Experience

TicketReturn

• United States
• Software Development
• 1 - 100 Employee

• Senior Technical Support Specialist

  • Oct 2014 - Present

  - Responsible for the supporting internal TicketReturn employees and its clients technical needs related to hardware, software, network, and firmware issues. - Work directly with clients on printer and scanner issues to include logical printer installs, printing troubleshooting, printer networking, scanner WLAN connectivity and troubleshooting and software installation and updates. - Assist with maintenance of internal use servers, on site client servers, and TicketReturn Datacenter servers for our hosted clients. - Setup and maintain SQL installs and maintenance plans for all required back-ups.



Systems Maintenance Services

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Help Desk Technician

  • Mar 2014 - Oct 2014

  Provide tier 1 and tier 2 support to over 900 users nationwide. Maintain helpdesk queue using Zendesk ticketing system. Create voice conference lines through century link conference center. Setup new user accounts in active directory, google mail services, and exchange management console. • Part of new data infrastructure rollout (prepare new Cisco phone database). • Create help desk documentation with step by step instructions on new procedures. • Rotate on-call and after hours support for users. • Install customize desktop systems with 3rd party and internal applications. • Completed rollout of new laptops for out call center. • Help maintain data connectivity in our Charlotte office.



Cabarrus County North Carolina

• United States
• Government Administration
• 200 - 300 Employee

• Help Desk Technician

  • 2008 - 2014

  Assist customers who are experiencing any procedural or operating difficulty with the use of IT applications and products of service. Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community. Provide support for all information technology services. • Answers questions, troubleshoots problems, teaches or instructs customers regarding software or hardware functionality, and communicating policy. • Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. • Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job. Over 90% issue resolution upon first call. • Answers questions, troubleshoots problems, teaches or instructs customers regarding software or hardware functionality, and communicating policy. • Elevates complex and/or high priority problems to the appropriate support groups for resolution. • Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.



Dell Technologies

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Solutions Analyst 1

  • Mar 2008 - Jul 2008

  Analyze and resolve IT related issues, such as networking and hardware configurations. Facilitate the restoration of normal operational service with minimal business impact on the customer, within the agreed service levels and business priorities. Provide first level support for a custom Oracle based shipping application. Record and track incidents through Siebel. • Member of an award winning support team. • Utilize Active Directory to manage user accounts, reset domain passwords, and unlocking user accounts. • Remote Tools: UltraVNC, Remote Desktop, and Remote Assist