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Support Technician Resume

Detroit, MI

SUMMARY:

  • Proficient in a fast paced, production environment, while adhering to SLA metrics
  • Enthusiastic; customer - oriented with excellent interpersonal skills
  • Experienced on-site, and remote support analyst with hardware and software PC issues
  • IT infrastructure and systems experience with proven analytical, evaluative and problem-solving abilities

TECHNICAL SKILLS:

  • MS Outlook E-mail configuration
  • Internet/LAN connectivity troubleshooting
  • Go-To Assist, VNC remote access tools
  • Symantec Antivirus, Sophos, MacAfee
  • Windows 7/10 configuration support
  • SCCM and AD user management iOS and Android mobile device proficient
  • Support ticket and escalation procedures
  • Dell and HP hardware support experience
  • HP and Ricoh all-in-one printer support

PROFESSIONAL EXPERIENCE:

Support Technician

Confidential, Detroit, MI

  • Break-Fix Hardware/Software for Desktop, Laptop, and Mobile devices
  • Monetary Advisement
  • Printer Support
  • Windows 7/10 configuration support
  • Virus removal, debug, and registry reolutions

Systems Support Engineer

Confidential, Southfield, MI

  • Desktop support and customer service duties, including troubleshooting of hardware, and application issues on PC’s, laptops, tablets, and mobile phones.
  • Reference and maintained knowledgebase of common issues in environment
  • Perform password resets and unlock accounts, or machines for end users, perform email configuration, and MS office application repair/installs
  • Log incidents in Remedy in accordance to the escalation matrix and perform incident investigation
  • Determine impact of issue and link child tickets, to parent tickets for future outage analysis

Server Migration Engineer

Confidential, Southfield, MI

  • Deploy, configure and support of virtual and physical servers
  • Ensure servers and applications meet performance standards, including security, capacity, and up-time
  • Completed Windows Server 2003/2008 migration project

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