Tier 2 Desktop support technician Resume

PROFILE SUMMARY:

World class IT professional that possess excellent customer service skills. Knowledgeable in configuration of desktop support, installing and performing minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Ability to learn and comprehend new systems and methods quickly. Ability to work well independently and as a member of a team. Committed to excellent customer service and customer satisfaction. Answer telephone calls to assist computer user encouraging problems. Diplomatic and assertive in dealing with people.

AREAS OF EXPERTISE:

Active Directory - Windows Server 2012- Ports, Protocols, and TCP/IP- Sharepoint 2012- Windows XP/Vista/7- Ms Office 2007/2010/2013- IE 8/9/10- Google Chrome- Firefox- Safari- IOS 7/8- Win 7 migration- Social engineering- Office 365- Cabling- DHCP- Smart Card Authentication

EXPERIENCE:

Confidential

Tier 2 Desktop support technician

Responsibilities:

Manage staff, including motivation, hiring, reviews, needs and overall performance and report on key service - level metrics and strive for continuous improvement
Ensure IT compliance meeting security and other government regulatory standards and practices
Effective presentation skills and ability to convey complex processes clearly and concisely
Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives
Promote a professional environment at all times and provide a point of escalation of staff, customers and internal teams with the area of accountability
Install and configure software products across installed hardware platforms
Troubleshoot product and environment issues
Manage trouble tickets
Provide VIP Level Support
Establish close working relationships with the other departments and service providers and develop proactive business partnerships with service recipients
Provide an out-of-hours escalation path for technicians and customers outside of normal office hours and organize backups for colleagues who are unable to fulfil their duties in an out-of-hours environment
Manage SLAs and KPIs based support processes
Manage communication with stakeholders regarding service provision and outages
Manage a team of individuals and will include performance, conflict, change, and budget management

Confidential

Tier 1 Support, Washington, DC

Responsibilities:

Install software, modify and repair hardware and resolve technical issues
Provide base level IT support to 700 end users
Display courtesy and strong interpersonal skills with all customer interactions
Develop quick guides to assist end - users with challenging software application features
Manage windows workstations including desktops, laptops, and tablets
Ensure that remedy and spice works tickets are resolved or escalated
Active directory- Account creation, Password resets, Group Policies.
Develop client SharePoint Foundation 2010 sites and provide support as needed

Confidential

Medical Support Assistant/Volunteer

Responsibilities:

Maintains standardized office procedures that provide clear and accurate guidance for the completion of both administrative and clinical tasks
Receives incoming calls, answers and directs questions and issues accordingly
Demonstrates an awareness and sensitivity towards family and Confidential t rights
Serves as back up for Clinical Representative
Greet and direct Confidential ts for appointments, tests and consults performing effective customer relation skills

Confidential, Washington, DC

Administrative Clerk

Responsibilities:

On a daily basis I am responsible for Dialysis clinic
Greet and direct Confidential ts for appointments, tests and consults performing effective customer relation skills
Utilize DHCP to complete encounters, schedule and cancel Confidential t appointments ensuring accuracy
Prepares Confidential ts charts for triage
Receives incoming calls, answered and directed questions and issues accordingly

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