Tier 2 Team Lead Resume

SUMMARY:

Highly skilled in installing, repairing, maintenance and troubleshooting computer hardware and peripherals.
Works well independently, in a group setting providing all facets of computer support, and leading a support team.
Working knowledge of networking devices and printers. Knowledge and understanding of numerous software packages and operating systems.
Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results. Excellent analytical and problem solving skills.

AREAS OF EXPERTISE:

Security Management: Active Directory - Windows Server 2008/2012 - Microsoft Exchange - Ports, Protocols and TCP/IP

SharePoint 2010: Windows XP/Vista/7 MS Office 2007/2010 - IE7/8/9/10/11 - Google Chrome - Firefox - Bomgar - Remedy-

Win7 Migration: Networking- Project Management - Vendor Management - Office 365 - SCCM

Spiceworks: Cabling - Switches - VoIP - Remote Support - Virtual Machine - Nexpose - Office 365 - Track-It BMC - Skype for Business - Microsoft Teams - Customer Service and Conflict Resolution - Active Roles Server – CA Service Desk Manager – Oracle – Maximo – CRM – Inspired LMS – PeopleSoft - Bomgar

PROFESSIONAL EXPERIENCE:

Confidential

Tier 2 Team Lead

Remote, Telephone, and Deskside Support to 18k End Users
VPN Support
Bomgar
Team Leadership and Management
Office 365 Support
Windows 7/10 Migration
Proficiency with Skype for Business
Setup and Assistance with Avaya CMS Supervisor
Proficiency with CA Service Desk Manager Ticketing Software
Regular use and support for PeopleSoft EPM, FIN, HCM, ELM, PEN
Practice discretion and verification for network security wellness
Provide organized, communicative, project management.
Create positive and memorable customer experiences.

Confidential

Tier 1 & 2 Support as needed

Application of common solutions to computer errors and dysfunctionality
Assistance with implementation of software changes
Use of Windows Easy Transfer to migrate users between machines
Network and Hardware troubleshooting
Data transfer from mobile device to pc
Command prompt efficiency
Communicate with patience and empathy for less experienced computer users

Confidential

Teir 1 & 2 Support

Desk side support to 400+ end users
Exercise discretion in assisting influential and upscale clientele
Proficient use of Track-It BMC ticketing software
Management and upkeep of LAN room
Installing and Troubleshooting Shoretel telecom software
Microsoft 2016 to Office 365 Migration and support
Proficiency with Okta and Okta Verify
Proficiency with Dameware remote software
Proficiency with Mimecast
Hootsuite support
Microsoft Teams

Confidential

Tier 1 Support

Install software, modify and repair hardware and resolve technical issues
Provide base level IT support to 300 end users
Display courtesy and strong interpersonal skills with all customer interactions
Develop quick reference guides to assist end users with challenging software application features
Manage Windows workstations including desktops, laptops, and tablets
Ensure that Remedy and Spiceworks tickets are resolved or escalated
PC refresh and migration Windows 7/8.1 and 10
Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, and desk side
Provide initial troubleshooting of problems including root cause analysis for desktop, laptop, and printers (local/network)
Perform Active Directory tasks including account creation, password resets and granting access to drives, folders, and files in accordance to security guidelines
Manage bench and IT inventory
Provide level 2 end user technical support for Windows 7, Microsoft office, network connectivity
Manage Windows 7/8/10 workstations

Confidential

Tier 1 Support

Install software, modify and repair hardware and resolve technical issues
Apply solutions by restoring broken or intermittent connections, adjusting software configuration install patches
Create and manage network accounts to include granting access to secured file shares
Troubleshoot networking issues
Troubleshoot sound issues (i.e. conference rooms, video calls, VOIP calls)
Installing and troubleshooting 8x8 software
Installing and troubleshooting Microsoft 2010 (including Word, Outlook, Excel, PowerPoint)
Proficiency with desk.com ticketing software
Troubleshoot Wi-Fi and Ethernet networking issues
Provide remote desktop support to over 300 traveling end users on the network
Offer efficient and effective deskside support to 500 on-site end users (450 workstations, 60 printers, 3 servers)

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