SUMMARY:

Versatile technical problem solver with highly developed verbal skills enabling high levels of customer satisfaction with my communication abilities. Able to explain all project points in a variety of settings and to any level of skill, from the non - technical everyman to the high level technical developer, via phone calls all the way to formal presentations to high-ranking managers. I am able to support all areas of PC environment, including software, hardware, and networking-related areas, as well as properly document issues with a variety of ticketing systems.

SKILLS:

Technical Support

Active Directory

E1, E3

Network Analysis

Router

VPN

Authentication

Ghost

Multi-Factor Authentication, networking

Symantec, Android

Intranet, Visio

Imaging, excel

Microsoft Outlook, Microsoft Powerpoint, Microsoft Windows, Windows 10, MS Windows 7, Windows 7, Publisher

Shipping, shipping and receiving

EXPERIENCE:

Confidential

Technical Support Representative

Responsibilities:

• Responsible for fielding incoming calls from ELC employees, resolving their technical issues, and fully documenting the procedure via Service Now ticketing system
• Provided assistance and resolution for a variety of issues, including software, hardware, and networking problems, such as password resets, installation of 3rd-party software, printer issues, VPN, Wifi, network drive mapping, Multi-factor authorization, and so on Supported Windows 7-10 OS PC machines to Mac OS machines, and mobile devices such as cell phones and iPADs
• Made heavy use of LogMeIn to remote to user’s machines to get a better idea of exactly what is happening, including exact wording of error messages, as well as performing complex functionality that is more easily communicated by actually performing the steps of a process in front of a user on their desktop, rather than trying to verbally instruct them

Confidential

Technical Support Analyst

Responsibilities:

• Handled incoming calls in a one-stop, immediate-resolve service desk environment Utilized ServiceNow ticketing system to document issues as well as the steps taken to resolve the issue, along with the appropriate knowledge base article which supplied the information needed to handle the matter
• Researched solution to issues using Confidential 's robust in-house documentation/knowledge base, which provided either the direct answer or guided direction to the solution for every single issue that arose
• Received as many as 5 incoming calls per hour Developed strong multi-tasking skills so that I could listen to a caller and understand their issue while simultaneously entering key pieces of info as caller communicated them into the ServiceNow ticket, then avoiding "dead air" by keeping the conversation going through small talk or other interpersonal communicative strategies while at the same time researching the issue in the knowledge base, then developing my comprehension of the matter based on the new info uncovered in the documentation and using that to close out the ticket to caller's satisfaction while entering all the required fields in ServiceNow

Confidential

Technical Support Analyst

Responsibilities:

• Granted access via Active Directory to a wide-variety of different applications, many proprietary, as well as various network partitions/drives, across different domains within the company network infrastructure
• Utilized ServiceNow to organize user issues by tracking, updating, prioritizing and communicating through ServiceNow
• Collaborated with other technical support team members using Teams as a chat tool for all sorts of purposes, including escalations, knowledge sharing, training and so on Employed Nord VPN for safe access to company intranet, and provided support for it for users Provided general technical support for Windows-based platforms
• Shared desktops with users with Teams in order to better understand their issue and better communicate solutions, as well as an educational tool from myself to user
• Received user issues by assigned tickets within ServiceNow from managers, then resolved either on my own, communicating with user via email, chat in Teams, shared desktop with Teams, and/or over telephone

Confidential

Technical Support Analyst

Responsibilities:

• Collaborated in 8-man team to provide technical support for Confidential employees
• Provided face-to-face support on the fly throughout day in an open first-come, first served office Worked SNOW tickets at desks or over a remoted, Skype-shared desktop
• Resolved issues with Logitech mice and keyboards through Logitech Unifying software Supported users with Windows 10 and Office 365 issues such as with Visio, Teams, Project, PowerPoint, Publisher, Access, OneNote, and Outlook, as well as Excel and Word Reset passwords and provided appropriate access through Active Directory Interfaced with Thin-Client machines to resolve their issues by ended locked processes, running updates including Group Policy (cmd prompt - "gpupdate /force")
• Prepared new laptops by first imaging them via Symantec Ghost
• Assisted with Multi-factor Authentication with token creation via Symantec VIP

Confidential

Technical Support Analyst

Responsibilities:

• Fielded inbound technical issues through employee-created tickets, emails, phone calls, or Instant Messages Utilized Zoho ticketing system to support entire population of employees in company with their technical issues PC software, Android mobile phone, networking/internet, hardware or setup/access requests
• Provided software support for OS MS Windows 7 and 10, Android Mobile OS, Office 365, Outlook, Word, Excel, Power Point Employed Active Directory for setting and resetting passwords, account unlocks, account creation, and access modification Offered support for cloud functionality with Google drive, Google Play store, and proprietary mobile apps Utilized Teams to communicate with entire employee populace
• Responsible for purchasing, shipping and receiving new computer equipment for employees, including new smart phones, laptops, and so on using
• Provided network analysis and repair for WiFi and wired connections, router troubleshooting Handled VPN issues, either Nord VPN or Cyber Ghost, and educated user's in multi-tiered authorization processes
• Utilized Zoho Assist to remote desktop to resolve or educate about user's issue, and to push software directly to a user's computer, for example during a new release roll-out Performed troubleshooting on Android smartphones including extracting important info to activate phones, installation of SIM cards, help with IPhones, downloading APPs via App store or Google Play store in the case of Android phones Setup Office365 license level(E1/E3) for each employee based on whether their position in company necessitated access to local versions of the software