Senior Technical Support Specialist Resume Columbia, MD - Hire IT People

OBJECTIVE:

To obtain a challenging position within an organization that fully utilizes my professional skills and personal abilities to support and manage technical infrastructures while continuing my career advancement.

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows XP, Microsoft Windows Vista, Microsoft Windows 7, Microsoft Windows 2000 Pro, Microsoft Windows Server 2000, Microsoft Windows Server 2003, Microsoft Windows 98, Microsoft Windows ME, Windows NT 4.0 Workstation, MAC OS X

Network/Desktop Applications: Microsoft Windows Active Directory 2003, Microsoft Exchange 2007, Symantec Endpoint Antivirus, Microsoft Office 2000 - 2007, Lotus Smart Suite, McAfee Antivirus, Microsoft Internet Explorer 3.X - 8.0, Norton Antivirus, Norton Ghost, Symantec Backup Exec, Numara TrackIt Help Desk Software

Support Abilities: Desktop Systems Troubleshooting, Desktop Systems Upgrades, Deployment of user systems,Peripherals Troubleshooting, Exceptional Customer Service, Desktop Backup/Restore,Desktop Systems Configuration and Maintenance, Server upgrades and maintenance

PROFESSIONAL EXPERIENCE:

Confidential, Columbia, MD

Senior Technical Support Specialist

Responsibilities:

Manage and maintain user accounts and groups in Microsoft Exchange 2007
Manage and maintain user accounts and groups in Microsoft Active Directory 2003
Track, manage and distribute work orders using Numara TrackIt Help Desk and Asset Management Application
Order, Deploy, maintain and troubleshoot user desktop systems, including Blackberry devices, iPhones, and software applications
Configure, Manage and maintain popular applications such as Microsoft Office 2003 and 2007, Symantec Endpoint Antivirus Protection, Symantec Backup Exec 10, ESET Antivirus
Extensive knowledge of Microsoft Windows Operating systems
Troubleshoot user network, desktop and application problems. I help users in various ways including in person, remotely or over the phone
Assist in troubleshooting network outages while on call
Assist in server upgrades and updates

Confidential, Columbia, MD

Senior Technical Support Specialist

Responsibilities:

Senior support specialists responsible for phone and email technical support on all GTCO CalComp products
Provided diagnostic solutions that included installing software, removing software, setting up, connectivity and troubleshooting all aspects of our products
Educate of the use of the products and provide maintenance solutions to all our customers
Perform beta testing on all new hardware and software to determine problems prior to product release
Trained new support department employees and provided basic technical training for sales employees
Support a variety of GTCO CalComp Interactive Classroom products, which included Interwrite School Board, Interwrite School Pad, Interwrite iPanel, Interwrite PRS, Interwrite PRS RF, and Interwrite Software
Support was provided to thousands of K-12 schools, universities and other companies
Technical liaison for our Mexico and Latin America reseller/partners. I helped train Mexico reseller technician teams

Confidential,Alexandria, VA

Service Manager

Responsibilities:

Phone support to over 2500 home security customers in a call center environment, as well as provide support for technicians with new security systems installations, structure wiring, whole house vacuum systems, Nutone intercoms, Future-Smart wiring panels. Security systems include Apex, DSC, First Alert, Nutech, and FBI
Provided diagnostic solutions over the phone as well as preventative maintenance solutions for security systems, access controls, home theater, home automation and CCTV
Efficiently dispatched technicians to provide service for home security systems in the Baltimore-Washington area
Accurately maintain customer service records by completing and updating service request tickets with service performed information routinely performing audits on open service requests
I maintained stock inventory levels, place large orders on all security products, Future-Smart products, central vacuum products, accessories, wiring and tools

Confidential,Gaithersburg, MD

Computer/Service Technician Supervisor

Responsibilities:

Supervise the services department by maintaining customer satisfaction standards while providing timely and accurate solutions for computer repairs and maintenance
Identified problems and diagnose causes and determine corrective actions
Provided customers with courteous phone and in person computer support performing upgrades, which include repairing, cabling, configuring, setting up computer systems and printers
Installation of a variety of products and devices that included, hard drives, zip drives, printers, scanners, modem configurations, sound cards, floppy drives, memory upgrades and software support including cmos upgrades
Supported Hardware includes Compaq, Bell, NEC, Micron, E Machine, Gateway, and Dell. Printer hardware includes Confidential, Lexmark, Canon, and Xerox
Other duties include maintaining department budgets, schedules and handling customer escalated issues

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Senior Technical Support Specialist Resume

Columbia, MD

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