tony tuck

Provided technical support over the phone, email, and remote sessions with GoToAssist for ProSystem Fx Tax applications. File access errors. Corrupted program or return files. Locked returns. Installation problems. Connectivity issues. General instruction on the program and the support website. Helped customers configure their servers and workstations for best practices to solve and prevent issues. Permissions, Replication services, Security exceptions for specific executables and ports. Assisted customers recovering from data loss. Which files to restore, the best methods to get them processed in depending on the situation, and what they should do if there is nothing to recover from. Documented very detailed tickets to make any future issues were easier to narrow down or if we had to get them over to a different department if they had other issues outside the tech scope of things.

* Provided fast and effective technical support over the phone and by email to both residential and business customers. * Provisioned services and configured equipment related to DSL and VOIP technologies. * Configured and fixed customer's computers that were brought into the office and by remote desktop. * Supported a wide range of operating systems, email clients, and internet browsers including smart phones.

* Provided support for various NetApp FAS and SAN environments including CIFS, NFS, iSCSI and FC. * Resolved hardware issues and failures including hard drives, disk shelves, SAS/FC modules and cabling. * Assisted customers with space accounting, performance, backups, snapshots, deduplication, along with various Netapp proprietary software. * Provided support for NetApp system integration with virtual environments, mainly VMware vSphere. * Kept detailed documentation on issues, verify any known bugs, routed cases to correct SME groups as needed.

Electronic Basics A+ Network+ Server+ Security+ Microsoft 70-270 MCSE/MCSA Windows XP Pro Microsoft 70-290 Managing and Maintaining a Windows Server 2003 Environment Microsoft 70-291 Implementing, Managing, and Maintaining a Server 2003 Network Infrastructure CWNA (Certified Wireless Network Administrator)