Technical Support Specialist/ Computer Operator Resume

OBJECTIVE:

Seeking career position that requires a dependable, hardworking, integral person to optimize excellent skills acquired through previous work experiences.

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Specialist/ Computer Operator

Responsibilities:

Monitor daily application log monitors, queue monitors, and other indicators of Norfolk Southern’s train dispatch system.
Assist daily calls while troubleshooting clients in a high volume call environment
Detect and report system anomalies such as system stagnation, database overloads, and process failures to appropriate support groups
Run daily software monitoring scripts utilizing Linux and knowledge base
Responsible for applying system updates to current railways and train pathways via Movement Planner application

Confidential

Technical Support Specialist

Responsibilities:

Assist daily calls while troubleshooting clients in a high volume call environment
Remotely troubleshot CDMA, GSM devices utilizing Soti - Mobi Control and Air Watch remote applications
Assist Autozone supervisors & executives w/ enrolling personal/company owned devices utilizing the Air watch mobility client
Troubleshot network/data issues for Galaxy Samsung Note 2 Tablets for Flight Attendant's, Airplane Mechanics, and Pilots; Troubleshot MC9500/Ramplink handheld devices for Crew Chiefs and Baggage clerks for American Airlines
Created company training documentation for the American Airlines Mobility Executive Management Project
Facilitated and documented resolution of all hardware, software, communications and procedural issues experienced by end users
Decommissioned outdated equipment as determined by vendor support contracts
Participated and successfully worked w/ various internal IT Teams (SOTI, Airwatch, American Airlines, SouthWest Airlines) regarding software deployments, functions, and software upgrades for end users

Confidential

Apple Certified IOS Tech Support Specialist

Responsibilities:

Display exceptional customer service and tech support skills while troubleshooting customers with Apple IOS Devices
Troubleshot MMS/SMS data issues experienced by end users
Exhibit excellent interpersonal skills with customers with empathy being a noted trait by customers
One of the top tier I advisor's for the Apple/ Confidential project
Recognized twice by the director of Confidential operations for phenomenal customer service displayed to customers
Ranked as #65 out of 3000 advisors
Helped develop the pilot program "move the middle" by training advisors that needed assistance in improving their statistics
Strong team motivator and member that assisted teammates daily with answers to iOS, and OSX operating system issues
Troubleshoot & resolve common system issues with externally connected apple devices and third party portable media players
Help customers perform routine software/hardware maintenance, software updates (Mac OSX & Windows), and hardware updates (Modems & Routers)
Demonstrate mastery of resolving software & hardware issues with apple products such as the iMac, iPhone, iPod & iPad
Successfully Process Pre Sale/Sale orders and aid in launch of new products