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Technical Support Specialist Resume

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Herndon, VA

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TECHNICAL SKILLS:

Software: Microsoft Office Suite 2007, 2010,2013, Office 365 (Access, Excel, PowerPoint, Word, Outlook, Teams), Lync 2013 and 2016, Troubleshoot, Windows 7, ServiceNow, Cisco Anytime Connect, Ghost (backup), RescueMe (remote login software), Microsoft Active Directory,

Hardware: HP desktops & laptops, Lenovo laptops; general computer builds and repairs; hardware installations and swaps; Android and iPhone configuration. PXE boot for reimaging.

Support: Helpdesk escalation and documentation on ticketing system, customer service support (email, phone, and in person)

PROFESSIONAL EXPERIENCE:

Confidential, Herndon, VA

Technical Support Specialist

Responsibilities:

  • Provides PC - related technical support by resolving hardware and software issues in Windows as well as Mac OS computers; Basic TCP/IP troubleshooting, VPN troubleshooting, virus/malware, MS office troubleshoot (including outlook), printers and peripherals, managing system access requests requested through the phone and the service desk queue using Service Now.
  • Use back up software (GHOST) and reimaging software and server (PXE boot, WDS images) to set up computers for new hires and exiting current employees and transfer files when replacing customers computers; use remote control software (LogMeIn Rescue) software to troubleshoot and repair software issues users may have remotely.
  • Assign tickets to the proper channel that require additional assistance beyond Tier 1 support.
  • Communicate with management of widespread issues that might show up and notify the proper team of issues. When required, notify the user of the issue and steps to be taken if necessary.

Confidential, Sterling, VA

Technical Support Specialist

Responsibilities:
  • Utilized ServiceNow ticketing system to respond to software, hardware, and account issues
  • Installed RSA Soft Token application and tokens on iPhones, Androids, MACs, and PCs
  • Responded to tickets related to hardware set up and software installation
  • Unlocked accounts and reset passwords utilizing Active Directory (AD2)

Confidential, Vienna, VA

Call Center Representative

Responsibilities:
  • Answered phone and booked reservations for the service department using Reynolds and Reynolds
  • software
  • Answered questions regarding services pricing, and upselling potential manufacturers
  • Coordinated with senior level IT team to manage computer maintenance issues and solutions
  • Install and troubleshoot Hardware (video cards, Hard Disks), replaced Accessories (Monitors, Mouse, Keyboards, Telephones) as needed.
  • Updated and installed software (Windows, MS Office, Adobe Flash, and Antivirus) as needed.

Confidential, Sterling, VA

Front Desk Associate

Responsibilities:
  • Assigned and provided rental services to customers through documentation using Microsoft
  • Office
  • Provided documentation, and assisted users in verifying all equipment is in working condition
  • Answered inquiries regarding pricing for private parties and events
  • Notified mechanics and management regarding mechanical failures of machines and damage on both
  • personal and company issued equipment

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