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