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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Street Address
Shepherdsville KY Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEOBJECTIVETo secure a position utilizing my superior customer support and troubleshooting skills to provide a world-class customer service experience.L2 Desktop Support Specialist for DXC, Raytheon in Louisville, Kentucky. (10/04/2021 11/05/2023)I work tickets escalated from field techs for Workstation Break Fix support, PC imaging, moves, adds, and changes. I do imaging, asset tagging and recovery, printer support, and other client support as needed to maintain workstation operations and customer satisfaction. I am my facilities Stock Room Manager in Inventory Control for my facility and Directory Services admin. I currently use the Service Now ticketing system and have experience with tools like Bomgar, TeamViewer, Lap Link, and Secure Disk Wipe.IT Support Technician for AmerisourceBergen(03/15/2021 05/28/2021)IT Support Technician for AmerisourceBergen for a special project (continuation of the previous project below) to replace WYSE terminals with laptops. I imaged 250 laptops and contacted associates individually to set up their profiles on the laptops and ship them to them. Worked alone with little supervision or direction, met or exceeded all deadlines.Desktop Support Technician for AmerisourceBergen(09/2019 04/2020) IT Support SpecialistCJ White PHONE NUMBER AVAILABLEIT Support Technician for AmerisourceBergen for the Annual Reverification project. Worked as part of a three-man team to set up a call center serving approximately 900 people from the ground up. Coordinated with electrical, networking, and other contractors. Communicated with team members and documented progress and met or exceeded all deadlines to keep the project on schedule. Set up all workstations per company specifications. Provided Citrix and Active Directory support as well as day-to-day desk-side support to associates. Coordinated the Covid19 work from home project working with great latitude and minimal supervision to get all associates issued equipment and access to the Duo VPN service for work from home access.**Argo Networks PHONE NUMBER AVAILABLE (04/2019 09/2019) IT Support SpecialistIT Support Technician for Argo Networks, the industry leader in Managed Service Providers for tanning salon IT solutions, helping businesses improve their sales and operations efficiency.I remotely supported customers via remote access software and track time and record relevant and detailed notes about issues and actions performed.I set up, configured, and remotely troubleshot both scanners and barcode readers.I configured both client and server software, as well as image new computers.I remotely troubleshot and configured printers and printer sharing, internet connectivity, VPN connectivity, performed remote firewall configurations and updates, and opened trouble tickets with the ISP, and track and follow through until resolution.I worked with dispatch to prioritize and resolve customer issues and answer the help desk phone and enter tickets for service when needed.I followed detailed instructions and processes, made suggestions for process optimization and wrote detailed instructions for new processes, and use excellent written and oral communication skills for correspondence with customers, end-users, and vendors.Set goals and worked to achieve them and to work independently while cooperating in a team environment.All this while being patient with customers whose technical skill levels may be lacking and demonstrate empathy while working with them.**ThinkSign Optoelectronics PHONE NUMBER AVAILABLE (02/14 - 04/18) Technical Product SupportProvided telephone/internet-based technical product support for ThinkSign Optoelectronics, a small Louisville-based manufacturer of custom electronic LED message centers. Provided telephone support to sign installers and their customers installing and operating our signs. Set up communication by a wireless bridge, Ethernet topology, 4G, or fiber-optic or troubleshoot previous installations by remote desktop applications (like TeamViewer).Provided post-sale product support services to our customers by telephone and remote access by TeamViewer, including installation issues, troubleshooting, and maintenance.Responded to telephone inquiries from customers regarding the operation, malfunctions, preventative maintenance, and configuration adjustments to improve product performance and customer success, and worked closely with software developers to resolve issues.Worked independently but closely with team members.Acted as a resource for sales personnel with less experience or knowledge of the software.Provided support to our customers by coordinating with project managers, sign installers, and sales personnel for the successful installation of the product.Identified and mastered the complexities of the software updates and communications system.Maintained an Excel-based ticketing system, keeping it current and up to date with customer, end-user and technical details, and parts shipping information.**Charter Business PHONE NUMBER AVAILABLE (10/2007 11/2013) Charter Business Support RepServed Charter (now Spectrum Enterprise) Business commercial customers in a call center environment by providing technical service and information relating to high-speed Internet access, commercial video, and telephone in an inbound call center environment.Contributed to the Charter Business departments vision of being the industry leader in commercial customer service through quality, commitment, courtesy, and teamwork responding to customer inquiries regarding commercial products and services.Provided technical support by troubleshooting commercial cable modems, routers, video, telephone, and other commercial broadband products and services.Provided technical troubleshooting and consultation on commercial email, web, and DNS services.Resolved product or service issues by clarifying the customers' complaints and determine the cause of the problem; diagnose general Internet-related problems and recommend solution options; notify other departments or outside partners of the need for resolution.Provided technical troubleshooting and consultation on LAN, WAN, and VPN configurations for commercial customers.Coordinated with field technicians and local networking staff to identify the root cause of technical issues for both the customer's premise as well as Charter equipment.Created and escalated individual and system outage trouble tickets.Coordinated with the customer to arrange installation of service dates and times; placed follow-up calls to customers to ensure installations and trouble calls were completed correctly and on time.EDUCATIONHigh School diploma Taipei American School, Taipei, TaiwanBA in Psychology from Western Kentucky University, Bowling Green, KYCCNA Course - Sullivan University, Louisville, KYCERTIFICATIONSCompTIA A+, Network+ and Security+MILITARY SERVICEU.S. Army Infantry, Ft. Campbell, KY 101st Airborne Division, Honorablehttps://www.qrz.com/db/ks4hehttps://LINKEDIN LINK AVAILABLE SKILLS, ABILITIES, and KNOWLEDGEExpert at explaining LAN & WAN & VPN networks to end-users, advanced knowledge of Internet access related software, troubleshooting and configuring modems/routers and other data related equipment, advanced knowledge of and proficient at explaining and troubleshooting TCP/IP and other Internet protocols, advanced understanding of subnetting, DNS and DNS related protocol, email and Web products, and services, including FTP, knowledge, and understanding of telnet and SSH, understanding of Internet security, advanced knowledge and understanding of Windows and Linux OS and wireless networking products. Imaging computers. Ability to prioritize and organize effectively and skilled at working independently.Highly proficient in explaining technical and complex issues to non-technical customers. |
