Objective
A challenging position where I may fully exercise my creative aptitude and technical expertise toward professional development.
Technical Skills
Applications: Microsoft Office Applications, SharePoint, SAP portal
Environments: Windows XP/Vista/Windows 7/Windows 8 , Safari and DOS
Databases: MS Access
Concepts: Debugging and testing procedures; relational database design; and manipulation techniques.
Work experience
2013-Present Randstad Alpharetta, GA
Technical Support Level I
Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software.
Answer technical and how to use inquiries.
Document session notes and complaints in appropriate systems.
Own the customer issue to resolution, escalating when appropriate.
Assist with other duties or projects, as assigned.
2013 Home Depot Inc./K-Force Atlanta, GA
User Provisioning Specialist/IT Security
Use Active Directory to update client information.
Work trouble tickets created in SAFE (Secure Access for End Users).
Add clients to non-production servers and create passwords.
Provisioning new IDs, password resets, creating IBM Resource Access Control Facility groups (RACF) on IBM mainframe.
Provisioning user accounts in AS400.
Environments: IBM RACF (TSO, PRUS, DB2, AIMS/SLE), Safe 3.0, AS400, UNIX
2012-2013 Computer Generated Solutions/IBM Atlanta, GA
Technical Support Representative
Handles domestic and international accounts, including resolving data errors, network problems and building customer rapport.
Uses ACD system, answering 150-200 daily.
Provides a range of services, which provides assistance for Lenovo workstations, ThinkPads, tablets and all-in-one machines.
Achieves business-business and business-consumer service-level agreement goals relative to the quantity and quality of calls answered and efficiency of customer handling time.
Performs troubleshooting and resolution to basic network problems.
Has knowledge of OSI and TCP/IP mode.
Handles troubleshooting LAN/WAN interfaces ie: Ethernet, T1, DS3, etc.
2008-2010 Pipeline Data Inc Alpharetta, GA
Production System Support Analyst I
Served as a liaison to coordinated efforts to provide resolution of production, systems, and application problems during outages or other production related issues.
Provided high-quality production support through diligent and insightful quality assurance and testing.
Assisted in User Acceptance Testing / Validation Testing procedures.
Analyzed program and system design procedures, and quality standards.
Used CRM/Version 3 & 4
Monitored all performance metrics for various production systems and identify root cause for all technical issues and recommend solutions.
Participated in periodic meetings and maintain all applications for productions and plan appropriate various strategies.
Prepared all project requirements and develop all associated projects for various applications.
Maintained effective relationships with various system administrators and development teams.
2007- 2008 Comcast Alpharetta, GA
Technical Support Representative
Provided telephone support troubleshooting end user connectivity issues relating to Operating Systems (XP, Vista, 2000, ME), Email access to network connectivity utilizing various protocols such as TCP/IP, SMTP, FTP, POP3.
Built a rapport with customers and proposed different products and services based on their account history to help minimize their monthly bill.
Utilized Remedy Ticketing System to record customer interactions.
Handled domestic and international accounts, including resolving data errors, network problems and building customer relationships.
Provided a range of services that assisted with computer hardware, software, and other electronic and mechanical goods.
Achieved business to business and business to consumer service-level agreement goals relative to the quantity and quality of calls answered and efficiency ...
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