Technical Support Specialist Resume Etters, PA - Hire IT People

SUMMARY:

Experienced Service Desk and Desktop Support Technician seeks employment opportunities as Desktop Support Technician, Helpdesk Support Technician, or an Information Systems Support Analyst.

SKILLS & EXPERIENCE:

Software Support: Provided support for multiple operating systems and software including Windows, iOS, and UNIX based environments. Resolved technical issues through troubleshooting for various desktop and web based applications. Completed system imaging and configuration via Ivanti, Acronis, and Empirium as needed. Experienced with assisting end users through remote access.

Hardware Support: Configured, deployed, diagnosed, and repaired desktops, laptops, printers, scanners, and mobile devices. Configured and maintained inventory of 104 iPod based handheld scanners.

Security & Provisioning: Extensive experience with Active Directory. Responsible for account provisioning. Created accounts in AD and Exchange Management Console. Created and modified security groups and Organizational Units. Maintained account permissions. Reset passwords and unlocked accounts. Set network share permissions. Disabled accounts as needed.

Network & Telecom Support: Diagnosed and resolved networking problems with desktops, laptops, printers, scanners and mobile devices. Resolved issue with wireless and VPN access for employees, vendors, and the public. Configured, diagnosed, repaired, and deployed analog, digital, and IP phones.

Team Management: Managed and trained an after - hours Help Desk team with 12 members supporting more than 40 contract clients. Created knowledge base articles to assist team members with resolving technical issues.

WORK HISTORY:

Technical Support Specialist

Confidential, Etters, PA

Responsibilities:

Provided hardware, software, and network support for laptops, desktops, and mobile devices.
Provided remote support for field sales agents.
Documented requests and incidents in CA Service Desk. Installed images, OS updates, software packages, and hardware for workstations and laptops.
Deployed computers for users along with installing and configuring digital desk phones.
Assisted with installing and maintaining servers and cables in the server room.

Network Technician

Confidential, Carlisle, PA

Responsibilities:

Provided primary software and hardware technical support for the hospital and 20 affiliated out Confidential clinics and family practices.
Maintained desktops, laptops, printers, and peripherals as needed. Diagnosed and repaired basic networking issues.
Documented and escalated requests and incidents in Remedy.
Resolved Tier 2 tickets escalated from Service Desk.
Educated end users on equipment, policies, and procedures related to IT.
Assisted with deployment of Windows 10 desktops throughout the hospital and affiliated sites.
Coordinated with team for on-call schedule.

Service Desk Analyst

Confidential, Carlisle, PA

Responsibilities:

Provided software and hardware technical support for the hospital and several out Confidential clinics.
Resolved issues with Windows, Office, desktop applications, analog/digital/VoIP phones, and several EMR systems.
Documented incidents and requests in Service Now.
Responsible for maintaining and ordering replacements for 104 Confidential Safe Solutions handheld iPod scanners.
Created and managed Active Directory accounts for large end user base.
Changed and logged daily backup tapes for Pulse. Responsible for reconciling daily Confidential t census.
Compiled and uploaded pathology d Confidential via FTP to outside vendor.

Independent Technical Contractor

Confidential, Mechanicsburg, PA

Responsibilities:

Provided software and hardware support for home computing systems.
Set up and manage home networks.
Provided informed recommendations for purchasing hardware and software.

TSC Analyst

Confidential, Camp Hill, PA

Responsibilities:

Provided technical support for desktop systems within the hospital.
Documented incidents and requests in Footprints.
Provided after hours support on a rotating schedule.
Created and managed network accounts.
Resolved or escalated issues with Allscripts, NextGen, Document Imaging, and Siemens Invision.

Help Desk Team Lead

Confidential, Mechanicsburg, PA

Responsibilities:

Promoted to Team Lead after one year. Managed team that was responsible for providing after-hours support for 40 contract clients.
Created and maintained knowledge base articles in BrainEKP.
Assisted team members with complex technical problems.
Covered shifts while team was short staffed.
Continued to provide excellent customer service and support.

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Technical Support Specialist Resume

Etters, PA

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