SUMMARY

Experience IT technical support specialist with 10 years of experience. Thrive in a fast paced high volume environment. Excellent communication and interpersonal skills builds rapport and relationships with clients peers and senior management.

SUMMARY

Current Software Experience

Help Desk Desktop Support

Windows 2000 XP Vista 7 8 Aesta Ticket System Remedy Ticket SystemSAP Compliant Lotus Notes Outlook Active Monitoring Axeda IIP Software Reader Software Drypix Software Velocity Software Microsoft Office Suite 2010 Network Connectivity issues Retail Pro remote support installing and updating different applications SQL management studio SubwayPOS VOIP Upgrading Staging Computers

Experience Formatting Installing and Upgrading Computers Laptops Norton Anti - Virus IIS MS/DOS Outlook Mapping drives setting network printers Veritas Backup Active Directory Cabling Tivoli Netview SQL VPN Dame Ware Remedy Active Monitoring Astea TCPIP Metrix AS400 LAN/WAN issues Par6000 Par7000 HP RP7 Cisco phone system

PROFESSIONAL SUMMARY

Confidential

Technical Support Engineer

Contract position with The Select Group at TDarx monitor servers in the NOC center from different locations throughout the United States. Remote into servers to do research on tickets for a resolution for issue such as ping IP addresses for communication find out about low space and physical memory problems start services and see which services are using a lot of CPU and memory usage. Do research on Zendesk and Salesforce tickets for a resolution. Put in notes on what was done and close ticket or assign tickets to L2 for further investigation.

Confidential

Field Contractor

Working as a field contractor traveling to the different Foodlon s throughout NC SC VA TN and PA. This would entail face to face removing / install their computer system setting up the customer service counter installing new network cables imaging and configuring new systems connecting all equipment to the network and making sure the systems are up and running. Preforming service calls to repair or replace equipment.

Confidential

IT Retail Support Technician

Contract position with Confidential. This job entails face to face or over the phone with Canada and headquarters employees with technical issues. Supporting RetailPro computer systems re-images computers setting up stores to process credit cards register issues setting up emails adding users to groups in active directory supporting the stores and headquarters employees with hardware and software issues new employee system access. Remote support to back office face to face with headquarters employees and troubleshooting PC and MAC issues. Replacing equipment repairing equipment. Travel to stores to repair issues. Using Track-It ticketing system to create and complete open tickets.

Confidential

Technician

Troubleshooting and resolving Tier 1 and Tier 2 issues with store POS systems or home office applications by remote access using Team viewer. 100 phone support handling up to 40 calls and respond to emails or voice mail messages. Updating and making changes to SQL management studio for the stores. Escalate tickets using Footprints when issues cannot be resolved. Showing users how to user the home office applications to add taxes prices and make changes to their menu. Upgrading the stores POS HP and Par system from Windows XP to Windows 7. Staging POS system by transferring files to the system installing and running the new applications. Assisting HQ employees overseas employees and field reps with password resets or application issues. Checking paperwork on new stores and assigning new software license to the stores.

Confidential

Federal Helpdesk Support

Contract position with Confidential providing 100 phone support troubleshooting and resolving Level II issues over the phone with employees. Resolving application and computer issues with the State of Georgia ticketing system called Maximo. Remote into end users computers to resolve application can include Microsoft Office suite State of Georgia applications GroupWise and Outlook email Novell access problems networking issues VPN client access issues running spyware anti-virus software ordering new hardware to be replaced on end users laptop or desktop computers when hardware issue cannot be resolved over the phone.

Confidential

IT Retail Support Specialist

Troubleshooting and resolving any issues with store POS systems or applications. Supporting 18 stores nationwide new users to AD. Going to the store location in Atlanta GA to resolve issues relating to hardware and software. Responding to emails sent to the Helpdesk queue with a resolution to their issues. Rebuild and configure computers and laptops on network upgrading POS systems run anti-virus software spyware and update application VOIP issues different fax and printer issues. Add users to the domain setup email configure printers tag and label maker to computer.

Confidential

Technical Support Engineer

Troubleshooting level I and II issues over the phone in a fast pace environment with clients across the world with imaging and x-ray issues. Sending emails to clients about resolutions to their system issues. Talking with peers about issues the site is having and finding the best resolution. Escalating calls to Product Specialist before creating a trouble ticket to a field engineer Assist field engineers with issues such as ip address configurations and installation of equipment including ghosting. Answering and resolving issues with desktop support with hardware Fujifilm software or OS software issues as well as imaging equipment such as Velocity Speed Suite Flash IIP s that are on XP Vista Windows 7 Carbons Clearviews XG5000 printers which includes Drypix 4000 Plus FM-DP L FCR GO 2 and Mammo units. Monitoring Axeda for server issues and opening and closing Astea trouble tickets.

Confidential

Helpdesk Analyst

Troubleshooting level I and II issues with POS systems at the stores and corporate level over the phone with store issues such as ip configuration and application issues. Handling up to 70 calls on Level I and II at night which would include support a night which includes Opening and closing Remedy trouble tickets in a timely manner Escalating calls to Level III by creating a trouble ticket to a field engineer restarting registers checking network connectivity ping computers network and registers employee errors password resets computer issues networking issues remote desktop support mapping drives setting network printers sending out replacement equipment help close register answering all related issues with the stores.

Confidential

Field Tech

Traveling to different CVS store in the State of Connecticut upgrading their intranet will a new Neoware hardware. Resolved any hardware or network issue that occurred will installing the new Neoware