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Technical Support Specialist Iii Resume

Concord, NH

OBJECTIVE: 

Obtain a position in the Information Technology field where I can use my experience, knowledge, and skills to help provide secure, reliable, access to the network users.

SUMMARY:

  • Active Directory experience including but not limited to creating user accounts, modifying memberships and permissions.
  • Troubleshoot LAN, wireless, VSAT, RFID, cellular and other networks.
  • Server 2003, 2008 R2, and 2012 experience including creating and modifying print queues.
  • Expert knowledge of Windows 7, 8 and XP operating systems.
  • Skilled supporting Microsoft Office 2007, 2010 and 365.
  • Very experienced performing data migrations and moving users from Windows XP to Windows 7.
  • Have held vehicle certifications including boom lifts and fork lifts.
  • Able to use various tools to assist in trouble shooting including multimeters, tone generators, and network analyzers.
  • Proficient using remote connection software such as Bomgar, Logmein, Dameware, and Remote Desktop
  • Effectively communicate with beginner, intermediate and advanced users.
  • Experience creating, updating, and installing images using Norton Ghost, HIIS, and Altiris Deployment Solution.
  • Familiar with data backup and disaster recovery practices including real time simulations.
  • Expert in creating and maintaining training documentation on company IT practices.
  • Outstanding customer service skills, with a customer first approach.
  • Enrolled Manchester Community College in the Computer Science curriculum.

PROFESSIONAL EXPERIENCE:

Technical Support Specialist III

Confidential, Concord, NH

Responsibilities:
  • Supported the Department of Insurance and Public Utilities Commission (150 end users)
  • Used active directory to assist in account management and managing domain computers.
  • Upgraded computers from Windows XP to Windows 7 keeping management updated on my progress.
  • Troubleshoot database, application, and network issues.
  • Communicate outages and updates to entire agencies.
  • Closed between 40 - 50 tickets per week.

Technical Support Specialist - Tier II

Confidential, Salem, NH

Responsibilities:
  • On a large IT team supporting 40,000+ users.
  • Assist users in person, via phone, email, remote connection, and chat.
  • Pull tickets from a queue depending on priority.
  • Thoroughly document tickets in real time and follow up with user when necessary.
  • Perform data migrations, when a laptop is replaced.
  • Worked on projects moving users from Windows XP to Windows 7.
  • Install various software in between break/fix tickets, and projects.
  • Create, maintain and update how to documentation for team.

Technical Support Specialist

Confidential, Colonial Heights, VA

Responsibilities:
  • Sit in on IT project meetings. Performing and delegating tasks for the IT support team.
  • Service 3 different locations providing desktop support.
  • Great ability to keep in mind the scope of my job to ensure all tasks are completed according to their priority.
  • Perform lead roles on many projects including periodic inventories, and expansions.
  • Superior flexibility working desk side, remotely, and over the phone.
  • Document new fixes and procedures to make tasks easier for techs who will have to perform these tasks in the future.

Helpdesk Analyst

Confidential, Richmond, VA 

Responsibilities:
  • Run daily reports using Crystal Reports that capture current and resolve incidents, upcoming planned changes to the network, and trends over the last 7 and 45 days.
  • Perform quality ticket review of helpdesk associates.
  • Create, maintain, and update company documentation for company IT practices.
  • Respond to users’ requests for support via phone and email during an 8 hour shift.
  • Monitor a helpdesk shared mailbox for incoming user requests and network notifications.
  • Provide support for DIADS and blackberry devices.
  • Assist users with LAN, wireless, and vpn connectivity issues.
  • Notify the appropriate support teams and management of new network outages.
  • Create training documentation for new helpdesk associates.
  • Reset passwords for mainframe users and in active directory after appropriate verification.

Helpdesk Analyst I

ConfidentialRichmond, VA 

Responsibilities:
  • Troubleshoot and help resolve system and application errors.
  • Remote into user's computers with the use of Office Communicator, Net Meeting, Dameware, Remote Desktop, and Windows Remote Assistance.
  • Install, configure, and repair over 100 software suites.
  • Deploy software packages to workstations remotely.
  • Take an average of 70 calls a day with a 80% first call resolution rate.
  • Run daily, weekly, and monthly report to monitor trends in performance. 
  • Call in outages to the Network Operations Center.
  • Communicate Outages to the rest of the Helpdesk team.

Technical Support Specialist      

Confidential, Greensboro, NC

Responsibilities: 
  • Configure, test, and implement a Helpdesk that services 100+ users using Altiris Helpdesk solution.
  • Create and manage Blackberry Enterprise Server accounts.
  • Activate and troubleshoot Blackberry and other PDA devices.
  • Use many of the solutions in Symantec Altiris desktop management suite to help image, manage, update, and service desktops in an environment.
  • Helped manage projects, provide updates in weekly department meetings.
  • Create and manage “How to” step by step documentation for current and new procedures.
  • Coordinate onsite repairs with maintenance contractors.
  • Conduct the IT portion of the new hire orientation given to all new employees.
  • Order, track, and receive computer hardware, software, and accessories.

Information Systems Operation Analyst

Confidential, Fort Bragg, NC

Responsibilities:
  • Worked on a help desk providing technical support to over 30,000 users in a 24/7, 365 environment.
  • Supervised 30 to 40 analysts.
  • Knowledgeable in creating, modifying, and deleting user accounts and permissions using Active Directory.
  • Hosted video teleconferences with the use of multipoint conferencing units.
  • Installed and updated baseline software on government computers according to policy.
  • Created databases to document, track, and locate equipment.
  • Sorted, filed, and maintained 200+ user records with 100% accountability.
  • Keep inventory of supplies using Microsoft Excel.

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