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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Timber RdForney, TX Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEObjective: To work to the best of my abilities to improve productivity and efficiency within a corporation by utilizing the technical knowledge and experience I have obtained. To use my interpersonal and communication skills to resolve customer issues and form positive relationships between customers and the company.Highlights of QualificationsINACTIVE DOD Secret Security ClearanceWindows 7 CertifiedMAC CertifiedArmy Veteran Accomplished in identifying and solving communication problemsVery well organized and able to meet deadlinesMaintains an understanding of DOD IT Policies and ProceduresBudget Planning and ForecastingProject Management and Resource Planning and Change Management ProcessMetrics and ReportingExamines premises, plans, and specifications to determine work procedures, materials, and equipment neededInstalls hardware and software components to maintain efficient communicationSupervised security of highly sensitive equipment.Operate and test many types of communication systemsSupervise, installs, employs, maintains, troubleshoots, and assist users with battlefield support systems, terminal devices, satellite communications equipment, LAN/WAN networks and other automated telecommunications computer systemsCreated User Accounts and Mailboxes via Active Directory for military, contractor and government CiviliansImaged systems via Ghosting Solution and AltirisTraining/ CertificationsCorrective Maintenance of Patriot Radar Combat Engineer Frequency Management Basic Electricity Comptrollership Safeguarding Defense Information Planning, Programming, Budgeting Execution Systems Principals of Communications Web Multimedia Electrical/Electronic Safety Operation Intercommunications Tactical Radio System Data Distribution Systems Common Hardware Software(CHS) Standardized Integrated Common Post Systems (SICPS) Altiris MSSQL Server 2000-2008 MS Visual Studio 2003-2010 Desktop IBM/Compatible Microcomputer Quest Software IBM DB2 Connect PE TeraData SQL Asst 7.1-13 Tactical Satellite Terminal Single Channel Demand Assigned Multiple Access (DAMA) Windows 7 Certified MAC Certified Asset Manager 5.22 (JCPenney) Action Request System BMC Remedy 7.5 (JCPenney) HEAT (Accor North America) LogMeIn Exchange Management Console Adobe Office Products ISAM Active Identity Windows Server 2003-2008 NetOp Remote Control (Randstad Technologies) AutoDesk (Total IT DFW) HP Service Manager (Randstad Technologies) Service Now (Cognizant) PuTTY CentOS 6 / 7 Linux Oracle Service Cloud Ticketing System DNS Microsoft Office 365 Products / Exchange LDAP Pararture Cisco TCP/IP Python Windows 10 / 11 AnyConnect VPN Global Protect VPNProfessional ExperienceZix AppRiver OpenText 06/2017 07/2024Senior Support TechnicianZix AppRiver Escalations TeamProduct Support ManagerProvides phone and web technical support to customers, channel re-sellers and managed service providers (MSPs) that use or resell Zix AppRiver solutions to include advanced Threat Protection, Email Encryption, Information Archiving, Endpoint Protection, Email Continuity, migration services, Hosted Exchange, Microsoft 365 and Office 365 productsDeliver support in all aspects of connectivity between Zix AppRiver products and client systems including but not limited to mobile devices, workstations, servers, and applicationsManage telephone, instant messaging and ticket queues so that client issues are resolved in a timely fashionFacilitate Live Remote Assistance sessions with clients having technical issues that cannot be resolved via the phone, tickets, or through emailAnalyze and resolve escalation issues utilizing knowledge of any of Linux, Windows, Mac, Office 365, Azure, PowerShell, and SharePointManaged Manager Escalations for both tickets and phone calls to address any satisfaction / dissatisfaction with customer service received from support agentsHiring, training, coaching, and evaluating employeesConducting performance reviews and providing feedbackDeveloping and implementing business strategies and goalsLeading, motivating, and supporting a teamCognizant 01/2014 06/2017Senior Process Executive AAFES POS SupportProvide customer support for technical issues related to Retail POS systems using Linux and PuTTY in a corporate environmentProvide customer support for technical issues related to Food POS systems using Windows 7 (MICROS systems) and Server 2008Logging issues into problem tracking system, resolving Tier 1, Tier 2 and Tier 3 incidentsAnalyze problems for escalation to appropriate support teamSupport multiple proprietary business applications or components across technologystacksWriting/Testing technical Knowledge Base documentation in accordance with established department procedures and SLATeam Lead for Service Now ticket system and Knowledge Base documentsAccount Supervisor leading team of 13 Help Desk AgentsRandstad Technologies 05/2013 01/2014Call Center Support TechnicianTechnical support for hardware, software, procedures, and password resets, etc. via telephone.Responsible for diagnosing and documenting customers technical and How To problems and resolving or escalating or assigning problems to the appropriate area.Working with Windows XP, Win95, WinNT, OS/2, LANs, MS Office Products, and InternetStrong customer service skills in a help desk IT environment.ACCOR North America 03/2012 - 05/2013Support Analyst Windows 7 UpgradeBuilding, shipping, installing and maintenance of Point of Sale (POS) personal computers.Resolve issues remotely (RDP, PC Anywhere)Install computer hardware and peripherals components in a lab environmentPerform tasks in accordance with established department procedures and SLAJC Penney Corporate Headquarters 01/2010 - 03/2012Desktop Client Management and Infrastructure Provision TechnicianBuild and Configure Windows 7 and MAC machines to perform job performance supporting over 9,000 clientsCoordinate large specialty requests and project requirementsManage department workload and coordinate event support and installationManage high priority requests and provide major incident managementTrain installers on deployment process and proceduresOur Lady of the Lake in Baton Rouge 06/2007 10/2008Computer Operator/TechnicianProvide software application support for healthcare clients and programmersAffectively communicate through verbal and written meansProcess job applications and maintain hardware for Laptops, Desktops, Printer, ServersEscalate issues to respective group for higher level technician supportU.S. Army 09/2000-06/2012Communications Technician/ Radiotelephone OperatorDuty Stations: Fort Eustis, Fort Hood, Fort Drum, Fort IrwinConfigured Private Branch Exchange and provided Tactical Communications in adverse environmentsUpdated computers for IAVA vulnerabilities disseminated by IAConfigured and Troubleshoot BlackBerrys for communications via the Exchange ServerTroubleshoot logon and CAC issues for military personnelSetup VTC for the BDE CommanderPerformed Automation at the Brigade Level supporting 3,000 users and systemsEducationU.S. Army Specialized Training: Leadership, Diversity, and CommunicationTactical Local Area Network Installation -Tactical Wide Area Network InstallationNetwork Security - Automated Net Control DevicePrecision Lightweight Positioning System Receiver (PLGR) TroubleshootingRemington College Dallas Campus2008-2009US Career Institute2006-2008University Lafayette of Louisiana1996-2000 |
