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Software Support Resume

Alexandria, VA

SUMMARY:

Seeking a position to further develop and enhance my skills in my career field of Information Technology.

SKILLS:

Windows XP, Windows Server 2008, Windows 7, Vista, MS Word, MS PowerPoint, MS Outlook, MS Access, MS Excel, PDF, iPhone/Android/Blackberry Support, Blackboard, Faronics Insight, Synchon Eye software, Virtual Private Networking, Remote Access, Installing software/hardware on computers as well as troubleshooting, Setting up new computers, Backing up, Restoring, Keeping computers up to date, Adobe, Macromedia, CS6, Self - Motivated, Self-Directed, Photography, Bilingual English and Urdu/Hindi.

WORK EXPERIENCE:

Software Support

Confidential, Alexandria, VA

Responsibilities:

  • Educate our client on how to enhance their skills in using hosting software
  • Investigate and diagnose end - user issues in software and related web applications
  • Categorize customer support tickets and document their resolutions
  • Maintain and enhance support-related FAQs, internal notes, etc.
  • Monitor real-time software systems performance and capacity
  • Diagnose related internet network, server hardware, and operating system issues
  • Repairs and upgrade server hardware or software as necessary
  • Collaborate with the System Administrator to resolve any server errors.

PC Technician

Confidential, Washington, DC

Responsibilities:

  • 1st tier computer support technician
  • Set-up computers, laptops, printers and helped with logistics
  • Set-up user phone and fax systems
  • Managed and archived backups
  • Diagnosed and resolved network, PC hardware/software, printers, e-mails, and Internet
  • Configured networks (wired and wireless)
  • Installed software and hardware in desktop, laptops, and phones
  • Set-up and configured the projectors and audio equipments for the conference meetings and monitored the workstation
  • Troubleshoot network, hardware and software issues on-site, remotely, and via phone

Help Desk

Confidential, Fredericksburg, VA

Responsibilities:

  • Monitored computers by using Faronics Insight and Synchon Eye software
  • Reset students’ password
  • Assisted 200-300 students and faculty in using computer hardware and software
  • Ran reports/statistics (with provided instructions) on program usage
  • Kept track of students’ work and assignments for faculty
  • Exercised proper procedures, identified, diagnosed, and resolved Level One problems in the workstation
  • Maintained lab equipment by cleaning, modifying and repairing computer hardware including monitors, keyboards, printers, fax machine and multiple phone line s.

Team Leader

Confidential, Fredericksburg, VA

Responsibilities:

  • Managed the shift effectively and efficiently and increased revenues up to 20%
  • Handled daily cash flow of over $1,000
  • Prepared money orders
  • Resolved customer-relations problems
  • Trained new employees and Monitored speed of service, product quality, and procedures.
  • Used POS (Used point of sale)

Sales Associate

Confidential, Fredericksburg, VA

Responsibilities:

  • Assisted customers with questions on technology related product
  • Help customers make an informed decision based on their needs and wants with the best product knowledge
  • Sold products, services and solutions by getting to know customers and helped solved their unique end to end needs
  • Utilized all relevant sales tools to drive profitable growth
  • Leverages on-line resources, tools, and peer knowledge to self train
  • Attended and participated in all required trainings and meetings
  • Understood and executed store goals

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