SUMMARY:

• To gain employment in the field of technical support. The experience represented is from previous careers where I have helped to expand the business through adhering to the service level agreement and ensuring that First Call Resolution is achieve when diagnosing and fixing the customers problems.

TECHNICAL SKILLS:

Microsoft Office Suite, Windows 7 Professional/Win 10, installing and configuring applications, experience in creating and modifying accounts in the Blackberry Enterprise Server, Android, Mac OS, Active Directory, Remote Tools (LANDesk) (Bomgard), Windows Remote Assist, Remedy Ticketing System, HP Service Manager, Oracle Propriety Ticketing System, SQL Database 10g, Microsoft Exchange Server 2003 and 2010.

PROFESSIONAL EXPERIENCE:

Confidential, MD

Customer Support Analyst 1LB

STAR Award Recipient

• Assign tickets that are sent to the dedicated help desk que
• Answer incoming emails and phone calls for Help Desk
• Work in partnership with vendor using Active Directory to maintain accounts, shared drive access and permissions
• Support users utilizing MS Office, Windows 7, Windows 8.1, Windows 10, WinServer2008
• Evaluate tickets for correct documentation and resolution
• Configured all network printers, and local printers
• Utilize remote tool (Bomgard) to troubleshoot end user issues
• Act as a liaison to the client on difficult cases
• Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation)
• Participate in conference calls with the client to ensure difficult cases are address as well as ongoing projects
• Analyze hardware and software problems and write case notes within ticketing system
• Resolve down sites servers in a timely manner
• Adobe, Internet Explorer Configuration
• Computer Management Troubleshooting
• Advanced Java Configuration
• Network Connectivity Troubleshooting

Confidential

Technical Support Advisor

• Work from home remote position as technical support for Mac OS X for Apple Computers.
• Provide support to Apple customers using Mac OS X.
• Trouble shooting customer issues and problem resolution.
• Enroll new customers in AppleCare and/or assist with system set - up.
• Utilize remote monitoring tools to assist customer
• Troubleshoot MAC OS X and Windows OS for compatibility issues with apple proprietary software
• Utilize a ticketing system to log calls and escalate accordingly

Confidential, Woodlawn, MD

Inventory Supervisor

• Oversee and support other client driven and required inventory movement to support overall client needs
• Communication with the leadership group to recommend improvements using root cause analysis
• Responsible for planning cycle counts to meet defined KPIs
• Verify reconciliation, mentor and train staff to meet the needs
• Communication with the leadership group to recommend improvements using root cause analysis
• Train, Coach and Supervise the Inventory Accuracy Team (24 employees)
• Operations reporting
• Go over reports with client to ensure accuracy

Confidential, Owings Mills, MD

Service Desk Analyst

• Troubleshoot hardware and software issues
• Utilizes remote support tools for resolution of user workstation
• Troubleshoot and resolve Citrix Connections
• Active Directory Password resets
• Company Proprietary troubleshooting and if unresolved escalate to the next level of support
• Document reported issues and escalate trends to next level of support
• Troubleshoot and resolve Microsoft Office Suite
• Remotely push software updates and applications to workstations on approval basis
• Work with leadership on escalated issues

Confidential, Columbia, MD

Student Technical Support

• Troubleshot and resolved software, hardware, printer, and dial-up/DSL/cable-modem/network issues by actively listening to the caller and asking appropriate questions to build a solution
• Handled troubleshooting Connexus (online school) issues (Internet/application issues)
• Logged all calls in call tracking system, creating detailed, accurate entries
• Escalated calls when necessary according to guidelines
• Remoted in to callers’ computers when necessary using the appropriate student tech support processes
• Defined and gave feedback/recapped user problems while providing a detailed solution to resolve each issue
• Proactively followed-up (outbound) with callers (in between inbound calls) to verify that problems were resolved
• Responded to voicemails and WebMails, followed up with responses to message board posts, and created trouble tickets as necessary
• Maintained a current level of understanding of the details of home networking, high-speed Internet, dial-up and application functionality
• Acted as liaison for web-based application problems between users and developers
• Assisted in the collection of data for identifying user requirements that may result in future system development or training
• Kept current with development of new system features
• Worked with manager to implement products and processes to increase Student Tech Support team efficiencies and quality
• Performed other duties which may be necessary for the organization, including manual labor, such as staging materials, packing, inventory, and delivery

Confidential, Catonsville, MD

Service Desk Analyst - Exelon

• Was responsible for troubleshooting and resolving end users issues following documented processes
• Documented problems and processes to update the knowledge base
• Monitored call trends and reported to next level of support
• Worked with groups in the IT infrastructure to resolve end users problems
• Reported unresolved issues to next level of support through ticketing system (HP Service Manager)
• Provided tier 1 and tier 2 support for proprietary software
• Troubleshot and resolved software, hardware, printer, and network connectivity issues
• Handled troubleshooting Microsoft Office Suite
• Utilized remote management tools (LANDesk Management) to troubleshoot end user issues
• User account unlocks and password reset were done with Active Directory
• Gave file and folder recovery
• Completed profile rebuilds
• Finished troubleshooting Cisco and Nortel VPN connectivity
• Added and modified permissions in Active Directory
• Setup corporate email on company and personal devices (Blackberry, Android, and Apple mobile devices)
• Created and modified accounts in Blackberry Enterprise Server
• Finalized troubleshooting Windows XP/7 Enterprise
• Did troubleshooting for remote Citrix sessions
• Helped troubleshoot enterprise messaging service (Microsoft Lync 2010)
• Assisted in troubleshooting Microsoft SharePoint site access

Confidential, Hanover, MD

Technical Support Coordinator

• Provided exceptional customer service and technical support for internal and external voice and data product customers
• Gave detailed information on how to set up/configure data and voice products
• Troubleshot hardware and software issues and identified network/applications issues/document the resolution
• Verified provisioning and diagnosed device or Network issues
• Gave troubleshooting for PC Operating systems, specifically Device Manager and TCP/IP configuration
• Experienced with Remedy and MARS
• Upsold Confidential products
• Participated in the Emerging Talent Program for Developing Leaders
• Took part in the Tech On Call Program
• Assisted in providing feedback to employees on call quality and technical assistant
• Reviewed Remedy tickets for accuracy before submitting to tier 3 support
• Helped provide on floor support
• Reported any outages and call trends to management