SUMMARY:

Seeking a challenging position in a strong, dynamic company where I can utilize the skills and expertise that I have acquired to achieve growth and high customer satisfaction.

SKILLS EXPERIENCE:

Telecommunications Knowledge, Hardware Installation and Support, Help Desk Support, LAN infrastructure, IP Routing, Mobile Device Management, Active Directory, proficient with MS Office applications. Remedy Ticketing System, Microsoft Exchange 2003 Server applications, Cisco Routers & Switches, Change Point, Share Point. Mobility Management Platform (MMP)

TECHNICAL PROFICIENCIES:

Hardware: Cisco Routers and switches, Catalyst, D - Link, Linksys, Net Gear

Operating Systems: Windows, Linux, Cisco IOS, Apple iOS devices, Android devices

MDM Platform: AirWatch, MobileIron, Toggle, MEAP/Kony

EXPERIENCE:

Mobile Device Support Engineer

Confidential

Responsibilities:

• Troubleshoot Device enrollment issues, Application Configuration issues, MDM Platform avaibility issues.
• Responsible for proactive and reactive fault management of hosted mobile applications such as MDM and MEAP, Machine to Machine(M2M) and Mobile Security including alarm validation, and ticket documentation, Document all trouble calls through Remedy Ticketing System.
• Support Business Clients. Mobile Device Management and Administration & Support of the MDM Application
• Troubleshoot Application Download Issues
• Application Configuration issues, Administer and Manage Mobile devices throughout their entire cycle, Register, activate and enroll devices and maintain securities policies being enforced and pushed to devices.
• Troubleshoot Device Enrollment Issues, MDM Platform Availability Issues, devices and Server logs and Policy implementation.
• Subject Matter Expert on hosted MDM services. Analyze, Configure and Install MDM Applications.
• Interact with Vendor Team to resolve complex trouble tickets.
• Knowledge of Active Directory and IOS Platform devices and Microsoft Exchange and managing mobile devices with Exchange ActiveSync.
• Generate Weekly and Monthly Reports in behalf of the client. Tier II client Support and Escalations

Application/Tech Support

Confidential

Responsibilities:

• Takes end user calls and manages tickets using Confidential .
• Initiates resolution and resolves end user Confidential application problems.
• Refer tickets to next level of support when issue cannot be resolved by application support.
• Verifies the functionality of Confidential applications and coordinates end user testing for release activity.
• Performs post release installation testing in the production environment.
• Manage ticket entry, escalation, and dispatch in the Confidential Ticketing System.
• Work directly with end - users to identify, investigate, and resolve technical issues.
• Coordinate issue tracking, resolution, and notification.
• Support and Troubleshoot Confidential Midrange/Mainframe Applications.
• Troubleshoot Applications issues with users and recommending and facilitating appropriate resolutions.
• Troubleshoot application issues with users and recommend appropriate resolutions.
• Provide Application support for all desktop computers.
• Document resolution details and in corporate into knowledge base.

Confidential

Responsibilities:

• Provide Customer Service to clients and agents, Prepare quotations and efficiently process shipments and billing while working for a major NVOCC in the Atlanta area.
• Responsible for serving clients professionally and efficiently in accordance with documented procedures.
• Create shipments file on system and process sales invoices according to procedures and standards.
• I am also very familiar with Import/Export Procedures.
• Arrange booking with sea carriers.
• Coordinate ocean shipments, arrange Oceans and Seas Bill Of Lading issuance and rates negotiation, provide clients with advice on cargo cut off, sailing date and time and Confidential .
• Prepares, issues, and submit documentation to ensure proper exportation of client cargo. Intermediate understanding the Confidential and Basic Ocean export knowledge.

User Support Specialist

Confidential

Responsibilities:

• Provide Desktop support to Center for Diseases Control ( Confidential ) Employees.
• Take incoming user support trouble calls over the telephone.
• Resolve PC and Laptop configurations issues along with Blackberry Support and Setup.
• Provide first level technical support for Active Directory User Administration & Password Reset.
• Professionally diagnosed computer hardware, software and operating system problems through discussions with users.
• Researched problem identification isolation and resolution processes.
• Troubleshoot unresolved issues to Field Support Team through the Peregrine Ticketing system.
• Use applicable tools to analyze voice trouble tickets and resolve or re-assign tickets as necessary.
• Install and manage Windows XP desktop computers and the user applications installed on these computers.

Customer Support

Confidential

Responsibilities:

• Micro hardware and software performing system maintenance functions installation on-site while providing support for all type of pc clones and laptops and printers.
• Home Network setup and configuration, Diagnosed connectivity’s issues, assists with and resolved a variety of diverse and technically difficult client problems.
• Responsible for installation, configuration and troubleshooting of: Windows 2000 and Windows Xp on the desktops, Microsoft Office suite 2003 Applications, TCP/IP and DHCP, Outlook 2003, Dialup Networking, DNS configuration

Confidential

Technical Support Analyst

Responsibilities:

• Provide support to end users on a variety of issues. Identifies, researches, and resolves technical problems.
• Respond to telephone calls, email and personnel requests for technical support.
• Respond to telephone calls, email and personnel requests for technical support.
• Tracks and monitor the problem to insure a timely resolution.
• Log calls in our Vantive Ticketing System and maintain clear and concise documentation in the Help Desk.
• Installation and configuration of software support and analysis on standard Bellsouth Packages Answer all incoming help desk calls and assist in the research and resolution of any problems that occur.
• Remote access, Dial up and Virtual Private Network (VPN) setup and configuration support.
• Configured workstations, Laptops and systems and migrate systems to the Active Directory and installed and tested hardware and software.