US Federal Print Contract Support Agent Resume

SUMMARY

High level Technical Professional with vast experience in the Confidential organization contributing to a team that puts customer’s needs as their first focus.
Proud provider of Gold Star Service delivered over the phone, email or live chat. Passionate and excited to join a team that makes a difference to people and provide high level quality customer service.
Seeking roles that provide excellent customer interactions and service.

TECHNICAL SKILLS

Computer Hardware: Confidential desktops, notebooks, workstations and mobile workstations, Confidential Sprout, Confidential All - One PC’s, Confidential desktop and large format printers and multifunction machines. Confidential Pagewide Printers. Confidential 3D printers and 3D scanners. Dell Servers, VAX servers(multiple generations) and AS400 Server

Computer Peripherals: Confidential LaserJet, Inkjet and Pagewide Printers, Confidential POS systems and cash drawers, Confidential Digital signage displays

Mobile Devices: Android phones and tablets (LG, Samsung)

Ticketing Systems and CRM Tools: Salesforce/Careforce, OSTicket, Remedy Action Request System, GCSS, WFM, One Page Tool, Microsoft Dynamics 365, Confidential CDX

Operating Systems: Windows NT 4.0, Windows 95 through Windows 10, Windows Server 2003 - 2013, Windows Exchange Server 2003 - 2013, MS Small Business Server 2008

Productivity Tools and Software Supported: Microsoft Office Excel, Outlook, PowerPoint, Word (versions Office 95 through Office 2016 and Office 365), MS Access, MS Project, SharePoint, Visio, Skype, Adobe Photoshop, Illustrator, In Design and Go Live.

Antivirus Solutions: MalwareBytes, MacAfee, AVG, Windows Defender, Avast, Kaspersky, Bit Defender

Remote Connection Tools: Carbon Copy, Goto My PC, LogiMeIn Rescue

Imaging and Migration Tools: Ghost, Carbon Copy

PROFESSIONAL EXPERIENCE

Confidential

US Federal Print Contract Support Agent

Responsibilities:

Responsibilities included processing all electronically generated support cases for US Military bases and Government agencies requiring US based support to include contracts for USPS, NASA and the FBI.
Dispatched support of these contracts to assign the Field Engineer to be onsite in 4 hours.
Provided support for Field Technicians at customer site to provide technical support for printer repair.
Responsible for working independently with minimal supervision and providing a resolution for all interactions. Followed up to assure complete satisfaction.

Confidential

Solutions Architect

Responsibilities:

Developed support processes for L1 team on the new immersive technology products.
Implemented processes defined from requirements sent by the GBU (Global Business Unit) to include modifications as necessary.
Handled escalations and elevations for IT support
Handled executive escalations coming from other channels. TCO team would review documentation provided prior to taking action.
Coordinated the resolution with the case manager on each case by assuring that the asset has been picked up and is sent to the proper place for refurbishing.
Performed Quality Audits on detractor surveys and advised management of corrective actions
Provided excellent customer service to create high quality customer service interactions.

Confidential

Technical Support Agent

Responsibilities:

Supported multiple teams to include, US Soil, USPS, Support One. And workstations, this included large contracts that require high level US based support.
Responsible for answering incoming phone calls with high return, and worked with the customer to diagnose the issue and resolve prior to escalation for onsite service.
Diagnosed initial issue with proper parts dispatched and followed up to ensure customer satisfaction.
Supported teams via live chats and cases that were submitted via electronic ticket as well as inbound phone calls.
Promoted to team lead for the specialty teams that supported several different 3-D PCs, scanners and printers.

Confidential

IT Supervisor

Responsibilities:

Responsible for oversight of the help desk technicians.
Implemented projects such as Laserfiche Imaging, AMR meter integration and GIS integration
Responsible for implementing employee and staff computer training, oversaw all in-house computer support to include all upgrading, training, maintenance and user education.
Responsible for computer related issues pertaining to inquiries, programming, and problems and was support personnel for in-house computer processing.
Performed daily network management according to standard IT practices and procedures.
Responsible for researching and advising management on advances in technology.
Coordinated between NISC staff, and other vendors for support and programming requests in all areas of the cooperative.
Implemented new hardware and software, primarily NISC applications, to include confidentiality of stored data; was responsible for requests for data from management specifically payroll and human resources information.
Maintained network, server farm, and both security and surveillance systems

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