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Tier I Support Specialist Resume

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Downtown, DC

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SUMMARY:

Provides tier 1 technical support to government and corporate employees. I have over four years of extensive experience using Active directory in regards to creating users accounts, unlocking and resetting users passwords. I’m also very knowledgeable in troubleshooting Microsoft office products such as Word, PowerPoint, and Outlook.

TECHNICAL EXPERIENCE:

Confidential

Tier I Support Specialist, Downtown, DC

Responsibilities:

  • Provided onsite and remote technical support over 1,000 end - users.
  • Resolved printer hardware issues such as removing paper jams and configuring network settings.
  • Identified system defects based on technical analysis of the system and customer reported issues.
  • Develop a knowledgebase, standard operating procedures and support tools to improve IT service support
  • Provide installation and maintenance support for systems, networks, and other IT infrastructure areas, as required
  • Assisted with the configuration and distribution of laptops and cell phones to the end users

Confidential

Help Desk Technician, Washington, DC

Responsibilities:

  • Provided tier 1 technical support to 11,000 employees of the Confidential
  • Received and answered all incoming Tier 1 calls from WMATA employees
  • Entered the customer issues into Maximo Service Request to initiate a trouble ticket
  • Provided initial triage and problem determination to determine the severity of the user's incident
  • Provided Windows 7 and Windows 10 troubleshooting
  • Configured and troubleshoot local and network printers

Confidential

Tier 1 Analyst, Suitland, MD

Responsibilities:

  • Collected customer's information using active directory and remedy with an understanding of how to break down and explain the problem and solution regarding to the customer's issues
  • Diagnosed and troubleshoot a range software/hardware issues for Windows7, Windows Vista, MAC, Apple Mobile Devices, printer/scanners, VPN card readers, and McAfee virus protection software
  • Used Microsoft Office 2010 Professional programs such as Calendar, Excel, Outlook, Contacts to record and input data on a day to day basis
  • Able to provide professional and excellent customer service to resolve customer's issues when they are upset and irritated at times

Confidential

Representative, Maryland

Responsibilities:

  • Served as primary point of contact for students who needed assistance with their accounts.
  • Verified student's information and helped set up payment plans.
  • Used Sales force for ticketing system
  • Supported Confidential students with staying enrolled in classes
  • Over the phone payments and re-enrollment forms
  • Transferred students to the correct departments far as Financial Aid, Advising etc.
  • Worked with other services such as PeopleSoft and Confidential
  • Troubleshoot and reset passwords
  • Lotus and Dominos notes frequently used for e-mails calendar and scheduling

Confidential

Tier 1 Technical Support, Virginia

Responsibilities:

  • Served as primary point of contact for callers who need assistance with resetting passwords to their CMSPortal accounts.
  • Collected general information from callers such as first last name reason of calling.
  • Used Remedy for ticketing system.
  • Supported Healthcare.gov and the CMS Portal.
  • Over the phone troubleshoot and email assistance.
  • Worked with other services such as CALT and Zone.
  • Windows
  • Troubleshooting
  • Trouble Tickets
  • Remedy
  • VPN

Confidential

Call Center Representative, Maryland

Responsibilities:

  • Served as the primary point of contact for persons inquiring about disaster assistance by telephone.
  • Collected pertinent data from callers.
  • Served as technical support assistant resetting domain passwords and creating user accounts using active directory.
  • Entered data into our database National Emergency Management Information System ( Confidential ) computer system.
  • Researched varies systems to compile data.
  • Conducted telephone interviews with disaster victims who have been affected by a declared disaster.
  • Assisted applicants by telephone to determine applicant needs.

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