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It Support Specialist Resume

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Washington, DC

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SUMMARY:

  • A result - driven and skilled IT Professional with over 5 years of hands-on experience analyzing, diagnosing, and resolving technical hardware, software, and networking questions and problems in a mission critical service environment.
  • Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
  • Skilled problem-solver able to communicate with users at all levels of technical proficiency.
  • Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.

TECHNICAL SKILLS:

Platforms: Windows, Unix, Linux, Mac OS X, iOS, Android

Networking: LANs / WANs / SANs, TCP / IP, VoIP, DNS, HTTP, Wireless / VPN Architecture, Cisco Routers & Switches, Firewalls, Cisco IOS, Active Directory Domain Controllers

Software: MS Office (Word, Excel, Outlook, PowerPoint, Access); VMware applications; Salesforce; anti-virus programs

Hardware: desktops, laptops, printers, scanners, projectors, Routers, Modems

Applications: Zendesk, Microsoft Dynamics NAV, Norton / McAfee Antivirus, Symantec Backup Exec, Symantec Ghost Solution Suite, Norton Internet Security

PROFESSIONAL EXPERIENCE:

IT Support Specialist

Confidential, Washington, DC

Responsibilities:

  • Installation & Configuring of Software’s, Antivirus.
  • Troubleshoot problems with Laptop & Desktop Hardware, Application, printer and OS Configuration of devices attached to laptops & Desktop.
  • Remote working support to clients.
  • Handing of operating system related issues, Antivirus Related Problems.
  • Installation & Configuring of MS Outlook, Printers, Firewall, Storage Area Network.
  • MS Outlook configuration & troubleshooting 2003/2007/2010/2013.
  • Install and configure VPN Application issues.
  • Installation & configuration Citrix Application, troubleshooting of citrix issues.
  • Managing tickets, calls & emails within SLA.
  • Work on Network connectivity troubleshooting, ping, and telnet, planning, Implementation, and management of LAN.
  • Hardware Support (Trouble Shooting, Configuration, Assembling, Maintenance, Installation etc.

Technical Support Specialist

Confidential, Irvine, CA

Responsibilities:

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Addresses and resolves basic incidents and requests and logs all incidents and requests
  • Creates a positive client support experience and builds relationships through deep problem understanding, ensuring timely resolution
  • Monitors systems and peripheral equipment, system processing, and error listings to maintain control of hardware and software malfunctions
  • Walk customer through problem-solving process.
  • Install, modify, and repair computer hardware and software.
  • Clean up computers. Run diagnostic programs to resolve problems
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

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