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