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Technology Customer Support Analyst Resume

Mililani, HI

SUMMARY

Experienced IT professional with a customer support focus that is looking for a job in systems administration. A highly motivated, driven, and detail oriented individual that has experience supporting a top Financial Institution in Hawaii. Seeking to benefit a company with solid technological knowledge and time management skills. Looking for a challenging, and fulfilling opportunity to work with a team that takes pride and joy in enabling and supporting the company and its customer’s goals.

TECHNICAL SKILLS

OS/ Platforms: Windows 7/8/10, Mac OSMMS Office 2010/2013/365 , MS Exchange Server 2008

Applications/Tools: MS Remote Desktop, Hyper - V, VMware, Adobe Photoshop, Microsoft Active Directory, MS SCCM, Windows Remote Assistance Tool, Cisco Webex, Polycom Realpresence Desktop Cat-5/6 Cabling, Cisco IOS, Cisco Call Manager, Cisco UCCX

Networking: PC and MAC Desktops, laptops, printers, scanners, Cisco routers and switches, VOIP Phones, Apple/Android Cell Phones, Audio Mixers CompTIA Security+(In process)

PROFESSIONAL EXPERIENCE

Confidential, Mililani, HI

Technology Customer Support Analyst

Responsibilities:

  • Responsible for executing the day-to-day tasks of the Technology Support Processes.
  • Provided a central contact point for all IT incidents and service requests.
  • Earned solid reputation for resolving complex issues and providing exceptional customer service.
  • Provided training, guidance, and mentorship to new and fellow IT support analysts.
  • Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voicemail.
  • Primary involved with performing the incident management process, granting of user access, and routine requests, such as account unlocks and password resets
  • Liaised with bank users and members of IT Services to ensure quality of service is provided and compliance with SLA’s is monitored.
  • Configured, troubleshoot, and deployed Cisco VOIP phones.
  • Created and configured VMs using Windows Hyper-V
  • Installed and deployed software using Windows SCCM, Windows remote desktop, and powershell scripts.

Confidential, Waipahu, HI

Technology Resource Group Tech Lead

Responsibilities:

  • Responsible of the setup and operation of audio, video, and teleconference equipment for various events ranging from: worship services, meetings, community events, sporting events, and other technical needs for the church.
  • Set up a Telecom Infrastructure of a 1,000-seating capacity chapel with CAT6, XLR & USB Cables.
  • Successfully improved set-up & breakdown time by 4 hours.
  • Implemented broadcasting software to seamlessly transition from different applications, and presentations.
  • Oversees a team of 4-10 members during events.
  • Conceptualized and tested wi-fi audio language translation.
  • Provides audio and video support for Church organizational monthly meetings, seminars, and conferences for both locale & district events

Confidential

Library Help Desk Intern

Responsibilities:

  • Diagnosed & resolved technical hardware, software issues
  • Walk customers through problem solving process
  • Responded to requests for technical assistance in person, phone, or email
  • Resolved Xerox and HP printing issues
  • Recorded, tracked, and responded to help desk tickets & interactions
  • Installed, upgraded and repaired computer software and hardware

Confidential, Mililani, HI

Network Engineering & Telecommunications (NETS) Intern

Responsibilities:

  • Created s physical and logical network diagram using Visio
  • Physically installed network switches, routers, and servers into the datacenter
  • Made network patch cables
  • Rewired and cleaned up patch panels
  • Prepared request for procurement of cable runners & other data center peripherals

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