Desktop Remote Support Specialist Resume

TECHNICAL SKILLS

Microsoft Office Suite (Excel, Word and PowerPoint), and familiar with PC hardware and software installation and troubleshooting, to include, but not limited to Windows Server 2003, XP/Window 7.
PC setup, installation and troubleshooting, as well as various peripherals and network troubleshooting: DSL and VPN. Networking protocol, LAN/WAN, TCP/IP, DNS, SMTP, DHCP. Systems management software and remote access. exceptional communication, troubleshooting, and problem solving skills. Possess strong initiative and constantly works to exceed expectations.

PROFESSIONAL EXPERIENCE

Confidential

Desktop Remote Support Specialist

Responsibilities:

Troubleshoot issues as 2nd and 3rd level support for desktop local/network printing, email, connectivity, remote access, hardware issues, and software configuration.
Followed through with all requests to meet and achieve service levels to resolve computer related issues with company employees..
Manage various areas of support included broadband connectivity; account provisioning, email (Outlook, Outlook Express) and Windows installation, configuration, and upgrade issues.
Participate in IT Desktop queue which resulting in assigning and prioritizing open issues to oneself.
Associated machines for downloads and software installs through SCCM.
Desktop support for 9 offices nationwide including the Atlanta office of 100+ employees.

Confidential

IT Support Specialist

Responsibilities:

Responsible for timely and accurately processing of Carter’s computer applications with minimal supervision.
Help Desk functions performed to contribute to user efficiency and reductions of automation cost.
Worked closely with escalation partners to identify, document and monitor any and all exceptions
Monitors Communication equipment, circuits, networks and network equipment
Update Magnetic tape in library (IBM TSM system)
Monitors network servers while performing weekly server reboots and system maintenance.
Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless operations support.

Confidential

Contractor

Responsibilities:

PC refresh for 80 desktops and laptops for Company.
Configuration of new systems, dos commands for capturing user data for transfer to new systems. Drive mapping for software downloads and system specific software.
Monitor/track/report progress against project plan
Ensure all acceptance criteria have been satisfied.

Confidential, Dublin, Ohio

IT support rep

Responsibilities:

Provide and deliver first - tier, technical support and problem resolution assistance to end users on moderately complex issues regarding computer operations, including installations, setups, VPN troubleshooting, error messages, system status and downtime procedures.
Maintain user control systems through use of controls, and procedures to prevent unauthorized access, modifications, disclosure, misuse, manipulation, or destruction of systems, networks, applications and data.
Accurately and efficiently document client issues and related resolutions while developing frequently asked questions documentation for user access and availability.
Assist Quality Assurance with the testing of technology-related products and reporting.
Guide end users through systems upgrades and installations and provide problem resolution assistance and analysis as a result of upgrades and installations.
Familiar with Lotus Notes and HP Service Center.