IT Support Specialist Resume

PROFESSIONAL SUMMARY:

Information Technology Professional with 6 years experience in Help Desk Support, Networking, Telecommunications and Customer care services for Banking and Telecommunications Industry.

KEY SKILLS:

Technical support/Troubleshooting
HelpDesk Support
Networking(Routing and Switching)
Microsoft office(Word,Powerpoint,Project, Excel)
Project Management(PRINCE2)
ITIL Service Management
Fluency in English

PROFESSIONAL EXPERIENCE:

IT Support Specialist

Confidential

Responsibilities:

Exceeding call - handling targets, closing 40 calls daily(20% above quota) with a 70% first-call resolution ratio and an average talk-time of 5 minutes - well below 6 minutes target
Resolved 90% of tickets raised by users without escalation on first call. Worked with level 2 and 3 support peers to resolve complex problems that required escalation. Provided detailed descriptions of issues on IT Service Desk portal and monitored to ensure swift resolutions
Achieved a user satisfaction of 4.8/5.0(15% higher than average rating on performance reviews each year, outstanding customer service delivery, top marks in teamwork, communication skills and technical problem-solving
Diagnosis, troubleshooting and resolution of a range of softwares, hardware and connectivity challenges.
Excellence in inquiring about issues and researching, analysis and resolution of problems
Created and implemented a procedure for remotely supporting VPN access and remote support through Team Viewer and Cisco WebEx reducing travel cost by 90 %
Reduced incident callback rate by 8% through technical, analytical and communication skills to preciselyidentify user needs and provide effective resolutions
Installation, repair, maintenace and upgrade of Windows, Desktop and Windows notebooks
Knowledge of remote desktop connections, peer to peer file sharing and other applications associated with remote IT assistance
First level support on troubleshooting routers and switching through pings, traceroute

Systems/Network Engineer

Confidential

Responsibilities:

Implementation of basic switch security which included port security, trunk access, management of VLAN on switches
Configuration and troubleshooting of DHCP and DNS operation on routers
Responsible for monitoring the Windows 2008 R2 and 2012 servers
Configuration of WAN serial connections.
Verification of network status through pings, traceroute, telnet, SSH, ARP

Administrative Support

Confidential

Responsibilities:

Sorting out, acknowledgement and distribution of incoming and outgoing mails within the organization
Input of data into an in-house database, updating existing records and maintenance of existing filing system

Teacher Assistant

Confidential

Responsibilities:

Planning/Delivering and evaluating teaching and learning activities
Assisting students who need extra support to complete tasks individually and in groups

Support Assistant

Confidential

Responsibilities:

Provided assistant to help-desk support staff in troubleshooting Networking issues

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