IT Customer Support Specialist Resume Profile

CAREER SUMMARY

IT Professional with extensive technical experience. A quick learner with a strong work ethic and keen attention to detail. Solid interpersonal skills and ability to bring issues to resolution. Specific expertise in the following

Vast Technical Knowledge	Superior Organizational Skills
Effective Problem Solver	Project Management Experience
International Customer Support	Multi-Tasking Abilities
Time Management/Prioritization Skills	Excellent Follow-Up Skills

TECHNICAL SKILLS

Operating Systems Windows XP 7 8 Windows Server
Software Applications MS Office Active Directory Exchange System Center Configuration
Manager SCCM Microsoft Systems Management Server JD Edwards Citrix Blackberry Enterprise Server Sophos SafeGuard Symantec Endpoint Protection SAP AS/400 HelpStar Remote Desktop VMWare
Hardware Laptops Tablets Desktops Paper and Label Printers VoIP Switches And Routers Projectors Phones

PROFESSIONAL EXPERIENCE

Confidential

The only national firm exclusively dedicated to helping original equipment automobile manufacturers design implement and manage profitable tire programs for their dealerships.

IT Customer Support Specialist

Led the implementation of the companywide migration from Microsoft Office 2003 to Microsoft Office 2010.
Create and implement knowledge base documents that affect company processes.
Function as a desktop administrator as well as a domain administrator.
Troubleshoot and implement mobile devices Blackberry iPhone Android in a corporate environment.
Setup and configure technology equipment to standard images including desktop/laptop printers phones etc. and validate usability.
Function as administrator of HelpStar trouble ticket software.
Identify and escalate situations requiring urgent attention ensuring resolution in a timely manner.
Provide tier 1 through tier 3 support to internal and external partners to determine solutions to technical issues.
Manage computers globally with Remote Desktop Microsoft Systems Management Server Microsoft System Center Configuration Manager and Active Directory to ensure effective business operations.
Use and install VMWare.
Create and implement IT security policies as well as deploy security software companywide.

SCCM Administrator

Design and implement operating system deployment including setting up PXE booting hardlink imaging and mass imaging of unknown devices.

Confidential

Create advertisements/collections/distributions for 1000 machines.
Perform client side software updates/upgrades.
Troubleshoot SCCM Client Health.
Use SQL for query writing/reporting.
Collaborate with Information Security to implement custom reporting for Software Metering Asset Intelligence and Local Security Policies.
Plan design and implement application deployments via SCCM.
Manage multiple images/task sequences for deploying PCs to the organization.
Administer update monitor and patch large Microsoft Desktop 1000 environments.
Produce and present miscellaneous reports to management regarding security patches and overall client health.

Confidential

Leading Information Technology contracting company in 52 markets across the US.

Confidential

An innovative specialty chemical company that produces and supplies technologies that improve the quality and performance of products in the global transportation industrial and consumer markets.

IT Support Analyst II

Resolved internal customer IT issues in a global environment.
Independently worked on projects handed down from management.
Collaborated directly with team members and other IT teams to resolve customer related issues.
Troubleshot software and hardware issues and resolved accordingly.
Used HP Service Manager ticketing software to troubleshoot and track service requests.
Accurately documented processes and issue resolutions.
Created and managed user accounts in Active Directory.
Installed and troubleshot Windows 7 Windows XP Pro and Windows 2000.
Installed and troubleshot MS Office 2003 MS Office 2007 and MS Office 2010.
Managed computers globally with Remote Desktop Microsoft Systems Management Server and Microsoft SCCM.
Used AS/400 to manage printers and user accounts.
Configured remote connection RSA key fobs for end users.
Provided BlackBerry support and activation through an enterprise BlackBerry server.
Troubleshot SAP issues companywide and assigned users to roles based on transaction code.
Participated as an active team member on a project to implement Windows 7 companywide.

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