New Boston, New Hampshire, United States
A strong team player who is self-motivated with an array of computer software and hardware knowledge. Knowledge of PC setup and installation, as well as various peripherals and file recovery. Experience in system-operations training, collections, and customer service. Remotely troubleshoot computer user problems with a variety of programs Experience with web server protocols and networking IP configuration (SMTP,FTP,DNS) An understanding and practical experience with network protocols configuration and troubleshooting Provided customers technical support over the phone and email in a variety of help-desk environments Operating Systems: Microsoft DOS, 3.11, 95, 98, NT 4.0, 2000, XP Pro, Windows Vista, Windows 7, 2003, 2008 server, Apple OSX10,IOS4, Blackberry IOS5,6, Unbuntu, Centos 5 Hardware: H/P Compaq workstation and laptops, Dell servers, workstation and laptops, HP Scan Jet scanner series, HP Plotters, Compaq and 3Com Network interface cards, U.S. Robotics modems, Palm PDA, Epson Projectors, HP Jet direct internal and external print servers, HP Network and desktop printers, 3Com Hubs and switches, Net-gear Switches, Linksys routers, Cisco Routers and switches, Xerox high speed scanners, Canon Printers, Blackberry 9000, 9700 smart phones, Sprint |Nextel Phones Apple Laptops and IPhone and IPad's, PBX Proxim Wireless nodes, Software: Microsoft Office 98-2007-2010, Microsoft IIS, Visio, Microsoft Project, MS Outlook 2000, 03,07, 10, Open Office, Win-magic Encryption software, Point-sec Encryption software, Lap-link, PC Anywhere, Net-meeting, Office Communicator R2,Palm OS, Intel LAN Desk, McAfee EPO Anti-Virus, Symantec Ghost 11.0 Corporate managed console, Ipass, Juniper VPN client and server software, Bes Server Support, Air Watch Server, RDP, Network Protocols: IP, PPP, IPX, Altiris, SQL, Lotus Notes , Cisco Tidal Enterprise Scheduler, Jester Management Software
Tranzact, Chelmsford, MA Technical Support Senior Specialist October 2016 – Present Deliver advanced technical support for internal and external clients across Windows, macOS, and Linux platforms, achieving a 95% first-contact resolution rate. Troubleshoot complex network issues (DNS, DHCP, VPN) remotely, reducing system downtime by 20%. Lead training programs for new agents, boosting team resolution rates by 15%. Collaborate on system upgrades, ensuring seamless deployments for 200+ users. Technical Support Specialist May 2018 – March 2022 Supported multi-platform environments, resolving hardware, software, and network issues for 150+ users. Managed server maintenance and patch updates, maintaining 99.9% system uptime.
Ehealth Insurance - Westford Ma October 2016 – 2018 Desktop Support Maintain Desktop support for 120 Users In a call center Support a lab of 22 PC ‘s Team Lead or Main Paerson for contact for the other support tech’s Work with Calabrio, Jira and Back Office software Support Mac Laptop Book Pro’s Back Up support for the Head End/Server Room Trouble Shoot Cisco CAD software and Cisco Desk and Soft Phones Work With the Exchange Adding users and Updating profiles AD Support for Users and Computers Worked with SCCM and Dameware Software
HD Supply – Poway, CA April 2015 - Present DeskTop Support Level 2 Mac Admin for the local building supporting 50 users and many users remotely Mac Mini ‘s,Mac Book Pro’s,Mac Towers Software used includes; Yosemite/El Capitan, Adobe Creative Suite CS6, B-Media, Office 2011 and 2016 Setup of New Users /with both Mac and PC’s Pc /Desktop Support For 300 Local and Many Company wide in the USA and Canada Windows 7,8 and 10 Office 2007,2010 and 2013 Distribution of new Desktops and Laptops Airwatch Support Asst. Admin 2nd Line Air watch Support and 1st line for Hardware issues for all Mobile Devices throughout company Provide Local and Remote printer support Worked in conjunction with network team on complicated network issues
Supporting Users in a Win7 and Mac OS environment. Supporting Users in 2 buildings, on site and world wide. Answering phones first line triage to completing complicated tasks by working with users in person and remotely. Skills: Printer server support, AD Server , New user support creating account, supporting Exchange, SCCM, Cirtix and Multimedia Support.
Support Users in 3 buildings of remotely and on site. Answering phones first line triage, working with users in person and completing complicated tasks in person or remotely. Also I have been working with the network team on complicated network issues. I have been supporting Win7 and Mac OS, antivirus support, new hire setups, printer support, Pc rebuilds new images (MDT) and active directory support.