Dallas: MSP Tier 2 Systems Administrator (June)

Sr. Client Support Technician

Dallas, Texas

 Senior Client Support Technician skilled at resolving complex customer service issues in a timely manner with vast knowledge of web applications, software, and framework seeking to assist clients in all troubleshooting endeavors.

PROFESSIONAL HISTORY

COMPANY: 125 Person International MSP                                                   January 2018-Present

Senior Client Support Technician

  • Lead a team of 7 from level 1 support in escalated incidents
  • Provide supplemental security advisement when assessing escalated malware and phishing attempts
  • Provide 24-hour support rotation monthly for the desk in the event if escalated incidents from level 1 support
  • Perform support for Disaster Recovery Team using Zerto Virtual Replication software during live testing scenarios
  • Promptly answer support related email, phone calls via ConnectWise ticketing system. (Average 20 tickets daily pending escalations)
  • Publish/Manage Citrix applications Using Citrix Studio
  • Create/Manage Active Directory accounts, groups & permissions
  • Provide training to clients in the use of our Citrix services (Receiver & Web Client) and Cisco VPN connectivity for remote access
  • Managing and Deploying 2 Factor Authentication software Citrix SecureHub and XenMobile Manager
  • Perform Bloomberg Suite Installs and Upgrades and Troubleshoot (Office Tools & SAPI services)
  • Install, configure & manage print queues Microsoft Server 2008 & 2012 R2
  • Troubleshoot DNS, DHCP and TCP/IP issues Microsoft Server 2008 & 2012 R2

COMPANY: 125 Person International MSP                                                                                                                            December 2015-January 2018

Client Support Technician

 Provide high-level client support and technical issue resolution via E-Mail, phone.

  • The configuration of client equipment to connect to the network and/or domain.
  • Provide training to clients in the use of our Citrix services and VPN connectivity for remote access.
  • Exhibit fundamental knowledge of client/server technologies, Active Directory and Operating system technologies to identify and correct issues in client computer systems.
  • Skills:
    • Ability to promptly answer support related email, phone calls, and other electronic communications.
    • Ability to assess and prioritize work in a fast-paced environment.
    • Ability to function at a high level under pressure or with short deadlines.
    • Self-motivated, detail-oriented and organized.
    • Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
    • Create/Manage Active Directory accounts, groups & permissions
  • Support and utilize the below Applications:
    • RSA version 7+
    • Microsoft Exchange Administration 2007/2010/2013
    • Microsoft Active Directory
    • Microsoft Windows Server 2012 (Group Policy Management, DHCP, TCP/IP) Citrix XenApp 5.0/6.5
    • Citrix Studio 7
    • Citrix Receiver
    • Citrix SecureHub MDM Configuration
    • Citrix Xenmobile
    • VMware vSphere 5.0/5.5
    • Embotics vCommander 6.1.1 (1006030248)
    • Barracuda Email Security
    • ProofPoint Anti-Virus Solution
    • ConnectWise
    • Zerto DRaas (Disaster Recovery Replication)
    • Bloomberg (SAPI service and Office Tools)
    • LAPS UI
    • Nagios Monitoring Software
    • Eze Castle Software (OMS, Tradar)
  • Also troubleshoot hardware (video cards, USB & peripheral devices and drivers, etc.)
  • ActiveSync, BES and other mobile device technologies

 COMPANY: 175 Regional Consulting Company                                           July 2015-December 2015

Service Desk Analyst

 Work experience in a high-traffic customer service setting.

  • Excellent verbal and written communication skills.
  • Knowledge of commonly-used concepts, practices, and procedures for end-user technical support.
  • Strong customer service experience.
  • Excellent phone etiquette.
  • Strong problem solving and research skills.
  • Experience using site-specific computing services.
  • Functional knowledge of Macintosh or Windows computing.
  • The configuration of mobile devices.
  • Skills Used
    • Configuration and troubleshooting of Cisco Anyconnect VPN Client
    • Citrix Receiver support
    • Windows XP, Vista, 7, 8
    • Outlook exchange server
    • Altiris Deployment solution
    • Bomgar remote support experience
    • Service – now ticket in solution
    • Active Directory
    • Outlook office 365, 2013, 2010
    • The configuration of mobile devices (Android/iOS)
    • Excellent customer serviceability
    • Excellent communication skills
    • Great Team Player Superior leadership skills