Technical Support Technician Resume North Carolina - Hire IT People

QUALIFICATIONS SUMMARY:

Information Technology Specialist able to provide theoretical and practical customer/user service and support to diagnose, troubleshoot, and repair hardware, install software, and peripheral problems
Skilled in applying analytical and technical skills to produce practical solutions.
Experienced in the installation of state - of-the-art hardware and software applications.
Knowledgeable about equipment bases, digital switches, patch cables, routers, servers, administrator stations, network closet wiring, installation procedures, video telecommunications equipment, and Blackberry cellular phones.

TECHNICAL PROFICIENCIES:

Install, Upgrade, Migrate, and Configure Hardware: Celeron, Pentium, Core, Trusted Platform Module, VSAT, COVN-K

Operating Systems: Windows XP, Windows Vista, Windows 7, MAC OS X

Software: MS Office (Word, Access, Excel, PowerPoint, Outlook) ~ Norton Utilities ~ McAfee Utilities ~ Confidential REMEDY

PROFESSIONAL EXPERIENCE:

Technical Support Technician

Confidential, North Carolina

Responsibilities:

Responsible for installing, maintaining, and upgrading computer hardware and software, network and standalone printers and operating systems.
Also responsible for meeting the requirements for various Change, Task, and incident requests meeting the Service Level Attainment objectives in Confidential REMEDY.
Assists clients in solving Tier 2 level computer hardware, software, and networking issues and provides basic technical training for the customers.
Assist network and server administrators in maintaining the LAN/WAN and server systems by keeping information current.

Confidential

Help Desk Representative, North Carolina

Responsibilities:

Analyze capabilities and performance, identify problems, and take corrective action.
Directed support for complex problems to next-level support by utilizing Confidential REMEDY software, simultaneously keeping users informed as to the status of open work orders.
Assisted end users with connectivity problems, computer lockouts and printer issues.

Chief, Information Technology (IT) Staff

Confidential

Responsibilities:

Supervised 20 personnel to provide an extensive range of workstation network/Web monitoring services to 500 users.
Oversee operations of the Headquarters Help Desk to provide user support 5 days a week, 12 or more hours per day.
Conduct bi-annual hardware evaluations to select PC and laptop purchases, amounting to approximately $8 million annually, for internal customers.
Managed the Video Teleconference briefings by scheduling and contacting personnel to attend.
Starting a communications section within the main organization and an external communications organization which supported the main organizations’ ability to have extensive communication support capabilities

Senior Information Technology Specialist

Confidential, North Carolina

Responsibilities:

Supervised 5 personnel supporting the Customer Services infrastructure which provides decision-support systems to the headquarters staff.
Coordinated system changes and upgrades and assessed the impact on 465 customers.
Coordinated and oversaw the changeover of 173 workstations from Windows Vista to Windows 7 operating systems increasing and maintaining the organizations’ automations performance at an average of 97%
Performed Information Assurance Security Officer duties to include ensuring workstations were compliant with the network by applying patches
Installed computer hard drive encryption using the Trusted Platform Module hardware and BitLocker increasing the security of the organizations’ workstations