Norman D. Prasmo | Chat , email and technical support

Working knowledge of Active Directory
Ability to demonstrate strong knowledge and experience supporting Microsoft Windows 7 and Office 2010
Able to work in a team oriented, collaborative environment with a strong customer service focus
Able to be self-motivated and directed, to effectively prioritize and execute task in a high pressure environment
Able to build rapport with a variety of personality types and users at all levels
Able to communicate to and work with senior management and end users
Strong working knowledge of remote access security techniques and products
Email architecture, services and protocols, Outlook configurations, MS Activesync
Citrix, VPN Client and Web
Familiarity with Blackberry, iPhone, Android, and airCard/hotspot mobile devices TCP/IP, internet, intranet, Cisco VPN, Maas 360 and AIRWATCH
Exposure to or knowledge of ITIL practices
9 years of experience resolving technical issues over the phone, chat and email demonstrated troubleshooting and technical ability, and an ability to effectively communicate technical solutions to non-technical Users (Business to business support).