Global Technology Support Resume Washington, DC - Hire IT People

SUMMARY:

Tier 2 Help Lines Technical Support User Software/PC/LAN Troubleshooting
CompTIA A+ certified professional with strong help desk experience - - provide software, hardware, client/server and networking technical support.
Proven success working in high-volume production environments across multiple industries including International Development, AEC and High-Tech Manufacturing.
Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
Consistently praised for communicating effectively with technical, nontechnical and users with different backgrounds.
Known for excellent problem-solving skills and Confidential ce in dealing with frustrated users.

KEY SKILLS:

TECHNICAL SKILLS:

Process Flows & CallTracking Tools: ITIL incident management service processes; Cherwell, Cisco Finesse, Freshdesk; Freshservice, Remedy

Productivity/Business: MS O365, SharePoint, OneDrive, Dynamics 365 CRM, Dynamics SL, Power Bi, Flow, PowerApps

AV: MS Teams, Skype for Business, Surface Hub, Lifesize, GoTo Meeting

CAD/Mapping: Autocad, Revit, Bluebeam, Google/ArcGIS Earth

3D Modeling: Sketchup, Enscape, 3dsMax. VR HTC Vive, Stream

Browsers: IE; Chrome; MS Edge; Firefox, Safari

Hardware: PCs; laptops; servers, telephony systems; printers; routers; modems

Networking: LAN & VPN/remote connectivity; TCP/IP, Racking and Stacking

Platforms: Windows; mobile platforms, Apple iOS

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Global Technology Support

Responsibilities:

Providing embedded IT support to Risk Management Division, remote support to Finance Compliance Review team, back up support to Finance and Executive Office.
Providing IT consulting services to global field offices, project startups, new businesses, proposal teams which includes development of IT specifications, Writing Scope of Work (SOW) and home office procurement services.
Completed multiple projects including creating SharePoint pages, HP-lease laptop management, 3-month business conduct technical support for companywide staff. Currently supporting the digital transformation team in user adoption efforts from legacy business software to Dynamics 365 ERP.

Confidential, Tysons, VA

PC Support Associate

Responsibilities:

Routinely exceeded call-handling goals, closing an average of 10 calls daily with 80% first-call resolution ratio.
Diagnosed and resolved a range of software, hardware and connectivity issues. Excel at asking probing questions and researching, analyzing and rectifying problems.
Partnered with Tier II and Tier III help desk peers based in US offices and India, to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble-ticket system and followed up diligently to ensure swift resolutions.

Confidential, Annandale, VA

Helpdesk - Intern

Responsibilities:

Provided networking/desktop support and performed basic IT housekeeping tasks.
Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty staff.
Supported the network team during office expansion project; Ran Cat 6 cable drops, completed terminations and tested line for full functionality.

Confidential, Manassas, VA

Process Technician

Responsibilities:

Hybrid role - supported the mission of production operations by addressing all process related issues, provided backup support to Process Supervisor and fulfilled the needs of the Wet Process area.
Prevented wafer excursions through superb defect inspection and classification.
Timely Identified process steps in danger of repeating and queue time lots in the verge of breaching.
These contributions presented monetary gain and insured the delivery of high-quality products.

Confidential, Manassas, VA

MT Trainer

Responsibilities:

Received “benchmark” ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving.
Developed and delivered fab application and manufacturing systems for new hires and existing staff.
Consistently updated documentation and insured clean-room protocol is adhered.

Confidential, Manassas, VA

Manufacturing Technician

Responsibilities:

Made significant contribution in improving manufacturing efficiency and equipment availability goals through record high Operation Improvement case submissions.
Monitored Fab equipment and WIP flow to insure production targets are met.
Completed routine production tasks at the highest satisfactory level.