Technical Support Specialist
ARCA
مجموع سنوات الخبرة :16 years, 4 أشهر
Supervisor: Derek Binkely
Primary Contact: 919-442-5340 ex 2713 | d.binkley@arca.com
May be contacted
•Responding to customer inquiries and exceeding customer expectations for our hardware and software
•Monitoring and scheduling preventive maintenance service calls in coordination with Product Management Coordinator
•Ordering spare service parts and dispatching service partners as appropriate
•Monitoring triage report in order to proactively address customer's needs
•Documenting existing and new customer inquiries in Infor, our ERP system
•Ensuring downloaded log files are sent in for every service call
•Sending an email to Senior Technical Support Specialist if automatic daily logs from the welcome call are not received from a specific customer
•Verifying data and closing service orders upon completion in ERP system and internal software
•Supporting Configuration and Load Software on products
•Testing and troubleshoot product, computing and network configuration
•Providing daily support for end users and remote end-users by phone, in person, or by using remote support tools
•Analyzing accurately process and record transactions using designated tracking software.
•Experience working with technical products (cash automation products used in banks, credit unions, and retail stores)
•Experienced with Remote Desktop application
•Managing Windows 10 PC, tablet set-up, and Windows imaging experience
•Configuring Static IP address set-up and Cisco network set-up.
Supervisor: Alyssa Hailey
Primary Contact: 336-430-5161 | ahailey@carelogic.com
May be contacted
•Provided end-user support for CoreLogic products, answering incoming calls and requests from real estate agents.
•Supported printers and equipment throughout cross-functional departments; ensured continual usability and maintained compliance with standards; established new standards and guidelines.
•Interfaced with customer’s resolved inquiries, concerns, and requests about products and services.
•Gathered end user’s information and determined the issue by evaluating and analyzing the symptoms.
•Provided how-to assistance to enable end users to get desired results in product usage.
•Identified and escalated priority issues following guidelines.
•Analyzed accurately process and record call transactions using designated tracking software.
Supervisor: Bob Griffin
Primary Contact: 336-848-7437 | bgriffin1@lenovo.com
May be contacted
•Supported implemented, recommended improvement to and creates local policies and procedures.
•Maintained documentation to track issuance and return all of devices.
• Evaluated the effectiveness of the database management technology and investigated problems and inefficiencies
•Designed, developed, and implemented technical solutions to emerging production requirements leveraging the enterprise Systematic Architecture for Virtual Analytic net-centric system
•Assisted in the creation and maintenance of documentation on IT systems and infrastructure to include configuration standard, as-build diagram and historical and trending information.
• Performed in-depth analysis of automated and manual systems to accomplish design and programming assignments related to database management
•Implemented new policies/ procedures that significantly expedited check-in and repair procedures
•Analyzed technical problems, command line, and graphic interfaces.
•Diagnosed and repaired hardware problems and installed software applications
• Developed changes to the ORACLE and SQL databases in order to improve efficiencies and to modify the storage structure and between databases
•Skilled in applying customer support concepts and methods; installed operating systems, network, applications, protocols, and equipment; and the IT infrastructure sufficient to serve as senior customer.
•Performed media sanitation in accordance with directives prior to disposal of any media
Supervisor: Jessica
Primary Contact: (919) 836-1340| jfrie@appleone.com
May be contacted
•Maintained documentations for PC installation and maintenance procedures
•Imaged PCs using Altiris Deployment Solutions from Symantec; Assisted software support/configuration
•Maintained Network printer setup & configuration
•Accepted returned equipment for storage or disposal
•Prepared technical papers, plans, and feasibility reports addressing unique user requirements in order to make recommendations to the leadership team
•Prepared excess and irreparable equipment for disposal and prepared appropriate documentation
•Evaluated and recommended information systems security controls and procedures
• Developed and implemented information security disaster recovery procedures
• Represented the organization on several interagency planning committees involving information assurance, security, and technology service support issues
•Provided writing and running SQL queries.
•Maintained and support social services (NCFAST) and Medicaid programs and systems.
•Cooperate with Data Scientists to implement Network Analysis algorithms.
•Involved in review of functional and nonfunctional requirements.
Friendship Facility
Supervisor: Roosevelt Norman
Primary Contact: 336-479-5467 | Roosevelt.norman@yahoo.com
May be contacted
•Provided computer help desk support via telephone communications with end-users
•Trained in continuous quality improvement; Auditing Inspector -committed to accomplish zero defects
• Developed and delivered timely and agile technical solutions to emergent requirements
•Technical analyst responsible for resolving the most complex customer problems.
•Collaborated with analysts and line management to identify and articulate production and dissemination requirements
• Translated functional requirements into technical specifications in conjunction with designated technical experts
•Diagnostic and resolved problems in responded to customer reported incidents
• Created and implemented workforce training for new production tool solutions
•Supported the implementation and continuous improvement of the Guilford Mills entire production and dissemination environment for all types of products and services including metrics, transition to cloud, connectivity using social media, production tools, etc.
Professional Training
• Test Preparation 220-301
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