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M. Wesley Harrell

M. Wesley Harrell

Systems Administrator

Followers of M. Wesley Harrell53 followers
location of M. Wesley HarrellAtlanta Metropolitan Area

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  • Timeline

  • About me

    Technical Analysis and Documentation

  • Education

    • Coosa High School

      1997 - 2000
      Graduate General Studies Honor Graduate

      Activities and Societies: Chess Club, Academic Decathlon Award for Outstanding Achievement in the Field of Foreign Language

  • Experience

    • Inland Paperboard & Packaging

      Jul 2000 - Sept 2003
      Systems Administrator

      ● Provide on-site support to resolve technical problems encountered by internal employees, including Active Directory account creation and maintenance, network connectivity, hardware\software installation and upgrades, printers and copiers, and mobile devices.● Performed migration to Windows Server 2000 and Windows XP system-wide

    • Universal Tax Systems

      Sept 2003 - Nov 2008
      Technical Support Specialist

      ● Provide phone-based support, along with remote assistance utilities, to resolve technical problems encountered by end-users of specialty software, and document support provided in order to assist with escalation and/or future issue resolution.● Achieved consistently above average First-Call Resolution rate● Requested annually to assist Development team with Quality Assurance testing of upcoming product release● Obtained Level III, providing exclusive support for high-value customers with larger numbers of systems and/or more technically complex configurations, to accommodate high volume of business, as well as providing pre-escalation support to Level I and Level II Technical Support.● Entrusted with producing training material and providing technical on-boarding training courses for new hires, as well as department A+ initiative, gaining a 100% department-wide success rate of CompTIA A+ Certified Technical Support Specialists Show less

    • Murphy-Harpst Children's Centers

      Apr 2010 - Aug 2014
      IT Specialist

      ● Provide on-site and phone-based support, to resolve technical problems encountered by internal employees, including Active Directory account creation and maintenance, network connectivity, hardware\software installation and upgrades, printers and copiers, mobile devices, and video security systems

    • Wolters Kluwer Tax & Accounting US

      Sept 2014 - Nov 2018
      Product Support Specialist

      ● Provide phone-based support, along with remote assistance utilities, to resolve technical problems encountered by end-users of specialty software, and document support provided in order to assist with escalation and/or future issue resolution.● Achieved consistently above average Customer Satisfaction rating and Net Promoter Scores● Obtained highest historical Customer Satisfaction rating for all support departments in call center as of Nov 2018

    • KaVo Kerr

      Mar 2019 - Mar 2021
      Technical Support Specialist

      ● Provide phone-based support, along with remote assistance utilities, to resolve technical problems encountered by end-users of specialty software, and document support provided in order to assist with escalation and/or future issue resolution.● Awarded highest evaluation score among all participants of on-boarding training

    • Wellstar Health System

      Apr 2021 - now
      Workstation Technician

  • Licenses & Certifications

    • A+

      COMPTIA
      Nov 2004