SUMMARY

Analyst with over 5 years of customer service experience in corporate office settings. Dedicated to providing quality customer support; consistently meeting and exceeding client needs by providing service beyond expectation. Able to assume multiple responsibilities and remain productive within time - sensitive, fast-paced environments. Strong communication skills and interpersonal skills with the ability to listen effectively and respond appropriately.

TECHNICAL SKILLS:

Software/Tools: Active Directory, Cisco AnyConnect Client, Microsoft Office 365 (PC/MAC), Windows MDT 2010, Windows AIK, Adobe Acrobat X, Lync/Skype for Business, Internet Explorer, Mozilla Firefox, Google Chrome, Safari, Apple Remote Desktop, Malwarebytes, Mobile Device Management (MDM), Mobile Application Store (MAS) and Cisco Packet Tracer. Wireshark, SIEM, and Splunk.

PROFESSIONAL EXPERIENCE:

Confidential

Field Service Engineer

Responsibilities:

• Install, troubleshoot, and maintain computer systems, printers, and other peripheral equipment throughout the entire organization.
• Provide first level support of all network (Access Points, Routers, and Switches), servers, and VoIP telecommunication equipment within Retail locations.
• Provide all support of network Category 6, fiber optics, and telephone infrastructure cabling in retail locations.
• Troubleshoot telco circuit and pots lines demarcation points, providing loop back and line testing where needed.
• Deploy and maintain out of band management devices in back office locations, so that network equipment can be managed remotely.
• Maintain stand-alone UPS battery back-up equipment and the connections to the devices.
• Setup and maintain the server 2008 print queues at back office locations.
• Provide daily support of the Microsoft Windows 7 and Apple OS X operations systems.
• Assist with the daily support of the appliance of Active Directory, Group Policy Objects, and Microsoft Configuration Manager to the PC level.
• Provide on premise support for projects and other support teams where needed.
• Support the automation of solutions for common problems and help find innovative ways to resolve issues

Confidential, Columbia, MD

Technology Support

Responsibilities:

• Diagnose mechanical, hardware, software, and systems failures to wireless equipment.
• Fix local and network printing issues.
• Assist with the troubleshooting of Cisco 7962 IP Phones.
• Resolve any Windows, Microsoft Office and other PC software related issues.
• Setup Exchange email on Corporate mobile devices.
• Troubleshoot and set up mobile devices for customer and business clientele, while submitting tickets for network and hardware issues with 88.4% in customer satisfaction and zero returns with same troubleshooting requests.
• Utilize the Mobile Device Management (MDM) and Mobile Application Store (MAS) controls to provide mobile support.
• Provide excellent support to customers on operational or maintenance aspects of equipment and mobile devices.
• Monitor and capture network traffic.
• Serve as a Confidential ambassador within the community.
• Determine application eligibility, advising customers of new programs and various account options.
• Build customer relationships to increase sales.
• Assist management in training Solution Specialist for field operations.

Confidential, Washington, DC

Desktop Support Technician Temp

Responsibilities:

• Managed Active Directory by resetting account passwords, unlocking user accounts and creating new computer accounts.
• Installed system peripherals such as printers, network printers, scanners and label makers.
• Mediated Blackberry technical support by activating new devices to the BES server, regenerating encryption keys and consolidating emails that are being sent and received.
• Created and deployed custom Windows XP and Windows 7 Enterprise images through the use of sysprep, Windows AIK and MDT 2010.
• Utilized remote desktop sessions to administer user support to various application servers
• Troubleshot network connectivity issues (wired/wireless LAN) and network printing.
• Resolved Windows related issues, Internet Explorer issues and other PC software related issues.
• Installed, configured and troubleshot email client software (Outlook, Entourage) and assisted end-users in the management of their email and use of these client applications including, but not limited to, the use of rules and personal folders/archives.
• Troubleshoot all Microsoft Office related issues.
• Enabled Active Sync for the use and setup of iPhones and iPads.
• Deployed MAC OS X systems and configure them with Parallels.
• Removed Trojans, viruses, malware, adware and spyware thru the use of Malwarebytes.
• Dispatch Cisco AnyConnect VPN technical support on both Windows and MAC OS X based systems

Confidential, Columbia, MD

Sales Support Manager

Responsibilities:

• Supervised, trained and counseled 8 employees that worked as store account managers.
• Led a sales team in the development of customer relationships and prospective accounts.
• Supervised related sales support programs.
• Managed the area's direct sales initiatives.
• Focused on driving revenue producing results by managing the wireless/ wire line solutions sales process.
• Responsible for managing the daily activities of a team of Account Executives and/or Account Managers within the General Business/ Public Sector organization to ensure the attainment of established sales objectives.
• Retained 46% more customers in 2013 and increased the market share in the company footprint.