mark_ellis resume july 2016
TRANSCRIPT
Mark Ellis14285 S. Glen St. � Glenpool, Ok 74033Phone: (918) 851-8441 � [email protected]
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.