Seén Cox
Winston Salem,NC
Summary
Highly skilled IT Support Analyst with a track record of providing technical assistance and ensuring the smooth operation of IT systems. Seeking to contribute expertise in diagnosing and resolving hardware/software issues to elevate customer satisfaction within a dynamic IT team. Seasoned Support Engineer well-versed in supporting users and troubleshooting common problems. Versatile professional bringing remarkable understanding of [Type] operations and resilient nature focused on finding root causes and making permanent improvements. Offering [Number] years of experience working in high-pressure environments to address customer concerns and questions.
Overview
4
4
years of professional experience
Work History
Tier 2 Support
pepsico
01.2022 - 09.2022
- Resolved routine and complex issues, achieving a 20% reduction in escalated incidents through effective troubleshooting and resolution
- Conducted basic troubleshooting on Windows, Mac, iOS, and Android devices, managing critical customer issues and ensuring seamless communication between customers and technical teams.
Tier 2 Support
ABbvie - c3i
04.2021 - 12.2021
- Provide L Support for VARs, Distributors, service providers, enterprise customers, and end users via telephone, e-mail, and MS Teams Support local office with user setups and support requests requiring local hands-on attention
- Troubleshoot complicated hardware and software issues, replicate customer environments hardware setup Muti- Board printing and presentation.
Tier 2 Support
Kontoorbrands
11.2018 - 04.2020
- Assisted remote users with desktop and applications support requests onsite and remotely
- Supported Apple Users with new user setup, password reset, and external hardware setup
- Managed backup tape storage replenishment and offsite pickup with Iron Mountain.
Field service Support
collins aerospace
Current
- Provided timely technical support for system hardware, software, and networking issues, ensuring 95% issue resolution within defined SLAs
- Installed operating system and application software, administering Microsoft Active Directory, Office 365, and Exchange environment
- Demonstrated exceptional customer focus, resulting in consistently high customer satisfaction scores.
Education
Diploma -
Sauk Career Center
01.1984
Skills
- Technical Troubleshooting
- Customer Service Excellence
- IT Service Management (ServiceNow, Remedy Force, ServiceDesk)
- Cloud Computing (Office 365, Windows Server, Active Directory)
- Mobile Device Management (BES, VMWare Workspace One, JAMF)
- VOIP and Teleconferencing Systems
- Network Infrastructure (WAN/LAN, DHCP/DNS, Ethernet, Firewall)
- Server Administration (SCCM, AD, Security)
- Server Management
- Application Support
- Software Installation
- Operating Systems
- Remote Support
- Advanced Troubleshooting
- Network Administration
- Incident Management
- System Configuration
- Customer Support
- Remote Assistance
- User Support
- Hardware Troubleshooting
- Application Installations
- Technical Analysis
- Troubleshooting and Diagnostics
- Troubleshooting Skills
- System Administration
- Hardware and Software Installation
- Quality Controls
- Project Coordination
- Project Management
- Technical Writing
- Quality Assurance
- Technical Documentation
- Web Security
- Technical Support
Timeline
Field service Support
collins aerospace
Current
Tier 2 Support
pepsico
01.2022 - 09.2022
Tier 2 Support
ABbvie - c3i
04.2021 - 12.2021
Tier 2 Support
Kontoorbrands
11.2018 - 04.2020
Diploma -
Sauk Career Center
Similar Profiles
Brandon DixsonBrandon Dixson
Warehouse Technician at PepsiCoWarehouse Technician at PepsiCo
Brandon MillerBrandon Miller
Warehouse Worker at PepsiCoWarehouse Worker at PepsiCo
Mukul MansukhaniMukul Mansukhani
Revenue Management Lead – Beverages MENA REGION at PepsiCoRevenue Management Lead – Beverages MENA REGION at PepsiCo
Victoria BlackmerVictoria Blackmer
GM Sr. Lead at PepsiCoGM Sr. Lead at PepsiCo
Ezabai DiazEzabai Diaz
Cherry Picker at Chewy Fulfillment CenterCherry Picker at Chewy Fulfillment Center