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I am highly motivated professional with good inter personal skills and commutations (written and verbal. With many years of experience, in the technical support, customer support and customer training area s I have the ability to learn quickly in highly technical, fast paced environment I have the ability information in clear understandable format. (written and verbal) Previous consulting projects involved implementation of an information system in a Client Server, PC based, and mainframe/midrange computer environments. I am comfortable interacting with all organizational levels as well as vendors in a variety of industries including manifesting, fast food, recycling, campus resource and pharmaceutical.

Work experience

Customer Support Analyst

Various contact positions

Assisted with equipment installation and relocation and PC installations.

Tracks all calls, voicemail, and e-mail in a detailed and accurate utilizing help desk software

Mar 2007Present

Customer Support Analyst

Deluxe Media Services

Analyze network outages

Diagnose end user problems /issues

Document technical problems/resolutions

Identify trends/problem areas

Assign/implement resolution responsibility

Tracks all calls, voicemail, and e-mail in a detailed and accurate utilizing help desk software.

Provide necessary customer training when needed

Support remote users by email, phone and desktop support for Microsoft Office, Outlook Express, McAfee antivirus, VPN checkpoint client and wireless connection problems

Assisted with equipment installation and relocation and PC installations

Support issues include problems, network connectivity issues and MS Office Suite

Served as the initial point of contact, provide phone and in-person support to users in the areas of hardware/software support for PC (Desktop and Laptop)

Printer support (network and local).and monitored all printing and distribution of reports.

Provided support experience with XP, Outlook, Active Directory, and Ghost

First level /second level support for Windows XP and on various platforms.

Resolved security issues for customers on AS/400, SAP and Windows XP.

Monitored servers, backup programs and error consoles and create tickets and route as appropriate securities.

Provided desktop support over the phone and using remote assistance for problems which can be addressed remotely.

Provided operational support for the, backups, tape restores and system monitoring on various platform

Provided general assistance with Microsoft Word problems Excel issues, Microsoft Exchange, Lotus Notes, internet questions and printer routing questions.

Assigned priority for resolution and follow up with customer to determine if problem has been resolved.

Escalated tickets of high or emergency priorities and monitor servers, backup programs and error consoles.

Created new accounts, reset passwords, and deleted termination accounts for Microsoft. SAP, AS/400.