Docucare Associate Resume

SUMMARY:

Bringing extensive IT knowledge and soft skills as a contributing member of your IT team. Extensive troubleshooting with hardware and software technical issues. Determined to grow and advance to exceed expectations of end user support.

SKILLS:

Remote Technical Support
Determining root cause of complex issues
Adaptability
Work arounds\Thinking outside the box
Account Administration
Ability to Work Under Pressure.
Communication
Time Management
Conflict Resolution
Soft Skills

EXPERIENCE:

Docucare Associate

Confidential

Responsibilities:

Break fix and consumable replacement, Technical escalation management of over 1000
Confidential and non - Confidential printers.
Using multiple ticketing system providing remote and onsite support.
Providing high level of customer service.

Tier 1 helpdesk support

Confidential

Responsibilities:

Desktop and laptop imaging, Active Directory, Office 365 and Outlook Technical SupportRemote and onsite Technical Support, Running Network Cabling punch down and cable creation
Skype and VoIP phone troubleshooting/Support, router and access point installation
Inventory of IT assets and recycle of out dated IT Equipment.
Ticket Escalation and documentation of resolutions and workaround use of knowledge base.

Open Payments Helpdesk tier 1

Confidential

Responsibilities:

Password resets and account verification
Subject Matter Expert (SME) Open Payments program and website(portal)
Remote phone and email support process Improvement
Ensured client file uploads were complete and accurate excel and CSV files
Confluence Atlassian Knowledge base
SOP creation
Escalation for legal department and Tier 2/3 technical when necessary
Remedy ticketing system

Helpdesk cordinator

Confidential

Responsibilities:

Office 365 Administrator, Confidential VoIP administrator, inventory specialist user account provisioning onboarding/off boarding employees account deactivation Active Directory
Remote and onsite technical support, Confidential Cell administrator\point of contact ordering
Cells phone handling cell phone replacement/repair
Laptop and desktop deployment for equipment life cycle
Laptop repair RAM upgrades, replacement wireless card
Printer troubleshooting Setting up RMA return merchandise authorization for IT equipment including Confidential switch and other various it equipment including broken laptops shipping and receiving of IT equipment for satellite office and remote users training and educating end users of new software and programs including how to submit IT request

Open Payments Helpdesk tier 1

Confidential

Responsibilities:

Password resets and account verification
Subject Matter Expert (SME) Open Payments program and website(portal)
Remote phone and email support process Improvement
Ensured client file uploads were complete and accurate excel and CSV files
Confluence Atlassian Knowledge base
SOP creation
Escalation for legal department and Tier 2/3 technical when necessary
Remedy ticketing system

Technical Support

Confidential

Responsibilities:

Set and configuration of Network Attached Storage (NAS) including building different Raids
And troubleshooting bad Confidential in NAS, troubleshooting routers and network issue
Providing remote support and email support including remoting into user computer to verify setting are correct
Connecting NAS to Active Directory
Walking user through recover of NAS running windows server 2012
In charge of the RMA team return merchandise authorization for approval or rejection of warranty IT equipment including HDD, Routers, NAS, Optical Drives, Business Switches
Handling escalations from tier I and corporate office.
Handled Extend paid support for VIP clients

Technical Support Representative

Confidential

Responsibilities:

Technical support and customer service for several accounts
Providing phone and remote support verify setting on computers Confidential stream
Troubleshooting technical network issue regarding Confidential Live, Completion of training for each account that was worked on.
Walking user through adjusting setting on router including port forwarding Escalations, walking user through firmware updates Adjusting specific setting for Confidential usage

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