Technical Support Resume

OBJECTIVE

I am seeking a challenging opportunity where I can best utilize my skill set to grow, while helping the IT department achieve departmental and corporate objectives.

TECHNICAL SKILLS

Software: Windows XP, Vista, 7, 8, Server 2003, Server 2008, MS Office Suite, Servicenow, Connectwise, Epic, Hyper - V, Altiris, BART PE, Windows PowerShell, Data Ontap 7-Mode, Data Ontap Cluster-Mode, Symantec Netbackup, Symantec client-side tools, Active Directory, Group Policy, Airwatch, Android, iPhone OS, DHCP, DNS

Hardware: HP, Dell, IBM Desktops, HP Laptops, HP Servers, Nortel, HP, Cisco Switches, Canon Printers, Faxes, Scanners, All-In-Ones, Raid Arrays, Netapp Filers, Quantum Libraries, Symantec Appliance

Communication: Excellent people, written, and verbal communication skills, problem solving, analyses, organizational skills, and works well in a group, or independently

PROFESSIONAL EXPERIENCE

Confidential

Technical Support

Responsibilities:

Analyze policy of child company, and restructure any inadequate policies according to parent company needs during a merger
Troubleshoot multiple environments, with a variety of changes and needs
Triage and resolve remote iPads, and iPhones with company developed applications
Act as escalation point for any issues that Tier One could not resolve within a timely manner

Confidential

Technical Support Engineer

Responsibilities:

Receive tickets regarding an array of issues from end user desktop, to infrastructure
Proactive maintenance with all IT equipment, and software across multiple companies
Start, and update knowledgebase for all procedures, and troubleshooting

Confidential

Desktop Support

Responsibilities:

Assisted with implementation of Epic Software across Enterprise
Scan entire environment containing several thousand devices for any Epic related Issues prior to SLA
Troubleshoot any Epic issues on computers, printers, zebra printers, and mobile devices
Work with Confidential IT staff to help resolve daily tickets between projects

Confidential

Technical Support Engineer

Responsibilities:

Break/fix Tech Support center for Storage and Backup Solutions
Troubleshoot storage infrastructure issues for small to enterprise sized companies
Resolve SAN/NAS software issues while maintaining compliance with designated SLA
Triage Symantec backup and appliance issues
Coordinated with vendors to expedite issue resolution to ensure customer satisfaction

Confidential

Help Desk Analyst

Responsibilities:

Work in a high-volume call center environment that operates 24/7
Proficiently manage the resolution of inbound technical calls within SLA time restraint
Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers
Accurately, and efficiently record all interactions with customers in an incident management tracking tool
Utilize an issue knowledge base to effectively resolve and assign issues to the appropriate support group

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