Technical Support Representative Resume

SUMMARY

CompTIA A+, MCSA and ITIL certified professional with help desk experience providing software, hardware, client/server and networking technical support.
Proven success working in high - volume, 24x7 technical call centers.
Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
Consistently praised for communicating effectively with both technical and nontechnical users.
Known for excellent problem-solving skills and patience in dealing with frustrated users.

TECHNICAL SKILLS

Software: Oracle 10g, Adobe Photoshop, Microsoft Office, Microsoft Outlook, Open Office, Apache Server.

Web development: PHP, MySQL, HTML, XML, CSS, JavaScript, Computer Languages C, C++, SQL, PL/SQL, Sql Server etc. Experience with Cisco Networking Equipment

Other Skills: Experienced in Database Management System, Big Data, Data Warehousing, RDBMS, Reporting tools, Network Management, Data Backup, Software & Hardware upgrades, Installation, Windows troubleshooting and maintenance.

Process Flows & Call-Tracking Tools: ITIL incident management service processes, HEAT, Remedy, Zendesk, ServiceNow, Jira

PROFESSIONAL EXPERIENCE

Technical Support Representative

Confidential

Responsibilities:

Managing large amounts of inbound calls in a timely manner
Resolving Outlook issues like Configuring profile, connectivity and outlook meetings
Keep records of all conversations in our call center database in a comprehensible way
Build sustainable relationships and engage customers by taking the extra mile
Re-Imaging and Cloning computers
Provided technical and analytical support at the call center
Worked with Active Directory to build user network profiles, reset passwords, unlock accounts
Using remote access tool (Windows RDP, Team viewer, Zoom) to perform troubleshooting when needed
Updating, escalating and closing of Tickets in various systems
Troubleshoot and analyze the Problem and take Appropriate Action to solve it

Fulfillment Associate

Confidential

Responsibilities:

Zoning assigned area
Working recovery merchandise from the Customer Service desk and other areas of the store
Assisting with Front End coverage
Responding to customer requests for information and service
Performing warm-up stretches prior to shift
Being knowledgeable about emergency and safety procedures
Maintaining a safe work area, free of excess debris and fixtures
Following riser and ladder safety
Excelling in a team working environment

Desktop Support Engineer

Confidential

Responsibilities:

Provide base level IT support to non-technical personnel within the business
Providing onsite support to business clients.
Effectively perform troubleshooting and system upgrade tasks
Worked with Microsoft Active Directory, Group Policies, administration, creation of user accounts
Monitored daily backups, antivirus status, shared storage space and network activity
Troubleshoot to resolve internet connectivity problems including connection speed and network authentication
Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals
Installed and configured all VPN solutions for wireless devices, Laptop, Desktop and network printers
Make maintenance of computer equipment, PC, Laptop, Monitor and Printer
Installing, maintaining differenthardwareand Software Products
Implementing network security measures to protect data, software, and hardware
Maintain up-to-date antivirus levels on all machine company wide
Provided assistance via remote control service in order to install software or resolve an issue

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