Roaming Support Technician Resume Washington, DC - Hire IT People

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Roaming Support Technician

Professional technical support representative who performed troubleshooting functions on Windows 10 devices and resolved client/user issues face - to-face in various locations of the organization on a daily basis.
Escalated issues that needed more attention to upper-level Information Technology support via EServices application that was used to collect troubleshooting/upgrade checklist data during client visit.
Maintained an in-depth knowledge about the company’s computing products and applications in an effort to assist users, employees, and clients with any issues they may have experienced.
Assisted users, at all levels of the organization, with the setup of and training on devices upgraded to Windows 10.
Familiarized myself with the structure and functionality of BMC Remedy application for ticket creation and troubleshoot incident reporting.
Provided data remediation assistance for clients who sought to enhance computer system performance.
Supported employees in other Information Technology Support departments in an effort to help facilitate overall operations when necessary.

Confidential - Seat Pleasant, MD

Information Technology Consultant/Information Technology Supervisor

Worked with electronic retail clients to analyze computing and networking needs and aided them in achieving appropriate solutions.
Served as a Windows operating system expert, providing technical support for consumers and employees.
Provided accurate and appropriate information and assistance in response to customer inquiries or concerns regarding electronic troubleshooting.
Built customer loyalty by placing follow-up calls to customers who reported computing issues.
Demonstrated strong listening and empathy skills with patrons face-to-face and over the phone in an effort to obtain a feasible solution for technological conflicts or concerns.

Confidential - Washington, DC

Information Technology Service Representative

Troubleshot and resolved internet connectivity and general software issues across various computing platforms.
Added new user accounts on Cisco network, troubleshot issues with user accounts and monitored usage on the wireless management system.
Researched issues on various computer systems and databases to resolve consumer complaints and answer inquiries.
Referred difficult issues to upper management, while maintaining a positive rapport with students and faculty.

TECHNICAL SKILLS