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Technical Support Manager Resume

Hillside New, JerseY

SUMMARY:

  • Maintain and support the Server 2008 r2 environment at two campus’
  • Configuration and support of Active Directory, TCP/IP and DHCP
  • Manage a volunteer technical staff
  • Administer Symantec Endpoint Protection
  • Maintain windows updates on all workstations
  • Configured, maintain and support Church Email System
  • Manage Microsoft Volume License Agreement
  • Configured and Manage Microsoft Office 365 Account
  • Manage computer upgrades
  • Install CAT5 Installations
  • Configure Android and IOS Devices
  • Mac Computer Support
  • Maintain and support Sancturary HDMI camera system
  • Web Developer for the Streaming service on Facebook Live and SundayStreams
  • Maintain and support the EvolveIP IP phone system
  • Perform setup, troubleshooting, development and configuration on EventBrite
  • Upgrade and Maintain WordPress Website
  • Maintain social media integrations with website, twitter, PayPal etc.
  • Support church Membership Cloud Database ServantKeeper
  • Supported the security camera system

PROFESSIONAL EXPERIENCE

Confidential, Hillside, New Jersey

Technical Support Manager

Responsibilities:

  • Managed warehouse technical staff
  • Managed equipment shipments and transfers to ensure all needed equipment arrives onsite
  • Prepared hardware for onsite registration, lead retrieval and session tracking
  • Maintain laptop, tablets (windows/andriod/ios) devices through upgrades, updates for internal and rental equipment
  • Maintained the inventory management system Flex Rental Solutions
  • Completed a project to migrate data from one database system to another
  • Maintain companies wordpress website
  • Performed CAT5 Cable installations
  • Maintained Zebra and Card Printers

Confidential

IT Consulting

Responsibilities:

  • Performed Hardware and OS Upgrade/Migration for a large corporate organization
  • Augmented staff at a Not - for-Profit organization to reimage and troubleshoot hardware issues
  • Performed user training and ongoing technical support for small not-for-profit organization

Confidential, Center Valley, Pennsylvania

System Analyst

Responsibilities:

  • Performed Level I & II Computer End-User Support
  • Supported the Database, Applications and Software Development Team with New System Implementation, Software Issues and Network Issues
  • Primary Technical Support for Remote Users
  • Assisted Network Team with System Outages
  • Virus/Spyware/Adware removal
  • Performed Adds and Changes to Active Directory Permissions
  • Troubleshot workstation Connectivity and Workstation Software Issues
  • Performed RFID Network Installation
  • Used BMC Service Desk Express (Magic) for ticket documentation
  • Performed Data Recoveries
  • Troubleshot End-User System Hardware and Software Issues
  • Developed and Maintained Software Installation, PC Build, PC Deployment, Computer Inventory Procedures
  • Maintained Computer Inventory
  • Interface with Hiring Managers to insure New Hire PCs have proper Software was requested
  • Perform New Hire deployments

Confidential, Kenilworth, New Jersey

SYSTEM ADMINISTRATOR

Responsibilities:

  • Maintain computerized systems in a validated state
  • Analyzing, defining, and documenting system requirements for data, workflow, logical processes, hardware and operating system environment, interfacing with other systems, internal and external checks, controls and outputs
  • Writing and maintaining functional and technical specifications as well as other validation documentation as may be required.
  • Analyzing and estimating feasibility, cost, time, compatibility with other systems and computer capabilities
  • Monitoring performance of programs after implementation
  • Planning and preparing technical reports, memorandum and instructional manuals as documentation of program development
  • Ensuring cost-effective compliance with quality standards
  • Assisting to create test transactions and running tests to find errors and confirm program meeting specifications
  • IT Change management through the Trackwise application
  • Providing technical assistance, to the extent capable, by responding to inquiries regarding errors, problems or questions with programs
  • Provide direct hands-on support to users who are experiencing desktop operating system, connectivity, and application issues
  • Perform hardware diagnostics and coordinate repairs
  • Developing and maintaining plans outlining steps and timetables for developing, testing and installing applications
  • Participate in planning, scheduling, and executing computer equipment installations, upgrades, and replacement projects
  • Work with Helpdesk, LAN Operations, Networking, and Application groups as appropriate to determine and resolve problems received from clients
  • Coordinate hardware repairs with vendors
  • Travel to remote locations to provide desk side support, installations, and user training, including support for other IT disciplines, including LAN/WAN and enterprise application support
  • Support on-call schedule and response to priority incidents
  • Investigate, recommend, and implement solutions to technological problems
  • Maintain and assist with the development of support processes and procedures
  • Utilize remote access tools to resolve issues as appropriate
  • Perform other related duties as assigned
  • Monitor issues through the Remedy system
  • Troubleshoot Microsoft Office Software
  • Troubleshoot and configure Microsoft Outlook

Confidential, Bedminster, New Jersey

ASSOCIATE TECHNICIAN

Responsibilities:

  • Responsible for the analysis and resolution of customer impacting faults in the Confidential network
  • Troubleshoot and resolve service impairments related to; roaming (domestic and international), transport services (LEC, Long distance), network hardware & software faults (both switch and cell), translations, and voice and data network elements
  • Isolation and resolution of wireless voice and data faults
  • Correlating customer complaints with network element performance to resolve service impacting conditions
  • Driving troubles to resolution by engaging internal and external resources such as Cell and NOC Technicians, System Performance Engineers, Maintenance Engineering Staff, Core Data Group as well as equipment vendors and service providers providing accurate and timely documentation of actions taken to inform other Network technicians of problems found and solutions for those problems identifying efficiencies to reduce cycle time in resolving customer reported troubles
  • Interfacing with vendors such as Application Service Providers (ASP’s) and infrastructure providers to ensure that defects in software or hardware are corrected at the point of manufacture
  • Track customer issues in the Remedy system
  • Support all Confidential customers

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