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Service Desk Technical Support Resume

Cary, NC

SUMMARY:

Outstanding Achievement Acquired Over Fifteen+ Years In The Information Systems Technology Field

TECHNICAL SKILLS:

Hardware: Storage Systems, Compaq, Dell, Gateway, HP, IBM, Mac, NT Workstations, NCR, PBX Phone Lines & clone PC’s. I used my extensive knowledge to build, maintain, migrate, operate and provided support. Knowledge of computer peripherals such as bar code readers, fax, network cards, modems, scanners, tape backups & black berry.

Software: MS Office Professional Plus 2007, MS Office Professional 2010, MS Lync 2010, Lotus Notes 8.5.2, BMC Mid Tier Remedy 7.6, Bomgar (Remote Access), Juniper, Echopass, Active Directory, MS Word, Word Perfect 6.0/Dos, MS Excel, Lotus 1 - 2-3, MS Power Point Microsoft Works, MS Access, Dbase Plus, Windows 98, PC Anywhere, Windows 2000, Windows 7, BES for Exchange\Prior Versions, Small Talk, SQL Scope, Xtrieve, Vantive, Crystal Reports, Office 2000, Visual Basic and Bug Central.

Operating/ Network Sys: MS Windows NT& Novell Netware, Windows XP, Windows Vista, Windows 7

Mainframe & Printers: IBM AS/400 & Epson, Lexmark, HP, Cannon, Kodak Epson, Lexmark, HP, Cannon, Kodak

PROFESSIONAL EXPERIENCE:

SERVICE DESK TECHNICAL SUPPORT

Confidential, Cary, NC

Responsibilities:

  • Provide 1st\2nd level technical and customer support via phone, web submission or email.
  • Monitor all customer support calls in the call tracking system, return calls from customers, as well as enter new problems or requests into the call-tracking database.
  • Open tickets and escalate problems to appropriate groups outside the Service Desk when necessary.
  • Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • I’ve upgraded new software, install Windows patches & other tasks were accomplished through updated a single object located within an AD forest or tree.
  • I was also capable to grant or remove access at the user level for one or many applications or file structures.
  • Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly.

Confidential SUPPORT ANALYST

Confidential

Responsibilities:

  • Provide 1st\2nd level technical and customer support via phone, web submission & email.
  • Monitor all customer support calls in the call tracking system, return calls from customers, as well as enter new problems or requests into the call-tracking database.
  • Open tickets and escalate problems to appropriate groups outside the Confidential Service Desk when necessary.
  • Apply diagnostic utilities to aid in troubleshooting.
  • I used active directory to manage end user computer software packages, files, and accounts on medium to large-sized organizations.
  • I’ve upgraded new software, install Windows patches & other tasks were accomplished through updated a single object located within an AD forest or tree.
  • I was also capable to grant or remove access at the user level for one or many applications or file structures.
  • I was also responsible for verifying & capturing SQL scripts, that customer’s local IT ran to correct some database issues then I would escalate them.

CUSTOMER CARE AGENT

Confidential, Raleigh, NC

Responsibilities:

  • Using a computerized system, respond to customer inquiries in a call center environment.
  • Respond to telephone inquiries & complaints, using standard scripts and procedures.
  • Gather information, researches/resolves inquiries and logs customer calls.
  • Communicates appropriates options for resolution in a timely manner.
  • Informs customers about services available and assesses customer needs.
  • Provides functional guidance, training and assistance to lower level staff.
  • Schedules work to ensures accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems.
  • Prepares standard reports to track workload, response time and quality of input.
  • Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.

TECH ANALYST

Confidential, RTP, NC

Responsibilities:

  • Provide 1st\2nd level technical and customer support via phone, web submission or email.
  • Build rapport and elicit problem details from service desk customers.
  • Understand complexity, and interdependencies of the various systems, applications and infrastructure deployed in support of information technology services.
  • Monitor all customer support calls in the call tracking system, return calls from customers, as well as enter new problems or requests into the call-tracking database.
  • Open tickets and escalate problems to appropriate groups outside the Service Desk when necessary.
  • Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting. I used active directory to manage end user computer software packages, files, and accounts on medium to large-sized organizations.
  • I’ve upgraded new software, install Windows patches & other tasks were accomplished through updated a single object located within an AD forest or tree. I was also capable to grant or remove access at the user level for one or many applications or file structures.
  • Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly.
  • Participate in cross team projects in developing and documenting procedures for triage and problem resolution of new applications or information technology related services.

PRO EHR SUPPORT ANALYST

Confidential, Raleigh, NC

Responsibilities:

  • Responsible for assisting clients experiencing problems with software, hardware, or operating system difficulties via telephone or internet .
  • Meet or exceed acceptable productivity and quality standards Read distributed documentation regarding software and hardware changes and enhancements in order to be able to provide current information to clients.
  • I used active directory to manage end user computer software packages, files, and accounts on medium to large-sized organizations.
  • I’ve upgraded new software, install Windows patches & other tasks were accomplished through updated a single object located within an AD forest or tree.
  • I was also capable to grant or remove access at the user level for one or many applications or file structures.
  • Provide accountability for the resolution of the client's problem by documenting and monitoring the progress of the call and the steps being taken and escalating as needed.
  • Responsible for modifying SQL scripts to correct database issues with senior analyst approval.
  • Attend additional training classes to increase knowledge in core topics to improve customer service as well as productivity. Work independently and use available tools and resources to resolve client questions and issues.
  • Interact with clients with a professional, courteous manner to promote client satisfaction.
  • Create documentation when knowledge can be shared. Perform other duties and responsibilities as assigned

TECHNICAL SUPPORT ENGINEER

Confidential, RTP, NC

Responsibilities:

  • Responsible for providing multi-level technical support for diagnosing, reproducing & fixing hardware and software issues.
  • Utilize NFS, CIFS and Write Anywhere File Layout (WAFL) knowledge to support NAS & SAN environments.
  • Provided support on storage devices, servers & virtual servers connected to UNIX & Windows/NT based infrastructure.
  • Working of workstations run operating systems: Windows NT, Windows XP, Windows Vista & Windows 7.
  • Daily responsibly for supporting computing environments which encompasses an infrastructure of 1,500+ physical and virtual servers, 500+ terabytes of storage, and 700+ applications systems.
  • Resolve customer problems via the telephone, WEB, E-mail, Chat or Auto-support (Automated E-mail response system) and be responsible for addressing customer technical issues through the use of technical expertise, knowledge base, and any tools which provide for the customer's success. Initiate, track, and resolve customer's technical issues and address them immediately or escalate the case to the appropriate level of support.
  • Partner with other technical staff members in support of various processes of the case management cycle and other functions that may be assigned.
  • Create content solutions accessible to customers, partners and field support persons. Modified default SQL scripts with DBA’s approval to address issues.
  • Examined customer written scripts & provided suggestions to possible mistake .

DESKTOP SUPPORT

Confidential, Raleigh, NC/Siemens Medical Solutions, Cary, NC

Responsibilities:

  • Responsible for using a multiple step procedure to upgrade a user’s PC from Office 2000 to Confidential .
  • Replace and migrate data from out of warranty unites to new PC’s Office 2000 to 2003; including configuring machines to use multiple monitors and external storage devices.
  • Responsible for staging re-images of new pc workstations and or ghosting.
  • Responsible for utilizing a CA Unicenter and MS Terminal Server Client to push software to a user’s PC.
  • The process also involves the set up, configure and trouble shooting of Zonelabs Integrity, Client Wireless Network Access and support Blackberry.
  • I used active directory to manage end user computer software packages, files, and accounts on medium to large-sized organizations.
  • I’ve upgraded new software, install Windows patches & other tasks were accomplished through updated a single object located within an AD forest or tree.
  • I was also capable to grant or remove access at the user level for one or many applications or file structures.
  • Responsible for assisting users with their management of data & email spanned gigabytes.
  • Responsible for the set up and configuration of specialized applications that includes HiPath ProCenter, CTI Tooolbar, EZ-Quote and others. Responsible for resolving desktop issues escalated from Level 1 Helpdesk.

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