Technical Support Specialist • Integrity Marketing Group LLC

January 2022 - November 2023 (Dallas, Texas)

• Active Directory (account creation, onboarding new employees, creating shared mailboxes, group policy, PW resets)
• O365 Support Microsoft Intune/ Azure Autopilot (enrolling devices)
• Provide support and resolution of various computer hardware and software issues.
• Have experience managing users on phone systems of: RingCentral, Talk Desk, Cisco, Microsoft Intune, and Azure Autopilot.
• Perform configuration of end-user PC desktop hardware, software and peripherals.
• Resolve end-user computer related issues via telephone, email, in person, or remotely.
• Ability to diagnose and resolve moderately complex IT system hardware, software, network and user issues.
• Ability to setup laptops, phones, and printers.
• Contribute to projects such as software implementation and training.
• As needed, instruct end users about the appropriate use of equipment and/or software.
• Assist with technology planning and implementation of technology projects.
• Create and update documentation for systems and processes.

Remote Desktop Technical Support • RealPage, Inc. 

October 2021 - January 2022 (Richardson, Texas)

• Strong understanding of approved tools to assist in daily tasks such as ConnectWise Toolset, MS Intune, etc.
• Supported Office 365 applications, local and network printers, Adobe, Apple Mac Operating systems, and Sophos and other major AV brands.
• Create new users, assign permissions, & reset user passwords within Active Directory
• Knowledge and understanding of various server/workstation peripherals such as POS equipment (cash drawers, credit card readers, tablets), USB printers, PIV card readers, etc.
• Administer Microsoft Office 365 issues such as: manage and delete user accounts, Manage MS Teams, Manage SharePoint, and Licensing levels to include subscription offerings.
• Experienced in issues dealing with Outlook/ Office365, Windows 7 and Windows 10 OS
• OneDrive, MSP, and ConnectWise Experience
• Printers, Scanners, and Check Scanners
• Infrastructure network connectivity, VPN troubleshooting, and knowledge of wifi/router configuration.
• Provide remote assistance over the phone.
• managing tickets out of a ticketing system queue (ConnectWise) or from email

Senior Technical Support Analyst • Arctic Information Technology

August 2019 - October 2021 (Plano, Texas)

*Currently, maintaining a United States federal government clearance that specifies Personal Identity Verification for Federal employees (extensive background check required)

Provide technical support to clients by troubleshooting applications, systems access, resolving hardware, software and network related issues. Utilize pre-defined call and ticket management procedures to identify, resolve, or escalate issues to the System Administrator (Tier 3) and Support Center Management. Document and monitor service requests to ensure the issue resolution meets or exceeds the service level standard. 

Provide guidance on basic technical topics to Tier 1 Technical Support Analyst. Troubleshooting methods such as verifying physical equipment issues, networking problems, uninstalling/reinstalling software applications, verification of proper hardware and software setup, assistance with application navigation and a higher level of end user training with supported business applications.

 KNOWLEDGE, SKILLS & ABILITIES:

• Deliver technical support over the phone remotely and in person with a pleasant and professional demeanor in all communications and an understanding of the support processes while displaying accurate documentation including notes and resolution.
• Strong understanding of approved tools to assist in daily tasks such as ConnectWise Toolset, MS Intune, etc.
• Strong ability to work independently (such as troubleshooting workstation and server software and hardware) and as a team (escalating when appropriate, knowledge sharing)
• Knowledge and understanding of DNS, the Internet and mail flow.
• Strong organization skills and ability to operate efficiently throughout daily tasks and an ability to work independently and effectively on daily tasks without direct supervision, while remaining calm in stressful situations.
• Able to work at an efficient, quick and steady pace to troubleshoot and resolve issues and provide instructions to clients on basic desktop, peripheral, and mobile device usage.
• Ability to identify when a problem needs to be escalated and to whom in an efficient manner.

    ESSENTIAL FUNCTIONS:

• Microsoft Dynamics365, Microsoft Supported Windows Operating systems, Microsoft Supported Office/O365, Local and network printers, Adobe, Apple Mac Operating systems, and Sophos and other major AV brands. 
• Cloud Services, Microsoft Supported Windows Server, Microsoft Supported Exchange, Microsoft Supported SQL Server, Microsoft Supported Terminal Server, Remote Desktop Services, Sophos and other major AV brands.
• Manage and delete user accounts, Manage Skype/Teams for Business, Manage SharePoint, and Licensing levels to include subscription offerings.
• Knowledge of backup solutions including Barracuda and others
• Knowledge and understanding of various server/workstation peripherals such as POS equipment (cash drawers, credit card readers, tablets), USB printers, PIV card readers, etc.
• Ability to learn and understand 3rd party applications.
• The ability to learn about clients' key business processes to provide effective troubleshooting, resolution or workarounds.
• Ability to communicate with vendors for RMA and troubleshooting purposes.
• Maintain appropriate documentation including client technical documentation, “how to” documentation, knowledge-based articles, internal procedures/processes, etc.

Senior Assistant Customer Support • DXC Technology

April 2019 - August 2019 (Plano, Texas)

• Recording/ reviewing data such as calls and emails on account history without direct supervision. Researched customer inquiries and responded to appropriate parties in a timely manner.
• Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.
• Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Processed requests from recorded calls and updated account history with results for proper documentation.
• Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.
• Performs data entry and matches documents to appropriate accounts to ensure up-to-date and accurate information.
• Interfaces with team members, management, and customers in reference to customer service issues and escalations.
• Reviews client reports on a weekly basis to ensure data integrity; prepares and submits reports to management.
• Reviews and recommendations to modify procedures and workflow as necessary to ensure efficient and effective processing of transactions.

Technical Support Specialist • Presto

November 2017 - February 2019 (Addison, Texas)

• Information Technology and Services -Troubleshot newly developed A2/A3 TableTop Entertainment Devices for restaurants such as Applebees, Outback SteakHouse, Blue C sushi, and Rock Bottom Brewery. 
• Dealt with the management of 40-60 tickets a day regarding different issues such as troubleshooting the presto entertainment device’s (TED) networking, hardware cabling, and/or physical damage. 
• Took Inbound and Outbound calls to restore non-functioning devices such as Access points, Cisco Routers, Proxy Servers, and Ethernet connections to restore services back to restaurant clients across the country. 
• Retrieved/Downloaded different log file information to reports requested information by our clients. 
• Collected Transaction Information from payments made on the devices to present receipts, signatures, and other requesting information regarding payments made. 
• Documented detailed internal and external notes to create follow ups on issues dealing with existing tickets. 
• Retrieved 16-digit Serial Number, issue, and verified if the defective devices were outstanding, replaced, or in the process of being ship to our device replacement department.