Christopher Moore
Westwood,MA
Summary
Resourceful technical support engineer capable of thinking outside the box - I place the customer (or user) first and make their issues my own. I feel that I am best described by the attached Accolades document. It can really help someone get to know me
Overview
14
14
years of professional experience
Work History
Technical Support Analyst
AstraZeneca Pharmaceuticals
12.2022 - Current
- Role is in keeping with standard Tier 2 technical support
- Accountable for ensuring the ‘effective delivery' of Corporate IT Enterprise Technology Services to global customers through the Global ‘AskIT' service and the effective delivery of deskside support services
- This means delivering various tasks such as incident and/or demand management, act as hand & eyes for the central teams, process adherence, service improvements and satisfaction measures, Asset management and stock inventory of any IT equipment on site to support Joiners, Movers and Leavers processes
- Additionally, any other key processes that contribute to the overall customer experience of the IT services
- Responsible for the end user experience and delivery of end user IT services
- On site “Tech Bar” role
- Replied to customer queries via email, messaging systems and support ticket platforms
- Provided support via remote desktop software, diagnosing customer issues over private and public networks
- Collaborated with teams to solve technical customer problems across product suites
- Resolved complex technical problems through root cause analysis techniques
- Provided remote assistance to end-users when needed
- Assisted users with password resets and account lockout resolutions
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
Technical Support Analyst
NTT DATA Services
02.2020 - 12.2022
- Stationed at Astrazeneca/Alexion in Boston, i started work as a contractor, providing the same support at the Tech Bar.
Technical Support Analyst
01.2010 - 02.2020
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes
- Primarily worked with residential IT issues, which involved general malicious software removal, PC Tune Ups, Supporting the user in purchasing what they need, protecting their computers with proper Internet Security Solitons
- This also involved on-call break/fix support
- Some small business clients including law firms where i built and maintained Windows Small Business Servers
- Built custom computers
- Performed physical hardware repair on both desktop and laptop computers.
Education
High School Diploma -
Stoughton High School
Stoughton, MAundefined
Some College
Boston, MASkills
- Debugging
- Application Installations
- Application Support
- Technical Issue Analysis
- Disaster Recovery
- Troubleshooting and Diagnostics
- Strategic Planning
- Remote Technical Support
- Customer Service
- Technical Support
- Performance Testing
- Software Installation
- Systems Analysis
- Hardware Diagnostics
- User Support
- Data Recovery
- Technical Troubleshooting
- Hardware and Peripherals
- Some Linux Programming and OS Experience
- LAN/WAN
- Microsoft Outlook
- Account Updating
- Technical Documents Comprehension
- Hardware Upgrades
- Issue Troubleshooting
- Appointment Scheduling
- DHCP/DNS Ethernet and Firewall Proficient
- Product Troubleshooting
- MS Office Proficiency
- Antivirus Software
- Windows XP/Vista
- Critical Thinking
- System Configuration Changing
- Software Debugging
- Issue Research
- Performance Optimization
- Teamwork and Collaboration
- System Troubleshooting
- Problem-Solving
- Software Updates
- Process Improvement
- Interpersonal Communication
- Technical Documentation
- Product Knowledge
- Root Cause Analysis
- Technical Expertise
- Some Scripting Language Experience
- Windows Servers
- Troubleshooting and Diagnosis
- Attention to Detail
- Malfunction Diagnosis
- Issue Escalation
- LAN and WAN Assessment
- Organizational Skills
- Desktop Partitioning Software
- Access Management Software
- Windows 10
- Friendly and Patient
- PC Component Diagnostics
- Responding to Technical Questions
- Computer System Maintenance
- Desktop Support
- TCP/IP
- User Experience
- Hardware Repair
- User Guidance
- Collaborative Team Player
Timeline
Technical Support Analyst
AstraZeneca Pharmaceuticals
12.2022 - Current
Technical Support Analyst
NTT DATA Services
02.2020 - 12.2022
Technical Support Analyst
01.2010 - 02.2020
High School Diploma -
Stoughton High School
undefined
Some College
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