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Pc Support Technician Resume

Houston, TexaS

SUMMARY:

Forward thinking IT Certified Technician with a goal oriented drive to improve quality standards and practices. I am a team leader with a proven ability to collaborate and promote individual growth; established in systems administration via my time at EASI, and Confidential & PC Support (including expert knowledge in advanced virus removals); knowledgeable in website design, network management, and server management; and experienced in diagnosing, resolving and documenting (per ISO 9001) hardware and software problems efficiently and providing end user support.

TECHNICAL SKILLS:

Operating Systems: MS DOS, Windows Pro XP/Vista/7/8.1/10, OS X 10.5 - 10.11, Windows Server 2003

Hardware: Sonic and Consumer-end Routers-Firewall, Dell Gpbs Switches, IP Telephony Push-pin System, Ricoh and Consumer-end Printers, Dell and HP Servers

ERP: Deltek Costpoint 6.1, GCS Premier, Query Writer

Pro Software: Remote Desktop/Bomgar/Logmein/TeamViewer, Cisco WebEx/InterCall Unified Meeting/ Microsoft Live Meeting, VMWare, Exchange Server 2003, Active Directory, Office Suite /365, Symantec Backup Executive Suite, Adobe Production Studio/Design Premium CS2-3

Web: HTML, CSS, Google Analytics, Google Adwords, Yahoo Search Marketing

PROFESSIONAL EXPERIENCE:

Confidential, Houston, Texas

PC Support Technician

Responsibilities:

  • Provide on-site professional support for systems, processes, applications, and accounts on a corporate level
  • Ascertain vital client data, organize specialized groups for cooperative support requests
  • Created new hire training and reference documentation
  • Advisor to management on ticketing system acquisition, documentation, and metrics

Confidential, Houston, Texas

Helpdesk Support

Responsibilities:

  • Company focused on excellence of support and customer satisfaction and retention.
  • Diagnose and troubleshoot OS X and OS X application related issues.
  • Diagnose hardware issues with Mac portables and desktops.
  • Concentration on 90% overall satisfaction and first call resolution
  • Utilize customer service tracking application to troubleshoot tickets, providing end-to-end resolution of account management requests in compliance with escalation procedures.
  • 4 months in, volunteered for chat pilot program and am assisting with sanding the overall guidelines of this position for future recruits.

Confidential, Houston, Texas

Solutions Engineer

Responsibilities:

  • Company focused on technical support for personal environments, small businesses to Fortune 500 company clientele.
  • Focused on customer relations and average handle time improvement for Confidential as a whole.
  • Provide staff and upper management with performance improvement driven documentation as well as reference and service delivery guides.
  • Troubleshoot, diagnose and repair LAN/WAN issues, PCs, desktops, laptops and peripherals; sustain a personal resolution rate of 95+% for online helpdesk servicing Canada and the U.S.
  • Resolve 10-15 remote support requests daily; perform spyware and virus removal for customers; utilizing a cloud-based technology platform to run comprehensive diagnostics of client issues.
  • Connect and secure printers, scanners and digital devices from set-up to completion; contributing to a team goal of 98% SLA /Service Level Agreement with customers.
  • Utilize customer service tracking application to troubleshoot tickets, providing end-to-end resolution of account management requests in compliance with escalation procedures.
  • Created custom manuals to operate client specific software, effectively reducing call time and frustration among fellow co-workers.
  • Volunteered for specific pilot clients, as well as new OS support, as they were opened, adapted current Service Delivery Guides, and lead new recruits into their client role.
  • Effectively revived a failing campaign twice by meeting tight client specific deadlines, turning profit loss into gain while locking in 99% positive detrimental customer experience surveys.
  • Joined the ranks of the Development Team and together raised awareness of needed software improvements, gained momentum and lead a vital restructure of company work flow.
  • Received personalized clientele accolades and recommendations on an otherwise strained company-Fortune 500 client relationship forwarded up the executive chain for both Confidential and client.

Confidential, Houston, Texas

Systems / Network Administrator

Responsibilities:

  • Managed and configured PCs, desktops, software, communication infrastructure switches for corporate networks and provided LAN/WAN support for 300+ local and remote users
  • Maintained above listed ERP software supported connectivity workstations, established network and email accounts in Active Directory and Exchange Server 2003; managed local and remote backups with Symantec Backup Suite
  • Validated, diagnosed and fine-tuned technical issues, performed patches, data backup, and system upgrades; installed routers, bridges, modems, NIC's and switches
  • Achieved a 50% reduction in helpdesk calls with a 25% increase in up-time; created a scalable and redundant enterprise firewall, routing and anti-virus user manual
  • Designed, developed and deployed an automated maintenance schedule to improve the user experience, resulting in a 50% increase in system performance, reliability and stability
  • Analyzed network traffic patterns, executed test plans, prepared technical integrity tests, monitored reporting, SLAs, configuration and capacity management
  • Increased storage capacity 50% by migrating company toward a more efficient data storage and archiving system in accordance with network management principles
  • Jump started a stalled IT department after only IT Manager had a stroke
  • Created missing internal manuals and implementation manuals on IT equipment
  • Created easy to manage digital layout of office and ports
  • Upgraded network to 1Gpbs and restructured for easy management
  • Created easy to manage layout of complex digital and voicemail networks
  • Setup an automated checkup and optimization pattern for all client-side systems on the corporate network
  • Created safety and network protocol documentation, as well as adding tips and suggestions
  • Published documents commonly featured in monthly EASI newsletter

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