SmartBoard Guys is a technically certified support group with over 15 years of experience in facilitating the sale, service/maintenance and installation of interactive flat panels and all associated interactive classroom technology. This expertise is delivered through comprehensive, low-cost installation and servicing options for K-12, higher education, and enterprise businesses. SmartBoard Guys is a highly respected, service-oriented business established on building strong client-based relationships, strengthened with trust, tailored to meet each customer’s specific needs.

Answers, evaluates, and prioritizes incoming telephone, voice mail, email,and inpersonrequests for assistance from usersexperiencing problems with hardware, software, and other computerrelatedtechnologies.∙ Interviews user to collect information about problem and leads user through diagnostic procedures to determine source oferror.∙ Determines whether problem is caused by hardware such as splitters, cables, or interactive whiteboard.∙ Provide seamless support for all customers requesting support by fielding every call eliminating the need to transfer call∙ Handles problem recognition, research, isolation, resolution and followupfor routine user problems, referring morecomplex problems to level II Support Specialist or Lead.∙ Logs and tracks calls using SAP, and maintains historic records and related problem documentation.∙ Follow standard processes and procedures.∙ Accurately process and record all call transactions using SAP.∙ Calls software and hardware vendors to request service regarding defective products.∙ Communicates with management any recommendation involving change in processes that will improve efficiencies forapproval∙ Follow up and make scheduled call backs to customers∙ Stay current with system information, changes and updates by attending training online and vendors sites

• Provide Tier 2 desktop support ranging from all software applications (including POS) to hardware. (10 reps servicing over 1000 clients, handling 3 calls at once)• Troubleshoot user’s printer, scanner, hardware and software issues using remote access systems (pc anywhere, dialup, VPN)• Participated in off-duty phone support to give 24/7/365 customer support• Provide accurate and creative solutions to customer’s hardware and software problems to ensure user productivity• Proficient in MS Word, Excel, Access & PowerPoint, Windows XP/2000• Built new video tutorial knowledgebase, trained newly hired technicians• Working towards MCSE certification (xp professional, server 2003, active directory)

• Maintain the project documentation, including providing hyperlinks and project documentation organization through multiple communication media• Developed/Managed/Coordinated all projects • Adept at recognizing when project is falling behind schedule, communicating the lapse and know what to do to bring it back on schedule• Responsible for providing software, hardware, and network support, training and troubleshooting for all company PC users• Great working knowledge of Microsoft Office including (Excel, Word, PowerPoint, Outlook &Visio) also Active Directory• Initiate backups/Monitor internal servers (data general, sun/emc) using Unix based systems (basic knowledge of legato)• Troubleshot drives (IBM, DLT 4/7000, LTO, 4mm & 8mm) & (L700), documented issues using proprietary tracking system• Coached, trained, lead, managed and mentored a group of inbound/outbound technical customer support representatives• Understanding of Ethernet, Wireless, TCP/IP networking, DHCP & DNS