IT Support Technician Resume

SUMMARY:

IT professional with 6+ years of experiance seeking a Senior - level position with an IT Department where I can develop and apply my skills in the technology field and contribute to the Company’s successful implementation of technology.

RELEVANT SKILLS AND STRENGTHS:

Multiple years of experience troubleshooting, repairing, and maintaining computer hardware and software
Strong computer analytic skills and troubleshooting methodology
Extensiveexperience in customer service
Strong experience working successfully in a fast-paced team environment
Detail oriented with ability to prioritize work
Strong communication skills with peers, customers and vendors
Ability to work flexible days and hours
Bi-lingual fluency in English and Spanish
Webex, Salesforce/Capture, Bomgar Remote Support Client, Service Now, Cisco Jabber, Cisco Finesse, SQL, AS400 programs, Active Directory, Domain Admin, Imaging, and Microsoft Office 365 Suite.

PROFESSIONAL EXPERIENCE:

Confidential

IT Support Technician

Responsibilities:

Monitored, analyzed, and resolved desktop level incidents for employees.
Fielded employee phone calls, emails, and instant messages.
Resolve all IT incidents and request tickets using the Jira ticketing system.
Setup new accounts via Microsoft Office 365 platform for new hires
Help manage cloud hosted Microsoft and Linux servers in Rackspace environment.
Support Fonality VOIP phone system, including configuring new devices, setting up phone queues and call menus.
Image, prepare, and distribute all computers for New Hire Employees
Work with offsite employees located at different facilities with different hardware and network environments, with potential need to travel.
Support server enviornment in Microsoft Server 2012
Assist with internal application password resets and user configurations.

Confidential

Service Desk Coordinator

Responsibilities:

Processed and responded to various help desk support tickets in a timely manner
Provided remote support of desktops, laptops, mobile devices, and network peripherals
Provided remote support for printers and photocopiers, including ensuring maintenance of toner stock and coordinating service tickets for maintenance and repair
Provided excellent and efficient customer service to external clients in a fast paced, changing technology company
Advised management on situations that may require additional client support or escalation

Confidential

Desktop Support Technician

Responsibilities:

Provide Desktop Support troubleshooting services including PC, Printer, and Projector support
Perform hands-on “white glove/ VIP” support to Company executives
Coordinate with other cross-functional IT teams including: HelpDesk, Server/Storage, Network
Coordinate hardware repairs with various support vendors
Execute mobile device purchasing, support, and repairs
New computer imaging
Conference room device support

Confidential

Consultation Agent

Responsibilities:

Sell Confidential services and protection, handle monetary transactions.
Run diagnostic and remediation tools for diagnosis and repair of client computers.
Support all customer supplied hardware and software.

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