Technical Support Rep Resume

SUMMARY:

My objective is a Desktop Technician.
My goal is a career environment where proven skills, training, and demonstrated dedication to excellence can be effectively and productively employed.
I have a little over 8 years experience professionally as an Desktop Support technician, and have worked face to face with very high profile customers.

TECHNICAL SKILLS:

6 years experience with Active Directory, and Microsoft Exchange
Mailbox creation and movement, Administered roaming profiles
6 years experience with Remedy, and Unicenter ticketing system. Ghost, DAMEware, CAC/PKI, Roaming Profiles. Stating/Dynamic IP addressing, VoIP, Citrix
5 years experience with Blackberry and iPhone configuration. BES, Blackberry Activation, wiping, Card reader configuration
Ability to perform troubleshooting tasks and assist customers with their inquiries in a timely and efficient fashion
Understanding of the various types of IDS's, firewalls, routers, switches, hubs.
Consistent use of various operating systems including: Windows 95/98/NT/2000/XP/7/10 Server 200/2003
Comfortable in using HTML
Basic understanding in TCP/IP, and OSI model
Familiar with performing PC maintenance, repair and GHOST
Strong in Microsoft office, and associated programs

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Rep

Responsibilities:

Trouble shoot the root cause of customer problems and identify the action required (using company databases, customer information, and collaboration with other departments) to resolve issue and schedule service appointments when necessary.
Provide total customer service by asking questions and listening to customers in order to understand their needs, requests, or problems while identifying sales and up - selling opportunities that will drive additional revenue for the company.
Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments.
Keep customer informed about progress by checking the status of work orders in customer record system.
Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments.

Confidential

Tier 2 Desktop Support Technician

Responsibilities:

Troubleshoot & resolve hardware/software/network issues
Setup user profile, provision CAC, configure Outlook for new users
Setup blackberries/laptops/phones
Installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment to ensure optimal workstation performance.
Operate & maintain VTC equipment
Addition/deletion/modification of user accounts

Confidential

Jr System Administrator/VTC Technician

Responsibilities:

Troubleshoot & resolve hardware/software/network issues
Setup user profile, provision CAC, configure Outlook for new users
Setup blackberries/laptops/phones
Installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment to ensure optimal workstation performance.
Operate & maintain VTC equipment
Addition/deletion/modification of user accounts

Confidential

System Administrator / IMO / VTC Technican

Responsibilities:

Troubleshoot & resolve hardware/software/network issues
Setup user profile, provision CAC, configure Outlook for new users
Setup blackberries/laptops/phones
Operate & maintain VTC equipment
Addition/deletion/modification of user accounts

Confidential

Desktop Support Tier 2

Responsibilities:

Installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment to ensure optimal workstation performance.
Communicates solutions to end-users.
Troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-user assistance

Confidential

Help Desk Tier 1

Responsibilities:

Identify, diagnose, and resolve Level One problems for users of the mainframe, personal computer software and hardware, District network, the Internet and new computer technology in a call center environment.
Communicates solutions to end-users.

Confidential

Sales Associate

Responsibilities:

Provide excellent customer service while ringing up customer merchandise.

Confidential

Hydraulics Apprentice

Responsibilities:

Repair and maintain hydraulic components of KC-10 aircraft in occordance to technical order.
Troubleshoot and dia

Confidential

Help Desk

Responsibilities:

Identify, diagnose, and resolve Level One problems for users of the mainframe, personalcomputer software and hardware, District network, the Internet and new computer technology in acall center environment.
Communicates solutions to end-users.

Confidential

Helpdesk

Responsibilities:

Identify, diagnose, and resolve Level One problems for users of the mainframe, personalcomputer software and hardware, District network, the Internet and new computer technology in acall center environment.
Communicates solutions to end-users.

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