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Field Support Technician Resume

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Timonium, MD

SUMMARY:

  • Proven record of accomplishment as an Technical Support Rep managing multiple programs in various environments trouble shooting technical issues
  • Driven leader with solid skills in Resolving challenging situations in a calm manner to positively impact overall projects including financial transactions, security, and case management
  • Macs and PC S Knowledge Base, Comp tia A +,C.R.M Systems, zendesk ticketing remedy ticketing, Proficient with Microsoft Office Suite, mac os, windows 7, 10, msdos, Windows.NET, laptops, c++,java, Mohave, sales force, apple ios android ios, printers desk.com . sharepoint, E - Discovery Troubleshooting

WORK EXPERIENCE:

Field Support Technician

Confidential, Timonium, MD

Applied standardized and approved procedures to complete customer work orders. Training new hires, provisioning workstations with W.I.P.S, decommissioning workstations collaborating with staff to deploy standardized support practices and procedures Performed basic installations to provide system upgrades, replace defective equipment to department requirements Receives and completes requests for support and services to ensure compliance with procedures Server replacement, server decommission, database server build, SQL, EOSL, bios set up 150 Workstations rebuilt, imaged using scan disk, windows installation provisioning system, user data migration tool Installing, deploying, and upgrading software, hardware, and network facilities. Hard drive wiping DOD GDisk, pulse magnetized

Information Technology Specialist

Confidential, Washington, DC

Providing windows 10 PC and Mac support in person and remotely to employees in DC, UK and africa Troubleshoot laptop hardware and software, printing, installation, word processing, email and operating systems issues Tier 2 support Responsible for tracking tickets using Remedy helpdesk E-Discovery Remotely serviced internal clients' laptops using Anydesk and Bomgar applications to resolve issues active Directory administration and configuring user accounts, peripherals, and access to devices Setup, maintain and repair mobile devices in use by senior personnel Repaired and replace hardware, including hard drives, power supplies, RAM, and printers

Technical Support

Confidential, MD

Resolve user questions and issues while Monitoring system security Provide Support and training to institute customers while providing V.I.P service Troubleshot system performance with customer via telephone and email chat Troubleshot mobile app issues, creating accounts and uploading data for customers Document and notate each call in appropriate reporting system Installs and upgrades Hardware and software Tier 1 support Handle 150+ daily inbound calls while providing superior customer service to customers as it pertains to account support, billing and any technical issues associated with operating our website identify errors in a timely manner to assure proper utilization of the MLS Setting up new user accounts remotely

Information Technology Specialist

Confidential , Washington DC

Training end users onboarding (new hires) Building and maintaining ongoing relationships with clients including scheduling a Monitored daily backups, antivirus status, shared storage space and network activity, adjusting network equipment and settings as needed. Installed and managed Sophos email / web appliances. Maintained Sophos Antivirus client / server. Windows Server administration and maintenance including Active Directory and Group Policy. Assisted in the implementation of a Cisco Call Manager solution Trained staff on hardware and software technologies. Performed troubleshooting of end user security. Onondaga College, Syracuse, NY, Computer Information Systems BS. Graduated 07 Arundel High School, HS Diploma; Graduated 1999

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