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Click here or scroll down to respond to this candidateCandidate's Name
Technical Support AnalystPHONE NUMBER AVAILABLE EMAIL AVAILABLE Atlanta, Georgia, United States SUMMARYDetail-oriented IT Support Analyst with a proven record of enhancing team performance and customer satisfaction through effective technical and interpersonal skills. Demonstrates a strong commitment to service excellence and operational accuracy, consistently achieving high-performance ratings. Equipped with robust analytical capabilities and a history of successful IT operations management, poised to deliver high customer satisfaction and positive impacts in technical environments.EXPERIENCESERVICE DESK ANALYSTWorld Wide TechnologyMar '21 Oct 24Atlanta, United StatesAddressed customer queries through various channels, ensuring quick resolution Maintained detailed records of customer interactions and incident reports Assisted in cross-training, fostering a collaborative work environment Adhered to SLA requirements, ensuring customer satisfaction Enhanced product knowledge, improving first contact resolution rate ENTERPRISE SERVER SUPPORT ENGINEERHewlett Packard EnterpriseMar '16 Aug '20Alpharetta, United StatesSpearheaded enterprise-level customer support for HPE ProLiant, ML, and DL servers. Streamlined troubleshooting for appliances, OS, and software including Virtual Connect, OneView, VMware, Windows, and Linux. Enhanced fiber switch host and storage connectivity by expert evaluation and replacement of SFP. Optimized problem analysis on 3PAR storage devices by executing check health command. Facilitated hardware diagnostics, troubleshooting, and replacements at customer sites through HPE field engineers.PRODUCT SUPPORT ANALYSTTEKsystems/Optum Technologies;Jun '15 Jan '16Dunwoody, United StatesEnsured top-tier technical support to hospital and insurance clientele using our product suite. Skillfully resolved a broad spectrum of technical issues, spanning from general inquiries to complex integration problems. Demonstrated excellent customer service skills while maintaining issue ownership and effective communication throughout the resolution process. Upheld comprehensive knowledge of company-supported products, applying technical documentation to solve client issues.MEDICAL BILLING SOFTWARE SUPPORT REPOPTIMA HEALTHCARE SOLUTIONSJan '14 Jan '15Alpharetta, United StatesConducted routine customer communication via various channels. Trained users on software suite, adhering to guidelines. Offered continuous help desk support, including software maintenance. Identified and reported software issues for improvement. Assisted in diverse customer service and tech support areas. TECHNICAL SUPPORT LEVEL IDexis Inc.; Alpharetta, United StatesManaged complex software/hardware issues, ensuring customer satisfaction. Resolved technical inquiries, leveraging advanced IT knowledge. Documented customer interactions for quality assurance. Took ownership of customer issues, escalating when necessary. Contributed to various IT projects as assigned. USER PROVISIONING SPECIALIST/IT SECURITYCONTRACT Atlanta, United StatesStreamlined client updates via Active Directory Efficiently handled SAFE tickets, ensuring secure end user access Managed client onboarding to non-production servers Oversaw new ID provisioning, password resets, and IBM RACF group creation on IBM mainframe Facilitated user account provisioning in AS400 TECHNICAL SUPPORT REPRESENTATIVEContract IBMJan '12 Jan '13Atlanta, United StatesManaged both domestic and international accounts, swiftly resolving data errors and network issues. Utilized ACD system to handle 150-200 calls daily, showcasing efficient customer service skills. Offered comprehensive support for a range of Lenovo products, meeting service-level agreement goals. Troubleshot basic network problems, leveraging knowledge of OSI and TCP/IP mode.PRODUCTION SYSTEM SUPPORT ANALYST IPipeline Data, Inc.Jan '08 Jan '10Alpharetta, United StatesStreamlined resolution processes during system outages Ensured optimal production quality through rigorous testing Collaborated in User Acceptance and Validation Testing Analyzed and enhanced system design procedures Troubleshot and resolved technical issues, boosting system performance TECHNICAL SUPPORT REPRESENTATIVEComcastJan '07 Jan '08Alpharetta, United StatesLed end-user connectivity troubleshooting across various OS and network protocols Optimized customer account services to reduce monthly bills Utilized Remedy Ticketing System for customer interaction records Managed international accounts and resolved network issues Delivered hardware, software, and electronics services, achieving business SLA goalsFILE CLERKChamberlin EdmondsJan '06 Jan '07Atlanta, United StatesStreamlined document management through Ascent Capture scanning software. Mentored clerical staff, enhancing document scanning efficiency. Maintained detailed productivity log, ensuring optimal performance. Managed document lifecycle, ensuring regulatory compliance. Supported office operations through efficient mail sorting. TECHNICAL SUPPORT REPRESENTATIVEDirecTVJan '04 Jan '06Huntsville, United StatesManaged and resolved domestic account issues, enhancing customer relationships Troubleshot and rectified technical and programming issues Surpassed B2B and B2C service-level agreement goals with efficiency SERVER SUPPORTENGINEERDirecTVResponsible for providing assistance for Enterprise level customers with products which include HPE ProLiant, ML, and DL servers.Troubleshoot appliances, OS, and software issues which include Virtual Connect, OneView, VMware, Windows, and Linux.Able to evaluate and replace SFP to improve fiber switch host and storage connectivity. Able to run check health command on the array to perform problem analysis on 3PAR storage devices. Able to collect diagnostic information using the VM Support command in VMware ESX/ESXI. Able to run the HPS Report for Microsoft Windows 2008 / 2008 R2 / 2012 / 2012 R2 / 2016 / 2019 64bit. Able to read and analyze the HPS Report to determine the hardware issue. Able to check the VM Support log and investigate the hardware problem. Able to run and review the SOS report to identify root causes of issues. Responsible for sending HPE field engineers to customer's site to perform diagnostics, troubleshoot and replace server hardware.Assists customers in virtual rooms for troubleshooting issues, gathering screenshots, and to assist with server/driver firmware updates and gather information to address underlying issues. PROFESSIONAL SUMMARY PRODUCTSUPPORTANALYSTDirecTVProvide the highest level of technical support to our end-users in hospitals and insurance companies using our products(Win Strat, WebStrat, EASYGroup, New Rate Manager and Web Services). Provide technical problem resolution on a wide variety of issues ranging from general questions through in-depth and complex technical issues as installation, integration, and interfacing. Provide friendly first-level contact to our customers via e-mail and phone. Work with them to identify the problem and gather appropriate information.Provide accurate logging of problems, all correspondence, and resolution within CRM (Onyx). Escalate problems when needed following Customer Support procedures and use advanced troubleshooting skills to gather appropriate data and convey concise problem information for internal service personnel. Act as a liaison between customers and internal support staff (regulatory, development, coding) to assure accurate problem interpretation and resolution.Maintain ownership of issue and communication with customers during the problem resolution process, utilizing superior customer service and communication skills.Maintain in-depth knowledge of company supported products. Ability to understand and apply technical documentation and specifications to client issues. Review and update Customer Support documentation as assigned. PROFESSIONAL SUMMARY MEDICAL BILLING SOFTWARE SUPPORTREPDirecTVRoutinely communicate with company customers via telephone, electronic mail and in-person. Provide training of company software suite of products according to established training guidelines Provide on-going help desk support for customers including upgrading and maintaining product software as directed. Report problem areas or software deficiencies/enhancements to supervisor. Provide initial testing of functionality of software deficiencies/enhancements reports to supervisor. Assist supervisor in other customer service and technical support areas, as needed. PROFESSIONAL SUMMARY TECHNICAL SUPPORTLEVEL ITroubleshoot 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. PROFESSIONAL SUMMARY USER PROVISIONING SPECIALIST/ITSECURITYUse 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 ASEnvironments: IBM RACF (TSO, PRUS, DB2, AIMS/SLE), Safe 3.0, AS400, UNIX PROFESSIONAL SUMMARY TECHNICAL SUPPORTREPRESENTATIVEHandles 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, Think Pads, 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 i.e.: Ethernet, T1, DS3, etc. EDUCATIONBACHELOR OF SCIENCE in Business Administration, Alabama A&M University Huntsville, United States Concentration in Management Information SystemsSKILLSOperating Systems Windows 11, Windows 8, Windows 10, Linux, SUSE, RedHat Linux Server Management Windows Enterprise Server, Blade Servers, ProLiant Servers, Blade C-class Enclosures Networking Brocade switchesStorage Management SAN storage devices |
