IT Technical Support Specialist Tier 3 Resume

SUMMARY:

An accomplished Desktop Technical Support Specialist with over 8 years of technical support experience and industry knowledge, with excellent customer service skills.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

IT Technical Support Specialist Tier 3

Confidential

Take responsibility of service requests and provide aid and assistance to remediate customer issues in a timely manner.
Make use of technology tools that aid in support duties and understand established baselines for escalation of tier 4 incidents to the Engineers.
Report and update ticket status and close out work items as necessary.
Respond to and provide solutions to open tickets in ServiceNow.
Aid in developing SOP and "how - to" documentation for knowledge base to aid in support and training.
Resolve technical issues for various software applications, technology hardware and technology-related issues and respond to and provide solutions to level 3 service requests and incidents reported.
Manage satellite helpdesk for specified location on Confidential campus.
Reimage, test and distribute both Windows and Mac laptops and desktops.
Bind/introduce new computers and docking stations to the Confidential domain.
Account administration in Active Directory for clients.

IT Technical Support Coordinator

Confidential

Trained customers on standard computer software.
Configured new computers both Windows and Macs.
Reconfiguration of existing computers and upgrades.
Coordinated with warranty company for repairs/exchanges/replacements.
Maintained, managed (Storing/safeguarding) and decommissioning of computers.
Troubleshooted hardware and software issues both in person and remotely.
Troubleshooted basic network issues and security settings.
Documented known issues and their resolutions in Service Desk Plus ticketing system.
Added new computers to Active Directory.
Reset customer passwords and unlock user accounts in Active Directory.
Provided audio visual support.

IT Support Specialist

Confidential

Setup and maintained user accounts and passwords in Active Directory.
Provided remote access support for realtors in the field using Logmein remote access software.
Provided quality assurance testing on all laptop and desktop deliverables which includes imaging and software upgrades.
Provided training on the use of Microsoft Office Suite 2010 and 2013 and Windows 7 and 10 navigations.
Insured new laptop, desktop and printer connectivity to network.
Updated virus and malware software as needed.
Provided policy and procedures for proper use of company computer equipment and company data.
Upgraded hardware and software on company computers, printers and laptops.
Provided support for mobile devices.
Maintained the in-house wireless network and maintained the security and integrity of the wireless network by systematically changing passwords every 60 days.
Backup Server daily using Backup Assist.

Desktop Support Specialis

Confidential

Headed a 10-member team during a windows migration project from Windows 7 to Windows 10.
Developed curriculum and trained users in MS Office suite.
Provided end-user support for desktop and laptop system software, hardware, peripherals, network resources and mobile devices.
Provided telephone support to remote end-user community on hardware, software, and network related problems.
Ensured proper operation of transferred software and encryption of new hardware devices in the case of storage device upgrades, repair replacements, or reimages.
Diagnosed problems requiring physical interaction with end users; dispatching technical support specialists from appropriate team.
Developed and maintained software inventory databases in Microsoft Access.
Tracked hardware and software issues using the Remedy ticketing system.
Maintained user and group accounts in Windows Active Directory.
Assisted with IT planning and administration, including policy and procedure documentation, proper use of a ticketing system, writing emails to staff members, and organizing software documentation licensing.