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Tier2 Technician Resume

Woodlawn, MD

SUMMARY:

  • Tier 2 Tech /Network Tech professional with 7 years of experience managing service expectations and solutions in varied environments.
  • 7 years working knowledge diagnosing, troubleshooting and resolving client issues.
  • Proficient knowledge of IT support execution, and high - quality operational guidance.
  • Self-motivated IT help desk professional with significant experience in issue resolution, network management and user education.
  • Working knowledge of hardware maintenance, installations, and upgrades.
  • Exceptional communicator who effectively conveys information verbally and in writing.
  • Ability to lead and identify business needs in accordance to organizational objectives.

SKILLS SUMMARY

  • Windows 7, Windows 10 and Office 365, Server 2012, Active Directory.
  • Hardware and Software Troubleshooting
  • Issue Resolution
  • Client Relations
  • Technical Configuration
  • Systems Performance
  • Network Analysis

PROFESSIONAL EXPERIENCE

Tier2 Technician

Confidential, Woodlawn, Md

Responsibilities:

  • Imaged Laptops
  • Troubleshooting and resolving software issues. Microsoft Office, Adobe, Sharepoint, Webex meetings, Skype for business etc.
  • Active Directory Administration
  • Asset Management
  • Fixed Local and Network Printer issues.

System Admin

Confidential, Hanover, Md

Responsibilities:

  • Resolved or escalated help desk tickets, received via email, and telephone calls for users.
  • Support LANs, WANs, network segments, Internet, and intranet systems.
  • Administer servers, desktop computers, security updates and patches.
  • Install, modify, and repair computer hardware and software

Help Desk Support

Confidential, Towson, Md

Responsibilities:

  • Respond to help desk tickets, emails, and telephone calls for users in the Hospital.
  • Created knowledge base articles and document processes, procedures, device and software settings
  • New user orientation
  • Walked Medical staff (Doctors, Nurses, Pharmacist etc.) through problem - solving process.

ACCOUNT MANAGER

Confidential, Baltimore, MD

Responsibilities:

  • Consult with clients about updates to the company's programs.
  • Facilitate ratification of contractual agreements.
  • Train customers in new products, services, and investment programs developed by the company.

NETWORK ENGINEER/PC TECHNICIAN

Confidential, Baltimore, MD

Responsibilities:

  • Provided day-to-day support of the company's local area network and help desk.
  • Enhanced and optimized the network to support new technologies and provide better performance.
  • Participated in operation of hardware and software transitions and installations of IT equipment.
  • Managed configuring and troubleshooting applications, hardware, software, and servers.

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