SUMMARY:

Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues.

SKILL:

• Apple, Android, Windows
• Networking, Aruba VPN, Uniflow Servers, SCCM Java
• Skype Business, A/V Equipment

TECHNICAL SKILLS:

• Windows XP, Windows 7, Windows 10
• Troubleshooting proficiency
• Exceptional telephone etiquette
• A+ Certification
• Vast technical knowledge
• Aruba VPN expert
• DHCP/DNS Ethernet and Firewall proficient
• SCCM and Active Directory

EXPERIENCE:

Confidential, Exton, PA

IT Support Specialist

Responsibilities:

• Support customers over the phone.
• Setup iPhones and iPads into Airwatch.
• Image new machines, deploy new machines.
• Support with software that users need help with.
• Help with setting A/V solution into the conference rooms.
• Write up monthly tips for internal ADP. Install Office 365 and resolve issues with it.
• Assist with resolving phone issues that are on VPN.

Confidential, PA

Technical Representative

Responsibilities:

• Provided base level IT support to company personnel.
• Resolved customer complaints and concerns with strong verbal and negotiation skills.
• Displayed courtesy and strong interpersonal skills with all customer interactions.
• Trained new employees and explained protocols clearly and efficiently.
• Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
• Supported customers having data connectivity issues.
• Provided thorough support and problem resolution for customers.
• Managed IT setup and service requests for printers, VPN system, and Java.
• Assisted customers with technical issues via email, live chat and telephone.
• Reviewed support cases for technical and troubleshooting accuracy.
• Created end - user self-service tools and documentation.

Confidential, Wilmington,DE

Technical Consultant

Responsibilities:

• Resolved customer complaints and concerns.
• Support customers with online billing and account issues.
• Informed customers about issue resolution progress.
• Supported customers having data connectivity issues.
• Researched, resolved and followed up on customer issue.
• Identified opportunities to upsell products and services.
• Setup a class android, blackberry, and apple to help customers their phones.
• Fixed issues that arise when Wi-Fi or network issues were not working on a laptop.

Confidential, St. Louis, MO

Model Banking Refresh Technician

Responsibilities:

• Setup Confidential computers for different banking centers.
• Exchanged out the servers for the banking servers for the banking center.
• Replaced and updated the printers.
• Helped with any questions the employees had.
• Provided base level IT support to company personnel.

Confidential, Wilmington, DE

Assistant Manager of Technical Services

Responsibilities:

• Managed five to eight people on a daily basis. Fixed air cards, laptops and network issues.
• Replaced phones, assisted customers with questions they had about their phone.
• Looked over accounts to see how to better assist the customer on billing issue.
• Support customer with online billing and account issues.
• Informed customers about issue resolution progress.