PROFESSIONAL SUMMARY:

• Troubleshot software and hardware issues such as Windows 7, XP,10 operating systems, Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange and Visio, Firefox and Chrome, McAfee, Kapersky and Norton anti - virus software and Java applications.
• Fully documented all cases in call-tracking software and escalated to appropriate cue.
• Support Specialist with a vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors.
• Responsible for emailing and phone work to coordinate the migration of 43,000 customers over to Direct Connections.
• Imaging and deploying new Desktop and Laptop to End Users.
• Provided assistance to Technicians in TPM breaks and reimaging new machines in all Confidential branches.
• Trained end users in the use of equipment and software.
• Responded up to 40 tickets on a daily basis.
• Utilized Service Now ticketing system.
• Office 365 proficient.
• Worked with TCP/IP, assigning/reassigning IP addresses and with Novell Servers, Windows NT and DNS.

PROFESSIONAL EXPERIENCE:

Confidential, OH

Help Desk Support

Responsibilities:

• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Responded to queries either in person or over the phone.
• Responded to email messages for customers seekingassistance.
• Installed, modified, and repaired computer hardware and software.

Confidential, Groveport, OH

Help Desk Support

Responsibilities:

• Provided global first level support through taking calls and handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfillment processes, in line with Service Desk objectives.
• Performed routine tasks including but not limited to, answering phone calls, responding to emails, account provisioning, account terminations, password resets, issue routing, issue follow-up, general troubleshooting and business communications.
• Assisted in the co-ordination and reporting of global incidents.
• Assisted with classification and prioritization of global incidents.
• Took incident resolution actions to restore service to customers.
• Conducted Incident investigation and diagnosis (including resolution where possible).
• Assisted others with identifying the impact of incidents.
• Kept affected business partners informed about progress.
• Escalated the process as necessary per established escalation policies.

Confidential, Columbus, OH

Technical Support/Mobile Devices

Responsibilities:

• Responsible for overseeing upgrades and reconfigurations on all RF scanner guns MC9190 and MC92.

Confidential, Columbus OH

Incident management

Responsibilities:

• Managed the process to restore normal service operation as quickly as possible to minimize the impact to business operations.
• Responsible for coordinating all the activities required to perform, monitor, and report on the process.
• Granted access to mainframe for internal end user.

Confidential, New Albany, OH

IT Bridge Operator/Monitor

Responsibilities:

• Provided Event Management monitoring in distributed and mainframe environment through the use of various monitoring technologies.
• Identified, resolved or escalated event notifications that impact system availability.
• Performed basic problem analysis via monitoring technologies to identify Alerts Alarms, etc.
• Assured transactions (pos system) remained within given parameters.

Confidential, Westerville, OH

Tier 2 Support

Responsibilities:

• Assisted Technicians in TPM breaks and reimaging new machines in all Confidential branches.
• Responsible for Imaging and deploying new Desktop and Laptop to End Users.

Confidential, Dublin, OH

Migration Lead Specialist

Responsibilities:

• Responsible for emailing and phone work to coordinate the migration of 43,000 customers over to Direct Connections.

Confidential, Dublin, OH

Service Center Analyst

Responsibilities:

• Provided first support response by answered incoming client and customer calls.
• Troubleshot software and hardware issues via phone such as Windows 7, XP operating systems, Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange and Visio, Firefox and Chrome, McAfee, Kapersky and Norton anti-virus software and Java applications.
• Worked with TCP/IP, assigning/reassigning IP addresses and with Novell Servers, Windows NT and DNS.
• Trained end users in the use of equipment and software.
• Imaging and deploying new Desktop and Laptop to End Users.
• Fully documented all cases in call-tracking software and escalated to appropriate cue.
• Responded up to 40 tickets on a daily basis.
• Utilized ServiceNow ticketing system.
• Assumed ownership of project related tasks as needed or assigned.

Confidential, Columbus, OH

Technical Support

Responsibilities:

• Supported Business Class customer inquiries regarding high speed internet products and services.
• Educated Confidential customers about PC equipment, e-mail, Business Class Phone, software and cable modems in a high volume/ high demand inbound call center environment.
• Troubleshot Business Class HSD which includes addressing concerns with single modems, TWC Business Class provided routers and Hospitality solutions.
• Worked to build customer loyalty through advanced and complete troubleshooting of the Time Warner Cable.
• Assisted customers with the administration of their TWC Business Class Standard, Vanity and Non-Vanity E-mail and DNS.
• Provided first level support for Business Class Phone and Static IP address issues.
• Assisted customers with the basic configuration and maintenance of their Webhosting, Managed Security and Managed Storage products.
• Assisted customers with the installation, configuration and troubleshooting of the TWC Business Class provided PC Security Suite.

Confidential, Columbus, OH

Technical Support

Responsibilities:

• Exceptional problem solving skills.
• As a part of the highly valued customer service team, I tackled the critical task of helping our customers get the most out of our services.
• Delivered innovative, individualized solutions, satisfying the ever changing needs of our diverse customer base.
• Whether I'm troubleshooting systems or providing technical support, I was the touch point between Verizon and our valued customers.