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Click here or scroll down to respond to this candidateCandidate's Name
Phone: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLESUMMARY OF QUALIFICATIONS/ACHIEVEMENTSExperienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Technical Support role. I have over 21 years of IT experience. Work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems including Windows Server, Linux and Mac OS, Apache, Tomcat and IIS.Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve complicated technical issues and concerns. Excellent communication and presentation capabilities.Work Experience:Velocitor SolutionsAugust 2022Provided technical support via phone and email. Supported fleet management for customers FedEx, Snyder Lance, Krispy Kreme, and LabCorp.ESRIApril 2012 2018Provide technical support for ArcGIS Desktop and ArcGIS Server productsProvide technical support for Location Analytics products, such as Esri Maps for Cognos, Esri Maps for Office, Esri Maps for Sharepoint, and Esri Maps for SalesforceProvided support for ArcGIS Server, ArcGIS Desktop, Portal, Web Adaptor, and ArcGIS OnlineUse knowledge of networking and wireless networking to help troubleshoot issuesProvide support for Linux and Windows versions of productsAs the Subject Matter Expert, document technical issues via incident tracking which involves authoring, technical editing, and publishing of Knowledge Base articles as well as authoritative online contentDevelop and create documentation used to partner with software developmentteams to troubleshoot issues and evaluate solutionsUse knowledge of Microsoft IIS and Microsoft SQL to solve customer issuesProvide Geomentoring information to local elementary and middle school studentsWrote over 30 knowledge base articles and Tech Reviewed 45 knowledge base articlesFor example:http://support.esri.com/en/knowledgebase/techarticles/detail/40444#comment-10332Received Team Collaboration award, 2013.95% Customer SatisfactionSmartLogixFebruary 2008 April 2012Provide Tier II technical support on the server and client side for custom application called SmarTruck.Use knowledge of networking and wireless to help troubleshoot issuesAlso troubleshoot hardware provided for application. This includes printer, meter, and a communications box. Communications box runs Linux.Develop SQL queries to help troubleshoot devicesPrepare weekly reports for management and customers. Use Excel and PowerPoint to prepare reportsConnextionsApril 2007February 2008Provide Technical Support to Vonage customers.Specializing in VOIP and wireless routing.30-50 support calls are taken each day.Microsoft Corporation1994-2006Enterprise Support Engineer, Microsoft, Charlotte, NC Microsoft Certified Systems Engineer (MCSE) 2012/2003/2000/NT4Enterprise Platforms Support Professional, Set-Up TeamApril 2001-September 2006Provided technical support for Microsoft Premier Customers on critical, server down hot site issuesMicrosoft Certified Solutions Providers (MCSPs), Resellers, and Consultants.Collaborated on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issuesPremier customer support provided:Windows 95/98/MEWindows NT 4.0,Windows 2000 Professional and ServerWindows XPWindows 2003 Server.Technical support for Internet Explorer and Internet Explorer Administration Kit (IEAK)Utilized knowledge of security zones and HTML as well as scriptingKnowledge of Group Policy and Group Policy tools, such as GPUpdate and GPResultStrong troubleshooting skills and use of troubleshooting tools such as Msconfig, Recovery Console, netdiag, dcdiag, and repadmin.Desktop Support:May 1994 April 2001Provided support for Windows 3.1, WFWG 3.11, Windows 95, Windows 98, and Windows ME.Obtained Microsoft Technical Writer Certification.Wrote over 100 knowledge base articles, and worked on content assignments.Samples of KB Articles: http://support.microsoft.com/kb/192890/en-us http://support.microsoft.com/kb/193933/en-us http://support.microsoft.com/kb/193892/en-us http://support.microsoft.com/kb/195219/en-us http://support.microsoft.com/kb/261426/en-us http://support.microsoft.com/kb/188172/en-us http://support.microsoft.com/kb/189670/en-us http://support.microsoft.com/kb/193455/en-usPublic Library, Charlotte Mecklenburg County (PLCMC)1989-1993Librarian Assistant, Carolina Room.Helped setup and maintenance of Macintosh and Compaq computers.Assisted in the creation of the Carolina Music Archives.Assisted in preparation of exhibitionsEducation:North Carolina State University Masters in GIS, started 2014East Carolina University, Greenville, NC Masters Library Science, 2010 - 2012Queens College, Charlotte, NC 2007 First year MBA program courseworkUniversity of North Carolina, Charlotte (UNC-C) 1989-1991, 2008 Coursework in Mathematics and Computer ScienceUniversity of North Carolina, GreensboroB.A. Communications 1980-1982Wake Forest University, Winston-Salem, NCB.A. Psychology 1974-1978 |
