Tier II Support Resume

SUMMARY:

Dedicated IT Support Technician (Tier II) with 4+ years of experience providing various levels of technical support and troubleshooting for users, both in - person and remote. Experienced in security, backup & recovery solutions, software installs, imaging, and Active Directory. Dedicated to customer service and seeking to advance a career in the IT field.

TECHNICAL SKILLS:

Platforms: Windows OS: XP, Vista, 7, 8, 10, and Windows Server 2008

Networking: VPN, Active Directory, Remote Desktop Protocol, LANs

Software: Microsoft office suite, McAfee/ Norton Virus Protection utilities, Good for Enterprise, Symantec, Bitlocker, Remedy Ticket System

Hardware: desktops, laptops, servers, phones (Blackberry and iPhone) routers, hubs, printers, cabling (CAT6 and RJ45)

PROFESSIONAL EXPERIENCE:

Confidential

ATR- supporting the GDIT

Tier II Support

Confidential

IT Support

Confidential

IT Help Desk Tier I/II

Confidential

Interfacing with users (phone, face to face, and email)
Creating tickets though Remedy
Troubleshooting to resolve tickets (physical location and through RDP)
Assigning physical tokens and resetting passwords for users imaging and setting up VPN.
Replaced broken or outdated hardware
Managing user accounts in Active Directory
Installed software and assured network connectivity (LAN (fluking ports) and Wi-Fi)
Assisted in the Windows 10 migration (tracking assets, imaging, deploying workstations, and decommission of out of compliance machines from the network)

IT Help Desk Tier II

Confidential

Install, configure, service, repair, and maintain information technology systems in both a stand alone and client server environment
Install and configure wireless hubs, routers, switches, and various transmission media
Assisted in the Windows 10 migration (tracking assets, imaging, deploying workstations, and decommission of out of compliance machines from the network)
Managing the ticket queue and tracking metrics to assure contract compliance

IT Help Desk Tier II

Confidential

Install, configure, service, repair, and maintain information technology systems in both a stand alone and client server environment (MS Server, and other authorized information technology systems)
Install, configure, service, repair, and maintain hardware and software for network services, storage networking devices, and servers
Integrate multiple information systems in a networked environment
Evaluate and resolve customer information system problems
Install and configure wireless hubs, routers, switches, and various transmission media.
Used RDP and Active Directory to install software/troubleshooting remotely
Assigned privileges to users using Remedy ticketing system
Imaging from a base OS disk and deploying images both manually and over a network

IT Help Desk

Confidential

Data Center Technician

Confidential

Build PCs and servers (install hardware, software, peripherals, drivers, applications, as well as install WIN and Linux OS)
Provision virtual machines
Perform mounting, racking and cabling

Customer Service Adviser

Confidential