We provide IT Staff Augmentation Services!

Support Representative Resume

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OBJECTIVE

  • Reliable, energetic and diligent worker, seeking IT career opportunity within a company that values teamwork, strong work ethic and growth.

SUMMARY

  • Ability to analyze network performance to determine network usage, and server function.
  • Understanding of configuration parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllersmultiplexers, or related networking equipment.
  • Diagnose, troubleshoot, and resolve hardware, software, or other network and systems problems, and replace defective components when necessary.
  • Operate master consoles to monitor the performance of computer systems and networksand to coordinate computer network access and use.
  • Load computer tapes and disks, and install software and printer paper or forms.
  • Configure, and test computer hardware, networking software and operating system software.
  • Able to create passwords for users and groups on servers
  • Operating system knowledge of Linux/Unix, Microsoft Windows (including servers)and Machintosh.

TECHNICAL SKILLS

  • Windows 7 migration Adobe AVG XP/Vista Software Installations and Upgrading
  • Windows 8 MS Office Linux Active Directory/Citrix/VPN MS Windows Server 2003/2008 Troubleshooting Android/Smartphones/Tablets

PROFESSIONAL EXPERIENCE

Confidential

Support Representative

Responsibilities:

  • Provide software technical support to Metamation Customers
  • Escalate customer cases to tier 2 technical team and record customer cases and activity in the CRM software
  • Sign up customers of Annual Maintenance Contracts (AMC), addition solutions to the on - line knowledge base
  • Install software online for new customers and setup Client/Server software
  • Send maintenance renewal notices to customers as they fall due.
  • Install windows applications on servers and clients and prepare software installation and shipments for new orders
  • Contact customers through inbound calls, chat and e-mail to resolve customer support cases
  • Knowledge of the following Operating Systems - Windows Desktop and Server, OS installation and server admin
  • Self-motivated with good communication, interpersonal, and organizational skills

Confidential

IT Desktop Support

Responsibilities:

  • Using troubleshooting and technical skills, performs corrective and maintenance actions either remotely or at the user s location to resolve the issue problems.
  • Unboxing and setting up monitors, phones, desktops, and move printers, monitors, and other equipment as needed.
  • Resolves end user request through follow - up with customers, tracking all request and their resolutions within department call tracking database.
  • Build new systems, configures, run diagnostics, and distributes new hardware and performs software installations, imaging, and upgrades.
  • Provides technical support of all computing hardware (desktop, laptops, and printer) operating systems and associated software applications.
  • Provides status reports, problem summaries and project status as required.
  • Knowledge of Microsoft Windows, Office Products, Work station hardware and software/Work station Troubleshooting.

Confidential

IT Network Analyst

Responsibilities:

  • Provided operational support for Windstream s service provider data network
  • Took call captures via the Media servers (CR) and checked for call quality (Jitters, Static, etc )
  • Perform call trace and analyze the SIP messaging between Windstream s and the customer/Interexchange carrier s equipment.
  • Handled 20 - 25 incoming calls/emails to open tickets for customers daily
  • Analyzed calls setup using network traffic analyzer tools IRIS and IAS
  • Provisioned phone numbers (DID) in the 5E and Genband (G9) switches
  • Communicate with switches and routers via Unix

Confidential

IT Help Desk Analyst

Responsibilities:

  • Provide first line support for any information technology issues and problems.
  • Provide assistance by phone, email and/or using a ticket management system.
  • Track user account creation, changes and deletions.
  • Perform password resets and re - certifies tokens.
  • Maintain user accounts including rights, permissions and systems groups.
  • Quickly and accurately determine incident scope and impact.
  • Follow up on tickets at pre-defined intervals until resolved.
  • Installing hardware and software solutions
  • Assign users and computers to proper groups in Active Directory

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