Resume Tier 3 Technical Support Greensboro, NC - Hire IT People

SUMMARY:

To obtain a position in the field of Information Technology in which I can utilize my professional experience, interpersonal skills, and passion for technological growth and development to positively impact an organization.

TECHNICAL SKILLS:

Software Applications: ICOMS, Cable Edge / ServAssur Advanced, Remedy, Putty, Empirix, Neustar (Port PS, Targus, Istonish Port Status), Rio, Nyroc, Unified, OMSE, Istonish TPV Portal, Device Management Tool, Primal, Device Delete Tool, Microsoft Suite (Excel, Word, Access, Power Point, Visio, Outlook), Adobe Dreamweaver, Text Wrangler, Pico, VI, Easy PHP, D - Space, Active Directory, DameWare, Virtual Box, Workstation Pro

Operating Systems: Mac OSX, Mac OS Lion, Mac OS Snow Leopard, Windows XP, Windows 7, Windows 8, Windows 10, UNIX

PROFESSIONAL EXPERIENCE:

Tier 3 Technical Support

Confidential, Greensboro, NC

Responsibilities:

Troubleshoot with clients who are having technical difficulties
VoIP troubleshoot and Provision VoIP Switching on soft switch feature server
Diagnose internet connectivity and speed issues via Ethernet and WiFi signal
Monitor and check signal levels at customers home and CMTS
Troubleshoot and monitor for clients with FTTP and MoCA services.
Relay signal levels to the field technician to determine what equipment is needed
Assist in installation and support of software utilities as well as apps offered by TWC
Email setup and navigation to resolve client issues
Escalate unresolved issues via remedy ticketing system
Ensure proper equipment is installed and with latest software patches and updates as needed

Associate Systems Administrator

Confidential, Greensboro, NC

Responsibilities:

With over 1000 customers served, I have exceptional customer service techniques that provide a positive experience for each customer I have the pleasure of servicing
First hand day-to-day experience with Microsoft Office, Active Directory, VOIP phones, Remote Access Support and the AS400 system
Troubleshoot and resolve technical problems relating to hardware, software, printers, phones and other computer related equipment
PC (laptop and desktop), docking station and work area setups
Network setup for mobile and stationary devices
Document and follow through on any assigned tasks through the Helpdesk system to ensure timely resolution of all tickets
Reacting to detected issues per instructions, attempting to resolve issues or route them to certain specialists

Information Technology Intern

Confidential, Salem, NC

Responsibilities:

Worked on multiple projects with the goal of making library technology more accessible, user-friendly, and efficient for students and staff
Assisted peers with Microsoft Office, printing, scanning and connection issues
Served as a partner on two projects, a D-Space program designed to make searching for any material the library offered much simpler and constructed a database to record income records and print invoices
Made proposals that were adopted on how to effectively shift from keeping hard copies of information technology records to placing the information on tablets and ultimately moving them to a cloud to minimize the risk of losing vital data

Easy Tech Associate

Confidential, Winston-Salem, NC

Responsibilities:

Provided superior in-store customer service
Frequently ran virus scans with some troubleshooting and PC tune ups
Identify the needs of customers potentially by taking the time to listen to what they are looking for and then making suggestions that fit both their need and budgetary requirements
Consistently added to the overall sales production of the department, leading in monthly sales on multiple occasions while providing exemplary customer service
Led by example and encouraged coworkers to remain abreast of changes in the industry so that the company can continue to meet and excel in both sales and product-knowledge

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Tier 3 Technical Support Greensboro, NC

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