Support customers on the use of our software, assist with help desk responsibility's.

Windows (7, Vista, XP) Windows 2003/2008 ServerMacintosh Support Active Directory Project Management CRMPC Troubleshooting ACSLSLAN/WAN Technologies TCP/IP SupportWindows Drivers Ghost and SysPrep System ImagingHardware Support Linux (RedHat, Ubuntu)Outlook/Office Support Microsoft SQL A+, MCP; I currently provide first- and second-level technical support to our clients via phone, e-mail, and online chat via LogMeIn. I also, work with developers on issues that need to be escalated beyond myself. I am responsible for the rollout of the newest version of our software, tracking who has upgraded via our SQL database and mass e-mailing those who have not yet upgraded. I am also responsible for the training of new technical support representatives and maintain the wiki which is our knowledge base. If a customer's uploaded data has not normalized properly I examine both the customer's database and the XML data received by our servers to look for inconsistencies and work with our engineers and update our software handler if necessary.

I worked in a high volume call center for SBC, addressing an array of problems, including troubleshooting PC's and Mac's along with router and modem configuration and troubleshooting. I also logged and tracked tickets and relayed calls to appropriate departments.

Capstone Project - Configured and integrated a network of servers and Cisco routers to simulate a multi-protocol office WAN connecting five offices with 4500 simulated users.The network supported TCP/IP, Novell, user e-mail, printers, and a shared file system to store CAD information.