We provide IT Staff Augmentation Services!

Lead /tier Ii Specialist Resume

White Oak, MD

SUMMARY:

  • IT professional looking to utilize my technical problem - solving skills and my customer service expertise in an IT support role. Works well independently, or in a group setting, providing varying levels of computer help desk support such as troubleshooting, installations, and networking. In-depth knowledge and understanding of various software packages and operating systems. Skilled in providing customer and end-user help desk support. Easily identifies and resolves technical issues and concerns. Excellent communication and presentation capabilities. Good at multitasking and working in fast environments.

PROFESSIONAL EXPERIENCE:

Confidential ,White oak, MD

Lead /Tier II Specialist

  • Provided customer services and technical support through analysis and problem solving.
  • Assisted with the deployment and troubleshooting of Office 2016 and Outlook 365 for about 22,000 users.
  • Educate end users on security measures and laptop usage.
  • Assisted users in activating and configuring Androids, iPhones, iPads, and Blackberries
  • Provide system and application diagnoses to remediate issues while engaging other teams as needed.
  • Installed software and troubleshoot users software malfunctions.
  • Used administrative credentials to unlock and add users into necessary groups in active directory.
  • If user is unable to connect to vpn: test out home Wi-Fi connection first; once home Wi-Fi is established check to if they can connect to the network using vpn.
  • Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
  • Supported/ monitor migrating user from office 2010 to office 2016: help user establish an email account in outlook 2016 help with the migration process for outlook 365 in pushing user to the cloud. Help troubleshoot if outlook 2016 would not open for the user, as well as troubleshooting various office programs like Microsoft Office Word and Excel etc.
  • Assisted new hires with learning IT systems, how to do software installations and troubleshooting, how to diagnose hardware issues, and how to setup up mobile devices for users

Confidential, Washington, DC

Tier II Support Analyst

  • Provided level 2 end-user technical support for Windows 7, Microsoft Office, Network connection
  • Installed software, modified and repaired hardware and resolve technical issues
  • Displayed courtesy and strong interpersonal skills with all customer interactions
  • Developed quick reference guides to assist end-users with challenging software application features
  • Managed Windows 8 and Windows 7 workstations
  • Used the Knowledgebase to research and resolve customers problems as needed
  • Developed new solutions to frequently occurring problems for inclusion into the Knowledgebase
  • Provided base level IT support to company personnel
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries
  • Informed customers about issue resolution progress
  • Utilized and monitored Office 365 email que to respond to customers

Confidential, Washington, DC

Help Desk Technician/Consultant

  • Field incoming calls and emails while monitoring the Remedy queue
  • Complete all password resets for Census Decennial Active Directory, and various other applications as needed
  • RSA Token administration
  • Escalated tickets to appropriate tier 2 or 3 groups
  • Remedy ticket system (Creating a new incident or request and/or updating information on existing tickets)
  • Researched, analyzed, and resolved basic software, network, and hardware questions and problems received by phone, email, or other means
  • Document customer information and detailed problem descriptions in the Service Desk ticket
  • Use the Knowledgebase to research and resolve customers problems as needed
  • Developed new solutions to frequently occurring problems for inclusion into the Knowledgebase
  • Provide base level IT support to company personnel
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries
  • Informed customers about issue resolution progress
  • Supported customers having data connectivity issues
  • Utilized SharePoint site to access various applications
  • QA Remedy tickets
  • Utilize Sametime Instant Message to respond to users

Confidential ,Hyattsville, MD

Serves as Manager for the kitchen

  • Communicated orders between servers and cooks.
  • Ensured timely delivery and correct order is presented to each guest.
  • Paid close attention to each detail as expected by General Manager regarding every plate of food that leaves the kitchen prior to arriving at the table.

Confidential , Washington, DC

Expeditor and Food Runner

  • Assisted the servers in identifying and delivering dishes to the correct table and guest upon chef orders,
  • Skillful in remembering the knowledge of each guest sitting arrangement, table numbers and a detail description of dishes being delivered in order to explain fully what the customer is about the eat.

TECHNICAL SKILLS

Hardware installation/ troubleshooting, LAN Connectivity, Software Install/ Uninstall/ Troubleshooting, Active Directory, RSA tokens, Password rest ( LAN, Checkpoint, McAfee), Window 7 & 10 OS, Desk side, Phone, Online Support User Training/Support, Microsoft Office/ Outlook troubleshooting Complaint Handling, Network Printer mapping, Network share mapping, VPN, Multitasking, iPad configuration/ troubleshooting, Technical Troubleshooting, Android phone configuration / troubleshooting, iPhone configuration / troubleshooting, Service Now, Remedy, SCCM, Internet browser (chrome, Internet explorer, Firefox) troubleshooting

Hire Now