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Technical Support Specialist Ii Resume

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Atlanta, GA

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SUMMARY

  • Experienced IT professional with over 10+ years in technical support; 5+ years as an application/ systems analyst; 2+ years in digital marketing/advertising; and over a year at a technical support specialist II.
  • Plus, 15+ years in a fast paced 24/7 Confidential hospitality industry. Skilled at operating in a wide range of systems and platforms.
  • Proficient at learning and implementing new applications; as well as, training end users to properly utilize new applications.

TECHNICAL SKILLS

Systems: SDS Unix, Red Hat Linux, IBM iSeries AS400 (ACSC & CMS), Windows server ( ), Microsoft Exchange ( ), VMware, LAN/WAN, Micros 9700 POS, Agilysys Visual One PMS (SaaS), Agilysys LMS PMS, Morse Watchman Keywatcher, Commvault Backup and Restore, Sophos Enterprise, Norton Enterprise, NEC 2400 Phone System, HIS Hotel System, Commvault, Avaya Site Administrator, Audix Voicemail System

Tools: SMTP, Telnet, TCP, Active Directory, Microsoft Azure AD, DNS, DHCP, Group Policy, Query/400, Symantec Ghost Solution Suite 3.3, SCCM, SCOM, Dameware, Bomgar, Teamviewer, Windows Remote Desktop, Global Protect VPN, RICOH Device Manager, ManageEngine Service Desk, Clonezilla Live, Cisco AnyConnect VPN

Languages: PowerShell, Batch, PHP, VBScript, JavaScript, CSS

Software: Solarwinds, Microsoft Office ( ), Front page, Dreamweaver CS3 & CS4, Adobe Photoshop, Adobe Image Ready, CastNET InfoChannel Designer & Content Manager

Hardware: IBM P5 Servers (SDS and AS400), Desktop, Laptop, Tablets, Network Switches, Routers, Printers, Commvault Storage

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

Technical Support Specialist II

Responsibilities:

  • Respond to Level I & II technical support incidents and requests, as well as performing troubleshooting procedures and solving technical problems on computer hardware, software, components and network connectivity.
  • Create documentation and update help desk knowledge base to be used to resolve future instances of known issues.
  • Utilize MDM (InTune) environment to provision, deploy, manage, configure and support incoming and current users’ laptops.
  • Maintain a high level of customer satisfaction while interacting with users via telephone, in person, remote access, instant messaging and email.
  • Document and track all asset changes company wide.

Confidential, Bossier City, LA

Application Support Specialist

Responsibilities:

  • Managed various company applications, providing maintenance, troubleshooting expertise and problem solving resolutions.
  • Executed regular maintenance on various high availability servers (Windows, Unix, AS400, Virtual) to ensure optimal daily operation.
  • Trained/retrained end users on existing and new applications, in order, to promote efficiency in their daily duties.
  • Responded to help desk tickets, troubleshot application related problems, and provided exceptional customer service.
  • Initiated, coordinated and followed up with outside technical support until a resolution is obtained that meets the user’s satisfaction.
  • Participated in off - hours support and maintenance as necessary.
  • Performed Active Directory administration within Windows server environment.
  • Created/ran scripts (PowerShell, Batch) to automate server process and user applications.
  • Completed/verified daily backups of slots files and player development database.
  • Collaborated with network administrator troubleshooting network hardware issues (switches, access points, etc) and deploying company wide security policies.
  • Micros POS administrator providing tier 1 - 3 support, troubleshooting, menu updates, report retrievals, terminal configurations, POS setups and credit card configurations.

Confidential, MS

Regional Support Analyst

Responsibilities:

  • Provided prompt and dependable support to end users to ensure the normal operation of their respective departments.
  • Created documentation/guidelines to be use as a reference for current and future support issues.
  • Installed/upgraded software and hardware, implemented file backups and configured systems and applications.
  • Repaired or patched systems, equipment and servers as needed (i.e. computers, servers, printers, etc).
  • Audio/Visual configuration and troubleshooting for events.

Confidential, MS

Regional Digital Media Coordinator

Responsibilities:

  • Managed all digital media platforms including, but not limited to websites, TVs, kiosks, and various other digital signage.
  • Created various digital media content according to company/event brand standards.
  • Supervised the approval of various digital media prior to go live.
  • Collaborated with technical teams and external digital agencies to ensure that the companies’ digital media platforms functioned properly; and delivered exceptional user experiences.

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