Client Services Support Resume Profile

QUALIFICATIONS

Maintained incoming calls to the Help Desk via both telephone and Help Desk system Salesforce.com to ensure courteous, timely, and effective resolution of end user issues
Maintained first, second, and third level support of the Help Desk system
Manage hands-on fixes at the desktop and server levels, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Assessed needs for any system reconfigurations, made recommendations, and fulfilled a variety of tasks
Worked with vendors for the procurement of new technologies, installation and configuration, and assisted in resolving integration issues
Created, implemented, and maintained training procedures and policies
Assisted in the implementation and administration of software distributions and/or updates to ensure computers and servers were patched accordingly
Ability to conduct research into a wide range of computing issues to perform troubleshooting and resolution
Strong attention to detail while staying focused in an always changing, face-paced environment
Excellent customer service and proven track record
Maintained focus on collaboration in a team-structured environment
Strong technical background and well versed in a Windows environment with some Linux, UNIX, and IBM System i operating systems knowledge

WORK HISTORY

Confidential

Client Services Support

See the Sensus USA, Inc. position below for overflow duties

Confidential

System Administrator

Windows Server OS and multi-domain Kaspersky Anti-Virus administration
Responsible for processing and generation of multiple business reports
Maintained daily/weekly/monthly point-of-sale POS processing between multi-platform systems
Fulfilled tier 3 troubleshooting and administration
Security policy and administration for LAN/WAN servers, routers, switches, etc.
VMware and VSphere support and administration
Participated in continuous 24/7 on-call rotation

Confidential

eRecord Systems Analyst Cerner Information Services Division

Full systems lifecycle testing, maintenance, and/or troubleshooting of person management applications/data and multiple system interfaces
Assisted in completing service requests using HP OpenView platform
Utilized the Cerner Command Language CCL for querying and interface scripting
Created and maintained documentation for system builds
Maintained team MS SharePoint site for project status tracking
Participated in continuous 24/7 on-call rotation

Confidential

Client Support Technician

Configure, stage, and ship PC's and Laptops using standard hard drive images
Diagnose PC and PC user issues
Create and maintain hard drive image files for automated Desktop deployment using Symantec Ghost
Configure, deploy, and maintain IGEL Linux thin clients as well as setup, configuration, and maintenance of the IGEL server
Create and maintain documentation for all supported software application installations
Virus remediation
Asset allocation, recycling, etc.

Confidential

Help Desk Technician

Created identification cards and network access accounts for new students, staff, and faculty using Active Directory
Updated, diagnosed, repaired, and installed new equipment such as personal computers, servers, copiers, and printers
Utilized remote desktop services to resolve off-site user issues
Answered phones and directed support when needed

Confidential

Quality Assurance Inspector/Technician

Provided quality inspection of products and analysis for diagnosing quality-related production issues
Provided off-site and remote customer support for quality assurance issues
Updated databases and provided daily reports from quality specification data
Assisted in support of Oracle and MS Access database builds and implementation
Worked closely with production technicians to help increase product quality yields
Maintained team lead on shift for the inspection group