Tier 1 and Tier 2 support Resume

PROFILE SUMMARY:

Highly experienced customer service professional.
Excellent with installation, maintenance and troubleshooting computer hardware and peripherals.
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
I am also able to learn and comprehend new systems and methods quickly.
I have a working knowledge of networking devices and printers.
Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results.
Excellent analytical and problem solving skills.
Answer telephone calls to assist computer users encountering problems.
Confident and decisive under stressful situations.
Committed to personal growth and development.
Works well in a group setting providing all facets of computer support.

AREAS OF EXPERIENCE:

Windows Migration, Networking, Social Engineering, Microsoft Word, Excel, PowerPoint, Sharepoint, Outlook, TCP - IP Protocols, Active Directory, Windows Server 2008 R2, Windows XP, Windows Vista, Windows 7, Windows 10, Troubleshooting, PC Software,PC Hardware, Customer Service, Mac Support, Virtualization, Printer Support, Smartphone Support, Remote Application Support. VMware, Thin client support. Remote access support

WORK EXPERIENCE:

Confidential

Tier 1 and Tier 2 support

Responsibilities:

Deskside support
Airwatch support for Apple and Android devices
Serve as primary onsite support technician for DC location
New machine deployment and imaging.
Microsoft Office Suite support

Confidential

Tier 1 Helpdesk support specialist

Responsibilities:

Support computer functions and peripherals
Microsoft application support
Remotely assist customers through a remote desktop application
Android smartphone and Tablet support
Thin client and personal PC support for the Secure remote access gateway
Mapping network printers and troubleshooting errors

Confidential

IT Technician

Responsibilities:

Installing monitors and peripheral components
Locating printers and connecting them to
Assigning computer and domain names
Establishing connections to the network

Confidential

IT Technician

Responsibilities:

Respond to IT support requests from clients as related to hardware and software issues via multiple sources, such as phone calls, emails, and referred tickets
Communicate updates on issues in a timely manner to ensure client satisfaction and productivity.
Provide on-the-spot to clients
Configure and install computer equipment, peripheral equipment, and other personal computing devices
Troubleshoot and diagnose escalated problems by evaluating multiple options using checklists and guides.Implement predetermined software or hardware changes to rectify any issues
Configure hardware, installing server OS systems.
Perform Active Directory related functions
Assisted with the management and maintenance of hardware and software inventoried.PC refresh and migration
Applied solutions by restoring broken or intermittent connections, adjusting software configuration, installed patches and reboot entire system
Support PC hardware components, desktop operating system software and application software
Perform minor repairs to equipment to arrange for other servicing needs
Weekly webinar

Confidential

IT Technician

Responsibilities:

Collects data by identifying sources of information; designing survey and collection methods
Organizes information by studying, analyzing, interpreting, and classifying data
Prepares reports by collecting, analyzing, and summarizing information
Contributes to team effort by accomplishing related results as needed
Maintained professional and technical knowledge by attending al workshops; reviewing professional publications;
Establishing personal networks; participating in professional societies

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