Helpdesk Tier 3, Hardware Support Resume Raleigh, NC - Hire IT People

PROFESSIONAL EXPERIENCE:

Confidential, Raleigh, NC

Helpdesk Tier 3, Hardware Support

Repair, replacement, or upgrade of laptop and desktop computers.
Troubleshooting of in - house end user hardware issues.
Troubleshooting of in-house business class printers.
Ordering and inventory management of laptop and desktop computers, parts for laptop and desktop computers, toner for business printers, miscellaneous hardware and accessories.
Imaging and preparation of Windows computers for end users using SCCM and RDC.
Imaging and preparation of Apple computers for end users using DeployStudio.
Shipping and receiving of hardware to and from remote users.
Moving and setting up computers and desk phones for in-house users.
Writing setup directions for hardware for remote users.
Writing and distributing process documents to other helpdesk tiers.
Submitting 3rd party support tickets and coordinating with 3rd party technicians.
Ticket management and SLA adherence.

Confidential, Raleigh, NC

Helpdesk Tier 1, Analyst

Triage and troubleshooting of end user issues via telephone, email, and remote access.
Ticket management, SLA adherence, facilitation of IT Department communications during crisis.
Minor user account management, unlocking SSO accounts and resetting passwords.
Issuing and troubleshooting of RSA SecurID Hardware and Software tokens.
Deploying bug fixes provided by the Development Team.

Confidential

EasyTech Resident Technician

In store and on-site service, set up, and repair of personal computers.
Services include PC tune ups, diagnostics, in store virus removals, and new PC setup.
Customer assistance with technology products and services.

Confidential

Call Center Representative