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Field Tech Associate Resume

Wilmington, DE

SUMMARY

  • IT Professional seeking to join the team in a successful reputable company.
  • Utilize 38+ years of professional experience in a corporate environment and add growth to the overall success of the company. Self - starter, technically proficient.
  • A team player with proven leadership ability. Managed large budgets ~ two million dollars.
  • Information Technology, hardware, and software conversions/updates, along with the ability to teach others results in proven goal-oriented results.

TECHNICAL SKILLS

  • Business process improvement
  • Strategic planning
  • Results-Oriented
  • Effective Multi-Tasker
  • Systems Development Life Cycle (SDLC)
  • Change management
  • Service-oriented architecture
  • Requirements gathering
  • Collaboration tools
  • Team player

PROFESSIONAL EXPERIENCE

Field Tech Associate

Confidential - Wilmington, DE

Responsibilities:

  • Coordinated with End User on expectations and availability to conduct Managed Client Services.
  • Perform troubleshooting, part replacement, system upgrades, and basic deployments & repair Client Assets.
  • Strive to meet all Client SLA's & Customer Satisfaction Goals within 100% of End Users.
  • Ensure Customer Satisfaction by advising Customers of Preventative maintenance and configurations which impact product performance.
  • Identify potential issues to enhance the End User experience to consistently deliver excellent customer service.
  • Asset Inventory, Setup and Delivery as well as Asset Disposal and Quarantine Utilizing Service Now Ticketing System.

Field Tech Associate

Confidential - Wilmington, DE

Responsibilities:

  • Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.
  • Coordinates with Client End User on expectations and availability to conduct Managed Client Services.
  • Perform troubleshooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets.
  • Identify potential issues to enhance the End User experience to consistently deliver excellent customer service, and configuration support.
  • Strives to meet all Client SLA's & Customer Satisfaction Goals within 100% of End Users.
  • Follows predefined procedures and tasks in everyday activities.
  • Ensures Customer Satisfaction by advising Customers of preventative maintenance and configurations which may impact product performance.

Technical Community Support Agent

Confidential - Malvern, PA

Responsibilities:

  • Provide 100% of technical support with Ring devices and software for all Ring Neighbors.
  • Resolve issues from both CONUS and OCONUS Neighbors.
  • Develop specialized knowledge/skills in company systems and configuration.
  • Proven ability to consistently deliver excellent customer service, and administration configuration support.
  • Maintain exceptional levels of communication with 100% of end users.
  • Collaborate with engineering and support teams to launch projects on time and within budget.
  • Tested and implemented new technology-based global projects such as Ring Protect.

IT Support Representative

Confidential

Responsibilities:

  • Provided 100% of technical support with laptops, desktops, and IT support projects for 500 to 1000 internal employees.
  • Set-up deployed and repaired 100% of the laptops, desktops, printers, and peripherals.
  • Developed specialized knowledge/skills in voice networks. Responsible for 100% of the AVAYA phone platform configuration.
  • Single point of focus for Wired and Wireless hardware administration configuration support.
  • Strengths in network protocols, TCP/IP, routing, subnets, VOIP.
  • Developed, implemented, and maintained disaster recovery and back-ups.
  • Maintained exceptional levels of communication with 100% of end users.
  • Team Lead managing desktop, laptop, and ancillary devices in Corporate environment for 500 to 1000 internal customers in a level 3 supporting role.
  • Worked directly with File Transmission File Transmissions and File Transmission Protocols. (FTP, HTTP, HTTPS, etc.).
  • Installed, configured, and supported software from multiple sources such as Microsoft and other Enterprise Applications.
  • Worked directly with internal and external departments, clients, and managers to achieve desired results across all platforms.

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