Tier I/I1 Support Resume

SUMMARY:

Highly skilled in installing, repairing, maintenance and troubleshooting computer hardware and peripherals. Works well independently, or in a group settling providing all facets of computer support. Working knowledge of networking devices and printers. Excellent interpersonal skills, able to adaptable and learn quickly, 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.

TECHNICAL SKILLS:

Office 365 Migration: Remedy - Security Management - Break/Fix - Active Directory - Microsoft Exchange - Ports, Protocols and TCP/IP

SharePoint 2010: Windows XP/Vista/7/8/10 - Outlook - MS Office - Google Chrome - Firefox Internet Explore Remedy

Win7 Migration: Networking Vendor Management Office 365

PROFESSIONAL EXPERIENCE:

Confidential

Tier I/I1 Support

Replaced obsolete or End-of-Lease PC's meeting all customer's expectations and guidelines.
Imaged and configured PC's on new installs and peripherals ensuring positive customer feedback
Erased hard drives of PC's with expired leases to ensure all security measures were met.
Disassembled PC's for recycling when required, reducing overhead waste and spending.

Confidential

Tier I/I1 Support

Maintained, repaired and installed personal HP, Dell and Asus pc’s/laptops and network hardware and software
Reviewed, maintained and performed upgrades to existing pc systems
Supported 250 end users and 100 servers
Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining and upgrading all PC/Thin Client/MAC hardware, software and equipment to ensure optimal workstation performance
Knowledge of the Remedy ticket system
Knowledge of System Explorer
System administration, user account creation, backup/restore data
Applied solutions by restoring broken or intermittent connections, adjusting software configuration, installed patches and rebooted entire system
PC refresh and migration Windows XP to Windows 7
Assisted with the management and maintenance of hardware and software inventoried
Provided end user support post migration
Installed and configured COTS applications
Knowledge of LAN/WAN network environments
Ability to troubleshoot, and recommend remediation, build and configure issues
Ability to answer technical questions or refer questions to appropriate channels

Confidential

Tier 2 Support

Support and maintain all equipment related to End User Computing during Break/Fix, IMAC(Install, Move, Add and Changes) and Desk Side Service type events.
Conduct technical support in accordance with documented standard procedures.
Works with Field Managers and Lead Technicians in the event of needed escalation to troubleshoot and solve technical problems.
Successfully developed and delivered more than 30 migrations from on-premise Exchange platforms to Office 365.
Established procedures and documentation for these migrations to productize a very custom solution to be more readily deliverable.
Collaborate with selected strategic team members to provide expertise and work direction.
Provide manager with regular updates on problems encountered and identify possible longer-term solutions or improvements to reduce future problems.
Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes

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