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Project Technical Support Resume

5.00/5 (Submit Your Rating)

Chicago, IL

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SUMMARY:

  • An accomplished, reliable professional with 12+ years of experience specialized in information technologies and help desk operations. Leverages proven abilities in time management, problem - solving, and negotiations to formulate solutions for swift technical resolution.
  • Takes ownership of a best practices process and formulates policies to achieve full compliance with company objectives.
  • Expert communicator of technology concepts and best practices to non-technical business users.
  • Performs a wide range of duties, including end user, systems administration and technical support.
  • Can easily work independently or collaborate with multi-disciplinary teams. Active Secret Clearance.

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows 7, Windows 10, Active Directory, Apple macOS High Sierra

Office Suites: Microsoft Office 365, Microsoft Office 2019 for Apple Macintosh

Mobile Devices: Apple iPhone, iPad, Samsung Galaxy Smartphone, Microsoft Windows Surface Pro Tablet

Email/Communications: Microsoft Outlook, Teams, Skype, IBM Lotus Notes

VPN Remote Network Access: Cisco AnyConnect Secure Mobility Client, FortiClient VPN

Security & Inventory: McAfee VirusScan Enterprise, Drive Encryption, CrowdStrike Falcon, Sandbox Cybersecurity, SNOW Inventory Asset Management, ServiceNow & ServiceDesk Plus (ManageEngine) ticketing/computer & smartphone asset inventory management

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

Project Technical Support

Responsibilities:

  • Provided entirely remote Tier-1 & Tier-2 technical support, application support, administration support, and end-user computer reimaging/replacement as deemed necessary to relieve senior-support personnel to accomplish on-going Nokia-assigned tasks.
  • Also, largely assisted in the off-boarding & removal of SACW equipment from the decommissioned Chicago, IL office to the newly-designated Elgin, IL company headquarters.

Confidential, Chicago, IL

Computer Technical Support Specialist

Responsibilities:

  • Onboarded 10 or-so new-hires every month; assigned computers and necessary peripherals to each to include all requisite software and network access permissions.
  • Provided Tier-1 & Tier-2 technical support, application support and administration support for the network.
  • Researched, gathered, and organized information for escalating trouble/problem-situations to other teams.
  • Assisted in data integrity and environment checks for alarms, alerts & other various system failures.
  • Configured, installed, maintained and upgraded computer systems hardware and software.
  • Administered and maintained security of operating systems; instrumental in troubleshooting data connectivity issues.
  • Twice received “Applause ” for exceptional performance.

Confidential, Chicago, IL

Help Desk Analyst

Responsibilities:

  • Performed system onboarding configurations; instrumental in computer installs & deliveries.
  • Installed, configured, set-up corporate network/telephony access.
  • Replaced/upgraded hardware, installed/upgraded software and conducted troubleshooting of networks and other various problem-issues for users.
  • Provided excellent communication with users and completed necessary /orientation.
  • Maintained a customer database; ensured calls were addressed in a timely & efficient manner.
  • Point-of-contact for VIP clients, researched and provided real-time status reporting to stakeholders.
  • Maintained accurate records & accounts of service tickets and support calls.

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