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Brett B. Status: Offline
Tampere, Finland

ITC Helpdesk and Customer Support Specialist

Hello there.✨ IT and Customer support specialist with more than 20 years of experience in the field. I am a very easygoing person, however, I care a lot about perfection in projects and take my work seriously. 🟢 I will:🎯 🟢Manage and maintain consistency of software configurations for the Citrix & VMWare environments. 🟢Manage VOIP phone users, hunt groups, shortcodes, incoming call routes, time profiles, and auto attendants. 🟢Manage the PC refresh program transferring all user data remotely and installing required software applications. 🟢Work with domains and network protocols such as TCP/IP, DHCP, and SNMP. 🟢Analyze, diagnose and resolve problems on hardware, software, OS, applications, and devices. 🟢Interface with in-house customer service and user setup personnel to determine solutions. 🟢Implement and maintain DHCP, GPOs, file permissions, and shares. Install and troubleshot Citrix XenApp on remote machines. 🟢Resolve issues or escalate them to the appropriate team for resolution. 🟢Prioritize each call, and escalate calls based on service level. 🟢Make changes to domain registration DNS for various applications such as google apps. 🟢Analyze end-user VPN and Internet access connections to provide secure access to the network resources. 🟢Assist users with MFG/Pro password resets, and clearing print jobs, configure VPN client software. 🟢Provide worldwide support to users as it pertains to accounts, query setup, and understanding of query results. 🟢Ghost for converting hard drive content to a virtual disk format such as VMware's VMDK file. 🟢Assist in blackberry account management; create & modify new accounts, and troubleshoot various issues if necessary. 🟢Respond to questions from callers and identify problem locations, document case details, and troubleshoot within the company guidelines. 🟢Develop a system for tracking loaner laptops and procedures for automatic re-imaging of return equipment. 🟢Provide installation, configuration, and troubleshooting of various software and web-based applications on laptops and desktops. 🟢Provide support for remote employees and general troubleshooting/resolution and perform limited system engineer duties including PC and server configuration 🟢Handle operating system issues, TCP/IP, installs, upgrades and troubleshooting. 🟢Assist in the design, implementation, and support of all TCP/IP and satellite network connections. 🟢Provide customer support for agency information systems and operate office equipment in a stand- alone, network, and mainframe environment.
Work history
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Skills

Skills

  • Technical Support
  • Troubleshooting
  • Email Support
  • Linux
  • Hardware Troubleshooting
  • Network Administration
  • Desktop Support
  • Windows Administration
  • Helpdesk
  • Antivirus & Security Software
  • Microsoft Server
  • WHMCS Development

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