Technical Support Resume Oxon Hill, MD - Hire IT People

SUMMARY:

Analytical and innovative IT Professional, known for comprehensive and progressive business experience. Recognized for effectively collaborating with teams to define objective and provide measurable results within scope and budget. Decisive, goal - oriented strategist known for accountability, motivation, and focus on solution delivery. Expertise in:
Report development and documentation
Advance Hardware Troubleshooting and Diagnostics
Network Troubleshooting and Resolution
Data Analysis
Business processes and standard operating procedures
CompTIA Security+ certified professional
A team player passionate about problem solving and troubleshooting
Strong history of customer service and escalation experience
Self-starter and quick learner dedicated to personal development in the IT field

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential - Oxon Hill, MD

Technical Support

Handle all customer service/technical support issues such as coordinating AV set-up for events, configuring cable boxes, multifunction devices and responding to IT requests and questions; Assist customers that are having data connectivity issues, maintained policy and procedures to maintain end-user privacy, setup and Administered NFC’s Wi-Fi Access Points, create login credentials for new users as well as helped users reset login credentials who have been locked out of portal
Participated in the troubleshooting, diagnosing and resolving common issues; such as LAN and VPN (remote) connectivity, printer/imaging devices, facilities related request, and desktop applications
Process and respond to general inquiries over the phone and in person in a timely and professional manner
Provide through support and problem resolution for customers
Deploy new PCs, transferring data, and wiping hard drives for PCs identified for disposal or re-use
Provide backup of software and perform equipment repairs, responsible for imaging HDDs and wiping viruses
Research issues on various computer systems and databases to resolve complaints, answer inquiries and outline solutions
Handle technical troubleshooting including system crashes, slow-downs and data recoveries

Confidential - Salisbury, MD

Customer Service Specialist (Part-Time)

Record names, addresses, purchases and reaction of prospects contacted
Followed up with current customers who had past due accounts
Interacted with sales associates of host store building strong employee and client relationships
Tracked sales and provided initial feedback to the host general management to build sales strategies, marketing skits, clearance and holiday promotions.

Confidential - Lanham, MD

Customer Service Representative

Developed a strong relationship with customers by being a trusted adviser and partner with product use in their lives
Multi-tasked answering incoming calls, while assisting customer and restocking merchandise
Highly organized with great attention to detail and follow through
Strived for one call resolution and avoided escalation of issues
Conducted monthly audits form department merchandise
Solicited, opened and activated applications in accordance with Confidential standards
Recommended merchandise based on customer needs
Responded appropriately to POS backup calls and Service Desk calls
Properly held merchandise for customers when needed, including returning merchandise not picked up to the sales floor

Confidential - Frostburg, MD

IT Support Specialist

Provided support on complex hardware and operating system software and typically involves certified systems engineers when additional support is needed
Provided technical support for 800+ users by telephone, as part of the help desk services team
Resolved software and hardware desktop issues
Assisted users by utilizing experience with multicase media, wireless networking, port security, remote access and VPN port
Provided systems diagnostics monitoring and reporting/escalation services
Performed incident capture, verification, diagnostics and escalations
Monitored the Remedy ticket queue and assign tickets according to SOPs
Performed Level I designated first call resolution
Maintained knowledge base documentation
Provided a timely response to customer queries for assistance