Technical Support Technician Resume Profile

Objective

Results oriented Information Technology professional with extensive experience building positive relationships with clients.
Skilled at providing a wide range of support including troubleshooting hardware and software break/fix issues, network printer maintenance and Data Center Infrastructure support.

Skills

Applications: Microsoft Office Word, Access, Outlook, PowerPoint, Excel , Peregrine ServiceCenter 6.2, Symantec Ghost
Explorer 8.2, Notes, Internet Labor Claiming EClaim , DameWare NT Utilities, Computer and Application Rapid
Development System CARDS , Oracle and Active Directory
Operating Systems: Windows 98/2000/NT/XP/Windows 8

Experience

Confidential

Technical Support Technician

Managed break fix technical support for a 400 client environment via deskside or remote access.
Built, configured, and setup computer equipment and laptops for new employees.
Provided data management and recovery for computer upgrades or crashed hard drives.
Provided hands eyes Infrastructure support.
Maintained HP LaserJet network printers.
Setup up audio and video for onsite meetings and video conferences.
Documented all ticket resolutions using ServiceCenter.
Maintained daily tape backup and installed IP phone/polycom systems.
Maintained pc equipment inventory by evaluating stock and placing monthly orders.
Demonstrated excellent multi-tasking and time management skills.
Exceeded the pre-defined SLA requirement with exceptional service levels.

Confidential

Desktop Support Technician

Managed technical support for a 500 client environment via deskside or remote access via contract position.
Thoroughly documented all activities in work orders.
Utilized VantiveWeb, Lotus Notes, Internet Labor Claiming EClaim , DameWare NT Utilities and Computer and Application -Rapid Development System CARDS .
Demonstrated excellent multi-tasking and time management skills.

Confidential

PC Support/Build Technician

Installed Desktop Management System onto server and client work stations via contract position.
Provided proven analytical skills allowing for detailed trouble-shooting of issues covered during and after build.
Verified that all user data migrated to the systems after new build installation.
Installed additional programs and printer drivers that were not installed during the build process and upgraded system bios.
Utilized Peregrine ServiceCenter 6.1, Symantec Ghost Explorer 8.2, Automated Provisioning Environment APE Desktop Management Services.
Created and maintained the project database of completed systems using Excel.
Demonstrated excellent organizational and time management skills.
Demonstrated excellent oral and written communication skills with the ability to translate technical terms to non-technical personnel.
Acted as a self starter who works comfortably alone or in team environments.
Demonstrated excellent interpersonal and customer service skills.

Personal Computer Installer

Uninstalled desktop systems, docking stations, printers and print servers in the current building and prepared for moving short term contract position.
Installed desktop systems, docking stations, printers and print servers in new building in specific locations and checked to make sure everything was connected and working properly.
Took a report of any problems that the users found when they returned to the office.
Troubleshot and repaired hardware problems.

Confidential

Computer Repair Technician

Worked as an A to Z technician, Flow-line and workbench diagnose technician and as a Buildup technician repairing Hewlett Packard notebooks.
Trained new hires on the floor operations, namely:
Oracle applications
Breakdown diagnosis, replace parts, build-up and testing of Hewlett Packard notebooks
Utilized Oracle database to input notebook inventory, diagnostics, repairs, and parts usage.
Demonstrated strong analytical abilities and good organizational skills.

Confidential

PC Field Technician

Led a special projects team that conducted Dell Optiplex installations in Regions Banks.
Trained other employees on Raid upgrades on servers and installed motherboards and terminals.
Performed service calls on DELL PE1650 Servers, Optiplex Workstations and Latitude Notebooks.
Participated on Wal-Mart Global Support Team with the following responsibilities:
Performed installation and maintenance of IBM POS cash registers troubleshot handgun and flatbed scanners, receipt printers, and credit card readers conducted weekly and quarterly store Preventive Maintenance calls inspected and repaired store office computers, back office equipment, and cash office equipment as needed.
Functioned as team leader in various system rollouts including Wal-Mart and Dell.
Performed in a self-directed environment servicing an area within a four hour radius of Memphis.
Prepared documentation in a timely and accurate manner with a focus on detail and issue resolution.