On-site technician Resume

SUMMARY:

Highly skilled IT professional with over two years of providing excellent customer service. Works well independently, or in a group setting providing all facets of computer desktop support such as troubleshooting, installations, and maintenance. In - depth knowledge and understanding of numerous software packages and operating systems. Easily identify and resolve technical issues and concerns. Excellent communication skills.

PROFESSIONAL EXPERIENCE:

Confidential

On-site technician

Responsibilities:

Ensures the most complex customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standards.
Maintains daily tickets and reports to ensure the highest service levels are maintained.
Serves as a mentor to lower level helpdesk technicians providing guidance during the troubleshooting process, training on new products and assistance in the development of their skills.

Confidential

Helpdesk Support Tier 1

Responsibilities:

Deliver quality technical support (via telephone/email/live chat) for college faculty, staff and students in a professional, helpful, and courteous manner.
Utilized Salesforce ticketing system to create, close, and respond to open tickets in an effective and timely manner.
Unlock/reset passwords for student accounts and the Virtual lab Environment.
Utilized WebEx to provide remote support for college faculty, staff and students.

Confidential

Helpdesk Support Tier 1

Responsibilities:

Diagnosed, troubleshoot, and resolved a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
Tracked, monitored, and followed-up on incidents by reviewing the open tickets daily to ensure SLAs are met.
Properly escalated unresolved queries to the next level of support to ensure that issues are resolved in an effective and timely matter.

Confidential

Security Officer

Responsibilities:

Ensured the facility is provided with high quality security services to protect people and property.
Greeted persons entering establishment in a cheerful and welcoming manner.
Conferred with the tenants and public by answering questions and providing assistance when needed.

Confidential

Desktop Support Technician

Responsibilities:

Assisted with technical support for over 900+ users in a Windows 7 environment.
Ensured that Remedy tickets were resolved and completed to the client’s satisfaction.
Installed, tested and configured new workstations.
Mapped drives to network resources.
Created, modified and deleted user accounts via Active Directory.
Assigned administration rights to users, reset passwords and unlock user accounts using Active Directory.
Imaged and Re-imaged Windows computers.
Provided support for Android and iOS devices including activations, troubleshooting, and training for end users.
Installed device drivers, local and network printers, and scanners.

Confidential

Security Officer

Responsibilities:

Greeted persons entering establishment, determined nature and purpose of visit, and directed or escorted them to specific destinations.
Conferred with the public and tenants by telephone and in person to answer questions, and provided information
Analyzed information and evaluated results to choose the best solution to resolve issues.
Provided assistance, medical attention, and other personal care to tenants and visitors.
Performed administrative tasks such as maintaining information files and processing paperwork.

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