Customer support, Tier 1 Resume Â Herndon, VA - Hire IT People

TECHNICAL SKILLS:

Hardware: desktop and laptop configuration, maintenance and troubleshooting, cable installation, soldering

Software: Installation and configuration of windows operating systems, knowledge of network concepts (TCP/IP, DNS, NAT, DHCP, VOIP, VPN, RAID), understanding of network installations, proficient in windows 7, XP, and 2000, understanding of windows server 2008, 2012 and active directory, experience with Microsoft office products, firewalls and anti - virus software, basic cisco router and switch configuration, aware of basic network security and virtualization concepts, data backup and recovery

PROFESSIONAL EXPERIENCE:

Confidential, Herndon, VA

Customer support, Tier 1

Responsibilities:

Answer help desk phone calls, assessing type of request and logging them into automated ticket tracking system
Troubleshoot WAN connectivity issues on circuits such as T1, DSL, EoC and provide first steps to resolution
Monitor network traffic to diagnose VoIP issues related to SIP protocol or network communication errors
Troubleshoot VoIP calls and find resolution to problems such as failed transfers, call routing and call quality issues
Assist users with custom applications as well as hosted services such as email, DNS and domain hosting
Ensure that incidents/requests are handled per agreed procedures
Provide resolution to layer 1, 2 and 3 issues
Document and escalate to internal and external teams as required to support complex support issues/requests.
Assists callers in retrieving passwords, unlocking network accounts, and handling other security issues.

Confidential, Sterling, VA

Technician

Responsibilities:

Follow detailed instructions to build custom hardware
Configure and test new equipment for acceptance procedures
Install, configure and troubleshoot and repair hardware such as laptops, workstations, printers and phones
Perform basic testing of workstations, servers, and communication equipment, etc.

Confidential

DC Technician

Responsibilities:

Performs new computer configuration and coordinates the workstation upgrade/replacement process
Supports computer users with installation of hardware/software and networking components to meet personal computer needs.
Deploy hardware/software to remote office locations leveraging automated processes and third-party vendors and tools where applicable

We provide IT Staff Augmentation Services!

Customer Support, Tier 1 Resume

Herndon, VA

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship