IT Technical Support Resume MD - AZ - Hire IT People

SUMMARY:

Over fifteen years of experience implementing and supporting a wide range of technologies & processes.
Proven ability to work independently and within a team to exceed goals in fast - paced / high pressure environment.

PROFESSIONAL EXPERIENCE:

IT Technical Support

Confidential, MD - AZ

Perform troubleshooting and resolve issues both on site and remote to user (from basic user to C suite clientele)
Provide service desk support via phone, email, and personal desk side
Establish new user accounts, develop/assign group policies per best practices, manage integrity of data/tiers for networks
Utilize remote desktop software including LogMeIn and TeamViewer, update ticket system in Square POS
Image and deploy Windows 10 systems and peripherals to user stations - home and small business
Capture backups of user data and maintain backup integrity
Remove viruses and other threats from user systems
Operate as a field technician for mobile service where required
Responsible for managing CRM software to track clients and purchases, ensuring strong client relations
Oversee the organization and functionality of the client database
Use database findings and analytics to predict future trends and capitalize on current ones
Design and present e-marketing campaign ideas and material
Gather information and analytics to prepare for each e-marketing campaign launch
Execute the campaign and track results in order to increase ROI

IT Support Lead

Confidential, Rockville, MD

Responsible for testing, deploying, and integrating lead generation channels into the CRM database
Target and improve problematic IT related processes in order to proactively ensure smooth operation
Train and supervise users on MS Office, Salesforce/Hubspot CRM and various specific SaaS environments
Responsible for all metrics tracking, production reporting, periodic security auditing
Develop and maintain processes for the company relevant to government and regulatory compliance
Manage online lead acquisition and retention as well as track and monitor conversion rates
Establish and maintain cloud document systems ensuring data security/integrity as well as business continuity
Add new hardware, peripherals, software to existing networks - log and manage software licenses
Ensure updating of OS patches and AV software updates, perform security training of team members
Manage technical needs of up to 18 users at one time
Daily interaction with multiple stakeholders, supervised client care processes for over 400 transactions

TECHNICAL SKILLS

Microsoft Windows operating systems
Microsoft Office suite & 365 (Word, Excel, Outlook, SharePoint, Etc…)
Google Cloud Applications (Google Analytics, Google Drive, Etc…), AWS Cloud Architecture/Security
Virtual storage and backup management software (Box, Dropbox, etc…)
Salesforce and Hubspot CRM Database software
Active Directory and account management, Adobe Acrobat Pro