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Corey
cebealina@gmail.com
863-289-7987
Winter Haven, FL 33884
Software Technical Support Specialist
6 years experience W2
0
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Average rating
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Summary

Experience
Software Technical Support Specialist
Information Technology
Aug 2020 - present
  • Handling customer technical support cases for program management, scheduling, billing, and automated marketing software through phone and email submission using Bomgar, internal ticketing system, and SQL Management Studio
  • Updating the company website with tech tips, brief documents or video tutorials
  • Evaluating system potential through assessing compatibility of new programs with existing programs
  • Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
  • Maintain client confidence by continually furthering education on the Green Industry and software best practices
  • Preparing reference material for users by drafting operation instructions
SQL Billing Technical Support Customer Service
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Technical Support Analyst
Information Technology
Sep 2017 - Jun 2020
  • Supported Windows and Apple computers, mobile devices, network devices, and other technology needs for 2500 end users at many different locations via phone, email, and in-person
  • Maintained users and computers and performed troubleshooting using Active Directory, Group Policy, VMWare VSphere, and in-house troubleshooting tools
  • Created tickets and managed ticket flow in Maximo ticketing system
  • Configured and deployed new and replacement computers using SCCM and manual software installations
  • Supported applications and devices for specialized users including Public Safety, GIS, and Utility Services
  • Collaborated with Network and Information Security teams and individual application specialists to resolve user issues
  • Managed migration of over 2000 employees from network storage to OneDrive for Business
  • Worked after-hours on-call rotation and helpdesk rotation
  • Operated City vehicle to travel to numerous service locations
  • Wrote and edited technical notes, guides, and other documentation for end users and IT colleagues
VMWare Windows vSphere Problem Solving MS SCCM Mobile Devices Maximo Information Security Group Policy GIS Employ Documentation Apple
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Technical Support Specialist
Information Technology
Mar 2016 - May 2017
  • Remotely supported GPS devices, mobile apps, and web apps for end users via phone and email
  • Created tickets and managed workflow in in-house CRM system
  • Created custom forms for mobile apps from paper forms or from scratch to fit customer requirements
  • Designed and wrote documentation on products, software, and troubleshooting techniques
  • Assisted software engineers with troubleshooting device configurations and firmware
  • Acted as primary trainer of new Technical Support staff
  • Created structure and wrote content for internal company Wiki
No skills were added
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Technology Resource Specialist
Mar 2015 - Nov 2015
Responsibilities Answers Help Desk phone and either assists users remotely or assigns Zendesk tickets to relevant staff Performs hardware, software, and network troubleshooting, upgrades, and updates on Windows 7/8 PCs, Apple computers, local and network printers, and smartphones Supports classroom multimedia hardware and software including projectors, document cameras, sound systems, and video teleconference equipment Assists in managing and prioritizing tickets based on appropriate team, urgency, and ticket duration Accomplishments Matched or exceeded ticket resolution of other Information Technology staff within a month of starting position.
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Edit Skills
Non-cloudteam Skill
Education
Performance
Stetson University 2014
Certifications
A+ Certified
Network+
Security+
Assessments
Technical Support - Expert
Performing software, hardware, and network operations
Full results: Expert
Customer Service - Expert
Identifying and resolving common customer issues
Customer Focus & Orientation - Highly Proficient
Responding to customer situations with sensitivity
Full results: Highly Proficient
Technical Support: Customer Situations - Highly Proficient
Responding to technical support situations with sensitivity
Following Directions - Expert
Following multi-step instructions
Analyzing Data - Highly Proficient
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data
Written Communication - Expert
Best practices for writing, including grammar, style, clarity, and brevity
Logic & Critical Thinking - Expert
Using logic to solve problems
Cognitive Ability - Highly Proficient
Combining pieces of information to form general rules or conclusions
Typing - Expert
Transcribing text using a standard keyboard
Proofreading - Highly Proficient
Proofreading written texts
Indeed Assessments provides skills tests that are not indicative of a license or certification, or c
development in any professional field
Skills
Apple
2020
3
Documentation
2020
3
Employ
2020
3
GIS
2020
3
Group Policy
2020
3
Information Security
2020
3
Maximo
2020
3
Mobile Devices
2020
3
MS SCCM
2020
3
Problem Solving
2020
3
VMWare
2020
3
vSphere
2020
3
Windows
2020
3
Billing
2021
1
Customer Service
2021
1
SQL
2021
1
Technical Support
2021
1