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It Technician Resume

Redmond, WA

PROFILE:

Systems Administrator / Technical Lead with 9+ years of experience tackling just about every business IT issue under the sun. Complemented throughout career for technology expertise, teamwork, customer service skills, and for having the Confidential ce needed to help highly frustrated end - users "make peace" with their systems and return to working productively

SKILLS & COMPETENCIES:

  • Technical Support & IT Project Leadership
  • Internal / External Customer Care
  • Systems Architecture, Integration & Upgrade
  • Report-Writing & System Documentation
  • Software Installation & Configuration
  • New Employee & Development
  • HelpDesk Experience (Tiers 1-3)
  • Corporate Social Media & Website Creation
  • Troubleshooting / Creative Problem-Solving
  • Sales Engineering & Field Support

SKILL:

  • Proficient in Microsoft Office 2013 (Project, Outlook, Word, Excel, PowerPoint) and Office 365
  • 10 - key by touch
  • Solder certified
  • Capable of replacing system boards in desktops and laptops and servers
  • Excellent communication and customer service skills
  • Strong customer support and escalations skills
  • Effective learner and works well in a team environment as well as independently
  • Dependable, analytical and hardworking
  • Work creatively under pressure with minimum supervision
  • Willing to learn everything and to work with flexible working hours
  • Ability to provide excellent levels of service to clients

TECHNOLOGY PROFICIENCY:

Operating Systems: Windows & Mac—all versions; MS Server 2003 & 2008

Mobile Devices: iPhone / Android / Windows Phone support, configuration & end-user

Online Apps: Cloud & SaaS Applications (e.g. Microsoft 365, Google Apps)

Networking: LAN, WAN & IPTEL Configuration; VoIP; Cisco Routers & Hardware

Storage Systems: Off-Site Backups; Network Attached Storage (NAS); D Confidential Recovery; Ghosting

Security: WPA/WEP Configuration; Firewalls; Anti-Virus & Anti-Malware Tools; Virus Removal

System Administration: SCCM; SCSM; Sharepoint; Active Directory; MS Exchange Active Sync

Miscellaneous: Additional proficiency in MS Office and the MS Dynamics CRM application

PROFESSIONAL EXPERIENCE:

Confidential, Redmond, WA

IT Technician

Responsibilities:

  • Responsible for communicating with companywide partner teams via ticketing system.
  • Support revenue protection effort by Blocking/un-blocking Microsoft product keys, piracy investigation by performing key usage analysis, providing Microsoft Support by handling Product key issue escalations, supporting various VL customer by providing increasing MAK/KMS activation limit, OEM downgrade needs by provide OEM downgrade keys and Microsoft Product Key related issues by finding a solution for complex problems.

Confidential, Redmond WA

IT Tech Link Lead - Deskside Senior Support

Responsibilities:

  • Escalation and customer service manager, hardware and software troubleshooting and support and review incoming queued trouble tickets.
  • Support for all nationwide support technicians to assist with ongoing issues in the field.

Confidential, Redmond WA

IT Technician

Responsibilities:

  • Provide frontline support for over 1,500+ users in 4 buildings on the Microsoft main campus;
  • Use MSE (Microsoft Helpdesk ticketing system) to track and manage service requests; Work to meet SLA’s and KPI’s to resolve hardware and software issues as indicated in SOW
  • Install operating systems to include Windows Vista, XP and Server 2003 and server 2008; Warranty repair of OEM laptop and desktop computer
  • Interact with users from a variety of cultures to resolve hardware and software issues; Assist other team members in solving hardware and software issues
  • Perform Escalations to tier-2 support as required;
  • Conducting planned preventative maintenance being proactive to minimize downtime for users.

Confidential, Redmond, WA

Shift Technical Lead

Responsibilities:

  • Promoted to the position of Shift Technical Lead and worked with External Partners to coordinate maintenance schedule of cell sites in the Confidential .
  • Coordinated inter-departmental troubleshooting and determine escalation process.
  • Trained new and existing technicians on troubleshooting steps, filling out, submitting reports and mandated policies for various sites.
  • Administered maintenance activities over a multi-market region.

Confidential, Redmond, WA

Help Desk Technician

Responsibilities:

  • Worked with a modified system called Remedy for use in planned and unplanned maintenance reports.
  • Obtained information on existing alarms by running remote status commands of cell sites and adding them to the reports.
  • Used remote command interface to shut down and reactivate cell towers and evaluated alarms generated as a result of maintenance on the cell site.
  • Determined which faults were required to be repaired before releasing technicians from cell site and assisted in troubleshooting faults that may have been pre-existing or generated as a result of the maintenance.
  • After 5 months in this position was promoted to Shift Technical Lead.

Confidential, Redmond WA

Analyst

Responsibilities:

  • Email account maintenance, User account setup and POS1 (Point of Sale) and POS2 and general PC maintenance.
  • Performed troubleshooting on network connectivity for POS1, POS2 billing systems and reviewed trouble tickets.
  • Strong familiarity with set up a knowledgebase from existing tickets for future use at Cingular internal help desks.

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