Technical Support Resume Profile

SUMMARY OF QUALIFICATIONS

Over five years of technical support experience.
Experience configuring, monitoring, upgrading and maintaining systems hardware, software and related infrastructure.
Proven ability to coordinate support activities and processes.
Able to bridge the gap between technical and non-technical persons.
Hard working, detail oriented, and able to multi-task effectively.
Strong analytical skills able to work with technicians from various engineering disciplines to troubleshoot complex system-level issues.
Demonstrated ability to satisfy users through analysis and problem resolution. Recognized as the go-to-person for immediate resolution to technical issues.
Fluent in Russian.

TECHNICAL SKILLS

Knowledge of operating systems: Windows 2000/ XP/Vista/ 7/8, Mac OS X, Windows Server 2008, and many Linux distributions
Knowledge of supported software packages: MS Office 2003/ 2007/ 2010, Exchange 2007/2010, Internet Explorer, Firefox, Safari, SharePoint, VMware
Hardware Switches, Routers, Modems, Network Storage, Wireless Access Points, Firewalls, Web Servers
Knowledge of Cisco SSL VPN, Secure ID, and McAfee AV, Microsoft Forefront AV
General knowledge of LAN, Wi-Fi, and internetworking protocols: TCP/IP, NetBEUI, AppleTalk
Proficient in Active Directory and Windows Server 2008 Management

PROFESSIONAL EXPERIENCE

Confidential

Technical Support and Data Entry Receiving/Shipping Clerk

Receive and documented all shipments
Simplified shipping process, resulting in over USD 100,000 yearly savings
Commended for technical, analytical and problem-solving skills effective task prioritization and customer service orientation.
Set up Exchange, Windows Server 2008, and a Disaster Recovery Plan.

Confidential

IT Helpdesk Support

Handled technical troubleshooting within a corporate enterprise environment, including system crashes, slow-downs and data recoveries.
Creating and Managing Active Directory Organizational Units. Setting up and placing user and/or systems in correct ACLs or security groups.
Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, resolution and closure of trouble tickets.
Performed regular system backups and recovery procedures, closely following SOPs to ensure system security.
Helped resolve virus outbreak as member of a team that quickly isolated and removed virus that had infiltrated systems.