SQL Server,MySQL
15
Christopher McGuire
Atlanta,GA
Work Availability
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Overview
1
1
10
10
years of professional experience
5
5
years of post-secondary education
Summary
- Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
- Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
- Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.
- Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Skills
- Helpdesk Call Support
- User Experience
- Wireless Area Networking
- Backup and Recovery
- Hardware Replacement
- Vulnerability Testing
- Case Support
- Component Replacements
- Software and Hardware Implementation
- Patch Implementation
- Root Cause Support
- Technical Support and Assistance
- Telecommunications Network Oversight
- Microsoft Windows and Office
- Troubleshooting Network Issues
- LAN and WAN Assessment
- Remote Access Software
- Network Infrastructure Support
- Support End-Users
Work History
Verint Support Engineer - Remote
Conifer Health Solutions LLC
Atlanta, GA
01.2023 - Current
- Participate in customer calls to discuss, diagnose and resolve live issues, working together with support and engineering teams to provide efficient resolution to customer issues.
- Collaborated with outside departments to implement system-wide improvements.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Resolve complex and new problems by processing alternatives and balancing pros and cons.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Airport Ramp Agent
Delta Airlines Global Services
Atlanta, GA
01.2022 - Current
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Connected electrical power unit and hoses to aircraft.
- Coordinated ground crew activities to complete objectives on schedule.
- Positioned and towed aircraft from remote locations of airport to designated areas for operation.
- Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
- Cleaned airplanes between flights, sanitized lavatories, and seat trays as per company specifications.
Contact Center Support Solutions Specialist
BayLight Solutions
Cumming, GA
05.2019 - 06.2023
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Supporting third-party enterprise call recording ,Speech system by monitoring, troubleshooting problems on Verint Impact360 and V15.1 call recording system
- Provide in-house technical support for on-site specialized experience with Verint Impact360
- Manage IRS KISAM - Knowledge Incident/Problem Service and Asset Management to troubleshoot tickets to identify, research, resolve technical issues
Retail Customer Sales Associate
Jos A. Banks
Alpharetta, GA
07.2018 - 01.2023
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Informed customers about special promotions and provided detailed information for various products.
Senior Application Analyst
First Data Inc
Atlanta, GA
04.2013 - 05.2019
- Supporting third-party enterprise call recording system by monitoring and troubleshooting problems on Verint Impact360 and V11.1, V15.1 call recording system
- Project Assistant on Verint projects within organization for site conversions upgrades
- Strong knowledge of experience with project management skills for all Verint products
- Provide technical solutions to complex business problems for positive resolutions
- Manage trouble tickets to identify, research, resolve technical issues
- SME (Subject Matter Expert) direct Application Analyst for Verint Impact 360
- Integrate analytical skills to work with vendor for installation, configuration, proof of software design
- Maintain current expertise to keep abreast of rapid developments in industry through education, and hands-on experience to make recommendations on future directions
Education
High School Diploma -
East Atlanta High School
Atlanta, GA 09.1971 - 06.1976
Accomplishments
- Certified Senior Application Analyst , Verint Impact360 - 2019- Current
Software
Microsoft Office 360
ServiceNow Ticketing system
Microsoft Operating software
KISAM Ticketing System
KACE System Management Appliance
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