Desktop Support Representative Resume Columbia, Sc - Hire IT People

SUMMARY:

I am a professional with over 20 years of experience in IT Hardware/Software support and customer service. This includes but not limited to team management and development. I am dependable, result oriented, well organized planner with a successful track record in project management, customer satisfaction, and promoting productivity. An individual who is eager to learn and can effectively handle multiple task under stressful situations. Expertise includes team supervision, database administration, network administration, quality assurance, and developing improved methods.

PROFESSIONAL EXPERIENCE:

Desktop Support Representative

Confidential, Columbia, Sc

Responsibilties:

Delivered prompt professional response and timely resolution to all requests for services.
Worked with technical support analysts, strategic projects analysts, technicians, managers and vendors.
Maintained detailed notes on network architecture and ensured appropriate licenses and certificates were valid or purchased. Updating of all customer information upon each contact.

PC/LAN Specialist II

Confidential

Responsibilties:

Maintained detailed notes on network architecture and various applications used by each department within the Richland County Administration Offices.
Conducted departmental wide inventory to ensure appropriate licenses and certificates were valid.
Updating of online inventory of all customer information to include needs and restrictions pertaining to confidential information

Analyst, Tech Infrastructure

Confidential, Columbia, Sc.

Responsibilties:

Works with technical support analysts, strategic projects analysts, technicians, managers and vendors.
Works directly with the customer both in person and by telephone to satisfy customer requirements.
Maintains documentation on work in progress, work completed and prepare reports as required by management.

Network Specialist

Confidential, Columbia, Sc.

Responsibilties:

Consistently achieved 100% customer satisfaction with an average response rate of 73%. This was done through clear communication and understanding of what the customers required to resolve the issue at hand
Averaged 40% growth over the first 13 months of business due primarily to customer referrals. Annual revenue was projected to reach $117,000 in the second year.
Maintained detailed notes on network architecture and ensured appropriate licenses and certificates were valid or purchased. Updating of all customer information upon each contact.

Process Automation Coordinator

Confidential, Columbia, Sc.

Responsibilties:

Provided workstation support for all desktop, laptop, printer, network connectivity to include LAN/WAN & Wi - Fi. Excellent knowledge of general PC applications, such as, MS Exchange, MS Outlook, MS Word, MS Excel, MS Access, and MS PowerPoint.
Managed and maintained the Goldmine CRM database. This was done with Server 2003 and Active Directory Domain Services. Implemented, configured and managed Active Directory users, groups, permissions and group policies.
Complete understanding of Windows Server 2008 network infrastructure along with the implementation and configuring of IP v4/v6, DNS, DHCP, IP routing, remote access and network access protection

Technology Support Specialist

Confidential

Responsibilties:

Co-developed online knowledge base for employee troubleshooting to promote self help and professional growth. Resulted in a decrease in daily call volume. Served as the primary technician for web application support.
Developed training manual for web based applications for departmental staff. This increased first call resolution level and resulted in greater customer satisfaction.
Researched and upgraded desktop hardware and software pertinent for daily operations.

Technician III

Confidential, Blythewood, Sc

Responsibilties:

Planned, developed, and implemented Production Web Server Support Help Desk. Resulted in technical response time being reduced by 60%. Provided management with historical tracking device and served as a marketable service.
Organized and executed a wall to wall inventory of all departmental electronic equipment. This included but not limited to all desktop software and hardware.
Ensured appropriate licenses and certificates were valid or purchased and eliminated unnecessary overhead expenses.

Sr. Operations/Programs Analyst

Confidential

Responsibilties:

Developed and automated bank reconciliation process for SunTrust National Bank. Reduction of processing time by 50%.
Researched and developed a modification process for cycle run time improvements. Reduced overall runtimes by 30% ensuring service times and system availability were consistently met daily.
Automated monthly policy reporting process for Florida Residential Property and Casualty Joint Underwriting. Reduced selection process time and resulted in a savings of $76K per year.

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Desktop Support Representative Resume

Columbia, SC

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