Field Tech Associate Resume
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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.