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It Support Specialist Resume

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Midlothian, VA

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SUMMARY

Enthusiastic, hands - on IT professional with more TEMPthan 8 years experience in support. Proven track record of managing and maintaining Tape backup, Servers and Desktops in LAN/WAN network infrastructures, and adopt a meticulous approach to ensure teh smooth-running of business operations. Qualified to industry standards, ability to adapt to quickly changing and unexpected work priorities.

TECHNICAL SKILLS

  • Processed support requests from phone calls, emails, and walk-ins, and log/track teh information
  • Followed ITIL practices regarding incident, problem and change management
  • Provided basic training and knowledge to 8 employees in 2 companies when needed to halp reduce Help Desk related issues
  • Received and triaged incoming Helpdesk incidents according to Helpdesk priority and documentation procedures, and maintain work documentation within teh halp desk software platform
  • Familiarity with Help Desk Tools (tracking, knowledgebase, remote control)
  • Performed PC deployment, maintenance, cleaning and repair; located and delivered parts and equipment as necessary
  • Skilled in configuring PC hardware, printers, and peripherals
  • Worked technical knowledge of current protocols, operating systems, and standards, including Microsoft Windows Vista, Windows XP, Windows 7, Windows Server 2003,2008 and TCP/IP

PROFESSIONAL EXPERIENCE

IT Support Specialist

Confidential, Midlothian,VA

Responsibilities:

  • Diagnosis of desktop, application, networking and infrastructure issues
  • Troubleshooting Servers, Desktop, laptops, mobile devices and peripherals
  • Providing 1st and 2nd line support to 200 customers
  • Maintaining a log of all problems detected and system backups
  • Responsible for maintaining backups and for project work such as new builds
  • Maintained and performed troubleshoot on computer hardware and software.
  • Maintenance of Cisco switches(Cisco 2950) that always be up.
  • Responsible for supporting: Windows XP/Vista/Windows 7/ Office 2003 and 2007, Windows Server, Small Business Server 2003/2008, Active Directory
  • Management Anti-Virus products, DNS/DHCP, TCP/IP, Ethernet, wireless router and Firewall configuration

Technical support engineer

Confidential

Responsibilities:

  • Managed a team of 4 technical support personnel supporting departmental customers
  • Defined and setup backup and data recovery procedure and processes for teh department’s desktop and computers
  • Recommended and managed upgrades, patches, and new software applications and hardware equipment
  • Performed sequential firmware upgrade
  • Worked remotely with client and lab equipment to recreate and provide teh best solution; provided setup recommendation for client to get teh best performance
  • 24x7 accessibility and outside of business hours project work (on-call on a rotational basis)
  • Work closely with software suppliers to resolve operational issues
  • Backuped and restored SQL Server database in Windows Server 2003

Windows System Administrator

Confidential

Responsibilities:

  • Managed teh overall administration of Windows System applications
  • Performed various troubleshooting and maintenance operations in Windows Server environments
  • Installed latest versions of Operating Systems on demand, per requirements of teh clients
  • Provided 2nd and 3rd line windows support

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