Technical Support Resume Tracy, CA - Hire IT People

SUMMARY:

Seeking an opportunity to leverage my background and experience in Network Administration to make unique contributions.
Cross platform Network Administrator
Windows Active Directory Services
Linux TCP/IP WAN LAN VLANs
Unix Administration
Cisco Routing and Switching

PROFESSIONAL EXPERIENCE:

Technical Support

Confidential, Tracy, CA

Responsibilities:

Lead and manage a life cycle process from identifying customer issues to providing solutions and patches in a lead role.
Work very closely with platinum and VIP customers, lab team, product developers and QA teams to identify and solve software problems
Improved total customer experience by resolving technical problems remotely via e - mail and telephone
Lead and assisted new technicians to achieve support proficiency
Timely and successfully configure Windows 7, 8.1 and 10 networking remotely and install software
Support for over 5,000 satisfied professional tax preparers who use our software
Populate the customer knowledge base with well-documented solutions
Manage my time and escalate trouble tickets in a timely manner that has raised customer satisfaction
Serve as point of contact for early shift by performing critical services such as resetting password accounts and issuing new login accounts

Network Administrator

Confidential, Modesto, California

Responsibilities:

Analyzed network d Confidential using Wireshark to determine network usage, disk space availability and server functionality.
Configured security settings for a 500 user groups and individuals using Windows Active Directory Services
Improved total customer experience by developing solutions in a timely manner and resolving 100% of technical escalations
Configured Local Area Networks (LAN and VLANs), routers, switches and related network devices
Documented daily network use activities and developed performance matrix for management
Evaluated local area network (LAN) performance d Confidential to ensure maximum availability, and identify bottlenecks.

Lead OpenView Network Support Engineer

Confidential, Cupertino, California

Responsibilities:

Led an international team of OpenView Support Engineers in managing, administering, supporting HP OpenView family of products.
Led an international team of OpenView Support Engineers in managing, administering, supporting HP OpenView family of products
Led and managed a life cycle process (from identifying customer issues to providing solutions/patches) by being the Project Lead
Worked very closely with platinum customers, lab simulation team, product developers and QA team to identify and solve bugs as a Project Coordinator
Improved total customer experience by developing solutions in a timely manner and resolving 100% of technical escalations
Managed critical account customers
Successfully conducted up - selling and solution selling for customers looking to further leverage HP tools to meet their requirements
Directed user adoption initiatives with customers on various OpenView features and functionality
Populated the customer knowledge base with well-documented solutions
Spearheaded and developed cross program to share knowledge between engineers and mentored new engineers
Initiated and organized multiple team building events that fostered a positive team work and improved team efficiency
Managed myself to being a tier3 support engineer
Was part of the Confidential team