Technical Support Specialist Resume AZ , AZ - Hire IT People

PROFESSIONAL EXPERIENCE

Confidential, AZ

Technical Support Specialist

Responsibilities:

Provide support for large call center operations including IVR, call recording and outbound dialing.
Help IT Managers and Call Center Directors setup inbound call queues and callback scenarios.
Assist with setting up call recording software to work with multiple PBX types including, Cisco Call Manger, Skype, Avaya, Shoretel, and Mitel. Manage SQL databases and help customers fix issues with call recording locations and login credentials.
Install and configure software on Windows Server 2008, 2012, 2016, Windows 10, and Windows 7. Configure outbound dialing list and routes. Also, responsible for fulfillment of sales orders.
dis includes cutting license keys for 10 different software products and managing distribution of keys.

Confidentia, Phoenix, AZ

Office 365 Support Ambassador

Responsibilities:

Receive incoming support calls and tickets from Microsoft Office 365 customers. Effectively troubleshoot and resolve all customer issues related to Office 365 products including:
Exchange Online email, SharePoint, Office 2013 and 2016 for PCs and Macs, OneDrive, Skype for Business, and Dynamics 365.
Guide customers during email migrations from IMAP mail servers and Exchange 2007, 2010, 2013 on premise servers to Exchange Online. Resolve domain DNS routing issues. Frequently handle billing and invoicing questions and issues.

Confidential

Service Desk Analyst

Responsibilities:

Receive inbound technical support phone calls for healthearizonaplus.gov (HEAplus), OnBase, AZTECS and PATHOS applications from state employees. Work in VDI environment. Troubleshoot and repair Windows 7, 8.1 and 10 PCs, network printers and network hardware. Respond and resolve email support tickets for teh same applications. Knowledgeable in policies dat include AHCCCS, FAA Policy and Data Security. Analyze systems to look for known issues and report them to correct department. Open, track and resolve support tickets for each call handled.

Confidential Scottsdale, AZ

Exchange Customer Service Representative / Customer Development

Responsibilities:

Take in bound calls from customers. Actively listen to customers concerns and issues. Take teh appropriate steps to troubleshoot and solve customer issues.
Consult with customers to uncover needs for their website and company goals. Maintain call center quality assurance and sales goals. Work with supervisor and teammates to find better ways to support customers and their concerns.
Founding member of teh SSL and Hosted Exchange department. Receive inbound support and sales calls from customers.
Resolve technical issues related to SSLs and email hosting. Consult on SSL and email solutions to help customers achieve their online goals. One of only two representatives to receive training on Office 365 directly from a Microsoft trainer.
Interviewed Supervisor and Representative candidates for teh department. / Outbound sales and customer development using an auto dialer system. Consult with customers to find solutions to their business goals. Match products and services to help customers meet their business goals.

Confidential, AZ

Director of Operations

Responsibilities:

Responsible for maintaining network computers, switches, modems and printers. Maintain Windows Server 2003 and 2008 Coordinate website and software development programs. Maintain existing customer accounts and provide technical support. Actively promote teh overall growth of teh company by increasing monthly production.
Make decisions dat effect teh scope of teh company’s goals and benchmarks. Manage and maintain company domain and email accounts. Establish industry specific manuals and training. Also involved in but not directly responsible for marketing plans and sales goals.
Maintain, build, and upgrade end - user desktop computers using Windows XP Professional. Listen to end-user concerns and suggestions and decide on teh best course of action to correct teh problems. Maintain, build, and upgrade Windows servers. Administer Windows Active Directory using Windows Server 2003 and NT.
Migrate end user from NT environment to server 2003 domain. Install and integrate new software. Install new hardware, printers, and switches. Add new users to email server and windows active directory. Maintain Sonicwall server. Troubleshoot telephone system problems and effectively fix them. Make Category5e cable. Run daily system backups and maintain tape library.