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It Support Resume

SUMMARY:

Confidential is an IT professional with 2+ years of experience in hands - on technical skills and a passion for working with and helping others.

PROFESSIONAL EXPERIENCE:

Confidential

IT Support

Responsibilities:

  • Provided support for Windows 7 and Windows 10 environments
  • Used Remedy to document, respond to, troubleshoot, and resolve incoming tickets to ensure SLA compliance
  • Assisted government personnel with computer related issues to include troubleshooting, supporting, and resetting passwords for laptops, tablets, and mobile phones
  • Provided PC support to internal employees, diagnosed issues, and basic network issues
  • Customized PC’s and laptops to meet user needs and set up their workstations
  • Installed and configured applications, provided advanced technical support for on-campus and off-campus, printers, scanners, monitors, and networks
  • Troubleshoot domain based network PC’s and CISCO Interconnections. Created new image and re-imaging PC’s and ensured proper data recoveries
  • Perform quality assurance for the USPTO Technology Refresh project by verifying deployments and equipment moves
  • Providing end user support for customers that have been deployed new Windows 10 workstations.
  • Install and configure software for users using SCCM server
  • Create Service Desk ticket for issues to be resolved by other support teams
  • Monitoring and following up with customers to ensure that their workstations meet their and PTO production standards

Confidential

Technical Support

Responsibilities:

  • Install software, modify and repair hardware and resolve technical issues
  • Provide base level IT support to non-technical personnel within the business
  • Process incidents/requests in a high pressure, time sensitive environment via phone, email, remote client, instant messaging, fax and deskside
  • Manage Windows XP Professional, Windows Vista Business, Windows 7 workstations
  • Develop client SharePoint Foundation 2010 sites and provide support as needed
  • Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system

Confidential

Technical Support

Responsibilities:

  • Provide initial troubleshooting of problems including root cause analysis for desktop, laptop and printers (local/network)
  • Perform administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines

Confidential

Tier 2 Help Desk Support Intern

Responsibilities:

  • Use ticketing software ‘Service now’ to build Knowledge Base articles
  • Maintained basic computer functioning
  • Remote help
  • Printer installation
  • Answering phone calls containing password resets
  • Updating Java and Adobe
  • Using Active Directory to do password resets
  • Spice works
  • Configure and disassemble Monitors, Keyboards, Mouse’s, Cpu’s, and Digital /Audio connection
  • Desktop Support
  • Inventory
  • Asset Inventory
  • Imaging using SCCM and Casper
  • Troubleshooting
  • Ticket Logging using IT Works
  • Customer Support
  • Software installation
  • Drive Wiping

Confidential

Tier 1 Support

Responsibilities:

  • Install software, modify and repair hardware and resolve technical issues
  • Provide base level IT support to 300 end users
  • Display courtesy and strong interpersonal skills with all customer interactions
  • Develop quick reference guides to assist end-users with challenging software application features
  • Manage Windows 8 and Windows 7 workstations
  • Ensure that Remedy and Spice Works tickets are resolved or escalated
  • Active Directory - Account creation, Password resets, Group policies
  • Develop client SharePoint Foundation 2010 sites and provide support as needed
  • Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
  • PC refresh and migration XP to Windows 7 and 8
  • Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging and desk side
  • Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)
  • Perform administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
  • Create and manage Network accounts to include granting access to secured file shares
  • Manage bench IT inventory
  • Provide level 2 end-user technical support for Windows 7, Microsoft Office, Network connectivity

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