Information Technology Specialist Resume Baltimore, Maryland - Hire IT People

SUMMARY:

Accomplished Help Desk professional with seven years of progressively more responsible experience providing Level 1 and 2 IT Helpdesk Support in a Three Level System.
Knowledge and experience ranging from basic computer software/hardware diagnostics, repair, and installation through to complex problem resolution for system operations/backup/recovery, and managing system administration including establishing customer security profiles and account management.
Contributes to system and procedural recommendations to improve operational effectiveness.
Adept at providing in - person and remote customer support, on customer service desks, within central offices, globally, communicating with field personnel, and performing field duty.
Experienced serving as customer service desk point of contact while providing single person helpdesk coverage and also working with teams of service personnel.
Recognized for excellent customer service and communication skills, working well with technical and non-technical customers, and for following customer service standards.
Proficient in managing PC-Based and Macintosh Desktops, Laptops, Printers, Scanners

TECHNICAL SKILLS:

Operating Systems: Microsoft Window 10, Windows 7, Windows XP, and Macintosh OS

Laptops/Desktops: Dell, HP, IBM, Lenovo

Printers: HP, Sharp, Dell

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore, Maryland

Information Technology Specialist

Responsibilities:

Provide Level 1 and 2 Helpdesk Support (Three Level System) - conducting computer hardware and software repair and file recovery services at central office and around the world.
Support Office365 accounts by setting up the account on the Outlook 2010 to 2016. (Email, Skype for business, Onedrive, Onenote, Calendar.)
Provide full customer service to central office and remote users while following documented customer service standards.
Provide accurate information to open, update, and close service requests in the program Footprints.
Troubleshoot hardware and software with HP laptops.
Manage user and computer information in Active Directory.
Remotely access customer computers to identify, examine, and resolve problems and installed programs using Kaseya.

Confidential, Baltimore, Maryland

Information Technology Specialist

Responsibilities:

Provided Level 1 and 2 Helpdesk Support (Three Level System) - conducted computer hardware and software repair and file recovery services at central office, and in school buildings.
Provided timely, accurate responses to technical problems on laptops, desktops, and peripheral equipment with operating systems Microsoft Windows XP, Windows 7, and Macintosh OS X.
Ensured appropriate problem recognition, research, isolation, resolution, and follow-up steps.
Provided accurate information to open, update, and close service requests in the ticking program Heat.
Troubleshoot hardware and software with Lenovo, Dell, Apple, and HP laptops/desktops.
Remotely accessed customer computers to identify examine and resolve problems using Dameware.
Installed network and local printers.
Managed users accounts in Active Directory.
Traveled to central office locations and school buildings to investigate / resolve, report problems, and install new computer hardware and software.