PC Network Support Resume

SUMMARY

I.T. Specialist with extensive experience in PC and hardware supporting 5,000+ users. Received accolades for customer service skills and ability to problem solve. Public Trust Clearance.

PROFESSIONAL EXPERIENCE

Confidential

PC Network Support

Responsibilities:

Migrated 500+ users from Windows XP to Windows 7 with minimal residual call backs.
Troubleshoot hardware and software issues for Windows XP and Windows 7 computers.
Provided technical support for MS Office 2007 and 2010 software issues.
Processed assigned work flow tickets to conclusion following established metrics.
Installed and supported numerous Ad - hoc programs.
Answered user’s questions after resolving software and hardware issues.
Provided end-user training after new PC installations.
Compiled daily report data for upper management in order to track productivity.
Received many outstanding customer satisfaction surveys via emails and work flow tacking ticket surveys.

Confidential

PC Network Support

Responsibilities:

Team Lead of 4 techs for 5000+ computer seat upgrades / replacements.
Migrated 1500+ users from Windows XP to Windows 7.
Trained and mentored the new technicians with daily protocols and procedures.
Developed new install strategies for multiple PC installs to improve consistency, quality and to reduce the time impact for the customers.
Utilized Active Directory to manage computers on the network.
Resolved software and hardware issues via telephone and face-to-face.
Monitored work flow, and managed Remedy tickets to meet established metrics.
Consistently received user and management accolades including many outstanding customer satisfaction surveys.
Provided technical support for Windows XP and Windows 7 software and hardware issues.
Supported and resolved problems relating to MS Office 2007 and 2010.

Confidential

LAN Analyst

Responsibilities:

Lead technician for complex, multi-phase projects related to relocation, moves, hardware and software upgrades.
Installed PC workstations and peripheral equipment, developed new strategies and procedures for more efficient installs.
Assisted with the development path of new technicians in technical, customer satisfaction training, and meeting work expectations.
Lead installer connecting integrated wide area network, configured and tested the communication equipment with the network control center.
Provided training for application users and the LAN administrators.