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It Technical Support Technician Resume

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OBJECTIVE:

To obtain employment providing opportunity for long term career growth and development, continuing education and support for the achievement of personal goals.

SUMMARY:

  • Over 19 years of experience in the computer and networking field primarily in desktop support and help desk.
  • Hands on experiences in installing, configuring and troubleshooting desktop software and hardware.

TECHNICAL SKILLS:

Troubleshooting PC hardware issues

Software installation and configuration

Windows 10/8/7/XP/Server/Exchange

Office365/Office/Outlook

Re - imaging Windows PC’s

Antivirus deployment

Printers/Scanners

Active Directory/Group Policy

Switches/VPN/Firewalls

DHCP/Ping/DNS/TCPIP

Troubleshooting Networks

Cisco Call Manager

Microsoft SCCM

Service Now Ticketing System

PROFESSIONAL EXPERIENCE:

Confidential

IT Technical Support Technician

Responsibilities:

  • Inspect and test incoming computer hardware and O.S.
  • Conduct computer hardware replacement including hard drives, memory, and power supplies
  • Install and test computer software including Windows 10, Office, etc.
  • Managed Service Desk Email Box
  • Logging all incidents and requests via Service Now

Confidential, San Diego, CA

IT Technical Support Technician

Responsibilities:

  • Provide computer-related helpdesk support for end-users
  • Maintain user PCs, including upgrades and configuration as needed.
  • Perform configuration in Active Directory including add/edit/modify
  • Administer Group Policy for end-users
  • Manage Windows 10 migration for computers
  • Use of Zendesk ticketing system
  • Experienced in Microsoft System Center Configuration Manager
  • Deploy/install PC software and configure
  • F5 SSL VPN client installation and configuration

Confidential, San Diego, CA

Desktop support Agent

Responsibilities:

  • Manage Tech Refresh project of computer hardware replacement
  • Working Knowledge of ServiceNow
  • AirWatch Admin along with SafeNet mobile pass
  • Utilized SCCM for software deployment
  • Configure end-users in Cisco Call manager
  • Provide computer/network technical support

Confidential, San Diego, CA

Service Desk Agent

Responsibilities:

  • Responsible for Service Desk hotline communications
  • Configure Cisco Call Manager for user accounts
  • Deployed software/images over network, PXE boot
  • Review and assign support requests through queue monitoring on a regular basis throughout the day
  • Provide support to end-users to facilitate problem resolution; Work with staff to ensure quality and expectations for standards and customer satisfaction are met

Confidential, San Diego, CA

Help Desk IT Support

Responsibilities:

  • Provide support and troubleshooting of computer-related issues such as software and hardware
  • Perform reimaging of O.S. on desktops and laptops
  • Ensured IOS and Operating System updates on computers
  • Configured accounts in Active Directory including add/edit/modify users
  • Administer group policy for end-users
  • Configure Cisco Call Manager for user accounts
  • Perform resolution of 1st response support requests

Confidential, San Diego, CA

Desktop I.T. Support

Responsibilities:

  • Set up new laptops for new users
  • Take inbound calls from home users

Confidential, San Diego, CA

Desktop I.T. Support

Responsibilities:

  • Provided 1st response support and troubleshooting of computer-related issues
  • Set up new computer hardware and laptops for new users
  • Configure and install software
  • Provide desktop support for remote users

Confidential, San Diego, CA

Help Desk I.T. Support

Responsibilities:

  • Provide call center Help desk computer support
  • Ensured prompt status communication to end-users regarding support requests
  • Provide support and troubleshooting of computer-related issues
  • Average call volume from 45 to 50 calls per day

Confidential, San Diego, CA

Help Desk I.T. Support

Responsibilities:

  • Provide support to end-users to facilitate problem resolution; Work with staff to ensure quality and expectations for standards are met
  • Provide troubleshooting of computer-related issues such as software and hardware
  • Perform reimaging of O.S. on desktops and laptops
  • Ensured IOS and Operating System updates on computers
  • Configured accounts in Active Directory including add/edit/modify users
  • Administer group policy for end-users
  • Configure Cisco Call Manager for user accounts
  • Prioritize/track action items and issues relating to support requests ensuring SLA’s are being met

Confidential, San Diego CA

Help Desk Analyst

Responsibilities:

  • Worked on Microsoft Lync, Citrix, Windows 7,XP, HP Service Manager SM9, Active Directory, Configuration Management
  • Provide troubleshooting of computer-related issues such as software and hardware
  • Handled average call volume from 35 to 50 calls per day

Confidential, San Diego, CA

Help Desk Analyst

Responsibilities:

  • Worked on Lync, Microsoft System Center 2012, Active Directory 2008 and Microsoft Exchange 2010
  • Worked on Microsoft Enterprise Server 2008, Proxy pro master
  • Provided timely diagnosis and first call resolution of trouble calls.
  • Set up and configure end-user accounts in Active Directory
  • Install and configure desktop workstations for end user’s

Confidential, San Diego, CA

Technical Account Associate

Responsibilities:

  • Manage and provide technical support for Xerox printers and scanners.
  • Install/remove hard drives and memory from network printers
  • Troubleshoot network printer issues
  • Install and configure network printers for departmental use for end users

Confidential, San Diego, CA

Help Desk Agent

Responsibilities:

  • Answer incoming customer calls from ACD line and log trouble tickets in tracking system.
  • Provide timely diagnosis and first call resolution of trouble calls
  • Provided support of Office 2007
  • Configured Active Directory and Domain Controllers
  • Troubleshoot and support WAN/LAN Client networks TCIP SAP/CRM Ticketing system
  • Managed average call volume from 20 to 35 per day

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