Alex Maxwell Email & Phone Number

Lake Villa IL

• Quickly acquired expert knowledge of relevant software to ensure customer satisfaction and to optimize profits.
• Work with Dell, HP, and other vendors for most cost effective ways to support customers.
• Constantly conduct my own research in order to keep up-to-date with all of the technology from software to hardware and to identify potential profit makers.
• Develop and sustain relationships with potential and existing clients by coordinating professional meetings, attending promotional events and providing effective administrative support.
• Complete troubleshooting for diverse technology based systems, software, and hardware, including Windows, MacOS and Linux-based desktops and laptops.

Chicago, Illinois, United States

• Perform installation and configuration of computers, peripherals, and software for users
• Troubleshoot and repair hardware and software issues on user devices
• Decommission user devices and ensure company data is properly backed up and devices are wiped clean
• Use Beyond Trust remote software for remote support and troubleshooting
• Provide onsite telecommunications support to resolve connectivity issues
• Investigate and resolve computer software and hardware problems for end users

Libertyville IL

• Install and configure various operating systems across a wide range of hardware.
• Create and configure RAID arrays.
• Flash custom BIOS and firmware into hardware.
• Install software images through internal PXE environment.
• Troubleshoot computer hardware issues.
• Communicate production problems with Production, Engineering and Salesdepartments.

Libertyville IL

• Assisted in all departmental activities and helped carry out supervisory responsibilities in accordance with company policies and procedures and applicable laws.
• Assisted with employee issues, helped to ensure positive employee relations and promotes and enforces all company policies fairly and consistently.
• Assist with daily planning/scheduling and coordinate the day-to-day operations for the configuration department.
• Informs assigned employees of production and material problems, and coordinates with support groups to resolve problems affecting production flow.
• Analyze current systems/ processes and recommend ways to increase configuration efficiency and quality.
• Coordinates the training process for new technicians and cross-training opportunities in Configuration.

Mchenry, IL

• Managed technical support for a client base of 50,000+ throughout the USA and Canada, serving as a direct contact for VIP clients with 500+ sites.
• Provided technical support through phone, email, and remote software for a variety of software systems, including Accent, Athena, Spectrum, and Destiny.
• Specialized in Tier 2 support for Athena, Destiny, and Spectrum software and Tier 3 support for Accent.
• Maintained thorough documentation of all incoming calls and emails using Oracle CRM.
• Developed a technical support knowledgebase using Madcap Software, combining and converting all relevant documents for all software.
• Demonstrated expertise in AIX, Sun Solaris, and Red Hat Linux while self-training in the full API system for Follet Software's Accent software, used for K-12 library cataloging.

Lake Zurich, IL

• Provided technical support for 30,000+ Touch Tunes jukeboxes to a customer base of 2200+ across the USA, Canada, and Puerto Rico
• Maintained a close relationship with the sales and programming teams, communicating all product and software issues of concern
• Assisted with the creation, maintenance, and management of client process documentation, including providing complete and thorough documentation for all support calls
• Participated in regular staff meetings and communicated relevant information, as well as being an active participant in the escalation management process
• Assisted with quality control and distribution of client databases or software, as needed
• Responded to ad-hoc requests and followed through with operators whose issues were not closed on initial contact

Grayslake IL

• Designing and implementing effective policies, procedures, tools, techniques, and plans related to internet service level management
• Providing leadership, coaching, and guidance to team members, and setting individual goals and measurement criteria
• Skilled in monitoring and maintaining 3com 56k Total Control chassis remotely and onsite, as well as T1 resales for large companies
• Self-taught and proficient in managing NT and Unix servers for domain hosting and setting up Linux Apache servers for email
• Preparing regular reports on data equipment performance, including availability and IP traffic statistics
• Selling and setting up domain registration and hosting procedures, including transferring of domains

Grayslake IL

• Assisted in upgrading Internet Service Provider from 1 local pop site to Focal Communications with new 3com 56k Total Control chassis for over 50 pop sites covering the Chicago land area.
• Provided technical support for dialup and email for various operating systems including Windows 3.1, 95, ME, and NT.
• Supported internet browsers including Internet Explorer, Mozilla, and AOL.
• Sold and Setup Domain registration and Hosting procedures, including transferring of domains.
• Trained new technical support representatives on company policies, procedures, and technical skills.
• Collaborated with team members to resolve complex technical issues and improve overall customer satisfaction.

Computer Science

Diploma