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Technical Support Analyst Resume

SUMMARY

  • An experienced Information Technology Specialist skilled in both aspects of PC hardware and software.
  • Able to work under pressure.
  • Excellent customer service skills, able to give directions to non - technical users and provide guidance when requested.
  • Offers strong diagnostic, troubleshooting and communication skills.
  • Has 6+ years providing customer service and IT support to large enterprise user community.
  • Passionate about technology with drive to keep current with continuing education.
  • Hardware installation and trouble shooting
  • Computer assembly-disassembly
  • Installing, Upgrading/Migrating Operating Systems
  • Basics of Ethernet technologies, cabling LANs and WANs, and networking media
  • Perform bench-level preventive hardware maintenance, replacement and repair of computer terminals.
  • Troubleshooting Office Suite issues
  • Editing/formatting Microsoft Word issues
  • Help Desk/ Customer Support

TECHNICAL SKILLS

  • Active Directory
  • SCCM
  • Cisco VPN
  • Ghost
  • SharePoint
  • Microsoft Office Suite 2000/2003/2007/2010
  • Microsoft Communicator
  • People Cube Resource Scheduler
  • Symantec Antivirus Corporate Edition v.8.0/9.0/10/Endpoint
  • E-Copy
  • Scan Asset
  • Numara Footprints (help desk ticketing system)
  • Blackberry Desktop Manager
  • Enterprise Vault.

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Analyst

Responsibilities:

  • Provided exceptional technical support to 1500 users and VIPs on-site, off-site and regional offices at an independent U.S. Federal agency.
  • Communicated openly with users to supply prompt resolution of Tier 1-2 support calls
  • Played a main role in maintaining 90% or higher on service level agreements (SLA), beating contract requirements by 10% or more despite department understaffing.
  • Assisted users with installations, configurations, and modifications of hardware/software.
  • Installed/configured and deployed workstations for new employees
  • Made modifications to Active Directory as needed.
  • Performed re-builds on inoperative computers; imaged systems with Symantec Ghostcast Server.
  • Kept track of help desk calls with Numara Footprints ticketing system
  • Assisted remote users with issues relating to Cisco AnyConnect VPN software, Remote Desktop Connections and password resets.
  • Updated and kept track of inventory with Scan Asset inventory system.
  • Performed actions with System Center Configuration Manage (SCCM) pulling software to user’s computers.
  • Used the SCCM application to remote into user’s computers to assist with Adobe and Office Suite application issues.
  • Performed computer registry modifications as needed to resolve computer issues.
  • Provided SharePoint issue support.
  • Provided support for Symantec Enterprise Vault in Microsoft Outlook.
  • Used People Cube Resource Scheduler software for setting up meetings. Provided support to end-users with related issues.
  • Researched unfamiliar issues to develop a prompt solution.
  • Provided training to new employees on machine and software operations.
  • Collaborated and coordinated services with other on-site/off-site departments to provide quick resolutions.
  • Applied diagnostic techniques to identify problems, investigate causes, and recommend solutions for desktops, laptops, portable devices and software.
  • Resolved issues related to personal, networked, and multifunction printers.

Confidential

Temporary Call Center Coordinator

Responsibilities:

  • Ran reports of previous day’s help desk tickets, making sure the tickets were assigned appropriately.
  • Performed Quality Assurance (QA) on help desk tickets.
  • Generate end-user survey reports
  • Surveyed users on quality of assistance received.
  • Ordered printer toner and other computer accessories for the I.T. department.
  • Kept inventory of all IT items, ordered more items as necessary.

Confidential

Jr. Hardware Technician/Tech Refresh

Responsibilities:

  • Team lead of tech refresh group
  • Imaged/Configured Dell OptiPlex 755/780 desktops
  • Upgraded Dell GX260’s running windows XP with Dell OptiPlex 755/780’s running Windows Vista Enterprise.
  • Upgraded older HP network printers with newer HP printers.
  • Imaged/configured Dell E6400 laptops with Iron Key thumb drives. Prepped laptops with appropriate image and configurations
  • Traveled to regional offices (Chicago, New York, Kansas City) to upgrade XP machines to Vista Machines.
  • Provide customer/technical support for laptops.
  • Kept track of hardware with Scan Asset inventory system.

Confidential

Ebay/ Store Sells Rep

Responsibilities:

  • Took calls from customers wanting to order pcs. Took down customer’s information and processed the order.
  • Fixed laptops, replaced parts, and removed viruses from laptops.
  • Handled customer service calls for Ebay sells and store sells.

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