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Maritime Technical Support Tech Resume

SUMMARY:

To obtain a position in a Technical role that will allow me the opportunity to utilize my technical, critical thinking, problem - solving, and customer service abilities

PROFESSIONAL EXPERIENCE:

Confidential

Maritime Technical Support Tech

  • Research, diagnose, troubleshoot and identify solutions to resolve system/product issues
  • Understand the use and implementation of the solutions in the customer environment
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Research and identify solutions to software and hardware issues
  • Diagnose and systematically troubleshoot technical issues
  • Ask customers targeted questions to quickly understand the root of the problem
  • Talk to clients through a series of actions, either via phone, email or chat, until resolved a technical issue
  • Access to the customer system remotely using Remote Desktop through Microsoft Access
  • Qualify the severity of the problem in Salesforce
  • Prioritize and manage several open issues at one time
  • Follow-up with clients to ensure their products or systems are fully functional after troubleshooting Repair the products received according to the planning of the activity
  • Record in the technical data base the information relating to the operations carried out on the products
  • Document recurrent failures and non-conformity of products and assemblies to developers
  • Track system issues through to resolution, within agreed time limits
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions.
  • Prepare accurate and timely reports and ensure all issues are properly logged
  • Document technical knowledge in the form of notes,manuals and in Salesforce
  • Maintain a professional relationship with clients
  • Internal customer voice to investigate the issue with additional functions as necessary
  • Familiar with CRM, ERP and Desktop software
  • Familiar with in Hardware, Software, Firmware, Web technologies
  • Familiar with Networking and Communications
  • Assisting/troubleshooting Radio Frequency and basic electronics
  • Proficient in Diagnosis and Troubleshooting Autonomous in Part145
  • Skilled in Electronics and Mechanics
  • Communicate effectively both written and orally with customers, co-workers and distributed communications
  • Ability to collaborate globally with an agile approach

Confidential

School Information Systems Associate

  • Supported staff in accessing SIS data
  • Performed regularly scheduled data checks and corrected identified data errors
  • Created custom reports using Salesforce - used these reports to problem solve and reconcile data errors or inconsistencies
  • Managed SIS data migration processes, with IT support (including but not limited to: Jump Rope, Info Snap, PowerSchool, and Rediker
  • Supported the Registrar in data management and auditing of student documents
  • Reviewed system permissions and layouts, providing expertise as needed, and implemented required changes
  • Amended database architecture per project plans
  • Identified opportunities for system enhancements and developed recommendations
  • Helped plan and implement professional development on SIS procedures and tools for administrative and instructional staff, including training for teachers related to attendance, and behavior documentation in the databases
  • Provided technical support to users such as teachers and administrators, and logged help tickets to Spiceworks
  • Supported staff in setting up classes and schedules, including testing all system interfaces to be used by teachers
  • Coordinated meetings including, scheduling, developing agendas and materials
  • Conceptualized presentations using PowerPoint for use during yearly office meetings
  • Established and maintained office filing systems and accurately filed and retrieved individual records
  • Compiled and summarized oral or written information to state or write a brief summary of important facts
  • Used a web content management platform to create and update website content (e.g., Rediker Admissions Plus)
  • Created and tested Admissions forms yearly for new and returning students using a web content management platform
  • Handled multiple projects remotely
  • Processed attendance for office managers in their absences
  • Updated absences in the school information database
  • Served as the second point of contact for outside vendors that provided S.I.S services

Confidential

Helpdesk

  • Created and deactivated user accounts in School Force and Jump Rope system
  • Reset user passwords for School Force and Jump Rope system
  • Generated progress reports for Elementary, Middle and High school students and teacher
  • Changed toners and waste toners for Canon Color printers
  • Stocked printers with enough paper for daily use of staff
  • Imaged Macintosh laptops using Deploy Studio
  • Tracked inventory using Solar Winds Web Helpdesk
  • Used Active Directory to set up class description in student s accounts
  • Performed OS and software updates as necessary
  • Provided status updates and completion information to users

Confidential

Deployment Technician

  • Verified that files were backed up and restored successfully to client s new PC
  • Replaced hard drives on PC s that needed re - imaging
  • Upgraded Windows Vista users into Windows 7, and installed required applications for clients
  • Quality Assurance of PC s before deployment
  • Assembled and verified network connectivity of the PC s to ensure a successful Deployment for users
  • Wiped hard drives to remove users sensitive data
  • Configured Cisco IP Communicator for clients that telecommuted
  • Replication and sync of user s contacts in Lotus Notes
  • Closed work orders using Remedy ticketing system
  • Performed multiple projects at the same time

TECHNICAL SKILLS:

Operating Systems: Windows 7; MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003, Macintosh 10.9.5 & 10.12.1

Software Applications: MS Office Suite 2000, 2003, 2007, 2010, & 2018(Access, Excel, PowerPoint, Word); Norton Ghost; Microsoft Dynamics CRM 2011; installing drivers

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports)

Other: Native Speaker, English and Spanish (Speaking, Reading, Writing) clerical tasks; data entry; customer service support (both on the phone and in person); leadership experience

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