Supervisor It Technical Support Resume
Battle Creek, MI
SUMMARY:
A proactive and customer - focused IT Technical Support Supervisor with 10+ years of proven network and helpdesk experience. A team player who excels at delivering exceptional customer service with efficiency and accuracy in fast-paced office environments.
IT SPECIALTIES:
- Microsoft Office
- Windows 7 & 10
- Computer Setup, Troubleshooting & Repair
- Software Installation & Support
- ISP Level DNS Administration
- Virus Protection System Maintenance
- (Symantec Endpoint Protection, ESET, Trend Micro)
- Server Troubleshooting
- Domain & SSL Certificate Registration & Renewal
- Data Recovery
EXPERIENCE:
Confidential, Battle Creek, MI
Supervisor IT Technical Support
Responsibilities:
- Provide comprehensive hardware and software technical support for 450 employees of fast-paced acoustical and thermal fiber insulation manufacturing plant
- Close 99% of incident tickets within 24-hours and without escalation
- Surpass 5-ticket daily average by proactively assessing, prioritizing, and closing 40+ tickets a day
- Seamlessly step in to support Milsco division employees in Jackson location during IT staff vacations
- Manage 7 technicians within our Milsco, Janesville, Metalex divisions.
- Strive to drive a positive, self-motivated and team focused environment.
- Investigated and resolved end user inquiries and complaints in an empathetic manner.
- Maintain up-to-date knowledge of computer and mobile device products.
- Interviewed and trained Technical Support Technicians
Hardware Support: Aruba access points; HP, Canon and Kyocera printers; ShoreTel IP phones
Software Support: ShoreTel Communicator; Sophos Anti-Virus; AutoCAD; Microsoft Office 2013 and 2016; Dell SonicWALL NetExtender; ShoreTel Director, SpinFire; Android & IOS; AIM Vision; Dynamics, XA
Confidential, Portage, MI
IT Support Analyst
Responsibilities:
- Provided multi-generational hardware and software support as a contractor for the finance and customer service departments of Stryker, a global medical supply company
- Leveraged impeccable work ethic to track unassigned tickets, provide in-person support, and close 60+ tickets per day, exceeding 10-per-day average and achieving 97% 2-hour or less average close rate
- Tracked tickets for area offices and facilitated remote sessions, solving 99% of issues during first call and without escalation
- Promoted team-centric culture by sharing successful strategies with IT team at monthly meetings
Hardware Support: HP & Dell laptops/desktops; Microsoft Surface Pros; Ricoh Printers; Kyocera Printers; HP LaserJet Printers; Avaya CS540 telecom systems; Tablets; Mac
Software Support: Microsoft Office 365; Junos Pulse VPN; Citrix (JDE); DocView; AS400/iSeries; Adobe Creative Cloud; DataMagine; SharePoint; Trackwise; Velocity; McAfee Anti-Virus; Android & IOS
Audio/Video Support: WebEx; GlobalMeet; PGI; Crestron technologies
Confidential, Traverse City, MI
Support Services Specialist
Responsibilities:
- Provided comprehensive hardware and software support for IT company’s diverse client base in law, accounting, and medical fields, earning 4.97 out of 5-point average customer satisfaction rating
- Intuitively prioritized urgency and closed an average of 35 tickets per day to maintain a 105+% efficiency rating on monthly reviews
Confidential, Grand Rapids, MI
Implementation and Support Services
Responsibilities:
- Set up, tested, and supported SalesPad’s MS Dynamics simplification solution, ensuring plug-in served each client’s unique needs
- Delivered clear, individualized online training to clients
Confidential, Grandville, MI
Network Operations Center Client Support Engineer
Responsibilities:
- Represented IT service company by providing installation, setup, repair, and security support to healthcare clients like Confidential, closing 95% of tickets before FLA agreement expiration