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Tier2 / Hardware Technician Resume

SUMMARY:

  • Highly skilled in installing, repairing, maintaining and troubleshooting computer hardware, software, and peripherals.
  • Works well independently, and in a group setting providing all facets of computer support.
  • 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.
  • CompTIA A+ certified, in the process of obtaining the CompTIA Network+.

SKILLS:

Software: Microsoft Office Suite 2000, 2003, 2007, 2010, 2013 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems 2000, XP, Vista, Windows 7, Windows 10; Norton Ghost; installing drivers; SharePoint; basic HTML, blogs, and wikis; basic understanding of database and SQL; DART; Remedy; Lotus Notes; Microsoft Office 365;

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; BlackBerry configuration

Networking: General networking experience (running cables, troubleshooting connections, activating ports, basic router configuration, switches, Wi - Fi router)

Support: Helpdesk escalation and documentation on ticketing system, customer service support (email, phone, and In person)

EXPERIENCE:

Confidential

Tier2 / Hardware technician

Responsibilities:

  • Operate with a good attitude and excellent communication skills in order to communicate with end users/team over the phone or in person
  • Provide technical support to a large enterprise of end users with varying technical knowledge
  • Deploy machines to end user workstations while maintaining cable management and workstation cleanliness
  • Update tickets to reflect work completion and works in progress.
  • Organize and maintain an inventory of different hardware parts for laptops, desktops, and printers
  • Perform hardware maintenance for all HP laptops and desktops for onsite users and regional
  • Triage help desk tickets by priority and tier 1/2
  • Regularly organize my office and the neutral workspace to ensure optimal efficiency
  • Manage and modify user accounts through active directory
  • Install and configure new HP network printers
  • Image multiple Dell/HP laptop and desktop models and deployed software via branch SOP’s
  • Run numerous virus, system file, and hardware scans for laptops needing repair
  • PC refresh and migration from Windows 7 to Windows 10
  • Manage Windows 10 and Windows 7 workstations
  • Help remote users troubleshoot VPN and internet connectivity issues
  • Assist users with migration to new print servers
  • Swap and upgrade RAM and hard drives for various computer types and models
  • Upgrade mechanical hard drives to SSD’s and transfer data as necessary
  • Set up various peripherals for users and implemented various desk configurations as requested (Standing desks, hanging dual monitor arms, left handed mouse configuration, etc.)
  • Input and monitor service requests via email, voicemail, and phone calls
  • Ship laptops and other hardware throughout the country to end users
  • Communicate with HP for hardware repairs and depot

Confidential

QC Technician /Helpdesk

Responsibilities:

  • Maintain 16- 32 workstations a day to insure that users productivity are not interrupted
  • Contacted end users via phone, email, and IM to help resolve issues
  • Resolved between 10-20 tickets daily
  • Managed user accounts through active directory
  • Remotely assisted users via RDP
  • Remotely installed local printers and helped troubleshoot network printers
  • Provided technical support to over 2200 end users
  • Averaged between 35-45 calls a day while simultaneously processing email requests
  • Created knowledge base articles as new/undocumented issues were reported and distributed them to colleagues for reference

Confidential

Tier 1 Support

Responsibilities:

  • Install software, modify and repair hardware and resolve technical issues
  • Provide base level IT support to 700 non-technical personnel
  • 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 8 and Windows 7 workstations
  • Setup, manage, and configure multiple types of servers.
  • Ensure that Remedy/Spiceworks tickets are resolved and completed to the client’s satisfaction
  • Active Directory - Account creation, Password resets, Group policies
  • Develop client SharePoint Foundation 2010 sites and provide support as needed
  • Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
  • PC refresh and migration XP to Windows 7 and 8
  • Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, fax and desk side
  • Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)
  • Perform administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
  • Create and manage Network accounts to include granting access to secured file shares
  • Manage bench IT inventory
  • Provide configuration and SharePoint administration support
  • Coordinate and support VTC/Audio conference
  • Provide level 2 end-user technical support for Windows 7, Microsoft Office, Network connection Update ticketing system to reflect work in progress or completed

Confidential

Installation Technician

Responsibilities:

  • Conducted the Reimaging process on over 35 laptops a day to successfully complete the On-Boarding process of new hires
  • Issued and assigned approximately 300 items of company assets to employees a week generated through DART/Remedy ticketing system decreasing the backlog on requested equipment
  • Offered technical assistance on-site or via phone or email providing convenience for end users of Confidential
  • Responsible for installing, maintaining and repairing company assets such as monitors, keyboards, and other peripherals
  • Executed the installations of printers, copiers, and scanners (multiple models)
  • Installed PC memory, hard drives, and other hardware maintaining the company tech standards on data bearing assets
  • Compute data backups and restorations for users executing the Tech Refresh process
  • Troubleshoot and analyze a variety of computer issues

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