Technical Support II Resume Washington, DC - Hire IT People

PROFESSIONAL EXPERIENCE

Technical Support II

Confidential, Washington, DC

Responsibilities:

Process all New, Move, and Change orders for Data and Voice services from various Telecom Carriers, such as Layer 2 METRO - E, Switched Ethernet, Layer 3 AVPN/MPLS, Ethernet Internet and ISDN PRI's,
User account and email creation utilizing Active Directory and Microsoft Exchange.
Diagnosis and resolution of all PC support issues including but not limited to hardware failures, operating system errors, software compatibility issues, printing issues, and network connectivity.
Identify and escalate complex problem reports or service requests to next tier of support as appropriate.
Complete work order tickets, including ticket creation at the time of initial problem report/service request, status documentation of open work orders, and proactively informing users of progress.
Provide conference room support including but not limited to troubleshooting A/V equipment, assisting initial setup of meetings utilizing BlueJeans and Skype for Business.
Provide assistance with the relocation and implementation of user IT equipment.
Meet service request SLAs and project timelines.
Work with other team members to ensure the timely completion of complex issues.
Provide support for other company issued equipment such as cell phones, tablets, etc.

Help Desk Technician

Confidential, Beltsville, MD

Responsibilities:

Provide laptop and desktop PC support for on and off site users with equipment running Windows operating systems integrated with Active Directory and Confidential Ticketing System
Answered Help Desk phones and provide Tier I support to users on a variety of issues
Responded to telephone calls, email and personnel requests for technical support
Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)
Document, track, and monitor the problem to ensure a timely resolution with strong customer service and communications skills -Analyze, evaluate, and test software and hardware problems -Handle heavy call volume
Experience using Microsoft Office tools Windows Operating Systems
Excellent interpersonal skills, especially ability to listen and understand what is being described -Working knowledge of Confidential ticket system; creating, updating and closing tickets -Experience with computer terms and customer service operations

Dispatcher

Confidential, Washington, DC

Responsibilities:

Maintains workflow by studying methods; implementing cost reductions; and developing reporting procedures.
Creates and revises systems and procedures by analyzing operating practices, record keeping systems, forms control, office layout, and budgetary and personnel requirements; implementing changes.
Develops administrative staff by providing information, educational opportunities, and experiential growth opportunities.
Resolves administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions.
Ensures operation of equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.
Provides information by answering questions and requests.
Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.
Completes operational requirements by scheduling and assigning administrative projects; expediting work results.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
Contributes to team effort by accomplishing related results as needed.