Phone Tech/desktop Support Resume
5.00/5 (Submit Your Rating)
PROFESSIONAL SUMMARY:
- First and Second Tier support of Windows 7 and Microsoft Office 2010/2013 applications
- Extensive building and installing computer hardware and peripherals experience
- Installing, upgrading and maintaining software
- Working knowledge of Active Directory user accounts and SCCM
- Experience with various ticketing systems
- Remote access utilizing WEBEX, Remote Desktop, RC, Microsoft Lync and Go To Assist
- Configuring and troubleshooting wireless and wired networks
- General troubleshooting of local and network printers, in both personal and business settings
PROFESSIONAL EXPERIENCE:
Confidential
Phone Tech/Desktop Support
Responsibilities:
- Level 2 software support of Windows 7 and Microsoft Office 2010 & 2013
- Active Directory user account creations, VPN setup and troubleshooting, Wireless and LAN connectivity issues, printer setup and troubleshooting
- Support of various Judiciary software and websites
- Provided technical training to Help Desk Level 1 agents
- Assisted in SOP documentation for the Help Desk
Help Desk Analyst
Responsibilities:
- Provided First and Second level software support of Windows 7 and Microsoft Office 2010 applications
- Providing and maintaining user access to various applications including Exchange 2010, Lync Server 2010 and Active Directory
- Diagnosed and resolved personal and business network connectivity
- General troubleshooting of network and local printers, in both personal and business setups
- Assisted in initial setup and troubleshooting of mobile email and remote token applications on both Android and iPhones
Help Desk Associate
Responsibilities:
- Provide desk side and remote support to users experiencing issues with Windows 7, wireless and network printers and Office 2010, including President and CEO of the company
- Setup of new user accounts within Active Directory and Microsoft Office 365 web application and SharePoint
- Image laptops with proprietary image and installing printers and requested additional software
- Produced identification badges for visitors and employees with HID software and activated key card badges with Data watch applications
- Inventory of equipment within SharePoint and SAManage tracking system and asset tagging of hardware
Service Desk Analyst
Responsibilities:
- Track requests and incident tickets in a SharePoint based system, Service Now
- Remotely troubleshooting Windows XP, Windows 7, Microsoft Office 2010 Suite programs, wireless and wired network connections and hardware
- Remote installs and setup of network and local printers
- Remotely pushed array of software via SCCM and Active Directory
- Setup and troubleshooting of the Cisco/Juniper client VPN software
- Remote installs utilizing Remote Desktop, Remote Control, Microsoft Lync, WEBEX and GoToAssist
- Triage of tickets according to severity and type and assigned them to appropriate support groups
Deployment Technician
Responsibilities:
- Imaged and installed desktops and laptops
- Installation of printers and peripherals, such as; monitors, docking stations, routers
- Outbound contact of users for troubleshooting purposes and scheduling appointments for hardware install
Sr. Help Desk Technician
Responsibilities:
- Troubleshooting agency wide software and hardware issues via phone, e - mail and desk side support of over 350 end users
- Input trouble tickets into the Cisco SharePoint Ticketing system
- Troubleshooting Microsoft XP and Windows 7 operating systems, Microsoft Outlook 2010, VPN and network issues
- Delegating responsibility to two IT interns
- Editing user information in Active Directory including; adding, deleting and moving users and adding scan folder in the SAVIN printer IP settings
- Utilizing Cisco Any Connect VPN, VMware View Client and Windows Remote Desktop
- Managed, tested and deployed the complete state wide virtualization of the Legal Aid Bureau
PC Technician/Help Desk
Responsibilities:
- Executing incoming Service Requests within a proprietary ticketing system from department LAN Administrators; imaging laptops and desktops with Windows XP or Windows 7 and pushing software for each hospital department’s requirements.
- Utilized Windows Administrative Tools such as AD. Registered MAC and IP addresses
- Installed computer equipment, activating LAN jacks, moving computer hardware, installing and configuring public and private workstations, Workstation On Wheels workstations and ORMIS tracker computers
- Desk side installation and customer service to over 10,000 hospital administrative staff and provided assistance for several internal departments when needed
Customer Support Analyst
Responsibilities:
- Provided technical and customer support in an inbound call center environment to worldwide locations
- Assisted via remote access using PC Anywhere and WEBEX clients
- Utilized Clarify trouble ticketing system. Answered trouble tickets via e-mail for Windows XP, Microsoft Office, network, antivirus and MICROS proprietary restaurant software
- Collaborated with managers and coworkers to identify areas of concern. Implemented solutions to improve efficiency in call center metrics and customer service
- Assisted on site customers and MICROS technicians via inbound calls by providing step-by-step analysis and resolutions of hardware and software issues pertaining to the MICROS server and terminals
- Assisted in mobile application installs on Android and iPhones
Technical Support Representative
Responsibilities:
- Provided hardware and software support state wide in an inbound call center environment
- Supported Apple iPods, used a MAC based computer and ticketing system called PeopleSoft 8
- Strictly adhered to metrics and call times
- Assisted customers in troubleshooting and resolving hardware and software issues on iPod and iTunes
Computer Repair Technician
Responsibilities:
- Resolved hardware and software issues within Windows based PC’s
- Installed Operating systems, hardware, software and peripheral devices
- Built home and business Windows based PC’s using customers’ needs and specifications
- Provided training to clients on use of e-mail, antivirus, browser and Operating Systems software. Along with training on use of printers, multiple bay card readers and servers
- Utilized troubleshooting techniques and literature to resolve many complicated issues such as; hardware and software incompatibility and PC crashes