Experience

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  Leapfrog Services

  • Atlanta, GA

  • Support Center Analyst

    • May 2012 - Present
    • Atlanta, GA

    Diagnose and resolve complex customer problems through remote desktop support to more than 150+ companies and 7,000+ end users in a Windows and Mac environment. * Troubleshoot and resolve system defects and bugs for more than +200 software programs, VOIP and hardware.* Consistently recognized by management for providing excellent customer service. Maintains a live answer rate of 95%.* Document resolutions to maintain and grow the knowledge base.

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  Florence-Darlington Technical College

  • Florence, South Carolina Area

  • Desktop Support Technician

    • Apr 2011 - May 2012
    • Florence, South Carolina Area

    Provided first-level support and problem resolution for 6,000 + end users with hardware, software and application problems.• Maintained the LAN network operations, including limited hardware and software installation and set-up, documentation, administration, technical maintenance and user support.• Participate in training of users on use of network hardware and software.* Troubleshooted network problems and coordinate preventative maintenance of equipment• Responsible for the daily maintenance, updates and testing of the college public site and intranet using Dreamweaver, SQL server 2008, ASP, ASP.net and Visual Studio 2008. • Develop secure web applications and backend databases to automate confidential process. Create stored procedures. • Performs complex programming and design functions related to the development of new programs and applications under web-enabled query application projects.• Re-design site structure of the college library home page, including coding ASP pages using Dreamweaver. Organized the content into a directory-structured system. • Maintains the college FaceBook page increasing the number of users who “like” the page to nearly 2,000.

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  Atlanta Technology Force, Inc.

  • Greater Atlanta Area

  • Field Technician

    • Apr 2008 - Jan 2009
    • Greater Atlanta Area

    Provided remote desktop support and onsite support to over 35 companies and 500+ end users in a Windows 2003 Small Business Server (SBS)/Windows XP/Vista environment.• Delivered extensive equipment support experience with all Microsoft desktop operating systems products.• Provided email integration with Smartphone’s.• Installed and maintained Voice over IP (VoIP) systems utilizing Digium Switchvox.

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  Managed Systems

  • Helpdesk Technician

    • May 2005 - Dec 2007

    • Provided remote desktop and onsite support to over 82 companies and 1,400 users.• Responsible for the dispatching of assignments to helpdesk technicians.• Installed and maintained Blackberry Enterprise Servers and Blackberry handheld devices.• Maintained and provisioned Exchange 2003• Performed troubleshooting and repairs for Microsoft Office 2003.• Installed and maintained Voice Over IP telephones and phone systems.

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  LKG-CMC, Inc.

  • Document Control Administrator

    • Jan 1999 - Jan 2004

    Handled administrative functions for BRW/PB Joint Venture on the Newark Elizabeth Rail Link Project (NERL). Implemented a document control process involving scanning documents into a database for archival and retrieval purposes Using Microsoft Foxpro and Microsoft Access. Assisted with document control functions on the Tampa/Ybor City Light Rail Project. Worked directly with Project Controller of Parsons-Brinkerhoff’s Hudson-Bergen Light Rail Transit System in writing contracts for sub-consultants using the company template.