Technical Support Technician Resume Richmond, VA - Hire IT People

PROFESSIONAL EXPERIENCE:

Confidential, Richmond, VA

Technical Support Technician

Provide phone and remote technical support for large client base with a strong focus on customer service
Complete minor hardware repairs on networked equipment i.e. Hard Disk Drive swaps
Perform software updates remotely for clients
Correspond with a diverse client base, ranging from receptionists to doctors, both verbally and written
Perform inspections on incoming equipment
Provide 2nd level client support, escalating to tier 3 if needed
Perform equipment configuration and setup remotely using Team Viewer
Provide basic operator training for proprietary software applications
Document all service calls and record maintenance using Salesforce ticketing system
Organizing equipment repairs and replacements
Manage hardware inventory, tracking serial numbers, equipment history, warranty status, and service agreements
Provide remote support for onsite technicians during install and service calls
Work effectively within a technical team environment, including internal and contracted technicians
Remotely troubleshoot networking problems with Windows based systems

Confidential, Richmond, VA

Desktop Support

Installation and configuration of desktop applications including but not limited to Microsoft Office Suite
Configured and installed malware and antivirus removal programs such as Malware Bytes, Norton, Confidential and AVG
Troubleshoot and maintain network connectivity
Adding peripheral devices to network utilizing both wired and wireless connections.
Perform complete system restores and backups
Mapping network printers
Perform Windows system and driver updates
Respond to tickets via email, phone, face to face requests
Completed workstation installations
Replaced computer components including but not limited to HDD, flash drives, wireless/blue tooth keyboard and mouse, printer, NIC cards, graphics cards, memory modules, projector
Recommend equipment upgrades and purchases for SOHO to replace obsolete hardware and increase productivity by combining multiple functions.

Confidential, Richmond, VA

Default Specialist III

Handle all required call volumes and maintain delinquency rates within in established SLAs
Mitigate losses by determining best options in foreclosure avoidance
Manually dial specific populations of loans to secure payment or initiate loss mitigation processes
Keep record of all dial attempts to clients
Create spreadsheets for dialing campaigns as needed
Assist teammates with daily collection activities
Negotiate repayment plans with clients
Create processes and guidelines to monitor third party vendors
Evaluate third party vendors through call monitors and customer feedback
Reconcile invoices from third party vendors to ensure accurate billing and adherence to SLA

Confidential, Richmond, VA

Tech Support

Utilized analytical and technical acumen, to analyze Blackberry/Android Smart Phone issues to troubleshoot and determine solutions on a weekly basis for a regional client base (North Carolina, South Carolina, Tennessee and Georgia).
Provided excellent customer service establishing and maintaining a reputation of excellence ensuring client loyalty for Confidential
Maintained user accounts using proprietary software
Walked users through steps to add an email account and use advanced features on Blackberry/G1/Smart phones
Documented all access to customer accounts using Remedy ticketing system

Confidential, Ferrum, VA

Help Desk Technician

Created Step - by-Step User Guides and Provided Weekly Service Desk Tips for common issues via email
Maintained 900+ User Accounts in MS Active Directory
Walked Users through steps to Archive and Auto Archive in Microsoft Outlook
Provided Technical Support using Remote Desktop Support.
Diagnosed and resolved software/hardware issues including but not limited to IRQ Conflicts, Device Driver conflicts, memory Failure, HDD failure, power failure, faulty cables, Software compatibility, and CPU fan malfunction