IT Support Representative Resume

TECHNICAL SKILLS

Active Directory
End User Computing (EUC)
Microsoft SCCM (imaging)
AirWatch
CompTIA Certified IT Operations Specialist (A+, Network+)
Remedy
MS Exchange Admin. O365
Various protocols such as TCP/UPD, TCP/IP, HTTP, HTTPS, FTP, SSL, DNS etc.
Active Directory
PC and MAC support

PROFESSIONAL EXPERIENCE

Confidential

IT Support Representative

Responsibilities:

Diagnose and resolve end - user issues involving IT equipment and software, as well as providing desk-side end-user support, project support, and service request support
Order, set-up and/or deploy equipment mobile, laptops, surface pro tablets, printers etc .
Onboarding/Offboarding Employees
Imaging PC’s (SCCM) and Macs Provision DEP via JAMF .
Tracking interactions with Web Tickets (Remedy), escalating as needed.
Decommission out-of-warranty equipment
Provision and Deprovision User AD Accounts.
MS Exchange Admin (O365)
Ensure proper GPO is applied to computers based on OUs in AD.
Shipping equipment to other locations throughout the Southeast TN, FL, SC, MS .
To work with manufacturers as needed in replacing equipment under warranty.
VPN support (Big IP F-5)
End User Phone and AV training
Quarterly equipment deployments
Troubleshoot and resolved general Network (LAN, VLAN and WAN) connectivity issues

Confidential

Desktop Systems Support Analyst

Responsibilities:

Set-up and maintained mobile fleet using MAAS 360.
Inventoried all corporate Hardware (desktop PC’s, iMacs, Chromebooks, iOS and Android phones and Printers) using Spiceworks.
Oversight on Metric and reporting from an analytical perspective. Stakeholder in Patch Management as it relates to End User Compute
Set-up deployed and maintained Aerohive AP’s (2 Corporate locations and 70+ store locations) using the HiveManager NG.
Deployed YatesLink IP phones to store locations.
Active Directory and Google Admin. Account maintenance.
VPN Configuration (Global VPN Client - Sonic Wall)
Assisted the help desk team lead with issues regarding students & faculty user accounts
Worked with Virtual Machines to ensure network resources remained available to Users.
Updated Software as needed to Desktop, Laptop and iMacs as well as iOS Devices.
Troubleshot and resolved connectivity issues involving ISP’s, coordinating tech-to-site calls as needed.
Maintained, Troubleshot and added users to Network printers.
Set-up workstations for New Hires (Laptops, Docking Stations and IP phones).
Troubleshot and resolved general Network (LAN, VLAN and WAN) connectivity issues.
Responded to email support requests in a timely manner.
Remotely supported Field Representatives.
Provided after-hours support to Corporate and Store users (available until Midnight EST due to time zone difference).
Received hardware from former employees or closed stores; wiped and reinstalled OS as needed on devices; re-deployed hardware according to the needs of the Enterprise.
Set-up and supported laptops, projectors, flat-screen televisions and other equipment needed for staff meetings.
Walked Users through connecting to Network resources and/or other processes relating to their role.
Troubleshot NCR POS systems (iOS and Android Apps and Thermal Printers).
Tracked interactions using Spiceworks and then ZenDesk.
Coordinated with ISP’s to disconnect internet and phone service to store locations once they closed.

Confidential

Business Wireless Technical Support (BWTS) Representative

Responsibilities:

Troubleshot and resolved connectivity issues of devices (Calling, Apps, SMS, MMS and Data)
Identified and resolved billing concerns.
Tracked customer interactions via with proprietary software for data reporting.
Created and dispatched cases that require further network evaluation.
Escalated to third party vendors when appropriate.

Confidential

CS-OPS Sr. Customer Representative

Responsibilities:

Troubleshot and resolved connectivity issues of devices (Calling, Apps, SMS, MMS and Data)
Troubleshot and resolve connectivity issues of in-home VoIP Solutions.
Identified and resolved billing concerns.
Tracked customer interactions via Clarify and SharePoint to provide the data needed to make needed updates to incubated products.
Created and dispatched cases that require further network evaluation.

Confidential

Technical Support Coordinator

Responsibilities:

Identified and resolved billing, network, coverage, hardware, software and application issues for mobile devices (Mobile phones and hotspots).
Assisted device end-users with device specific configuration.
Provisioned customer accounts to support SMS, MMS, as well as Voice and Data services.
Troubleshot and resolved connectivity issues existing between PCs/MACs and mobile data devices.
Used trouble ticket system for tracking customer interactions and problem resolution.
Assisted Users in PAN setup.

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