SUMMARY:

• Achieved 81% on the IKM Windows 10 Support Assessment(85th percentile)
• Ran a Tier III Help desk for 53 Small Businesses averaging 30 users per location
• Ability to translate technical information into Layman’s terms.
• Quick learner with interest in and ability to master new technologies.
• Very strong work ethic with demonstrated commitment to providing thorough customer service.
• Bilingual: English/Russian
• Very patient and friendly. Customer satisfaction is top priority.
• Lots of customer service experience
• Number one in sales out of 500 employees overall for three consecutive months in 2013
• Top 10 out of 500 employees in overall customer satisfaction four months in a row in .
• Well versed in Continuum Remote Monitoring and Management Software
• Experienced in Salesforce software
• Familiar with Outlook/O365 and problem areas
• Strong knowledge of Microsoft Office Suite of products
• Knowledgeable in Exclaimer Cloud Email Signature Software
• Working knowledge of Active Directory, Group Policy and user permissions/management
• Familiar with MS - DOS prompt commands
• Proficient with Windows XP, Windows 2000, Windows vista, Windows 7, 8, & 10 functions and structure, managing files and running programs
• PC Hardware Repair/Troubleshooting
• Joining workstations to a domain
• Workstation and software installation
• Wireless network setup and troubleshooting
• Hardware and software upgrades
• Knowledgeable about patches and service packs and Installation/backup procedures
• Familiar with Remote assistance such as Gotomeeting, Logmein, RDP & TeamViewer
• Proficient in getting third party software to work with any system
• Knowledgeable in diagnosing and troubleshooting computers, various computer Internals and peripherals
• Extensive knowledge in ACSR software
• Familiar with Active Directory Migration Tool

WORK EXPERIENCE:

Confidential

Technical Support Analyst

Responsibilities:

• Utilizing Salesforce to complete medical provider account creation and setup requests and inquiries concerning medical hubs and devices.
• Managing multiple customer and system generated cases within Salesforce from creation until completion.
• Adding new users, setting permissions and license appropriation within Salesforce.
• Creating dashboards and custom reports within salesforce.
• Monitoring medical device probe clusters for failures and attempting correction of issues.
• Opening conference bridge with engineering and database analysts to resolve system failures Monitoring cellular network data catalog systems for server failures, crashes and events.
• Triage and attempted resolution of cellular network data catalog servers via running UNIX response plans, and restart of servers via Vsphere.
• Troubleshooting and analysis of Bluetooth medical devices including scales, pulse oximeters, blood pressure cuffs, fitness trackers etc.
• Creating triage bridge with engineers to resolve AWS related services and server failures.
• Troubleshooting and analysis of medical patient cellular Bluetooth enabled data communication hubs.

Confidential

SR. Desktop Support Technician

Responsibilities:

• Migrating users from Exchange to Office365 Platform via ADMT.
• Administration of Office 365 platform. creating new users, disabling accounts, license application and resetting passwords.
• Managing users in active directory via Windows 2012 Server.
• Password resets, creating new user accounts, security group insertion, Mapping share drives, Using ADMT to migrate users .
• Setting up new hire computers, joining to domain, configuring software and hardware, and mapping printers.
• Configuring Servers and workstations for newly onboarded clients based on client needs.
• Run network assessments to expose client infrastructure vulnerabilities and strengths.
• Compiling network assessment reports for all members of team.
• Handling purchase orders for Dell Servers, workstations and software.
• Generating sales agreement forms for clients and ensuring client signoff.
• Configuring Webroot for newly onboarded clients and using remote anti-virus clean up tools to fix vulnerabilities.
• Organized three other team members daily schedules as well as internal/external communications.
• Administration of over 500+ mailboxes in Office 365 including user creation, deletion, license appropriation and password resets.
• Managed several ongoing projects from inception to completion.
• Refined and streamlined policies and procedures for entire department.
• Performing scheduled technology reviews with clients.
• Perform on-site technical support as needed.
• Monitoring of IT portal to ensure customer appliances and backups are working correctly.
• Hourly review of IT portal to check for outstanding client trouble tickets.
• Delegating tickets to Network Operations center, techs or myself for resolution.
• Daily communication with office management and end users addressing various inquires.
• Continually advise clients on technology trends and opportunities within their environments.
• Ongoing client satisfaction, retention, and account expansion for all accounts.
• Build, develop, and grow business relationships vital to the success of the team.
• Develop best practices and tools for the team and the accounts supported.
• Created, configured and deployed exclaimer remote email signature software for 30+ users.
• Assisted Network Operations Center in migrating 3 clients from Exchange to Office 365.
• Onsite configuration for military client deploying 100 workstations and hard drive encryption via bitlocker.
• Installation and configuration of Sophos encryption software for San Diego County at risk youth center.
• Purchased, configured and deployed 10 Dell Poweredge servers and over 200 workstations including laptops and desktops.
• Organized and Streamlined internal policy and procedures between departments for ordering and sales paperwork, switching the entire department from physical documents to Onbase software, saving the company hundreds of hours in lost productivity.
• Developed a shipping program between the Managed Network Services department, warehouse and clients to enable clients to ship broken hardware directly instead of driving to L.A. or Riverside locations, saving the company thousands of dollars in mileage reimbursement.
• Setup organizational tools for department including client outstanding work in progress and order tracking between department team members and other departments.

Confidential

Enchanced Repeat Technical Specialist

Responsibilities:

• Taking 60+ Calls per day regarding Technical Issues, Product Sales & Product education.
• Resolution for customers with repeat technical or billing issues as a last line of defense to have repeat issues resolved by any means necessary.
• Creating and escalating tickets via ticketing system.
• Diagnosing and troubleshooting customer cable boxes, voip, and wireless equipment.
• Taking payments & reconnecting service, resolving digital phone issues, digital cable issues, resolving high speed internet issues & resolving wireless Internet issues.
• Using various diagnostic software & setting up service appointments as necessary.