CLIENT SUPPORT SPECIALIST/ SYSTEMS ENGINEER Resume Newark, DE - Hire IT People

SUMMARY:

Prior recent experience working in a technical support/phone - based help desk role.
Prior experience with basic troubleshooting of network connectivity and infrastructure issues.
Prior experience Interfacing with outside vendors ( Confidential and others) to assist in team/and customer support.
Prior experience troubleshooting LAN/WAN issues.
Prior experience troubleshooting desktop issues locally and remotely.
Prior experience working with a service desk ticketing tool.
Prior experience working with web-based support tools.
Prior experience with ServiceNow.
Offering over 12 years of IT experience supporting large corporations in both Service Desk and Desktop Support.
Developed skills and flexibility in trends with changing environments.
Excellent interpersonal skills, user training, client management and project management skills.
Willingness and desire to learn and adapt to new technologies.

OBJECTIVE:

To obtain a position that utilizes my extensive troubleshooting and customer support skills.

TECHNICAL PLATFORMS AND EXPERIENCE ENCOMPASS:

PROFESSIONAL EXPERIENCE:

Confidential

CLIENT SUPPORT SPECIALIST/ SYSTEMS ENGINEER, Newark, DE

Responsibilities:

Provided first and second level technical support for the IT Service Desk at Delmarva Power in Wilmington, DE
Was responsible for providing Frontline telephone support of 5000 + clients from 2006 to 2009. Currently provide desktop support for Delmarva Power in the New Castle region, since September 2009.
Strong technical knowledge of Windows 7, 10 and MS Office, Remote Assistance, Remote Desktop, Lotus Notes and MS Outlook
Used Remedy IT Service Management software to track incidents and changes; now use HP Service Manager
One of the team leaders in archiving knowledge management via the creation of Remedy Solutions, creating over 100 solutions since the beginning of my employment.

Confidential

CUSTOMER SERVICE ASSOCIATE/ HELP DESK ANALYST, Wilmington, DE

Responsibilities:

Processed litigation service documents for an incorporating company.
Uploaded scanned Adobe documents to an online database named Powerbrief.
Provided 1st level tech support for the Powerbrief database to clients across the nation.

Confidential

LEGAL RECORDS ANALYST, Wilmington, DE

Responsibilities:

Maintained legal department records for Confidential, tracking storage guidelines for maintaining and disposal.
Used a database to track and maintain the records used in the litigation process.
Position was very team focused.
Required much interaction with fellow analysts, paralegals and attorneys.
Worked as a contractor for this position through Confidential Litigation Services and Kelly Services (two separate work periods).

Confidential

DESKTOP SUPPORT, Wilmington, DE

Responsibilities:

Deployed monitor upgrades and hardware refresh project at a client site in Newark, Delaware
Provided asset updates for new and existing inventory at client site in Newark, Delaware
Handled desktop moves and installs for clients at a major pharmaceutical company
Provided on site desktop support troubleshooting Windows issues for two corporate clients in the Wilmington and Newark, DE areas.
Supported both MS Outlook and Lotus Notes email throughout my experience with various contracting firms.