SUMMARY:

• During 24 years of I.T. Experience, 16 years was in field support, & 7 in remote support, or help desk. I have maintained selected territories in banking I.T., and ATM support.
• I was a contractor for the Microsoft Corporation, supporting Microsoft Office for almost two years, and after that, I did beta - testing for their Office products for the following 18 years, including Microsoft Office 365 and Office 2016.
• My customer service experience exceeds 41 years overall, if including sales and retail.

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Representative

Responsibilities:

• Technical support for major cable TV, Internet, and phone company, Coast to Coast.
• Customer service and sales to maintain, or maximize the customer experience. (Work at Home)

Confidential

Field Analyst - Atlanta, GA

Responsibilities:

• Retail and banking I.T. site maintenance: Confidential, Walmart, Target, Suntrust, & others.
• Preventive maintenance and project management. Technicians must manage queue & inventory.
• Server, PC, laptop, & printer repairs were done, along with software imaging as needed.
• Drove over a wide metropolitan territory to support retail stores and banks.
• Advised both clients and internal management for potential issues & innovation.

Confidential

Service Desk - Atlanta, GA.

Responsibilities:

• Hardware / software customer service for Harman International (globally) via Confidential contract.
• Remedy ticket routing to dedicated teams per specialized issue and / or location globally.
• Had the highest customer service satisfaction globally in team. Ticket maintenance.
• Supported Europe, Asia, and South America, using basic native language skills, when needed.
• Created innovative measures to improve efficiency.

Confidential

Desktop Support - Atlanta, GA.

Responsibilities:

• Hardware and software upgrades for CHEP North America.
• Laptop imaging and office or cubicle station setup, as well as VOIP phones.
• Managed field laptop user equipment.
• Managed onsite support I.T. issues, and projects.
• Provided advice and personal support to enhance customer service.

Confidential

Dedicated Hardware Technician - Atlanta, GA.

Responsibilities:

• Repaired, refurbished, cleaned and upgraded Wyse thin clients for health systems migration.
• Imaged new 16 GB memory modules with Windows 7 Embedded, and tested for readiness.
• Traveled with field technicians to 4 hospital campuses to upgrade old units pulled from use.
• Assisted field technicians with installations and swaps, when necessary.
• Managed and repaired inventory for Field Division of Confidential .

Confidential

Desktop Support - Kennesaw, GA.

Responsibilities:

• Repaired, refurbished, cleaned and upgraded Confidential and HP computers to image with Windows 7.
• Verified license was up-to-date on sticker before imaging.
• Installed desktops for call center contractors.
• Installed VOIP phones for call center contractors.

Confidential

Service Desk Analyst - Atlanta, GA.

Responsibilities:

• Managed multi-department ticket routing, and escalation. for project.
• Flexible, home-based I.T. support, on demand, primarily during daytime.
• Available for consultation, based on previous expertise, and experience.

Confidential

Service Desk Analyst - Atlanta, GA.

Responsibilities:

• Managed hardware and software support for customers in Australia, New Zealand, and Asia.
• Network /email account creation. Active Directory / Forefront Identity Manager administration.
• Dispatched field technicians to customer hardware / software requests or restorations in Asia.

Confidential

Desktop Support - Atlanta, GA.

Responsibilities:

• Managed Confidential - Confidential I.T. Mobile Computing applications used in sales and delivery on PC’s.
• Availability for desktop support in PC refreshes & migrations for office personnel.
• Supported Microsoft Office, Lync, Outlook, and general Windows 7 issues.
• Utilized AS400 system for truck delivery setup, and sales personnel configuration.

Confidential

Helpdesk Support - Atlanta, GA.

Responsibilities:

• Used SCCM, Remote Desktop, and Citrix assistance software to assist customers remotely.
• I.T. support for laptop & desktop users in U.S. & abroad: password resets, Secure ID key fob support.
• Citrix VM & VPN supported, dispatch was done for I.T. field support, & Blackberry password resets .
• Active Directory/Forefront Identity Manager to add or remove users to the CDC domain.
• Windows Server 2008 access, purged disconnected users on Citrix server, Exchange mailbox admin.
• Assisted Confidential printer/scanner installations on CDC campuses, and in home support situations.
• Supported Microsoft Office, Lync, Outlook, and general Windows 7 issues.

Confidential

Desktop Support Specialist/IMAC Specialist - Atlanta, GA.

Responsibilities:

• Confidential equipment upgraded for state agencies: GBI, DFCS, Revenue, Corrections, Natural Resources,etc.
• Multifunction Confidential printer/scanner installations after PC upgrades.
• WinXP imaging of PC units, and laptops for state agencies, with Windows 7 imaging for the GBI.
• Active Directory and/or Novell administration was done, depending on State agency.
• Zebra printer integration.
• Microsoft Office and Microsoft Outlook installation, registration, and configuration.
• Migration of user data from legacy units to new units, and disposal of legacy hard drives & PC’s.
• Citrix access support to Confidential intranet environment & State of Georgia. Blackberry setup as needed.
• Supported State of Georgia’s Public Health & Communicable Disease agencies during upgrade.
• MS Access file and SQL database tweaking when needed, and with Tier II guidance.

Confidential

Field Technician - Atlanta, GA.

Responsibilities:

• Atlanta Airport parking systems surveyed & checked for errors on receipt printing & receipt reading.
• Windows XP-based multifunction machines were repaired via hard drive cloning and replacement.
• Ticket printer and magnetic stripe reading heads were cleaned, and paper feed rollers replaced.
• Calibration on car tag cameras to focus lens, to view auto license tags, & replace their spotlights.

Confidential

Technical Sales Associate - Kennesaw, GA.

Responsibilities:

• I was hired as a seasonal salesperson to electronics consumers, high production orientation.
• I had extensive knowledge of Confidential products for 30+ years. (I assisted other salespersons.)
• The highest acquisition of email addresses from customers and walk-ins for marketing purposes.

Confidential

Desktop Support Specialist - Alpharetta, GA.

Responsibilities:

• PC units, Laptops, multifunction scanner/printers and printers were installed.
• Computers were configured, and patched.
• Computers were tested & verified with end users.

Confidential

Desktop Support Specialist - Tucker, GA.

Responsibilities:

• All machines in the school systems absolutely had to be migrated to Active Directory.
• Updating was done on Confidential & HP units with XP Ghost imaging to AD / Forefront Identity Manager.
• Data migration was done after imaging from old Novell to Active Directory.
• During audit of assigned schools, identified Confidential & HP units that needed repair & AD/FIM.
• Ghost imaged & added to AD/Forefront Identity Manager(conversion from Novell).
• Printers installed on upgraded systems.
• Support Microsoft Office, Lync, Outlook, and general Windows 7 issues.

Confidential

Software Support Specialist - Atlanta (Vinings), GA.

Responsibilities:

• Updated 2,000+ stores’ paint department PC stations remotely from Confidential headquarters.
• Imaged workstations via SCCM by browsing on network through 2003 servers to workstations.
• Testing was done to workstation menus & hardware via Remote Desktop of POS.

Confidential

Desktop Support Specialist - Gainesville, GA

Responsibilities:

• Confidential PC, Laptop & Printer units were installed, then imaged, and configured to network.
• Altiris software imaging; Cisco access list was posted. AD/ Forefront Identity Manager.
• Cisco IP phone setup & testing. Printer installations were done & tested on network.
• PC, Laptop & phone unit ID’s were done for central IT. Verified proprietary software had loaded OK.

Confidential

Desktop Support Specialist - Atlanta (Buckhead), GA

Responsibilities:

• Confidential upgrade project on 10 floors: Ghost imaging, unit ID creation, AD / Forefront Identity Manager to add user add/remove on Domain, data migration via Altiris & configuration for each user. Monitors and printers installed.
• Windows XP and MS Office are the standard components on the software base image with some proprietary software appropriate for medical insurance & data. Downloaded installation files from servers to image units.
• Verified that SQL was functioning for databases, & file servers available for users in general.
• Necessary for encryption software to be installed on new PC’s and laptops, and DOD-rated “wiping” of hard drives to erase old units before recycling them to a liquidator. Inventory updates were done.

Confidential

Web Technology Support Specialist - Alpharetta, GA.

Responsibilities:

• Remote support was done of 30+ mortgage lenders & their brokers with web conversion of mortgage documents, in a web-based environment.
• Salvaged faxed or scanned mortgage documents between parties, & setup mortgage broker accounts as administrator. .NET functionality was verified between clients and software teamwork.
• Supported Windows XP with most clients and reset passwords as necessary. (Web-based app)

Confidential

Desktop Support Specialist - Atlanta, GA.

Responsibilities:

• HP/ Compaq PC / laptop repair, Windows XP/2000/Lotus 6.5, through Insight Global at Confidential Solutions. SQL functionality verified among users as needed. Active Directory or Forefront Identity Manager administration when needed.
• Rebuilt between 60-80 broken PC’s and laptops by swapping parts, and ordering new parts otherwise, then Ghost imaged them with either Windows 2000 or Windows XP, as appropriate for each group, and setup Lotus Notes 6.5 according to their profile. Printer installations were done after PC/laptop assignments.
• Assigned unit ID for each unit into domain through AD/ Forefront Identity Manager.

Confidential

Help Desk Analyst - Kennesaw, GA.

Responsibilities:

• POS and menu functionality support, & accounting resolutions on customer leasing contracts.
• High-volume call center environment, with SLA-meeting goals.
• Windows XP / Windows 2003 Server fixes, updates, & patches. Exchange Server verification.
• Assisted Field Techs on backup modem setup & software updates.
• Laser printer installations were done on store networks along with integration support.
• Broadband Internet troubleshooting was done for DSL & cable modem connections, sending vendor.
• Barcode RF scanner equipment and software was installed, and also inventory issues.
• Remote support was done both by VNC-type software and C$ share access using the PC name on the “Run” command line. Zebra printer integration was done with RF scanner.
• Disaster recovery support was done via dialup modem transfer of inventory and software updates & patches/repairs. AD/Forefront Identity Manager was done when necessary, along Exchange Server.
• Recorded all issues in Bridgetrack software, listing troubleshooting procedures & resolutions.

Confidential

Field Technician - Atlanta, GA.

Responsibilities:

• ATM machine repair for 25+ bank brands in Atlanta Metro area; managed own territory.
• OS2 or Windows XP reimaging on PC core, and mechanical repair of cash dispenser & depository
• Upgrades & system integration on Point-of-Sale system upgrades for J.C. Penney/S.C. & Wal-Mart/GA.
• Facility maintenance & site monitoring was done, as well as multifunction printer cleaning /repairs.
• Reported progress on each call, via RIM unit, including parts orders & replacements, and showed resolutions. Wiped and setup RIM and Blackberry units for field use, then activated via phone.