SUMMARY:

• To obtain a position within my skill set to further advance my professional experience while at the same time, capitalize on all growth opportunities that can benefit your organization.
• Excels in heavy workload environment while remaining productive
• Developed and have enabled strong communication and interpersonal skills
• New business development and account management
• Teachable / trainable, taking pride in every approach
• Knowledge of advertising and sales promotion techniques

PRIMARY SKILLS:

• Customer Service Sales CRM Sales Force
• Account Management MS Outlook, MS Office 365 Citrix SQL Server 2008
• LAN and WAN Mac OS El Capitan Powershell SCOM
• Mac OS Yosemite SCCM Active Directory Azzure
• IIS Manager 7.0+ Problem Resolution ITSM Remedy Time Management

EMPLOYMENT HISTORY:

Confidential

Tier 2 Support Engineer

Responsibilities:

• Monitors and Maintains the Live Service for Confidential
• Troubleshooting in diverse scenarios involving server applications, databases, and networking
• Supporting enterprise - level server hardware, OS and networking.
• Performs alert-based investigation and troubleshooting of alerts fired into the SCOM monitoring solution tool
• Escalate server requests to the correct owners to make them aware of the request
• Verify Server Certificates expirations

Confidential

Help Desk Analyst

Responsibilities:

• Effectively manage large amounts of incoming calls.
• Handles the most difficult problems and triage issues.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Update user new and existing user information in MS Dynamics CRM
• Respond promptly to requests for technical support via email, phone, and in person.
• Create and maintain departmental organizational units in Active Directory.
• Provide Help Desk ticketing system support to new and existing users
• Validate server components, server systems, BIOS, and firmware
• Simulates or recreates user problems to resolve operating difficulties.
• Provides support to end users either for PC, server, or mainframe applications as well as hardware.

Confidential

Support Analyst

Responsibilities:

• Responsible for ensuring all LAN and WAN are fully functional.
• Remotely repair and analyze network hardware and infrastructure.
• Generate Help Desk tickets in Remedy.
• Troubleshoot POS, software, payment gateway and various other credit card processing applications.
• Planning, coordinating, tracking, and ensuring that phone and data lines are provisioned and installed.
• Provide network support to field network technicians nationwide.
• Troubleshoot network switches and routers to ensure connectivity
• Configure Google network to ensure Wi-Fi connectivity is stable.
• Interface with internal business customers, technical support resources, and external business partners.

Confidential

IT Implementation Specialist

Responsibilities:

• Collaborates with cross functional teams within the Information Technology department and Retail operations.
• Coordinate with stores and testing teams during the pilot phase.
• Documents and reviews user problems using tracking software.
• Ensures that second through fourth level technical problems are identified, tracked, resolved, and referred to the correct support groups as needed.
• Coordinate with the retail leasing team to coordinate access for onsite technicians.
• Informs senior implementation specialist and management of issues requiring additional intervention or support.

Confidential

Inside Sales Support

Responsibilities:

• Research leads, pre-qualify prospects, and identify decision makers within a corporate structure.
• Cold calling and telemarketing to qualify leads and present products and services to both new and existing customers and markets.
• Develop relationships by way of phone, email, social media and professional networking.
• Handle inbound, unsolicited prospect calls and convert the prospects into sales.
• Daily communication with sales staff to manage leads, opportunities, sales, order processing and delivery to insure the highest standards of customer satisfaction is met.
• Maintain customer information within CRM.
• Scheduling appointments, meeting with existing and potential customers in their office or on a job site to consultatively sell company based solutions.

Confidential

Technical Support Representative

Responsibilities:

• Consistently maintain and improve customer relationships by quickly and effectively resolving client issues.
• Responsible for troubleshooting hardware and applications, providing technical support and problem solving.
• Configuration of SCCM to better engage deployment of all desktops, laptops, and handheld devices.
• Configure existing PC/Mac computer hardware for various end users, including local and networked printers, data migration, and application installation in both local and virtual environments.
• Maintain standard operating procedures, best practices, and customer service guidelines
• Drives quality and adherence to best practices within the team.
• Provides logistics for campus-wide computer upgrades, and hardware deployment
• Re-Imaged and deployed all completed Mac and Windows hardware to the end user