Tier II Technician, IT Help Desk Resume

SUMMARY:

with over 5 years of experience in Technical Support and providing high - quality customer service. An accommodating Technical professional that is dedicated in contributing towards team metrics. Maintains a proficiency in various desktop applications and software, electronic ticketing systems, with administrative knowledge in technical and account support, data entry, and hands-on technical services. Completes task to maximize efficiency without the sacrifice of quality. Possesses strong written and verbal communication, while providing courteous, accommodating customer service.

PROFESSIONAL EXPERIENCE:

Confidential

Tier II Technician, IT Help Desk

Reset passwords, unlock accounts, and account creation via Fischer and Active Directory.
Identify, prioritize, and resolve problems including data, account administration, and issues with applications.
Facilitate the creation, use, and maintenance of user login accounts to the college network, email, distance learning, Colleague, and other applications.
Troubleshoot and assist students and staff in connecting to the HCC wireless network from their personal wireless devices.
Coordinate with Student Computer Support the servicing of computer classrooms and computer labs.
Coordinate with User Network Services in maintaining and supporting faculty and staff technology needs.
Coordinate with Administrative Information Systems regarding HCC Express, Ad Astra and Colleague issues.
Affectively support, and troubleshoot settings for Microsoft Outlook users in an Exchange Environment.
Maintain and troubleshoot the hardware, software and updates for Student Loaner Laptops.
Personalize and test employee cell phones, including synchronizing email and other Outlook items and connecting to the wireless network.
Provided solutions to Network connectivity and software/application issues.
Troubleshoot cell phone problems with the user, contacting the vendor, as required. Distribute software in accordance with the MEEC agreement to staff and faculty members, providing installation instructions and technical support.
Experienced with Mac OSX, IOS, Windows support and troubleshooting.
Assist students with software applications, equipment, printing and utilization of the student computer study labs.
Assist in maintaining and enhancing the Help Desk website and intranet site.
Responsible for documenting issues using automated infrastructure management/ticketing software and Active Directory.
Assist supervisor with preparation of help desk reports and IT vital signs data.
Assist with initial set up of the myHCC web portal. Assist with maintaining the help desk’s web portal.
Shadowing Senior Technicians during in-depth, hands-on technical support including the reimaging of computer systems, hardware and drive replacements, and networking/server support.

Confidential

IT Help Desk

Provide the first level of technical support for faculty, staff, students and members of the public contacting the help desk via telephone, e-mail the web, and walk-in. Evaluate and troubleshoot customer problems and provide immediate solutions, if practicable, or assign action to the appropriate second level IT department for resolution via HEAT ticketing system.

Confidential

Lab Consultant, IT Help Desk: .

The Lab Consultant has two primary functions while monitoring the open computer study labs on campus: (1) Providing informed, patient, and courteous assistance to all customers; (2) Monitoring the use of the student computer lab resources, equipment, and services.

Confidential

Project Manager’s Assistant

Duties included face-to-face customer interaction, receiving and assigning service calls to the proper laborer, creating spreadsheets for cost and materials, and basic in-home electrical wiring.

TECHNICAL SKILLS

Certificate of Technical Proficiency in Microsoft Office - Maryland State Department of Education, June 2008.
Proficient with Microsoft Office/Outlook, Active Directory, HEAT ticketing system, Datatel Colleague, SiteExecutive, SCALA, Adobe Creative Suite, Basic HTML, Social Media Applications.
Fluent with all Mac OSX, and PC operating software.
Proficiently able to navigate both iPhone and Android OS.

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