Key Skills:

Outstanding analytical, problem-solving, and troubleshooting ability.

Superior communication (oral and written), customer service and interpersonal skills.

Both independent and team worker, as required.

MS Office proficiency and tracking-software familiarity.

Ability to multi-task and prioritize effectively.

Poised and patient when dealing with clients.

Ability to quickly learn new technology

Software Knowledge:

Windows 98, NT, ME, 2000, XP, 2008 / Server 2003, 2008 – All Microsoft Office products – Active Directory – Citrix – Salesforce - WebEx

______________________________________________________
Experience:

06/2013 – current RMG Networks inc. Technical Support Analyst

Troubleshoot the RMG system. All related applications, and any error messages that may result from running the RMG system.
Provide after-hours support for premium customers via VPN and on-call backup phone
Provide backup IT level support for internal users (printer installs, office products, SQL questions)
Performed Hardware Functionality Checks, Inventory Assessments and Health Checks on servers.
Troubleshoot items such as Data Collectors, RMG Server, and RMG proprietary software
Assist customers with the installation of the RMG client software on a single PC for instructional purposes, and answer any questions related to the client installation.
Troubleshoot network connectivity between the RMG Server and all RMG Proprietary Appliances.
Demonstrate the functionality of the system by showing the customer how to add and use a single feature item such as a connection site, board, virtual sign, messages in Composer, and messages in Design Studio etc.
Process change of MAC address.
Import and purge Change Components

 11/2010 – 08/2012 Research In Motion Tier 2 Technician for BlackBerry Support

Troubleshoot any and all BlackBerry devices and Playbooks hardware and software issues escalated to us from all Wireless Carriers, Service Deliver Partners and BlackBerry Tier 1 support.
Perform clean installs and uninstalls of Operating System on the BlackBerry device
Troubleshoot PIN, Data, and message errors
Integrate BlackBerry Internet Services email accounts with the BlackBerry phone
Troubleshoot Outlook, Safari, Gmail, Yahoo, Hotmail email failures
Troubleshoot connectivity issues with the BlackBerry Desktop Manager software on PC’s and Mac’s
Troubleshoot BlackBerry Enterprise Server failed activations
Troubleshoot email sending, receiving, and delayed deliveries on BIS and BES

   
 
.  
02/09- 11/2010    CompuCom Systems                  Helpdesk Support Analyst                                            
 
Troubleshoot and repair of PC, Terminal, networks, VPN, Blackberry’s and business applications for Executives, VIP’s and End Users.
Create new user accounts and unlock accounts in Active Directory.
Install and set up users Lotus Notes and Outlook accounts.
Add, remove, and activate clients on the Blackberry Enterprise Server.
Create and modify user’s accounts for World, One World, JDE 8.12 and AS400.
Provide users with access and map network primary and shared drives.
Set permissions for individual user’s access to network folders.
Record and update tickets using Clarify ticketing system.
Use NetMeeting, Citrix Shadow tool, and Remote Desktop Connection, and Dameware for remote access to client’s computers.
Work and resolve time critical issues in a timely manner.

Education & Certifications:
 
College hours taken at Brookhaven Community College for a degree in Network Administration
BlackBerry Certified Support Specialist
1988–1991 Lamar High School Arlington, TX
United States Army Honorable Discharge
Successfully completed a course on Team Building and Team Leadership taken form Elgin Community College
CompTIA A+ Certified
IBM Warranty Basics for Technicians
HP LaserJet Basic Hardware

al Medinaxxx-xxx-xxxx xxx@xxx.com