PROFESSIONAL PROFILE

• Extensive background in Customer Service Customer Retention and an Experienced Help Desk Professional
• Proven ability to meet client Technical needs and requirements
• Persuasive with the ability to communicate effectively as in trouble shooting and problem solving
• Strong background and experience in Web Hosting
• Solid experience in the use of Active Directory
• Ability to maximize resources to achieve customer satisfaction

TECHNICAL SKILLS:

Computer skills include: Windows - UNIX/LINUX-VoIP-Oracle-Remedy-SCCM-TCP/IP & Networking HTML-Front Page-Dream Weaver

PROFESSIONAL EXPERIENCE:

PC TECHNICIAN COMPUTER (STAGER/IMAGER)

Confidential, Camp Hill, PA

Responsibilities:

• UN - boxing and boxing of computers
• Staging computers to be imaged for windows XP and 7
• Monitoring staged computers for any issues like uninstalled software
• Correcting any issues that may occur during the imaging process
• Checking computers meet the QA standards provided before shipping

DESKTP SUPPORT / DATA ENTRY TECHNICIAN

Confidential, Harrisburg, PA

Responsibilities:

• Entered medical prescriptions for Doctors and Confidential ts via VAX
• Updated Confidential ts information on prescription via Compass
• Added doctor information to the d Confidential base via VAX
• Updated doctor information to the d Confidential base via VAX

HELP DESK ANALYST / TECHNICAL SUPPORT

Confidential, Mechanicsburg, PA

Responsibilities:

• Received incoming and made outbound calls and Self service tickets from the Service Now ticketing system
• Assisted users with connection, email, browsing and access issues to Local & VPN Networks
• Account setup for users in Seibel, Accelerator, Solution Center, Oracle, Granite, Etc. using Active Directory and Web-Ex
• Remote Trouble shooting for users in Seibel, Accelerator, Solution Center, Oracle, Granite, Etc. VIA SCCM or Web Ex
• Answered technical questions for users in Seibel, Accelerator, Solution Center, Oracle, Granite, Etc.
• Push Software out to user's computers upon request VIA SCCM or Web Ex
• Assisted with Windows 7 upgrade and migration on all internal systems
• Maintain TCP/IP Ethernet Windows NT network Provided software and hardware support, Responsibilities included software installation, testing of software
• Utilized Remedy Tracking system to track incidents, record troubleshooting techniques, and resolution of every ticket items. In addition, utilized Remedy in assigning tickets to the appropriate technical support personnel and in providing individual (technical staff) reports for performance reviews by the senior management
• Performed escalation functions as assigned, which includes answering telephone or written inquiries from customers, analyzing, recording, researching problems, and coordinating customer support requirements in Remedy
• Liaise with, and provide and support to, end users and staff on computer operation and other issues.
• Email address and distribution list creation and editing using Active Directory
• Configure, troubleshoot, and maintain users’ laptops, desktops, peripherals, and network connections to and Confidential work sites

CUSTOMER SERVICE SUPPORT SPECIALIST

Confidential, Harrisburg, PA

Responsibilities:

• Received incoming and made outbound calls
• Assisted customers with cell phone connections issues and general cell phone issues
• Assisted customers with connection, email, browsing and cell phone app issues
• Answered technical questions for customers and fellow team members
• Accepted payments and answered billing questions for customers and fellow team members

Confidential, CABLE York, PA

Responsibilities:

• Received incoming and made outbound calls
• Assisted customers with phone connections issues and general phone issues
• Assisted customers with connections, email and browsing issues
• Answered technical questions for customers
• Answered technical questions for fellow team members as a Team Lead
• Monitored called for fellow team members as a Team Lead for quality assurance
• Took Supervisor escalations from fellow team members
• Configured various systems utilizing TCP/IP protocols
• Installed and configured new user accounts and trained users on how to use them.
• Provide support for wireless, and LAN connections on Dell laptops, and workstations
• Provided software and hardware support, Responsibilities included software installation, testing of software. mentorship to entry level team members
• Install, repair and maintain telecommunications equipment
• Experience with PC refresh projects for systems

WEB HOSTING TECHNICIAN

Confidential, Harrisburg, PA

Responsibilities:

• Received incoming and made outbound calls
• Assisted customers with FTP, Web Publishing issues
• Assisted customers with debugging Perl, Java and Flash Confidential
• Assisted Customers with trouble shooting issues with Front Page
• Assisted customers with connections, email and browsing issues
• Answered technical questions for customers
• Assisted customers with connections, email and browsing issues
• Answered technical questions for customers
• Answered technical questions for fellow team members as a Team Lead
• Monitored called for fellow team members as a Team Lead for quality assurance
• Took Supervisor escalations from fellow team members
• Configured various systems utilizing TCP/IP protocols
• Installed and configured new user accounts and trained users on how to use them.
• Provide support for wireless, and LAN connections on Dell laptops, and workstations
• Provided software and hardware support, Responsibilities included software installation, testing of software. mentorship to entry level team members