Tier 1 Telecommunication Tech Support Resume , Catonsville MD - Hire IT People

SUMMARY:

Experienced technical analyst looking for a new and challenging position where I can use my years of technical and functional support knowledge in the Information Technology field to assist in the daily operations of an organization.
Excellent understanding of Microsoft Office (Word, Power Point, Excel, Outlook, Viso)
Proficient technical support knowledge of all current Windows Operating Systems
Proficient with MAC OS
Proficient understanding of Cisco VOIP phone systems
Excellent understanding of computer hardware and repair and wireless networking
Proficient with Microsoft Exchange and Active Directory
Proficient with Remote Assist technology (DameWare, Trivoli & Windows Remote Assist)
Proficient with moderately complex LAN/WAN support
Experienced working with SMS(Student Management System) - troubleshooting, and report generating
Proficient in Crystal Reports
Ability to develop new processes that drive improvements within the organization
Maintain quality control/satisfaction records, constantly seeking new way to improve customer service
Fast learning capacity to master new technology
Successful in both team and self-directed settings
Trainer (4 years of experience)
Developed and maintained moderately complex work flow diagrams
Ability to assist in the implementation of customer support processes
Responsible for reporting monthly metrics to the CIO
Performs and promotes all activities in compliance with equal employment and nondiscrimination policies; follows federal laws, state laws, school board policies, and professional standards

PROFESSIONAL EXPERIENCE:

Confidential, Catonsville MD

Tier 1 Telecommunication Tech Support

Responsibilities:

Assist attorney’s with password resets
Assisting attorney’s with configuring and modifying MacPac with Word 2007-2010
Configuring and rebuilding DTE Axiom profile’s for time keeping
Handling pre-travel mobile request for international service
Handling calls internationally including England, Japan, China, and Moscow
Operating ServiceNow ticketing system and InContact call agent
Validate and map workstations/printers
Navigation through internal Filesite application, including permission access and unlocks
Creation of distribution lists and member creation
Creation of ClientSite members
Creation of eRoom members
Provide created documents to assists technicians on a known issue with a resolution (QRG’s)
Windows 10 Rollout
Worked with security team to monitor ransomware
Charged with the removal of Malware using McAfee and MalwareBytes
Scanning of incoming emails containing links for malicious content
Created Knowledge Base content for fellow co-workers to resolve future issues

Confidential, MD

ITD Service Support

Responsibilities:

Work in a team to take inbound calls regarding BCPS programs and hardware
Manage BCPS E-mail and create and assign tickets
Use Remote Assistance tools to assist users with requests
Install Printers, Scanners, and Document Cameras
Install end user Applications and Updates
Set up E-Mail accounts for end users in Outlook
Troubleshoot BCPSS applications (SMS, ERP, HRMS, and others)
Run Daily Reports using HEAT
User Cisco Historical reports to run Agent Reports
Quickly and effectively solve customer challenges
Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
Use of active directory via Windows Server 2008
Troubleshooting Cisco and land line phones
Grant permissions, Disable/Enable user accounts in Active Directory and Exchange Management Console
Created new procedures on troubleshooting and proper processes
Assists in research and development of moderately complex technical documents
Inventory Technician: ensuring correct and up to date hardware are in the schools
Created electronic presentations for information CSC Training
Assists in the implementation of customer support processes
Ensure that systems and system changes are documented
Assisted in the installation of hardware and software
Ability to develop new processes that drive improvements within the organizations

Confidential

Tier 1 Telecommunication Tech Support

Responsibilities:

Work in a team to take inbound calls regarding Skygolf products
Provided Help Desk support for correct software and driver installation
Remote assisted users with software installs
Assisted users with password resets
Assisted users requesting support via E-mail
Assisted users with gps configurations on their skygolf product
Supported sales rep in opening new accounts and upgrading existing stock
Quickly and effectively solved customer challenges
Serving as a point person to help fellow employees when called on to do so by Management or Supervisors
Calling escalated customers back for Supervisors
Working as a nesting assistant to help train new employees

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Tier 1 Telecommunication Tech Support Resume

Catonsville, MD

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