Tier 1 Support Resume

PROFILE SUMMARY:

Highly skilled in installing, repairing, maintenance and troubleshooting computer hardware and peripherals. Works well independently, or in a group setting providing all facets of computer support. Working knowledge of networking devices and printers. Knowledge and understanding of numerous software packages and operating systems. Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results. Excellent analytical and problem solving skills.

AREAS OF EXPERTISE:

Security Management - Active Directory - Windows Server 2008 - Microsoft Exchange - Ports, Protocols and TCP/IP
SharePoint 2010 - Windows XP/Vista/7 MS Office 2007/2010 - IE7/8/9/10 - Google Chrome - Firefox - Bomgar - Remedy
Win7 Migration - Networking- Project Management - Vendor Management - Remedy - Office 365 - SCCM
Spiceworks - Cabling - Switches

PROFESSIONAL EXPERIENCE:

Confidential

Tier 1 Support

Responsibilities:

Install software, modify and repair hardware and resolve technical issues
Provide base level IT support to 700 non-technical personnel
Display courtesy and strong interpersonal skills with all customer interactions
Develop quick guides to assist end-users with challenging software application features
Manage Windows 7/8/10 workstations
Ensure that Remedy and Spiceworks tickets are resolved or escalated
Active Directory - Account creation, Password resets, Group policies
Develop client SharePoint Foundation 2010 sites and provide support as needed
Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
PC refresh and migration XP to Windows 7/8.1 and 10
Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging and desk side
Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)
Perform Active Directory including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
Create and manage Network accounts to include granting access to secured file shares
Manage bench IT inventory
Provide configuration and SharePoint administration support
Coordinate and support VTC/Audio conferences; Skype, Adobe Connect, Cisco
Provide level 2 end-user technical support for Windows 7, Microsoft Office, Network connection
Update ticketing system to reflect work in progress or completed

Confidential

Communication/Systems Support

Responsibilities:

Implementing and managing security or integrity and backup procedures
Managing secure network access for remote users new staff
Managing internal communications
Assist in communication of strategies or messages from senior leadership
Troubleshoot Wi-Fi and Ethernet networking issues
Create and review assignments and activities for meetings
Perform minor repairs to equipment and arrange for other servicing needs
Identify and report system issues to vendors. Monitors and test resolution of those issues sent to vendors
Record activities, solutions and other responses to request service
Troubleshoot and resolve issues with WAN, VLAN, firewall, VPN systems when possible
Troubleshoot and resolve basic network and server access problems for end-users, when possible

Confidential

Lead Dispatch/Office Manager

Responsibilities:

Received work orders and tenders from superior and dispatched them to personnel
Estimated workforce requirement and equipment needed to complete particular projects
Assessed requirements of personnel regarding equipment, made arrangements for same and dispatched them
Responsible for tracking and submitting employees worked hours for payroll
Documented records for dispatches including equipment used and charges incurred to be added to the management budget
Dispatch and route calls throughout facility and to employee(s)

Confidential

Shift Manager

Responsibilities:

Supervise the daily working of employee(s), special projects assigned
Maintain advanced product knowledge & administering inventory control procedures
Deliver exceptional customer service with a positive attitude; build customer loyalty
Proactive in handling issues for priority Incidents and ensuring resolution in timely manner

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