System Support Specialist Resume

Education

A.A.S, Computer Programming

Experience

Cell Phone Technician
Confidential, May 2012 current

Diagnosed and repaired cell phones.
Tested all mobile devices software and hardware functionality.
Documented all work conducted in accordance with department policies.
Researched all parts for cost, availability, and lead time.
Diagnosed and performed troubleshooting on smartphone software.
Created procedures and manuals for the company standard operation and procedures.
Troubleshoot issues with smartphones Operating systems, Android and IOS.

System Support Specialist
Confidential, June 2010 July 2011

Resolved problem/issue on the initial call. Ensured all pertinent information regarding each call is to be logged in the call tracking application database.
Triage tech calls and priorities, manage multiple projects with tight deadlines.
Daily Monitored of Aruba Network Controller Activities.
Created and Assigned accounts for different application and password reset to already created accounts.
Monitored Network and applications.
Provided Technical Support worldwide OEM products.
Responsibilities included customer phone support of hardware and applications during all operational hours for the Clubs, Gas Stations, Home Office and Distribution Centers.
Initiated follow up on all issues; verified Cycle Inventory transmissions, sales and payroll processing for accuracy, and initiates action to recover missing or incomplete data.
Served as a liaison for Clubs, Gas Stations, and Home Office and Distribution Center system operations.
Completed additional procedures as needed. Performed other tasks and/or responsibilities as assigned.

Customer Support Specialist/Team Lead

Confidential, Oct 2008 Feb 2010

Identified issues and work towards resolution and provided user support.
Trained end users via the phone, in real time when necessary.
Provided phone support for troubleshooting basic Windows and Citrix based platforms.
Identified reoccurring issues which may require root cause analysis.
Contributed to technical documentation.
Provided Computer support via remote and telephone for small business.
Provided customer support for software and hardware for small business.
Diagnosed and troubleshot computer software and hardware.
Utilized ticketing system to enter data and perform follow up on escalated issues.Day of service escalation specialist

Confidential, Feb 2007 January 2008

Adhered to established service levels, quality standards, and best practices.
Provided triage support for all hardware and peripherals related to the Workplace environment.
Provided World Class Customer Support.
Responsible for resolution and follow-up of escalated issues.
Performed troubleshooting for Cable, Data and VOIP services.

Broadband Specialist

Confidential, June 2003 January 2007

Provided first line support for customer inquiries, problems, and/or requests.
Assisted customers in understanding request status.
Recorded and track customer information on inquiries, problems, and/or requests utilizing the work management / ticketing system.
Ensured Service Level Agreements (SLAs), open tickets and generate reports are completed daily.
Identified issues and work towards resolution and provided user support.
Provided excellent customer service support to clients contacting the call center.

Confidential,

Sales Associate June 2000-Feb 2003

Ensured that each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer.
Aid customers in locating merchandise.
Assisted in completion of price changes within the department.
Assisted in ringing up sales at the registers and/or bagging merchandise
Assisted in floor moves, merchandising, display maintenance and housekeeping.

Skills

Utilizing Remote Desktop , Microsoft Active Directory , Industry Ticketing System , iSeries/AS400 , Aruba Controller Networking Management system , Bomgar remote control system.
SQL.
Experience with Eclipse, Visual Studio and Xcode integrated development environment.
Knowledge developing Software application with Java, JavaScript. HTML , CSS, PHP and Objective-C.
Knowledge of Web Technologies.
Microsoft Outlook
Microsoft Windows Operating System and Mac OS X platforms.
Extensive knowledge of LAN Equipment, including Hubs, Switches, cabling, NICs, and associated software and diagnostic tools.
Knowledge of Mobile application development for Android and IOS.
Knowledge utilizing IDE like eclipse and Xcode.
Skill troubleshooting mobile devices hardware and software, iPhone IOS, Android, Windows Phone and Blackberry.

Abilities: