Xavier Perry Email & Phone Number

Santa Clara, Ca, Us

Same thing I do everywhere else.....Slay technical issues for my end users allowing the company to prosper, while providing excellent customer service.

Redwood City, California, Us

- A little bit of this and a little bit of that.....

• Provide tier 1-2 helpdesk support to users troubleshooting on both Mac & Window computers: TCP/IP/Proxy issues, server maintenance thru Azure, mobile device email setup & troubleshooting, antivirus (Symantec) updates, Commvault installation & restores.• Routinely assist users with AV VC support in conference rooms, assisting & educating users on how to dial in/connect, cable installation, running test bridges of conference rooms.• Educate users on TCS technical procedures & processes pertaining to but not limited to helpdesk tickets, requesting administrative rights & procurement purchases through Ultimatix. • Install & configured Linux systems (Mint, Ubuntu, Centos, Kali) for systems. engineers.

¥ Managed company’s Hardware Refresh Project refreshing 20-30 end users weekly, increasing end user productivity by up to 50%. ¥ Resolved 15-20 troubleshooting tickets weekly, issues ranging from, but not limited: connectivity issues with the TCP/IP & VPN (Pulse), Microsoft Office 365 & Skype/Lync functionality, antivirus security Symantec & McAfee, & hardware issues i.e. outdated driver, ram compatibility and HD upgrades for both Windows & Mac’s¥ Pivotal player in company’s initiative to migrate from Windows 7 to 10 globally. (1 of 4 techs tasked with assisting the ~ 5,000 users in North & South America’s regions). ¥ Conducted Q&A testing on next generation laptops ensuring essential department programs to ensure functionality.¥ Documented reoccurring technical issues as a means of facilitating weekly IT group discussions.¥ Provided prompt, efficient and informed service to clients by monitoring & updating ticket queues, thus contributing to teams 90% S.L.A. ¥ Researched & created how-to-instruction documentation for refresh, remote users, & new hires helping them acclimate to new environment or workstation. ¥ Utilized Active Directory: create, remove, lock & unlock user accounts, add & remove group permissions, obtain Bitlocker recovery keys, and reset passwords. ¥ Utilized Casper Suite knowledge for asset tracking, providing recovery keys, or software installation on remote machines. ¥ Facilitated inter-department relationships by means of advanced interpersonal communicative skill-set.

Boston, Massachusetts, Us

1 of 2 Point of contact for on & off boarding employees 20-30+ weekly on boarding• On-Boarding: Updating Asset database, Imaging, profile configuration, RSA Token, educating new hires on company’s intranet (Pulse VPN, bit-locker), cubical set up, ticket management• Off-Boarding: Asset collection, cubical disassembly, use of Active Directory to disable accounts, managing off-boarding ticket queue.• Contributed to teams 95% SLA success rate by completing task assigned to my queue in an efficient & timely manner.• Provided first tier tech support to new hires, troubleshooting Outlook, resetting/issuing R.S.A security tokens, enabling accounts, issuing recovery keys,• Assisted in development of IT Exchange Tour, a department organized meet and greet with other tech support departments in the Bay AreaTraining/

Boston, Massachusetts, Us

San Antonio, Tx, Us

Consistently provided superior customer service to up to 100 customers during my the graveyard shift increasing sales up to 30 % • Kept the store in excellent condition and ready for morning shift works to over. Created documentation for new employees down the road which will be helping to accelerate • Operated the cash register and maintained positive amounts so as to increase the money flow within the company• Took inventory of the store, stocked inventory products so that customers could easily and effectively locate their products

Concord, Ca, Us

Handled Escalated customer service issues, maintaining customer and store relationship Provided Superior Customer Service to up to 150 customers every day Maintained cash register flow in such a positive way that I was consistently placed on the main store register which helped to increase the flow of traffic to the store by at 10%

Education record

Legal Studies, Law

High School Diploma, General Studies

Education record