ANDREW S. JULES
Soddy,TN
Summary
Technical support professional bringing valuable experience to role. Known for effectively resolving technical issues and enhancing user experiences. Highly collaborative, with strong focus on team synergy and adaptability. Skilled in diagnosing and addressing technical challenges with proficiency and reliability.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Technical Support Specialist II
Ricoh USA
Lawrenceville, GA
07.2015 - 03.2026
- Provide Nationwide support for the United States & Canada, Responding to incoming support incidents (i.e., telephone, chat, email, text and video) in a timely manner.
- Discovers the root cause of customer issues, using test labs, company knowledge bases, customer information, department collaboration, and identify the actions required to resolve.
- Utilize correct escalation procedures on all unresolved issues outside the range of expertise.
- Ensures high-level customer satisfaction by providing pre-sales technical support for products sold or supported by Ricoh.
- Assist customer with troubleshooting software, hardware, network, and security vulnerability issues, by viewing security logs to provide Resolution.
- Install software updates, security patches and firmware on printer servers and printers.
- Coordinate with vendors for equipment supply and support.
- Performs other duties as assigned.
- Resolved technical issues for clients, ensuring high customer satisfaction and retention.
- Provided training and support to end-users on hardware and software functionalities.
Help Desk Analyst
Phelan Hallinan & Jones, Atlanta GA
Atlanta, GA
08.2012 - 05.2014
- Provide Tier II Technical Support for 500+ employees at multiple remote sites, and lead tech over the GA office.
- Responsible for assisting Senior Network Engineer in areas of design, configuration, testing, and implementation of IT solutions.
- Perform preventative server and desktop maintenance, update system patches, and anti-virus, set up, and assist in the configuration of end-user PCs, software, peripherals, install local area network cabling systems, network hard drives, switches, and server build out and maintenance.
- Utilized Active Directory to develop and modify user accounts profiles, assigned permissions, create security groups, and join PCs to domains.
- Responsible for managing disaster recovery tasks, such as the backup of user data via Storage Area Network (SAN) and tape devices.
Digital Field Service Engineer
Canon Business Solutions, New York NY & Norcross, GA
New York, NY
08.2005 - 08.2012
- Respond to assigned calls, emails and user requests for technical support.
- Provided hardware & software support, including installing, configuring, upgrading and troubleshooting printers, faxes, workstations, servers and resolved network issues.
- Provided support to customers where the product is highly technical or sophisticated in nature.
Education
Bachelor of Business Administration - Information Technology
Monroe College
Bronx, NY08-2009
Skills
- Windows System Administrator (Windows 11 Pro, Server 2016/2019/2022/2025
- Mac OS X and Linux Administration
- Office 365 for Admins, Exchange Sever
- Manage Secure Networks
- Technical troubleshooting
- Remote support
- Incident management
- Troubleshooting and diagnosing
Certification
A+, Network +, Security +, Advance Certified Printer Technician (CPT
Timeline
Technical Support Specialist II
Ricoh USA
07.2015 - 03.2026
Help Desk Analyst
Phelan Hallinan & Jones, Atlanta GA
08.2012 - 05.2014
Digital Field Service Engineer
Canon Business Solutions, New York NY & Norcross, GA
08.2005 - 08.2012
Bachelor of Business Administration - Information Technology
Monroe College
Summary of Qualifications
- 20 + years of networking and technical hands-on experience
- Lead tech who managed the GA office and 300+ employees at multiple remote sites
- Performed security patches, firmware updates, and check security logs
- Utilized Active Directory to control use accounts
- Manage disaster recovery task, such as frequent backups of user data
- Created and manage email accounts with Exchange server 2016/2019
- Use test labs, and company knowledge base to provide support
- Install wiring and cabling for networking and testing
- Operate Service Now, Sales force, and Oracle R12 ticking system
- Setup and support servers, PC's, printers and LAN equipment
- Knowledge of Windows platforms, Mac OS X, Linux, IOS, and Android platforms
- Use test labs, company knowledge base, and wire shark package capture to check data traffic.
- Certified Printer Technician (CPT) for 15 years