Senior Technical Support Lead Resume Shelton, CT - Hire IT People

PROFESSIONAL SUMMARY:

IT Technician with 8 years of IT experience including experience in supporting hardware and software. Skills in designing Infrastructure and implementing technology to support large user groups and Proven ability to support to translate business needs into technology requirement that support the company's business.

Objectives to successfully manage all phases of IT projects from analysis and requirements definition to vendor selection, implementation, and Training.

TECHNICAL SKILLS:

Operating Systems: Windows NT, XP, Vista, Windows 7, Windows server 2003, 2008 and 2008R2, familiarity with Linux.

Software Applications: HTML, Adobe Photoshop, DELPHI, FOX PRO, Microsoft Offices, Excel, Word, Access, Outlook, PowerPoint, Visio, Sigma six.

Databases and Programming: Oracle, SQL, MySQL, Java, PHP.

Document tracking: Remedy, Heat.

Remote support: Go to assist, Bomgar, Log me in.

PROFESSIONAL EXPERIENCE:

Senior Technical Support Lead

Confidential, Shelton, CT

Troubleshoot technical support calls from Optimum Online and/or Optimum Voice customers who are using the supported software/hardware within departmental productivity and quality standards by educating customers through established troubleshooting procedures.
Up to 40% of scheduled time.
Functioned as member of network team handling over 10,000 calls per days that represented 4 million - plus PCs and diverse group of end users and Managed various areas of support included broadband connectivity, voice over Internet protocol, account provisioning, email (Outlook, Outlook Express, Eudora, Mac email) and Windows installation, configuration, and upgrade issues.
Maintained and monitored support for all TCP/IP network configurations.
Mentor and monitor Jr. team members to ensure they meet departmental productivity and quality standards.
Provide Training about our tools and services for new employee.
Act as an immediate escalation and knowledge resource for the team

IT Support

Confidential, New Britain, CT

Responsible to provide technical assistance and support to computer systems, hardware, or software.
Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
In person or telephone support
Responsible for training computer users, writing a training manual, walking user through the problem-solving process, installing and repairing hardware and software, installing computer peripherals, and following up with customer to ensure issue have been resolved.

IT MANAGER

Confidential

Reporting to the company for all computers and software
Assume all financial accountability for the IT department including developing and managing an annual IT budget.
Oversee a staff of 3 consisting of a helpdesk analyst, an operation analyst, and network administrator in supporting the company.
Repair and maintain hardware and software issue.
Researched and selected Antivirus software
Worked to tighten security SOPs
Designed and implement a help desk to solve the needs of employees.
Support of LAN issue for the company.

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Senior Technical Support Lead Resume

Shelton, CT

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