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Technical Support Engineer Resume

QUALIFICATIONS SUMMARY:

Solutions - driven professional with 8 + years’ experience providing rapid and client-focused technical support to 500+ users. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical understanding. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly. I am a self-motivated, flexible, help-desk professional with experience prioritizing and organizing multiple tasks. Being Comp TIA A+ Certified gives me expert knowledge of computer repair, installation and troubleshooting.

TECHNICAL PROFICIENCIES:

Platforms: Windows XP/7 / 8//10, Mac OS, iOS, Android

Hardware: Dell / HP desktops and notebooks, iPads, iMac, Android Tablets, Printers, Scanners, Digital Projectors

Applications: Microsoft Office, 2010,2013,2016, 365 / McAfee Anti-virus, Veritas / Remedy / Symantec Ghost, Norton Internet Security/ Bomgar / Heat / CA Service Desk/Cisco Any Connect/Citrix/RSA Security Console

EXPERIENCE:

Confidential

Technical Support Engineer

Responsibilities:

  • Perform systems administrative and operational duties on computer systems.
  • Maintain files as required by the vendor of custom design application.
  • Analyze, evaluate, and test software and hardware problems.
  • Perform installation, planning, and security of computer facilities.
  • Responsible for developing and maintaining systems configuration.
  • Prepare activity and progress reports regarding support activities.
  • Respond, investigate, and correct problems.
  • Act as technical resource for all users.
  • Contribute to finding improvements in the hardware, software, or infrastructure-related services.
  • Work toward agreed-upon SLAs in order to resolve customer issues in a timely manner.
  • Organize appropriate and utilize commercial and government off-the-shelf products (COTS and GOTS).
  • Install, troubleshoot, support, and configure microcomputer hardware and software systems to include servers.
  • Perform these functions for peripheral devices such as modems, scanners, printers, and fax devices.
  • Provide troubleshooting diagnosis and repair for microcomputer devices.
  • Install hardware and software application on myriad of computer devices.

Confidential

Helpdesk Specialist

Responsibilities:

  • Serve as the first point of contact for troubleshooting hardware and software for PC and printer problems
  • Assisting clients in planning/developing objectives and goals
  • Supporting client objectives and conforming to the client’s operating practices
  • Performed hardware/software installations, upgrades, repairs, and maintenance
  • Followed and improved Information Services area processes.
  • Assisted tier II with software rollout and upgrades.
  • Set up new employee equipment and trained end users on enterprise applications.
  • Daily tasks include creating, closing and updating troubleshooting tickets
  • Responsible for Android & iPhone support from configuration to troubleshooting.
  • Worked with Active Directory to reset passwords, unlock accounts, and create computer accounts.
  • Functioned as a Senior Tech fielding calls and assisting other technicians when issues occurred.
  • Remote support using Bomgar and Microsoft SMS Remote Tool
  • Interacted promptly by phone, email, and Microsoft Lync with on call desk side support teams, engineers, and Tier 3 groups for escalated matters

Confidential

Helpdesk Support Services Specialist

Responsibilities:

  • Reset user passwords for different applications and unlocking users accounts using active directory
  • Troubleshooting day-to-day customer issues and provide direct support to clients by phone
  • Work with the client to communicate important information about system maintenance, changes and events, and to address client concerns regarding any aspect of the services
  • Responsible for installation and support of all standard & proprietary desktop applications software
  • Extensive end-user and administrative knowledge of latest Microsoft Office Applications
  • Work as a team member, providing support to colleagues as and when required.
  • Probe the users to identify the actual root cause of the issue and troubleshoot it with all available resources
  • Receive, manage and record IT help desk requests by telephone
  • Forward technical support issues that cannot be addressed by the Help Desk to the appropriate technician

Confidential

Helpdesk Analyst

Responsibilities:

  • Provide in-depth and high level, telephone support to end user community on software problems.
  • Provide first-line response for users requiring assistance with information technology issues and problems.
  • Track issues to resolution updating the internal knowledgebase and/or communicating lessons learned with relevant business units.
  • Configure user’s blackberry with blackberry enterprise server and trouble shoot blackberry issues.
  • Account management in Microsoft Active Directory and the Exchange Management Console
  • VOIP phone setup and support
  • Desktop and Laptop deployment / Hardware imaging
  • Completed memory and card installation, reconfigured systems, replaced defective hard drives as needed with new drives with approved image.
  • Built strong relationships among the regional desktop teams & other IT teams as well as working as a unified global helpdesk team.
  • Resolved Level 1 and 2 support calls. Elevated complex and/or high priority problems to the appropriate support groups for resolution.

Confidential

QC Technician

Responsibilities:

  • Track user installations for 5 days to ensure quality of product delivery
  • Verify that all equipment have been logged into the system and assign to the correct user .
  • Troubleshoot installation related issue and follow-up to resolution
  • Train users or assist with questions on using new machines or equipment
  • Assisted with Windows 7 upgrade from Windows XP.

Confidential

Tier 1/CHCS Operator /Ahlta Support

Responsibilities:

  • Performed hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
  • Reset user passwords, folder access privileges, unlocking users accounts using active directory
  • Supported laptops, desktops, printers, medical equipment and blackberry’s
  • Fielded incoming tier 1&2 help requests from end users via both telephone and e-mail in a courteous and Professional manner
  • Created remedy tickets for escalated (tier3) ticket

Confidential

Desktop Field Technician

Responsibilities:

  • Responsible for providing technical support for end users in a timely manner
  • Assisted customers with hardware and software related issues
  • Troubleshoot and assisted with maintaining users’ network connectivity
  • Network cabling / wireless network support

Confidential

Help Desk Technician

Responsibilities:

  • Assisted with network administration and maintaining network systems
  • Maintained and repair over 200 computers for various customers
  • Created, configured and tested cabling of networked machines
  • Documented user problems and troubleshoot to find solutions

Confidential

Media Specialist

Responsibilities:

  • Maintained the inventory of products sold in the media/electronics area
  • Insured that my area was always in stock
  • Assisted customers with their purchases

Confidential

Sales Associate

Responsibilities:

  • Work with clients to find best solution for their printing, copying and mailing needs
  • Provide copies at customers’ request via walk-ins, telephone or email
  • Perform various cashier responsibilities

Confidential

Mail Handler/Mail Processing Clerk

Responsibilities:

  • Operated and monitored performance of automated mail processing equipment and manually sorted mail
  • Collected, bundled, and transferred processed mail
  • Loaded, unloaded, open and emptied containers of mail

Confidential

Library Clerk

Responsibilities:

  • Provided routine information and assistance to faculty, staff, students, and community users
  • Searched and maintained library files and patron records using various d Confidential bases
  • Performed requester processing, over dues and invoicing, and book search functions

Confidential

Claims Processor

Responsibilities:

  • Examined and processed health insurance claims
  • Reviewed claims and ensured their accuracy
  • Met claims processing goals of 99% accuracy

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