We provide IT Staff Augmentation Services!

It Support Specialist Resume Profile

3.00/5 (Submit Your Rating)

NJ

Hire Now

OBJECTIVE:

Experienced IT Professional with supervisory, helpdesk, desktop, hardware, networking support and audio/visual experience. Team player with: core business values, escalation management, leadership skills, metrics reporting, people skills, process management skills, Service Level Agreement SLA management, verbal and written communication skills, responsible, knowledgeable, and multitask oriented.

EXPERIENCE:

Confidential

IT Support Specialist

  • Supporting applications such as, but not limited to, Microsoft Exchange email, Microsoft Office products, Windows operating systems Server 2003, XP, 7 and Mac OS X applications, and other in-house applications as required.
  • Communicating and documenting issues as they pertain to essential support and service using the Numara FootPrints version 10.0.2.
  • Making sure that the network infrastructure is properly maintained by monitoring the performance of the network, checking for security breaches, poor data management practices and making sure that network backups are run VERITAS .
  • Managing the Avaya phone system. Backups once a month. Creating phone/fax extensions, assigning to the appropriate hunt group.
  • Cable pulling / Punching down / Toning out all data/voice connections.
  • Imaging PCs via Acronis / Account creations / Workstation setups / Telephone analog and/or digital programming / Blackberry or iPhone MS Exchange configuration/setup.
  • Responsible for all New Hires / Students Orientation.
  • In charge of all student workers, such as staffing, scheduling and training.
  • Setting up all audio/visual equipment for meetings and special events.

Confidential

  • Within 60 days turned an underperforming Service Desk that was not meeting any of its SLA's into
  • one that met or exceeded all SLA's salvaging the account for my consulting company.
  • Designed and implemented a Quality Audit metric workbook to track Service Desk Analysts SDA's statistics based on established Service Desk SLA's.
  • Created a Lunch and Learn to train SDA's on how to properly log an incident using a case study.
  • Service improvements and efficiencies implemented allowed for expanded support beyond North America to include Europe, Asia, and the Middle East while reducing staff by three headcount for greater cost savings to client.
  • Created an online knowledgebase for the SDA's to assist users.
  • Prepare report on Service Desk Metrics that include all SLA's that are being tracked and reported to management and SDA's.
  • Promoted from within due to recognition of management potential from 15 co-workers.
  • Mentored and coached staff members to allow for career growth for subordinates.

Confidential

Service Desk Analyst

  • Provide troubleshooting of hardware and software installation, network and printer connections, cabling, desktops, docking stations, laptops, modems, and network interface cards.
  • Support multiple operating systems including Windows 2000, and Windows XP Professional.
  • Created and conducted a Lunch Learn on a video conference request.
  • The go to guy for training new service desk technicians.
  • Prepare and distribute aging report to key upper management.
  • Appreciate assignment of additional special projects from manger and supervisor.
  • Designated back up Team Lead when management is out of office.

Confidential

Service Desk/Desktop Support

  • Received calls and emails about issues with associates PCs, network connections, NT logins, RAS, email MS Outlook , Oracle Corporate Time, and phones.
  • Performed PC moves. Evaluated network connections and setup changes.
  • Created new hire accounts with network and email access. Installed required software on their PCs.
  • Deleted accounts, such as email and network, when an associate was no longer with the company.
  • Received shipments of hardware/software, where I had to create tickets for desktop support.
  • Delivered/installed hardware/software for associates.
  • Called manufactures for warranties on monitors, hard drives, ect

Confidential

Helpdesk

  • Provided100 phone support of remote users of web based applications.
  • Dealt with browser configuration, http, JAVA Loading JRE and JVM and hardware compatibility issues.
  • Verified necessary security settings to ensure access to web applications.
  • Helped users who were having trouble logging into the website, by retrieving or resetting their user/password.
  • Assisted clients by showing how to add courses to his/her account, printing an entire course, and checking their status to see if their certificate had been processed.
  • Created tickets, escalated issues by using Heat 8.0

Hire Now
Report an issue

We'd love your feedback!

Privacy Policy
Resume Categories
Client Services
Job Seekers
Visa Sponsorship