Tier II Desktop Support Technician Resume Tier II Desktop Support Technician - Hire IT People

SUMMARY:

To Advance in the Field of Information Technology by Continuously Improving and Expanding My Skillset Through Hands - On and Theory-Based Challenges
Customer Assistance and Help Desk Supervision
Professional maintenance and replacement of Microsoft Windows PC and Apple hardware components, including installation, configuration and upgrading
RAID 0/1/5 Setup, Maintenance, Repair and Backup to increase system speed and efficiency
Imaging, Backup, and Configuration of Computer Lab Systems to limit downtime
IP address assignment of Administrative Systems, Printers and Internet devices
Networking Security Configuration of lab systems and wireless modules
Maintenance, Repair and Tracking for Laptop Carts numbering thirty systems
Network Server Maintenance (Server 2000, Server 2003)
Setting up domain precedence in a multi-tiered, multi-OSI model setup, streamlining incongruencies to limit network backload
Cabling and utility of WLAN, WAN, WEP, WAP Networking Protocols
Software support: Windows 7 Professional/Home; Windows Vista Professional/Home; XP Professional/Home; Windows 2000; Windows ME; Microsoft Office 2010/2007/2003/2000/ Mac editions of Office 2000 & 2003; Apple iOS 6-10.

FIELD EXPERIENCE:

Tier II Desktop Support Technician

Confidential

Responsibilities:

Assists office workers with their desktop computer systems
Provides support for both computer software and hardware, including peripherals, i.e. Network printers, local printers, speakers, and blackberries
Consults with system and network administrators for users that have network connectivity issues and/or problems with connectivity to the domain
Networking and connecting computers within the same organization
Provides desktop assistance for an organization that supports about 3500 users locally and nationally
Is responsible for department desktops, laptops, and peripherals, such as personal digital assistants. Takes on tickets assigned by the helpdesk that the team was not able to resolve, as well as tickets assigned by Tier II supervisors. Sets up and configures computers for new users and responsible for any physical work relating to the computers such as repairing software or computer hardware issues and moving workstations to another location

Windows 7 Migration Technician

Confidential

Responsibilities:

Collected inventory of outdated and leftover equipment, verified records with existing database.
Updated database with asset specifications and apprised project manager of daily progress
Disassembled workstation
Installed Samsung terminals and peripherals
Configured terminal to network
Staged equipment in offices
Updated inventory records including asset specifications using BMC Remedy IT Service and IT Management software
Discarded any trash and kept a clean and save work environment

Asset Management Technician

Confidential

Responsibilities:

Collected inventory of equipment being moved
Disconnected workstation, pre-wired office space, and reconnected workstation in new location
Performed cable management
Provided Deskside Support for 48 hours post-move

Hardware Installation Technician

Confidential

Responsibilities:

Installed VeriFone touch-screen, card-swiping machines
Removed and disassembled older Ingenico card-swiping machines
Took inventory of supplies
Inspected the server room to ensure that it met the requirements of the Service Desk
Followed the closing procedure for the Confidential Branch
Performed cable management
Reported any issues to Service Desk

Customer Service Representative

Confidential

Responsibilities:

Answered Service Calls from fire fighters, EMTs, grant writers, and State Officials across the U.S.
Tier 1 Service calls consisted of troubleshooting the web-based application, web browser problems, fielding general questions about the AFG (Assistance to Fire Fighter Grant) Application and application period.
Web Browsers supported: Internet Explorer, Mozilla Firefox, Safari, Google Chrome, AOL, and Netscape.
Used web-based ticketing system to keep track of all inquiries either through telephone, voice mail, or email.
Escalated major issues to Tier 2 Support