Senior Technical Support Technician Resume
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Arlington, VA
SUMMARY
- Supervised project teams in planning, launching and supporting several major IT projects for several companies. This included the rollout of hardware and the installation of software.
TECHNICAL SKILLS
- MS Project
- Excel
- PowerPoint
- Word
- SQL
- Unix
- Sybase
- IE 7 & 8
- Windows 2000
- Windows XP
- Windows 7
- MS Vista
- Adobe
- SMS
- REMEDY
- TCP/IP
- Cisco Routers
- Outlook
- Lotus Notes
- Active Directory
- Anti - Virus
- PC’s
- Laptops
- Scanners
- Printers
- Kiosks
- Server Management
- Software Configuration
- Diagnostic Testing
PROFESSIONAL EXPERIENCE
Confidential, Arlington, VA
Senior Technical Support Technician
Responsibilities:
- Tracked, monitored and responded to changes created through IMAC or Service Request activities
- Took initial phone calls for support
- Provided phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, and network connectivity
- Contacted hardware and software vendors to arrange product repairs
- Provided personal computer support, problem analysis, and hardware/software installation and configuration
- Provided support to include configuration of systems, communications devices, and peripheral equipment
- Created and maintained images for all PC models according to corporate standards
- Maintained and audited IT inventory as required for accurate assignment of PCs and IT hardware
- Corrected and restored user PC workstations to operational status
- Provided desk-side support and technical assistance as needed
- Provided support for customers using MS Windows XP and Active Directory
- Added and removed workstations to the domain
Confidential, Washington, DC
Project Manager
Responsibilities:
- Provided administrative oversight, handled contractual matters and acted as a liaison between the Contracting Officer’s Technical Representative (COTR), the Contracting Officer (CO), and corporate management.
- Consulted with the COTR and utilized plans to help reduce costs and maximize efficiency in achieving requirements
- Ensured that all activities conform to the terms and conditions of the tasks that are being requested by the COTR
- Completed tasks within estimated time frames
- Managed team of 3-15 people
- Scheduled work and assigned duties to subordinates
- Prepared monthly reports for the government
- Oversaw technical subcontractors and vendors
- Resolved unique system problems using new technology
- Supervised the Windows NT 4.0 Roll-Out Projects and lead the IBA staff in the review of computer performance including hardware and software analysis and determination of equipment capacity level
Confidential
Team Leader/Server Administrator
Responsibilities:
- Coordinated acquisitions, prepared and installed of computer equipment
- Supervised the Windows NT 4.0 Roll-Out Projects and lead the Confidential staff in the review of computer performance including hardware and software analysis and determination of equipment capacity level
- Set up and configured PC’s and added users to the Domain
- Troubleshoot all applications and connectivity problems
- Installed and configured TCP/IP
- Maintained Active Directory
- Converted servers and printers from Novell to NT 4.0
- Created and Installed Fiber Optic Networks and Cables