagues to catalog hardware components of donated PCs
• Installed LAN, MAN, WLAN, and WAN solutions for small and large businesses
• Installed Confidential Office 2000/2003/2007/2010 and Outlook 2000/2003/2007/2010
• Managed sales team which includes interviewing.
• Ensured employee sales goals are met.

Confidential, Atlanta, GA

Purchasing Coordinator

Responsibilities:

• Verified that all purchase orders were fulfilled.
• Developed a relationship with the accounting department to make sure invoices have been paid.
• Having a close relationship with the buyers to insure that equipment already purchased has been used, accounted for, and/or paid for prior to more buying.

Confidential, Atlanta, GA

Geo-synthetic/Geo-technical Admin Assistant

Responsibilities:

• Converted complex engineer data and formulas onto forms and spreadsheets so the client can easily understand.
• At times performing tests, atterbergs and proctors for example, to measure the quality of earth for building landfills.
• The main client being Waste Management.