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Technical Support Specialist Resume

SUMMARY OF QUALIFICATIONS

  • Well - spoken IT professional with 10+ years’ of experience in technical support & troubleshooting
  • Lead as first point of technical support to executives, leaders, & vendors
  • Maximo Change Management Department Lead as First Point of Technical Contact to executive leaders on Change Advisory Board
  • Perform troubleshooting and issue resolution on all aspects of assigned systems including OS issues, security issues, and network connectivity issues
  • Manages service desk tickets in a timely and professional manner, Event Monitoring & Management
  • Work with internal Technical Operations teams to troubleshoot network and server issues and optimize the database environment
  • Provided technical/business support to end-users for issues across the nation
  • Provide support to L3 & L4 via desk side/VPN/Remote access

Technical Overview

  • Software: Active Directory, MS Office 2010 & 2013, MS Server 2003/2008, MS Exchange Server, Imaging Creation/Deployment, ITIL, SDLC, Bomgar, MAC, Windows XP, 7, 10, SQL Server Mgmt 2005, 2008R2, 2012, Script Writing, vSphere VMware, Oracle, Norton, Blackberry Desktop Management & BES, EAS, Cisco VPN, SharePoint, Office 365, Project, Remedy Ticketing System, Altiris, Maximo, ServiceNow, Mobile device support, Norton Virus removal, Dell Kace 1000, Bitlocker, AirWatch Mobile, Tivoli, Microsoft System Center Configuration Manager
  • Hardware: POS Systems and POS Scanners, Pin pads, Dell Desktops, Desktop Configuration, Dell Laptops, Panasonic Laptops, Confidential Laptops, Dell Edge Servers, Apple Mac books, Mobile devices, Printers

PROFESSIONAL EXPERIENCE

Confidential

Executive Desktop Support Analyst

  • Work with end users to identify and deliver required PC service levels.
  • Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
  • Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
  • Install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
  • Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
  • Receive and respond Level II Help Desk calls, pages, and/or e-mails regarding PC and/or hardware problems.
  • Accurately document instances of hardware failure, repair, installation, and removal.
  • Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
  • Support development and implementation of new computer projects and new hardware installations.
  • If necessary, liaise with third-party support and PC equipment vendors.
  • Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.
  • Assist in completion of special projects on an as needed basis within the IT Department.

Confidential

Technical Support Analyst

  • Responsibilities: Tier 1, Tier 2, Tier 3 Support
  • Lead as First Point of Technical Contact to Bank Executives & Vendors
  • Windows Administration including Installation, configuration, customization, maintenance and of many applications, such as Windows OS, Windows Server, Office, SQL Server, Oracle, as well as proprietary applications
  • Manages service desk tickets in a timely and professional manner, Event Monitoring & Management
  • Perform troubleshooting and issue resolution on all aspects of assigned systems including OS issues, security issues, and network connectivity issues.
  • Work with internal Technical Operations teams to troubleshoot network and server issues and optimize the database environment
  • Coordinate with other departments and respond to problems, requests for information and advanced configuration issues related to clinical and business systems including interface communications between internal and external systems
  • Demonstrates the ability to take initiative, provide create solutions and think quickly at all times
  • Establish and enforce database change management standards including pushes from development to QA, on to production, etc.

Confidential

Desktop Implementation Training Specialist

  • Responsibilities: Tier 1, Tier 2, Tier 3
  • Travel to various cities around the US to train cashiers and managers on proprietary software installed and configured on to POS systems and Vending Machines
  • Installation /Rollouts of Desktop PCs in various environments, POS Systems and Scanners Windows OS, Windows Server 2003, 2008 R2, MACs,
  • Coordinate with other departments and respond to problems, requests for information and advanced configuration issues related to clinical and business systems including interface communications between internal and external systems
  • H/W inventory management of POS systems and Scanners, Vending Systems and Desktop Systems
  • Installation of SQL Server 2008 where pulled in client data from old system
  • Diagnosed and documented reported issues and outages
  • Installation of hardware (printers, pin pads, cash drawers, and touch screen monitors)
  • Perform virus and spam detection and removal

Confidentia

Change Management Specialist

  • Responsibilities: Tier 1, Tier 2, Tier 3
  • Maximo Change Management Dept. Lead as First Point of Technical Contact to executive leaders on Change Advisory Board
  • Work with Windows Engineers to convert 1500+ users from Lotus Notes Email environment to Exchange Email environment
  • Create and maintain documentation on report requisitions as well as system maintenance
  • H/W inventory management
  • Familiarity with Tivoli Enterprise Management and SCCM tools
  • Organize Help Desk to resolve issues during migration of user data from Lotus Notes, Blackberry Devices and Servers
  • Coordinate with other departments and respond to problems, requests for information and advanced configuration issues related to clinical and business systems including interface communications between internal and external systems
  • Planned integration of Work with project team and engineers to support project implementation w/Blackberry RIM, BES & Exchange

Confidential

Sr. Client Support Engineer (Project Coordinator)

  • Responsibilities: Tier 1, Tier 2, Tier 3
  • Conducted (manual and automated) testing of websites and client-server applications
  • Provide remote support for multiple systems, Blackberry Server using Dameware
  • Provide Network support & troubleshooting steps for LAN/WAN connectivity
  • Train Desktop, Helpdesk, End-Users & Managers support hardware/software

Confidential

Desktop Support Specialist

  • Responsibilities: Tier 1, Tier 2, Tier 3
  • Provide support to L3 & L4 via desk side/VPN/Remote access
  • Ghost Imaging/configuration/support/maintenance
  • H/W inventory management
  • Support Windows 2000/2003 Server platforms
  • Administer Exchange (create mailboxes, public folders, aliases, etc.)
  • Setup of switches, routers, VLANS, wireless, and other networking devices
  • Managed Active Directory by controlling user access to the network, including permissions, access rights and privileges

Confidential

Technical Support Specialist (Contract)

  • Responsibilities: Tier 1, Tier 2, Tier 3
  • Provided technical/business support to end-users for issues across the nation
  • Managed local & remote Ghost imaging
  • Provide support to L3 & L4
  • Monitored ticketing queue regularly for open and unresolved issues & worked to resolve and close
  • Diagnosed and documented reported issues and outages
  • Coordinate with other departments and respond to problems, requests for information and advanced configuration issues related to clinical and business systems including interface communications between internal and external systems

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