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It Remote Support Specialist Resume

Westborough, MA

TECHNICAL SKILLS

Software: Microsoft Office 2013 (Word, Excel, PowerPoint, and Outlook), Windows (XP, Vista, 7, 8), Citrix, Lotus Notes, OneDrive, ServiceNow, Smart data encryption

Hardware: Add and remove RAM, CPU, motherboard, expansions cards, replace fans and power supply, and computer components

Professional Skills: Technical Troubleshooting, Hardware Configurations, Customer Service, Time management, Complaint Handling, User Training/Su

PROFESSIONAL EXPERIENCE

Confidential, Westborough, MA

IT Remote Support Specialist

Responsibilities:

  • Resolved and manage a high - volume tickets per week by troubleshooting level 1 issues with password reset, AD account lockout, Oracle account lockout, Lotus notes and Outlook issues
  • Reset and unlock personal Active Directory account based 9 Toshiba divisions
  • Assigning and ending dating responsibilities in Oracle
  • Manage a high-volume, fast-paced work queue filled with shifting priorities and many simultaneous pieces of work; maintain detailed and accurate ticket information
  • Create SharePoint accounts for Colliers’ employees in Collier’ Active Directory
  • Executing basics networking skills and email applications
  • Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
  • Keep customers appraised of the status on all open work, set and maintain appropriate expectations throughout interactions, and deliver superior customer satisfaction

Confidential Boston, MA

Desktop Support Intern

Responsibilities:

  • Ran visible scan and periodically verified correct owner name as a spot check by using Asset Manager
  • Steadily received work tasks through the company's enterprise-level ticketing system ServiceNow
  • Resolved 15-30 tickets per week by successfully troubleshooting level 1 and 2 issues with Citrix, Outlook, Lotus Notes, OneDrive and Microsoft Office products for internal clients at all levels of the organization, McAfee Anti-Virus & Encryption software
  • Remote connection and installation tools by using Bomgar
  • In collaboration with a 10-person IT team, imaged and reimaged 20-30 Dell OptiPlex PCs and Mac computers per week adhering to a 24-hour deadline for successful completion.
  • Performed 20-30 data migrations and assisted in data restoration with Active Directory
  • Created and maintained support documentation for the team based on fixes found during troubleshooting issues, as well as installation guides for software and PC builds in SCCM
  • Over 100 resolved termination recoveries, installed monitors, and updates and new hire setup per month

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