It Technical Support Technician Resume
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