OBJECTIVE:

Obtain a position in the field of Information Technology where I can utilize my skills, experience, and education.

SUMMARY:

• Five plus years of Computer / Network Support
• Fifteen plus years in customer service
• Experience with Oracle
• Extensive Microsoft Office Suite Experience
• Install, configure and maintain various networks and operating systems (Windows 7, XP, Red Hat Linux 7.2 and 7.3, Linux Fedora 15, Server 2003 and 2008)
• VMWare administration and support
• Computer imaging
• Employ LAN/WAN Technology and Applications
• IP Networking
• Implement network security protocols
• C++Programming
• Manage exchange servers
• Troubleshoot/replace faulty hardware (disk and network servers, network interface cards)
• Active Directory
• Cisco Servers
• Cisco VoIP Phone Systems: 7965, 7960G, 7970
• Cisco Routers: 7600 Series
• Internet Web based program experience
• DSI Client Inventory System Administration
• D Storage trouble shooting and installation
• Zebra printer installation and configuration
• Network laser printer installation
• Cobian Backup System Administration
• Team Viewer PC Software (multiple versions)
• Proficient in the use of Remote Desktop Connection (RDC)
• Mac OS Trouble Shooting
• SCCM Console

EMPLOYMENT HISTORY:

Confidential

Sr. Desktop Support Specialist

Responsibilities:

• Serve as project lead on various system upgrades and maintenance.
• Perform hands - on technical upgrades and deployments.
• Write scripts that perform system tasks and change configurations.
• Research innovative technologies and make recommendations.
• Develop, document and train others on IT systems and best practice procedures.
• Analyze business and IT processes, technologies and applications.
• Maintain software-testing environment for new security patches, Windows updates, etc.
• Provide daily Level 2 support for various infrastructure / desktop support systems.
• Administration and oversight for Lotus Notes desktop client, desktop and client policy.
• Perform day to IT support to customers.

Confidential

IT Support Analyst, Salem, VA

Responsibilities:

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem - solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.

Confidential

IT Support Analyst

Responsibilities:

• Provides technical support to diagnose, analyze, research and resolve routine interactions for users. Responsible for recognizing, researching, isolating, escalating and resolving incidents and/or interactions.
• Executes incident management, and facilitates interactions for other service management functions for Nationwide supported applications and IT processes.
• Provides preventative maintenance, troubleshooting, direct cause analysis, and resolution for routine technical incidents in order to ensure user satisfaction.
• Documents routine user escalations and routes to appropriate technical solution area or resource.
• Performs all other duties as assigned.

Confidential

IT Coordinator, Charlottlesville, VA

Responsibilities:

• Works with management and other departments to implement a successful IT plan.
• Assists in the implementation of the IT plan and trains the individuals who will need to use it.
• Establishes various guidelines for evaluating the IT systems and determining where changes should be made.
• Assists in budgeting for IT expenses, including the purchase of new equipment and software when necessary.
• Diagnoses issues when computers or other technologies are not working as they should.
• Implements a plan for repair or replacement of computers and other forms of technology.
• Instructs other IT professionals and assigns projects as needed.
• Forms strong bonds with equipment manufacturers and service providers so that issues can be resolved more quickly.
• Prepares regular reports for management officials; attends meetings to present these findings.
• Assisted new hires with helpdesk related issues
• Provided technical support to users as well as support for incoming questions related to computer systems, software, and hardware.
• Respond to tickets either via email over the phone on in person.
• Train users on the proper way to use various programs and applications and maintain daily performance logs.
• Ask pertinent questions to determine cause of the issue. Install, modify, and repair PC hardware and software.
• Run diagnostics to resolve problems in a timely manner.
• Resolve issues with the Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Follow up with customers to ensure issue has been resolved.
• Obtain user feedback to see what areas need to be improved upon.
• Run daily system audits to ensure full functionality and apply updates to the servers as needed.

Confidential, Lynchburg, VA

Customer Service Manager

Responsibilities:

• Collaborate with store management to support and implement growth strategies
• Coordinate customer service projects and initiatives
• Ensure budget requirements are being met
• Conduct employee performance evaluations
• Evaluate and address staff training and coaching needs
• Provide strong customer service
• Supervise associates in the assigned areas and convey daily tasks and goals

Confidential, Lynchburg, VA

Customer Service Representative

Responsibilities:

• Maintained self service area
• Responsible for the troubleshooting of computer/register problems
• Led front end processes to sustain employee productivity and superb customer service

Confidential, Lynchburg, VA

Policyholder Service Representative

Responsibilities:

• Communicated product and regulatory information to customers
• Charted company procedural modifications and maintained regulatory compliance
• Analyzed financial transactions