Helpdesk Support Tier II Resume Falls church, VA - Hire IT People

TECHNICAL SKILLS:

IT Support/Field Technician/Problem Management Troubleshooting

Hardware: Cisco Routers, and Switches; HP, Dell; Printers (HP, Canon,); Android Phones series, Point of Sale; Wireless Routers & Access Points

Software / Applications: Windows Server 2008; Windows 7; Microsoft Office (Word, Excel, Power Point, Outlook)

WORK EXPERIENCE:

Confidential, Falls church, VA

Helpdesk Support Tier II

Responsibilities:

Manage user accounts for database access and provision/control of user access to the Confidential website.
Help customers to create new accounts or troubleshoot current accounts.
Monitor emails/phone calls from users to ensure that they are responded to and acted upon in a timely manner.
Responsible for updating the entire team regarding any changes in procedure and/or new tasks to be handled by the team either via email.
Coordinate with Team leads, Tier 3 agents and Confidential employees to ensure that issues faced by the users are resolved as soon as possible.
Follow up on outstanding issues and cases handed over from the previous shift.

Confidential

Field Technician

Responsibilities:

Participate in daily conference calls with the Support Team in local and remote offices to discuss resolution for difficult cases.
Perform checks and verification of tickets completed by other team members (Junior).
Deliver computers, Wi - Fi routers, modems, printers, UPS/ uninterruptible power supplies, cash registers and accessories to the client sites.
Troubleshoot, install/uninstall ALOHA and PULSE software to client PC and cash registers.
Troubleshoot, power recycle, Install, connect/disconnect, and/or changed computer, printers, network products and service in compliance with client.
Diagnosed and troubleshot network issues and repair/replace faulty equipment.
Install/Uninstall and/or Program equipment and provide end user training on the use of equipment.
Performed field installation, service, startups, and preventative maintenance on customer systems.