Field Technician Resume Pa - Hire IT People

PROFESSIONAL EXPERIENCE

Confidential, Pa

Field Technician

Responsibilities:

Solely maintained high level on site support for six buildings
Monitored email, tickets system, text, and calls for incoming tickets and issues
Resolved user issues and provided technical assistance wif hardware and software
Regularly ordered replacement computer parts through vendor sites
Managed desktop deployment for buildings
Maintained and monitored servers as well as UPC replacement
Communicated effectively and followed up wif known issues
Scheduled and maintained appointments wif faculty

Confidential, PA

Tech Support

Responsibilities:

Delivered superior and personable customer service experience from start to resolution of a ticket/inquiry
Monitored the Support ticketing platform, voicemail and chat queue
Multi - tasked between four to six responsibilities at once to include chat, call, ticket creation, communicating wif team on issues, and reviewing documentation
Worked wif a total of over 90 clients, of which 30 were regular callers
Created multiple tickets for clients that would be needed for both Internal and client sides
Monitored internal and external intervals from ticket creation to resolution time and escalated as needed
Provided high level support for customers as well as field technicians needing assistance.
Detailed documentation of all troubleshooting steps to resolution
Researched technical inquiries from internal and external customers
Performed basic network performance tests such as ping tests and trace routes, test calls, etc
Created and scheduled maintenance notifications and managed maintenance notification database
Provided remote customer support for troubleshooting and assistance
Participated in individual and team projects
Shared information wif teammates to provide excellent customer experience.
Produced and shared training materials for products to be used internally and externally
Experience wif IT Glue, Sharepoint, Telax agent, Connectwise, Jira, 24tracc, Autotask, Solarwinds, VMWare, Screenconnect, Tight VNC Viewer, GloablProtect, Active Directory, etc
Assisted local and international American Eagle stores wif solving technical related issues
Documented all issues wif great detail and submitted tickets through JIRA
Maintained composure, patience and empathy wif stores during difficult situations
Communicated across teams to resolve known issues and expedited issue resolutions
Worked wif VMWare Horizon Client, Remote Desktop Connection, Cisco Jabber and Cisco Finesse

Confidential, PA

Supervisor

Responsibilities:

Supervisor experience of as many as 10 individuals at a timeExperience using Lotus Notes and Microsoft Excel
Helped answer customer questions and ensure they had a pleasant experience
Provided technical knowledge to customers to help them make informed purchases
Provided customer service to all customers in the store
Made drinks for customers
Provided quality service to ensure all customers were satisfied
Multiple Military Decorations
Experience wif installation and configuration of network adapter
Monitored and inspected daily tasks of subordinates in areas such as vehicle maintenance, first aid, and weekly skills training.
Responsible for safety, training, health, morale and welfare, and discipline of subordinates and their families
Applied knowledge and skills to extreme stress situations such as movement under enemy fire to obtain a positive outcome; mitigated possible conflicts between subordinates

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Field Technician Resume

PA

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