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Product Support Manager & Field Technician Resume

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Chicago, IL

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SUMMARY:

Helpdesk support specialist with a refined technical background and 10+ years’ demonstrated success driving business objectives and client satisfaction.

AREAS OF EXPERTISE:

  • In - depth and multifaceted expertise in numerous technologies and solutions administration, bolstered by a propensity for effective issue resolution and troubleshooting.
  • Excellent interpersonal communication with a prowess in team collaboration and leadership geared toward business objective fulfillment.
  • Prowess in customer satisfaction building rapport and managing escalations to driving company clientele retention and boosting revenues.

TECHNICAL PROFICIENCIES:

Platforms: Windows, Mac OS, iOS, Android, Blackberry, MS Virtual Servers

Tools: Maas360, MDM, Office, Bomgar, ServiceNow, Citrix, Novell, Photoshop, Illustrator, Norton Ghost, Lotus Notes, MS Exchange, Active Directory, ITS, FoxPro, LanDesk, iManage, SolarWinds Web HelpDesk

Hardware: Confidential, Android, Blackberry, HP and Ricoh Printers

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

Product Support Manager & Field Technician

Responsibilities:

  • Respond to all support tickets and issues in a professional and timely fashion. Issue local IT support and data center maintenance.
  • Distribute support tickets to appropriate support groups and techs.
  • Effectively troubleshoot Confidential applications throughout corporate offices.
  • Collaborate with Network Operations and IT Development teams to close tickets and establish permanent solutions.
  • Dynamically engaged in multiple cross-functional roles to improve overall team workflow and efficacy.

Confidential, Oak Park, IL

Administrator

Responsibilities:

  • Utilized a legacy website to research death records, and engaged in background checks for private businesses.
  • Issued criminal records searches for Confidential in support of defaulted student loan collection efforts.

Confidential, Chicago, IL

IT Specialist

Responsibilities:

  • Provided advanced support for the IS department, including mobility support for iPhone, iPad, and telephony via telephone, email, and MS Messenger Chat.
  • Collaborated with team to spearhead a full telecom upgrade project unto completion.

Confidential, Chicago, IL

IT Field Technician

Responsibilities:

  • Issued adept field support for Starcom and Leo Burnett advertising agencies.
  • Engaged in second tier, local application, hardware support, and hardware repair to include printers, iPhone, and Android devices.
  • Issued dynamic on-site and remote support as needed.
  • Implemented new workstation and mobile setups for new hires and transfers.
  • Successfully completed a location-wide refresh cycle.
  • Regarded as an integral team member for the mass deployment of Office 2014, Active Directory, and Adobe suite.

Confidential, Chicago, IL

Tier 1 iOS Support

Responsibilities:

  • Utilized Confidential knowledgebase and various resources to offer support for iPhone and iOS devices via telephone to customers, and initiate repairs and replacements on a case-by-case basis.
  • Maintained a far above average 95% customer satisfaction rate via highly effective service strategy and rapport development.

Confidential

Internet Moderator

Responsibilities:

  • Monitored several Facebook sites and web forums with Confidential ’s tools, performing effective moderation in-line with Confidential ’s requirements and standards.
  • Monitored post content and tone, and removed spam where appropriate.

Confidential, Washington, DC

Desktop Support Technician

Responsibilities:

  • Created and deployed images on workstations and laptops via Symantect Ghost 8 and Sysprep.
  • Trained, mentored, and coached new employees for success in every role aspect, authoring procedural documentation to augment training where necessary.
  • Provided complex support for Integrated Tax System FoxPro, Ms Office, and other applications, utilizing LanDesk.

Confidential, Portland, ME

Helpdesk Technician

Responsibilities:

  • Interfaced with and issued a range of technical support for lawyers and lawyer assistants, file clerks, and administrative staff.
  • Employed MS Exchange and Active Directory to manage individual and group accounts.
  • Regularly troubleshot and expertly resolved issues with iCreate suite, iManage tools, workstations, Bkackberry devices, MS Virtual Servers, and networked printers.
  • Provided a high level of support for 80+ staff, receiving recognition as a prompt and efficient technician, significantly increasing company workflow and decreasing downtime due to a wide variety of technical issues.

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