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Technical Support Specialist Resume

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Canonsburg, PA

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PROFESSIONAL EXPERIENCE:

Confidential, Canonsburg, PA

Technical Support Specialist

Responsibilities:

  • Support 2 Administrative offices and 180+ remote medical facilities
  • Streamlined Lenovo OSD image via SCCM (Windows 10 and 7)
  • Utilize Active Directory to verify machine and user policy
  • Query ADFS for asset information
  • Manage Tickets and assets via Cherwell and Configuration Manager
  • 2 Factor authentication and SSO environment
  • Create and manage network shares via DFS
  • Maintain compliance via Kaspersky Admin console, SCCM 2012 R2, and Symantec SEE
  • Develop and deploy applications and reports via SCCM
  • Administer user accounts with Active Directory and Manage Engine
  • Mobile device management using Good Mobile and Air Watch
  • Create and manage conference accounts for WebEx and Intercall
  • Responsible for new user onboarding, orientation, and training
  • Content management using SharePoint
  • Comply with Hi - trust, Hippa, and PCI compliance
  • Install and maintain HP network printers in Server 2012
  • Work with Managed Service Providers and Vendors
  • BYOD environment with Android, Windows, and IOS systems

Confidential, Houston, PA

GBS Deskside Support Technician 2

Responsibilities:

  • Provide level 2 onsite and remote support for Joy Global, Inc.
  • Responsible for corporate requests and incidents
  • Document CASD tickets with updates and resolutions
  • Create and utilize knowledge bases for break/fix resolutions
  • Image and customize new Dell system deployments via SCCM
  • Install and configure McAfee Security Enterprise products
  • Travel to assist remote site OS refresh projects
  • Encrypt and diagnose machines encrypted via Bitlocker, Symantec and Guardian Edge
  • Consistently follows company procedures and security protocols
  • Conduct user and new technician education when needed
  • Remotely administer software and system diagnostics when needed
  • Took charge of The Deskside Support s SharePoint pages to create KB s and informative documentations to help make the Tier 2 Group more productive
  • Responsible for AD object management and asset tracking

Confidential, Pittsburgh, PA

Tier 2 Desktop Support Technician

Responsibilities:

  • Provided level 2 support for 1100 local and 2100 remote users for Thermo Fisher Scientific
  • Fulfilled cliental needs through the CA Service Desk Ticket System (incidents and requests)
  • Led the support IMAC process by imaging, configuring and deploying Dell systems (MS MDT)
  • Provided efficient times in cleaning, backing up, reimaging and restoring corrupted machines
  • Managed workstations, users and their group memberships via Active Directory
  • Resolved application conflicts within the Microsoft Windows XP Pro and 7 Environments
  • Solved multiple Microsoft Outlook PST, calendar and SYNC issues
  • Diagnosed, decrypted and backed up machines through BartPE and WinPE live systems
  • Installed and maintained McAfee Endpoint Encryption, VSE 8.8 and Host Intrusion Protection
  • Remotely supported end users by means of Windows RDP, HP Altiris and built in Domain tools
  • Configured, installed and maintained HP network printers
  • Prepared user manuals and knowledge base material that would assist all Tier Groups
  • Assisted in the training of new and temporary Desktop Support employees
  • Setup Avaya terminals and assisted in the supporting software and configurations
  • Migrated user profiles and data to Windows 7 Enterprise
  • Handled asset inventory including computers, dock stations and other technical accessories
  • Distributed software and calculated software inventory via the Altiris Server Console

Confidential, Pittsburgh, PA

IT Technician Contractor

Responsibilities:

  • Represented multiple technical support companies providing onsite Desktop Support
  • Supported workstations by removing virus issues and resolving network connections
  • Ran TV, data and voice lines during business hours ensuring minimal down time
  • Maintained 100% positive feedback for customer service and work quality
  • Installed VOIP systems, workstations, servers, LCD TV s and financial transfer systems
  • Provided structured wiring installations and solutions
  • Replaced failed hardware for multiple commercial clients

Confidential, Pittsburgh, PA

Broadband Technician and Desktop Support Technician

Responsibilities:

  • Installed TV, voice and data services to residential and commercial customers
  • Educated customers and technicians of new and upcoming Broadband Technologies
  • Gained experience in the dispatching and supporting field technicians
  • Provided services for confidential ( Confidential ) as a technician representing Confidential IT Professionals Group
  • Upgraded audio cd scanners, servers and TV amplifiers for multiple Wal - Mart stores
  • Resolved any Desktop Support based issues affecting the corporate headquarters

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