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Senior Technical Support Specialist Resume

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Alexandria, VA

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SUMMARY

  • Self - motivated and accomplished Network and Desktop Support Professional with over 15 years of experience in the Information Technology arena. Proven Leader possessing excellent analytical and troubleshooting skills with superb attention-to-detail and customer service.

TECHNICAL SKILLS

  • Windows NT/XP/Windows 2000 Professional/Windows 7 Professional/Windows 8.1 Professional/Windows 10 Professional; Windows NT/2008R2/2012R2 Server; Exchange Server 2007/2013/2016 ; Active Directory; DFS For Windows Server 2008R2 & 2012R2; System Center Data Protection Manager (DPM ); System Center Configuration Manager (SCCM) 2012/2016; Cisco Call Manager, Cisco Unity; Lync Server 2013; Skype for Business

PROFESSIONAL EXPERIENCE

Confidential, Alexandria, VA

Senior Technical Support Specialist

Responsibilities:

  • Senior Team Member in incorporating two company acquisitions for Confidential to include creating user and email accounts, installing new routing, server and IP telephony equipment at location sites. Trained new and existing users
  • Senior Team Member in the testing, configuring, installation, and training for the phone system upgrade from analog to Cisco IP Telephony for Confidential Headquarters and remote office sites
  • Senior Team Member in the testing and migration from Microsoft Office 2000 to Microsoft Office 2003; to Microsoft Office 2007; to Microsoft Office 2010; to Microsoft Office 20013; to Microsoft Office 2016
  • Senior Team Member in the testing and migration from Windows XP to Windows 2000 Professional; to Windows 7 Professional; to Windows 8.1 Professional; then to Windows 10 Professional
  • Create, manage and maintain AD User accounts to include creating/deleting accounts, creating/managing security and distribution groups
  • Create, manage and maintain email accounts in Microsoft Exchange Server
  • Install, configure, repair Dell model laptops
  • Configure, install, replace toner and repair multiple model HP printers
  • Configure and manage Cisco IP phones in Call Manager, manage Cisco Unity accounts
  • Manage and maintain Network Share Structure using DFS Server based on the company’s Organizational Chart
  • Manage and maintain computer equipment inventory to include Dell laptops, HP servers, monitors, HP printers, cell phones, MiFi devices and Cisco IP phones
  • Maintain and service all A/V equipment to include projectors, TV’s and conference phones in conference rooms
  • Order, manage and maintain server spare parts inventory for multiple model HP ProLiant G-series servers; replaced failed parts
  • Perform overall IT Asset Management
  • Log help desk calls and provide technical support to end users
  • Connect to end user laptops remotely to troubleshoot issues using Remote Desktop and SCCM
  • Perform IT Orientations for new hires and exit interviews for Employees leaving the company
  • Order, manage, maintain and upgrade iOS and Android cell phones and MiFi devices. Assisted in phone activation and configuring Corporate email

Technical Illustrator

Confidential

Responsibilities:

  • Participated in development of a digital archival system utilizing Adobe Acrobat
  • Performed demonstrations of digital archival system to potential Government clients
  • Scanned and organized documents for archival system

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