Technical Support Specialist Resume Lanham, MD - Hire IT People

PROFESSIONAL SUMMARY:

Customer service focused Technical Support Specialist with 5 years’ career experience in IT support environments. Skilled in systems analysis diagnostics, troubleshooting and conflict resolution, exhibits excellent organizational and problem - solving skills.

TECHNICAL SKILLS:

Windows XP, Vista, 7, 8, 8.1, 10, MAC, Microsoft Office Suite 2003, 2010, 2013, 365, Adobe suite, Active Directory
Citrix Environment, SCCM
Antivirus Management: Symantec Enterprise Security Management, TrendMicro AV
Firewall, Avaya VoIP Phones, RSA secure ID management for VPN and secure remote access via VDI
Professional s: CompTIA A+, CompTIA Security +, ITIL v3
Ticketing Systems and Monitoring Tools: Remedy 6.3, ServiceNow, Easy Vista, Connect Wise Portal, Real VNC
Problem - solving and analytical skills, Good interpersonal and communication skills, Team building skills.

PROFESSIONAL EXPERIENCE:

Technical Support Specialist

Confidential, Lanham, MD

Responsibilities:

Provide technical support both externally and internally at Tier 0 through Tier 3 technical levels to over 36 county Agencies.
Hands on experience utilizing on - premise and cloud Based Systems and Software (Microsoft Azure).
Provide hands-on experience with the following technologies:, Active Directory, Citrix, Office 365, Mac, Microsoft Office Application, Crystal reports, SAP, Adobe Suite, Legal Files, MadTrac, Auto Cad, Mc Afee OfficeScan, etc.
Provide LAN or WAN Account Management (Planning, Integrating and Maintaining) using Windows Server 2003/2008 Active Directory- User account creation, assignment and revoke of rights and permissions, password reset, distribution groups
SCCM management - Laptops and Desktops and Tablets image deployments
Printer Set up, Configuration, Management-on print server, Troubleshooting and Maintenance (HP, Xerox, Sharp, Brother, Konica Minolta, Ricoh) (Deskjet, LaserJet, Design jet, Office jet, MFP)
Bit Locker Management (MBAM) - Encrypt and Decrypt all county user devices.
Demonstrate an understanding of ITIL processes and use of technology to support users.

Helpdesk Support Specialist

Confidential

Responsibilities:

Managed and monitored problem ticket treads. Analyzed incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Thorough Understanding of LAN, WAN and WLAN Technologies.
Maintained a database utilizing the ticketing system of all telephone calls and messages received requesting customer assistance.
Maintained and monitor all incidents records within the ticketing system and provide assistance in their resolution when reviewing incident records.
Installed, configured and managed Network Scanners Environments, smart - boards and Tablets.
Troubleshot, analyze, resolve, track, escalate and accurately document various technical problems.
Resolved all customer calls/issues within 20 minutes timeframe or escalate the call or ticket to the appropriate queue/group for resolution (Tier 1, Tier 2, Account Administration, Mobile Support, Asset Management, Team, and Audio Visual Support).
Responded to and diagnose problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps.

Customer Support Representative

Confidential

Responsibilities:

Provided advanced Support - PC moves, Virus checking/repair, password resets, basic Troubleshooting accomplished by initial phone support and then taking over end users desktop, then visit to end user workstation, evaluating new requirements.
Documented support requests using Connect Wise Portal for ticket creation.
Escalated unresolved cases to relevant onsite support team.
Diagnosed and troubleshoot incidents on computer hardware/software, network, and communication devices over phone, or via email and try to resolve it.
Provided advanced Support - PC moves, Virus checking/repair, password resets, basic Troubleshooting accomplished by initial phone support and then taking over end users desktop, then visit to end user workstation, evaluating new requirements.

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Technical Support Specialist Resume

Lanham, MD

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