IT Support Technician Resume an Jose, CA - Hire IT People

SUMMARY:

An Enterprise level Desktop Support Technician tier II associate, support over 1200+ users, with 5+ years of experience on broad spectrum of computer operating systems applications and hardware implementation and configurations.
Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non - technical colleagues at all levels in the organization.
Extensive customer service experience and excellent technical-to-business communication skills; consistently conveys competence and concern to end users.
Strong ability to effectively multitask and perform with a sense of urgency for rapid issue resolution.
Analytical and adept at resolving complex network issues.
Setup and configure new PCs and laptops including imaging and installation of necessary software following standard procedures.
Resolved incidents and upgraded different types of software and hardware, resolved incidents with printers, copiers and scanners, maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
Used Citrix Receiver application 4.5 Virtualization and VDI as well as Microsoft Azure Cloud Computing Platform & Services (VMware).

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE:

Confidential, San Jose, CA

IT Support Technician

Responsibilities:

New Hire Set-Up and On boarding/Off boarding Support.
Administer Active Directory user account.
Setup and configure new PCs and laptops including imaging and installation of necessary software following standard procedures.
Setup new user accounts and mailboxes in Active Directory and Office 365.
Administer Exchange Distribution Lists and migration of accounts to Office 365.
Configure and support Desk phones.
Create and support video/web meetings leveraging IT tools. (Poly com/WebEx/Skype)
Monitor the help desk queue (email and phone). Service Now ticketing system.
Administer security services including user logons, passwords, access rights on other systems and applications (e.g. Salesforce, SharePoint) as assigned.
Manage file, printer and group membership permissions.
Used Citrix Receiver application 4.5 Virtualization and VDI as well as Microsoft Azure Cloud Computing Platform & Services (VMware).

Confidential, Washington, DC

Desktop Support Technician

Responsibilities:

Diagnosed and resolved software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
Assisted all our users with any logged IT related incident when called upon.
Took ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
Accurately recorded, updated and documented requests using the IT service desk system.
Installed and configured new IT equipment.
Resolved incidents and upgraded different types of software and hardware, resolved incidents with printers, copiers and scanners, maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops & Thin Clients) Tablets & Smartphone (IOS & Android) and Microsoft Office
Continually updated personal knowledge of computing hardware operating systems and software Maintained confidentiality and discretion when working with passwords or sensitive materials