We provide IT Staff Augmentation Services!

Technical Support Analyst Resume

Dc

CAREER SUMMARY:

An experienced Information Technology Specialist skilled in both aspects of PC hardware and software. Able to work under pressure. Excellent customer service skills, able to give directions to non-technical users and provide guidance when requested. Offers strong diagnostic, troubleshooting and communication skills. Has 6+ years providing customer service and IT support to large enterprise user community. Passionate about technology with drive to keep current with continuing education.

SKILLS:

  • Hardware installation and trouble shooting
  • Computer assembly-disassembly
  • Installing, Upgrading/Migrating Operating Systems
  • Basics of Ethernet technologies, cabling LANs and WANs, and networking media
  • Perform bench-level preventive hardware maintenance, replacement and repair of computer terminals.
  • Troubleshooting Office Suite issues
  • Editing/formatting Microsoft Word issues
  • Help Desk/ Customer Support

SOFTWARE:

Active Directory, SCCM, Cisco VPN, Ghost, SharePoint, Microsoft Office Suite 2000/2003/2007/2010 , Microsoft Communicator, People Cube Resource Scheduler, Symantec Antivirus Corporate Edition v.8.0/9.0/10/Endpoint, E-Copy, Scan Asset, Numara Footprints (help desk ticketing system), Blackberry Desktop Manager, Enterprise Vault.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Technical Support Analyst

Responsibilities:

  • Provided exceptional technical support to 1500 users and VIPs on-site, off-site and regional offices at an independent U.S. Federal agency.
  • Communicated openly with users to supply prompt resolution of Tier 1-2 support calls
  • Played a main role in maintaining 90% or higher on service level agreements (SLA), beating contract requirements by 10% or more despite department understaffing.
  • Assisted users with installations, configurations, and modifications of hardware/software.
  • Installed/configured and deployed workstations for new employees
  • Made modifications to Active Directory as needed.
  • Performed re-builds on inoperative computers; imaged systems with Symantec Ghostcast Server.
  • Kept track of help desk calls with Numara Footprints ticketing system
  • Assisted remote users with issues relating to Cisco AnyConnect VPN software, Remote Desktop Connections and password resets.
  • Updated and kept track of inventory with Scan Asset inventory system.
  • Performed actions with System Center Configuration Manage (SCCM) pulling software to user’s computers.
  • Used the SCCM application to remote into user’s computers to assist with Adobe and Office Suite application issues.
  • Performed computer registry modifications as needed to resolve computer issues.
  • Provided SharePoint issue support.
  • Provided support for Symantec Enterprise Vault in Microsoft Outlook.
  • Used People Cube Resource Scheduler software for setting up meetings. Provided support to end-users with related issues.
  • Researched unfamiliar issues to develop a prompt solution.
  • Provided training to new employees on machine and software operations.
  • Collaborated and coordinated services with other on-site/off-site departments to provide quick resolutions.
  • Applied diagnostic techniques to identify problems, investigate causes, and recommend solutions for desktops, laptops, portable devices and software.
  • Resolved issues related to personal, networked, and multifunction printers.

Confidential, Washington, DC

Temporary Call Center Coordinator

​Responsibilities:
  • Ran reports of previous day’s help desk tickets, making sure the tickets were assigned appropriately.
  • Performed Quality Assurance (QA) on help desk tickets.
  • Generate end-user survey reports
  • Surveyed users on quality of assistance received.
  • Ordered printer toner and other computer accessories for the I.T. department.
  • Kept inventory of all IT items, ordered more items as necessary.

Confidential, Washington, DC

Jr. Hardware Technician/Tech Refresh

​Responsibilities:
  • Team lead of tech refresh group
  • Imaged/Configured Dell OptiPlex 755/780 desktops
  • Upgraded Dell GX260’s running windows XP with Dell OptiPlex 755/780’s running Windows Vista Enterprise.
  • Upgraded older HP network printers with newer HP printers.
  • Imaged/configured Dell E6400 laptops with Iron Key thumb drives. Prepped laptops with appropriate image and configurations
  • Traveled to regional offices (Chicago, New York, Kansas City) to upgrade XP machines to Vista Machines.
  • Provide customer/technical support for laptops.
  • Kept track of hardware with Scan Asset inventory system.

Confidential, Beltsville, MD

Ebay/ Store Sells Rep

​Responsibilities:
  • Took calls from customers wanting to order pcs. Took down customer’s information and processed the order.
  • Fixed laptops, replaced parts, and removed viruses from laptops.
  • Handled customer service calls for Ebay sells and store sells.

Confidential, MD

IT Department Intern

​Responsibilities:
  • Gained an acute awareness of intranet operations
  • Repaired and maintained Dell computers in computer classrooms
  • Installation, configuring, and maintenance of Windows XP Professional
  • Assisted with computer imaging
  • Resolved network connectivity problems
  • Diagnose hardware and software problems, and replaced defective components
  • Set up AV equipment for school functions

Confidential Washington, DC

Help Desk Intern

​Responsibilities:
  • Assisted users with installations, configurations, and modifications of hardware/software.
  • Troubleshoots hardware, software, and/or network operating problems
  • Applied basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Provided network troubleshooting and support
  • Assisted in the administration of e-mail systems; phone and help-desk support for local and off-site users
  • Maintained current knowledge of relevant hardware and software applications as assigned
  • Setup workstations and load enterprise software
  • Disassemble workstations
  • Provided Technical assistance to other team members as appropriate.

Hire Now