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Technical Project Coordinator Resume

Ashland, VA

PROFESSIONAL PROFILE:

I am a motivated and ambitious individual in search of a Technical Support position to assist users by providing expert and creative solutions to customer issues while upholding the company’s service level standards. I possess a total of thirteen years of IT experience and am prepared for a challenging technical role with an organization where my work ethics, passion for finding resolutions for customers, al background, and previous work experiences will lead to superior contributions toward the organization’s success.

COMPUTER SKILLS:

Software: Microsoft Windows Office 2010, Altiris, PeopleSoft Student Administration, PeopleSoft Administration System, Active Directory, IssueTrak

Hardware: Polycom VSX 7000, LaserJet 3700 printers, projectors, RSS recorders, Adobe Connect Server, PathNavigator Server

PROFESSIONAL EXPERIENCE:

Confidential, Ashland, VA

Technical Project Coordinator

Responsibilities:

  • Followed established guidelines, responded to telephone and email inquiries regarding support, processing, or request procedures and system status.
  • Ensured adherence to quality standards and reviewed project deliverables.
  • Received and documented daily and weekly orders. Communicated pertinent information to teammates, and uploaded information to the Enterprise Configuration Service website.
  • Recorded inquiries, repairs, and service requests. Tracked status and performed follow ups to ensure client satisfaction.
  • Monitored PAC 2000, WANDA, and shared mail queues for incoming requests throughout the day; prioritizing requests appropriately.

Confidential, Midlothian, VA

Information Technology Specialist /Audio/Video Support

Responsibilities:

  • Researched, resolved, and responded to moderately complex (Level II Issues) to complex issues (Level III), based on standards implemented and all available information.
  • Supported all VCCS enterprise applications, which included all modules of PeopleSoft, self - service functions of PeopleSoft, online applications and registrations, proprietary software such as the Virginia Wizard, survey software, all customizations put into place by the VCCS, and many, many more applications.
  • Assisted in the administration of the VCCS Client Services and VCCS ITS websites and publications.
  • Provided video bridging and call launch support as well as audio support.
  • Provided extensive trouble-shooting, installation, configuration, repair and testing of videoconferencing, audiovisual equipment and collaboration technologies.
  • Provided Web conferencing and Adobe Connect support.
  • Provided support for SharePoint administration and content management.
  • Assigned and escalate tickets to appropriate individual using IssueTrak call logging system.
  • Executed release-testing process, which includes development of testing schedule, monitoring of testing activities, review of test reports, and identification and resolution of related issues.

Confidential, Richmond, VA

Help Desk Analyst

Responsibilities:

  • Provided network support in Active Directory environment (password resets, printer installs, AS400, etc).
  • Logged call tickets accurately and completely using Peregrine, Help desk call logging system.
  • Provided troubleshooting of software applications via remote control.
  • Created Rightfax accounts.
  • Performed software installs and updates.
  • Developed and maintained departmental documentation.
  • Processed new employee/employee departure requests.
  • Troubleshot and resolved basic VOIP phone issues.
  • Conducted hardware and software inventory.
  • Communicated status to end-users on high impact issues.

Confidential, Glen Allen, VA

Help Desk Analyst

Responsibilities:

  • Processed move/add/change hardware/software requests.
  • Provided technical support to customers via phone, email, and instant message.
  • Delegated hardware/software requests.
  • Participated in team projects.

Confidential, Richmond, VA

Help Desk Analyst

Responsibilities:

  • Provided immediate technical support via telephone, Live Chat, and desktop support.
  • Created trouble tickets using HEAT call tracking system.
  • Trouble-shot and resolved basic network, computer, and printer problems.
  • Assisted end-users with accessing their e-mail via Spidermail.
  • Provided desktop support for new students on campus.
  • Conducted hardware and software inventory.

Confidential, Glen Allen, VA

Help Desk Analyst

Responsibilities:

  • Provided immediate technical support via telephone and email.
  • Identified, tracked, and resolved desktop and application issues introduced into the support center.
  • Kept accurate records of solutions implemented to resolved problems using Aria call tracking system.

Confidential, Richmond, VA

Help Desk Analyst

Responsibilities:

  • Reset and unlocked Novell accounts.
  • Created trouble tickets for every case using Vantive call tracking system.
  • Created user accounts in MS Outlook.
  • Resolved simple network printer issues.
  • Assisted end-users with VPN and Dial Manager connectivity issues.
  • Processed AS400 mainframe requests (i.e. enabled and reset passwords, restarted printers).

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