mark_ellis resume july 2016

Mark Ellis14285 S. Glen St. � Glenpool, Ok 74033Phone: (918) 851-8441 � mark.ellis05@gmail.com

IT SUPPORT TECHNICIAN

Tier 1 Help Lines � Tier 2 Advanced Support � Que Management

� Proven success working in high-volume, 24x7 technical call centers.

� Demonstrated strengths in rapidly diagnosing through advanced troubleshooting to resolve client issues.

� Consistently praised for communicating effectively with both technical and nontechnical users.

� Known for excellent problem-solving skills and patience in dealing with frustrated customers.

KEY SKILLS

Active Directory SupportHardware ConfigurationsExchange & Outlook Support

Software InstallsLAN ConnectivityProblem Diagnosis

Phone & Online SupportClient/Server ModelsPreventive Maintenance

End User TrainingCustomer ServiceTeam Collaboration

TECHNOLOGY PROFICIENCIES

Software: MS Office (Word, Excel, Outlook, Access); instant messaging software; VMwareBrowsers: Internet Explorer, Firefox, Chrome, Safari,Call-Tracking Tools: Remedy, Service NowHardware: PCs, Laptops, Telephony Systems, Printers, Routers, ModemsNetworking: LAN & VPN/Remote Connectivity, TCP/IPPlatforms: Windows, Linux

EDUCATION & CREDENTIALS_________________________________________________________________________________________

ITT Technical Institute — Tulsa, OkNetwork Systems Administration, Associates Degree

Graduated April 10, 2015_________________________________________________________________________________________

PROFESSIONAL EXPERIENCE

SPECTRIO — Tulsa, OkVideo Support Analyst, September 2015 to July 2016

� Taking inbound calls and making out bond calls to clients.

� Using NetSuite to log and track technical issue’s and order equipment.

� Setup and configure various forms of hardware from small form PC to media streaming devices.

� Troubleshooting various issue’s on Linux, Android and some Windows platforms.

� Submit requests for onsite technicians for hardware install, and troubleshoot.

� Using remote tools like log me in and Team viewer to educate and trouble technical issues.

CROSS COM NATIONAL — Tulsa, OkRetail Technical Support, November 2014 to July 2015

� Taking inbound calls for server, IP phones, desktop, register, network and retail software support.

� Extensive support for Windows XP, Windows 7.

� Advanced trouble shooting and resolution, through event and error logs.

� Support network connectivity, both local and remote access.

� Use remote support application to resolve issues and better educate customers.

� User account management: password, provisioning, and access to network and application.

� Using Service Now to submit advance support and /or on sight tech.

COCA COLA REFRESHMENT — Tulsa, OkCustomer Service, February 2014 to November 2014

� Taking incoming calls for Coca Cola.

� Dispatching service request for fountain, vending, and refrigeration units.

� Basic troubleshooting to determine best group to route request.

IMIRUS — Tulsa, OkDigital Media Editor, July 2012 to January 2014

� Taking inbound calls for password and account management.

� HTML coding and implementation of web and mobile applications.

� Process digital magazine’s for mobile application.

� Changing group memberships.

SIWEL CONSULTING — Tulsa, OkIT Helpdesk, May 2008 to May 2012

� Making outbound calls to customers for the purpose of resolving issue’s remotely.

� Extensive support for Windows XP, Windows 7 and Windows 8.

� Active directory support, changing group memberships, domain and application password reset.

� Support network connectivity, both local and remote access.

� Setup and support Microsoft Exchange and Outlook in combination with active directory.

� Use remote support application to resolve issues and better educate customers.

� Advanced trouble shooting Microsoft Outlook, Word and some Excel.

ALORICA — Tulsa, OkAdvanced Customer Support, September 2007 to April 2008

� Taking inbound calls from customers to resolve various mobile device issues.

� Telecommunication support for major wireless phone providers.

� Push out updates/patches Sprint/Nextel service applications.

SELF EMPLOYMENT — Tulsa, OkComputer Break Fix, 2002 to 2013

� Building customizing hardware and software on desktop computers.

� Installing operating systems and other software to customer request.

� Analyze and remove virus and malware using antivirus, antimalware and antispyware software’s.

� Setup regular backup schedules and restore user systems.