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It Service Desk Specialist / Senior It Support Resume

SUMMARY

  • 14 years solid background in the IT Industry providing technical support and resolution for hardware, software and network configuration/connectivity in a 1000+ User environment.
  • A skilled problem - solver, able to communicate with users at all levels of technical proficiency with exceptional customer service skills who delivers result in a timely manner.
  • Technical Troubleshooting
  • Software Install & Hardware Configuration
  • Setup/Upgrade/Format Desktops
  • LAN/WAN/WLAN and VPN Connectivity
  • Routing/Switching/Cabling and Patching
  • Problem Diagnosis & End User devices configuration & Support
  • Conducting Training workshops for applications and course management
  • Phone, Chat, Email and Remote Support Management/Assignment
  • System Upgrades, Maintenance & Optimization Security, Backup & Recovery Solutions
  • Virus Detection, Removal & Prevention
  • Supports Video conferencing & streaming including room-based and desktop-based services
  • Excellent oral and written command skills
  • Infrastructure /Network Management & troubleshooting
  • Excellent Customer Service / Telephone skills

TECHNICAL SKILLS

  • MS Office Suite (Word, Excel, Outlook, PowerPoint, Access)
  • Service Desk System (SDS)
  • Nitro PDF, Adobe Acrobat Professional
  • Microsoft Exchange
  • ASSYSTNET/ITIL Incident Management
  • System Center Configuration Manager (SCCM)
  • Microsoft Active Directory (AD) & Windows Server
  • Microsoft Bit Locker
  • Symantec Endpoint Protection (SEP)
  • IBM Lotus Notes/Webmail/Push mail
  • GHOSTING
  • Java / Sequel / Command Prompt
  • PCs & Laptops ( Confidential, HP, Lenovo, Fujitsu, Toshiba) Peripherals (Printers/E-fax/Scanner)
  • Smartphone and Mobile Devices
  • Home and Office Networking Products (Cisco & Confidential Modems, Routers, Expanders, VoIP and Servers)
  • Internet Explorer, Chrome, Safari, Firefox, MS Edge, Navigator, Opera
  • LAN, WAN, WLAN, VoIP & VPN/ Remote Connectivity, TCP/IP
  • Windows, MAC, Unix, LINUX, Netware Servers, Citrix, Android, iOS

PROFESSIONAL EXPERIENCE

Confidential

IT SERVICE DESK SPECIALIST / SENIOR IT SUPPORT

Responsibilities:

  • Provides first point of contact for End Users support on their day to day computing issues
  • Troubleshoot basic and complex End Users hardware and software related issues including Windows Accounts, Email, Network, Mobile and Telecommunications.
  • Maintain all O/S, application, drivers and firmware up to date including firewall and anti-virus updates.
  • Logs and responds to Users Service Requests, Incidents, Problems and Inquiries via IT Service Desk Management System or via Calls (INBOUND/OUTBOUND) using Cisco Phones as well as Email and Chat support.
  • Provides users installation, configuration and troubleshooting assistance for Microsoft Office Suite (including Word, Excel, Access and PowerPoint) and other desktop applications such as Nitro PDF and Adobe Acrobat Professional as well as core desktop operating systems including latest Microsoft and Apple OS.
  • Designs, deploys and manages desktop backup strategy and recovery.
  • Designs and implements both imaging & desktop management solution services, ensuring systems are patched and secured.
  • Coordinates and supports Video Conferencing and online interviews (Skype, etc.)
  • Strict adherence to the highest level of Customer Satisfaction within the Service Level Agreement (SLA) in accordance to the established company workflow and IT Standards and Procedures.
  • Conduct IT training for new users and assist in the development of training coursework and materials.
  • Installs, configures and test Network connection and analyzes and troubleshoots active IP networks including switches/routers, wireless and Cisco VPNs.
  • Participates in the network infrastructure implementation projects
  • Troubleshoots malfunctions of network hardware and software applications, Wireless systems and security; Analyses and resolves faults, ranging from a major system crash to a forgotten password
  • Works on assigned projects and program components to deliver services in accordance with established objectives
  • Produces and maintains valid up-to-date documentation of the overall network and security facilities
  • Participates in the implementation of management tools to enhance, monitor and conduct required capacity planning of the network infrastructure
  • Recommend upgrades or system improvements/maintenance to ensure security and reliability of company machines and interacts with several IT sections to resolve/address User’s issues.
  • Works closely with other Departments and collaborates with other IT staff in managing the company website and applications and keeping internal networks running
  • In charge of pre-deployment and post-deployment (Provision, Setup and Collection of company IT assets (PC, Laptops, Peripherals, Mobile Devices and Cisco Phones).
  • Performs other duties as assigned

Confidential

TECHNICAL PRODUCT SPECIALIST

Responsibilities:

  • Leads the support and provisioning of hardware and software to support clients for all HP machines.
  • Provides highest level support on Customer Problem Resolution Process and evaluates technical/incident reports.
  • Oversees the technical management side and escalation of HP IT Helpdesk and HP Service Center (Including Customer Service and Workshop) and Authorized Service Providers.
  • Assists HP Product Specialist and Engineers in laboratory preparations, documentations and logistics and helps conduct technical trainings and presentations for both.
  • Performs emergency onsite/field support and uses HP standard tools such as Diagnostic Utilities, HP Internal Tech-Tools, Engineering Advisory and the like.
  • Coordinates with Partner Management on Severity level 1 issues of Authorized Service Providers (ASP) and verifies DOA (Dead on Arrival) claims of HP Product lines.
  • Focal point for Escalations, Approvals and Problem Management for Total Customer Experience.
  • Monitors and implements incident reporting, post mortem, audits, installation and customized services templates/trackers in accordance with HP Standard and Service Delivery Guides
  • Offers Remote/Phone Support for HP Technical Helpdesk/Call Management Team and handles 24x7 standby calls for speedy resolution process and to meet SLA (Service Level Agreement).
  • Responsible for the technical enhancement and training of HP IT Helpdesk, Service Center front-line supports and Workshop Technicians including all HP Authorized Service Providers.
  • Able to design and implement business processes and improvement in the HP Service Center.
  • Establishing, deploying and managing centrally controlled desktop environment and performs other functions as directed.

Confidential

RESOLUTION SPECIALIST

Responsibilities:

  • Confidential Technical Supervisor - (Resolution Specialist) - Manages and Supervises IT Staff to ensure First Call Resolution for all Technical Issues, to Strengthen Customer Experience of Confidential ’s badge site and handles Escalations and 2nd level technical expertise for both Hardware/software/ Internet Issues (LAN/WAN) and reinforces Team Performance, offers Coaching/Feedback/Mentoring and training Sessions for agents.
  • Case Manager/Controller - Analyze Team Metrics {Average Call Handling Time (AHT), Customer Experience (CE), Repeat Dispatch (RD), and First Call Resolution (FCR)} || Expedite Resolution, Manage Team Backlog, generates team reports through improvise EXCEL trackers, and ensures Service Level is attained for Customer Experience.
  • Dispatch Quality Specialist- Ensures hardware/software parts are reviewed before sending to customer to control defects and backlog

Confidential

TECHNICAL BUSINESS SOLUTIONS SPECIALIST

Responsibilities:

  • Point of Contact and support for both Toshiba & Fujitsu machines (Desktops/Laptops/Portables)
  • Provides technical assistance for both hardware and software.
  • Assist in OS installations and setup and performs OS back-up and Reinstallation.
  • Evaluates system potential by testing compatibility of new programs with existing programs.
  • Responsible for the maintenance and software updates/upgrades.
  • Installs Complex Software for Desktop Management. This includes Asset Management, Remote Control, Software Delivery, Spam filtering software, Desktop Maintenance, and Help Desk management systems. Creates and installs packages and deploying system updates.
  • Assembles and installs PC hardware, investigates and resolves routine hardware and communications problems including internet issues and network setup/connectivity.
  • 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.

Confidential

PRODUCT SUPPORT SPECIALIST

Responsibilities:

  • Offers 2nd Level-Technical (Escalation) Support - Voice, Email and Chat Support for Confidential /Cisco Products.
  • Supports VPN and advance LAN/WAN, WLAN, VoIP configuration for Confidential /CISCO Secondary Product-line
  • Configure and setup Cisco Firewalls, VPN Concentrators and Security appliances for access to vital business applications
  • Assists with setting up user accounts, permissions and passwords
  • Design, setup and configure complex switching environments
  • Design, setup and configure complex wireless networking that supports open or secured access and the ability to support voice and video applications
  • Assist in the design of multi-server environments including IP address schemes, DNS, WINS, etc.
  • Configuring and installing client and server network software for upgrading and maintaining network and telecommunication systems.
  • Maintaining multi-site network operations and software applications, operating systems and regular maintenance with both private and public facilities
  • Managing assigned projects and program components to deliver services in accordance with established objectives
  • Monitors network usage and performs other related duties as needed upon request
  • Facilitates and expedites technical solutions.
  • Handles Escalations.

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