Help Desk Support Technician Resume Houston, TX - Hire IT People

AREAS OF EXPERTISE

New & Emerging Technologies
Testing & Troubleshooting
Application Administration
Systems & Network Upgrades
Windows & Mac Platforms
Systems Integration/Migration
User Training & Support Tools
Disaster Recovery Planning
Problem Identification/Analysis
Network Connectivity Issues
Client Needs Fulfillment
Business Process Optimization

TECHNICAL SKILLS

OPERATING SYSTEMS: Windows /2000/NT/XP/VISTA, Windows 7/Server 2008, Mac OS X, UNIX, Linux

SOFTWARE: Microsoft Office 2003/2007/XP Pro, WinFax Pro, Laplink Pro, Laplink Norton Anti Virus, McAfee Anti Virus, GHOST, Drive Copy, Remote Desktop, PC Anywhere, VNC, NetMeeting, Remotely Anywhere, Remedy

HARDWARE: IBM compatible PCs, workstations, Ethernet & Token Ring Protocols, Mother Boards, Video & Sound Cards, Monitors, CD - ROM Drives, Memory Chips, IDE/EIDE/SCSI Hard Drives & other devices, SCSI Controller Cards, Tape Backup Drives, Optical Drives, Scanners, Printers

PROFESSIONAL EXPERIENCE

Confidential - Houston, TX

Help Desk Support Technician

Responsibilities:

Managed various areas of support included broadband connectivity, account provisioning, email (Outlook, Outlook Express, Eudora, Mac email), hardware and peripherals, local and networked printers, and Windows installation, configuration, and upgrade issues.
Functioned as member of network team handling calls for a diverse group of end users utilizing Remedy for call tracking/ticketing.
Responsible for supporting an average of 20 calls per day.
Support standard applications such as the MS Office suites package (Word, Excel, PowerPoint) as well as other 3rd party applications.
Maintained and monitored support for all TCP/IP network configurations.
Customer Support & Satisfaction - Achieved high level of customer satisfaction through patient, methodical approach to problem resolution, with majority of calls resolved within company’s 10-minute requirement. Turned around tense situations with irate customers into positive outcomes
Training - Trained users on New Software
Professional Development - Expanded background knowledge in Windows, Mac, and email Implementations and reconfigurations

Confidential - Sugar Land, TX

Network Technician

Responsibilities:

Managed broad range of installation, upgrade, and troubleshooting projects for Windows-based networks (2000/NT/2007) with an average of 40 calls daily.
Enhanced remote access through installation and configuration of VPN, Remote Desktop, Remotely Anywhere PC Anywhere, VNC, and NetMeeting.
Implemented disaster recovery procedures using Veritas, Retrospect Pro, and Ghost.
Improved security - Initiated installation of new anti-virus software and critical operating system updated.
Reduced Setup time Developed a disk cloning procedure to reduce operating system implementation and security properties configuration.
Reduced Callback rate - Call back rate was reduced as a result of accurate assessment of root causes of technical issues and implementation of appropriate solutions.

Confidential - Houston, TX

Network and Technical Support

Responsibilities:

Served as front-line support to end users (20 calls daily average), maintaining workstations (Windows 98/XP/2000), printers and peripherals.
Responded to user’s service requests and expediently resolve trouble items to maximize system uptime.
Installed new workstations / printers, operating systems, applications, drivers and configured network properties and hardware.
Utilized knowledge of Novell and Exchange administration to roll out software and perform LAN maintenance.
Applied diagnostic tools for both proactive and reactive problem handling.
Promotion - Promoted to Senior Analyst within 6 months of employment

We provide IT Staff Augmentation Services!

Help Desk Support Technician Resume

Houston, TX

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship