Customer Support Representative II (IT Helpdesk Analyst) Resume Macon, GA - Hire IT People

SUMMARY:

Proficiency with Microsoft Windows, Virtual Private Network, Office 365 and Outlook, and Automatic Call Distribution technology
Proficient in MS Word, Excel (pivot tables and vlookup), Access, PowerPoint, and Outlook
Skilled in computer hardware/software (Installing Java, Adobe, Join.me), mobile devices, printers, laptop and desktop (HP, Dell, Mac)
Networking (LAN/WAN) Knowledge and VPN connectivity experience.
Active Directory (Password resets and unlock, credentials, group policy)
Powershell for Active Directory ( import .CSV, add, remove, update users and groups)
Software install on Android and IOS devices
SQL programming experience (SQL, T - SQL). Database querying and reporting (2 years) in SQL Server management Studio
Service Now, Remedy and Footprint system knowledge
Linux/Unix experience (2 year)
Application support (Clinical apps such as Powerchart and Surginet) Financial apps (HDX, Lawson HR Payroll, and 3M)
Oracle database (2years)

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Macon, GA

Customer Support Representative II (IT Helpdesk Analyst)

Responsibilities:

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Provide hardware/software installation
Support various IT equipment such as printers, mobile devices, MFDs, routers, etc.
Microsoft Office 365 deployment
Install, modify, and repair computer hardware and software.
Provided Remote help desk for my customer base.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Assisted end users with VPN access.
Active Directory support (password resets, unlock accounts, group policy).
Created several simple to complex queries using self joins, correlating subqueries, etc.

Confidential, Macon, GA

Computer Operations Specialist

Responsibilities:

Operate and monitor systems and networks
Lead shift turnovers for off-shore and management
Use Remedy and Service Now ticketing system for documenting issues
Submit, Monitor, and maintain batch jobs for complex application systems
SQL-Created several simple to complex queries using self joins, correlating subqueries, etc.
Use monitoring tools and software to identify Environmental, Network, Electrical, and Security issues.
Resolution of Daily Disaster Recovery Procedures (UNIX and Storage Administrators/ Windows Administrators)
Designed and implemented comprehensive Backup plan and disaster recovery strategies Implemented
Great familiarity with Linux and Windows 7 and 10
Install cabling for new servers
SAN and NAS architecture (2 years)

Confidential, Macon, GA

Customer Service Representative

Responsibilities:

Provided customers with details of their insurance coverage and made changes to policies when applicable
Received up to 50-60 inbound telephone calls per day in a call center environment
Worked with the customer to ensure they were properly insured
Handled customer inquiries promptly to ensure first call resolution
Navigated the internal computer program to look up customer information and update policies
Verified coverage for policyholders after accidents
Assist with the removal of a customer’s vehicle when disabled
Work with customers and vendors in 50 states
Team lead; assist with the transition of new associates in their job duties