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Senior Technical Support Specialist Resume

Titusville, FL

SUMMARY:

  • Over sixteen years’ experience in IT providing Technical/Desktop Support.
  • Over 5 years of experience performing computer migrations. Completed a Windows XP to Windows 7 rollout for 10,000 + users.
  • Experience with IP configurations on Network printers and troubleshooting VPN, install and troubleshoot POS systems, including IP security cameras.
  • Utilized Active Directory to add users, change passwords and migrating profiles, changing OU, deleting PC and adding.

HIGHLIGHTS:

  • Wiring layout
  • Termination boxes
  • Cat5, Cat6, CCTV
  • BNC and RJ45 termination
  • Excellent problem solver
  • Lifts 50+ pounds
  • Active Directory
  • DVR programming and remote viewing Android, IOS, Windows
  • Structural understanding
  • Self - starter
  • Testing and troubleshooting of wiring overhead, attics, underground
  • Patch panels, Server racks and cabinets
  • Installation of switches and routers
  • Decisive, Team player and Team Leader

EXPERIENCE:

Confidential

Senior Technical Support Specialist, Titusville, FL

Responsibilities:

  • Assisted customers to install and troubleshoot communications with Intellifuel equipment.
  • Provided telephone and e-mail support throughout the day.
  • Remotely access computers at customer sites for troubleshooting purposes
  • Troubleshoot and configure Intellifuel Linux based devices at customer sites or via SSH AUTH or RDP
  • Troubleshoot and advise customer on basic site network infrastructure
  • Troubleshoot and advise customer on software-related issues
  • Assisted in troubleshooting 3rd party customer site equipment
  • Provided consultation for hardware setup and best-practice guidelines
  • Effectively manage and track support cases, adhering to the company standard.
  • Proactively follow up with open cases on a regular basis, updating customers as needed.

Confidential, Rockledge, FL

Senior Lead Field Technician / Project Coordinator

Responsibilities:

  • Win 7 migration experiences with software compatibility issues and resolutions.
  • Use Active Directory to resolve issues with naming convention and IP conflicts PCs from XP to Win 7 containers
  • Excellent management skills with an emphasis on creating and maintaining good working relationships. Reliable, honest, and inventive with a perpetually optimistic personality. I apply my experience with common sense in decision making processes and possess the ability to easily adapt to changes.
  • Supervised 3 Lead technicians and 15 support technicians, submit reports daily to PM, plan, coordinate, initiate and executed different aspect of migration phases according to customers’ needs and specifications.

Confidential, Orlando, FL

Engagement Manager Cloud Services/ Support Analyst

Responsibilities:

  • Provided management oversight and support of Cloud services to the customer in a professional manner by establishing account communication, governance, and expectations that create positive customer satisfaction
  • Collaborated with Transition Managers to help drive consistent processes
  • Acted as the escalation path through the Cloud Services organization on delivery issues
  • Provided client reporting using SharePoint 10, Tableau and Excel either directly to the client or through other internal partners or process
  • Provided effective triage of technical issues and routing to appropriate departments for quick resolutions.

Confidential, Orlando, FL

Field Technician

Responsibilities:

  • Troubleshoot, support and maintain IT systems and applications at all assigned locations. This includes but is not limited to PC hardware, Voting machines and Tablets. Apply OS patches and upgrades.
  • Supported Voting Equipment’s and tested each one for connectivity and accuracy at local precincts.
  • Checked the phone lines and tested the air cards, WIFI and Broadband on tablets at each precincts.
  • Travelled to precincts to troubleshoot and fix problems during pre- election. Monitored and setup the equipment for Election Day.

Confidential, Orlando, FL

Senior Field Support Technician

Responsibilities:

  • Win 7 migration experiences with software compatibility issues and resolutions.
  • Ability to troubleshoot, support and maintain IT systems and applications at all assigned locations. This includes but is not limited to PC hardware, and laptops. Apply OS patches and upgrades on a regular basis, Antivirus and firewall.
  • Used Active Directory for Password reset, update user’s permissions, migrate users and PCs from XP to Win 7 containers
  • Consulted with tier III Help Desk Specialists to resolve more difficult, time consuming issues
  • Wall mounted touch screen kiosks, Kronos clocks, VPN and ISP WAN devices, Ethernet cabling, Wireless systems, printers/copiers, OpenOffice, virus protection, RDP terminal services, MS Outlook, O S - Win XP, 7, NT, 2013, OSX Microsoft Office suites - 2003/2007/2010 MS Exchange

Confidential, Orlando, FL

Field Support Technician

Responsibilities:

  • Win 7 migration experiences with software compatibility issues and resolutions.
  • Various types of PC hardware such as, Apple/Mac, Confidential, HP, Lenovo and Toshiba Hard drives, Monitors, printers, scanners, card readers, thermal imaging, security camera and video equipment hardware and software installation. etc.
  • Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation. Repair and recover from hardware or software failures.

Confidential, Orlando, FL

Field Support Technician

Responsibilities:

  • Win 7 migration experiences with software compatibility issues and resolutions.
  • Used Active Directory for Password reset, update user’s permissions, migrate users and PCs from XP to Win 7 containers
  • Various types of PC hardware such as, Apple/Mac, Confidential, HP, Lenovo and Toshiba Hard drives, Monitors, printers, scanners, card readers, thermal imaging, security camera and video equipment hardware and software installation

Confidential, Orlando, FL

Telecommunication Technician

Responsibilities:

  • Troubleshooting, analyzing and repairing problems of computer elements such as desktop computers, laptops and various components/peripherals of an IT network
  • Reviewed the network details and the overall arrangement of the client’s house for proper installation.
  • Used intelligent switches for cable installations involving two or more television sets.
  • Installed and troubleshoot telecom and cable issues.
  • Completed contract installation and repair services for home and business customers
  • Ran Coaxial and Cat5 cables, installed equipment and connect receivers.
  • Calibrated monitor program and troubleshoot devices following installation.

Confidential, Norwalk, CT

Desktop Support Technician

Responsibilities:

  • Conducted troubleshooting on various computer hardware and network cabling/wireless issues related to home networking.
  • Provided reference materials/consulting for Windows to advanced students.
  • Proficient in installation, testing, repair and integration. Cabling, racking, and fiber tray construction

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