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Technical Specialist Ii Resume

Glen Allen, VirginiA

SUMMARY:

Organized and detail - oriented graduate, able to prioritize and delegate tasks effectively to ensure timely project completion within a team environment. Ability to meet challenges, learn quickly and handle large-scale projects. Accomplished with prospecting clients, cold calling and identifying appropriate economic buyers; meeting with clients to product needs, defusing objections, and closing transactions with value added propositions. Exceptional organizational, communication, interpersonal, problem solving, and negotiating skills.

TECHNICAL SKILLS:

Proficient in: MS Office ( 2003 and 2007 ), MS FrontPage, MS Word, Windows Explorer, Internet Explorer, Netscape, HTML, Adobe PhotoShop, Webex, Bomgar, RealVNC, Acronis True Image, Adobe Reader/Writer, Cisco Phone Management, Cisco VPN, Faxmaker, Unity, Visual Basic, Image Composer, Flash, Hypertext, Putty, Java Script, Macola, Crystal Reports, Symantec, Symantec Endpoint, Avast, Active Directory, Windows NT, 2000, XP, Vista, 7, and SQL.

PROFESSIONAL EXPERIENCE:

Confidential, Glen Allen, Virginia

Technical Specialist II

Responsibilities:

  • Managed warranty issues and replacement of hardware.
  • Installed and configured software applications for VPN/remote connection, PDA software relating to cell phones, Microsoft applications including Office Professional, Internet Explorer, Symantec Antivirus.
  • Installed and customized standard third party and in-house development software on Executive computers and ensured functionality.
  • Responsible for documenting activities and solutions to problems in User Training Manual.
  • Ensured resolution of problem(s) by conducting follow up procedures with customers and Executives.
  • Provided technical instruction on standard software capabilities to users and Executives.
  • Provided routine hardware problem determination.
  • Monitored ticket queues and analyzed ticket priorities to meet customer service level agreements.
  • Responsible for telephone extension renames in Cisco Call Manager and password resets in Cisco Unity.
  • Performed activities associated with PC relocations and surplus equipment and disposal.

Confidential, Glen Allen, Virginia

Technical Specialist I

Responsibilities:

  • Setup phones for new and existing users using Cisco Call Manager Attendant.
  • Setup Voicemails for new and existing users using Unity.
  • Troubleshot and resolved routine printer problems with LAN communications, client operating systems, and standard applications.
  • Properly escalated problems to appropriate support groups
  • Installed and tested standard software on user and Executives computers.
  • Utilized the call tracking system and kept tickets current with actual/current status of problem and/or requested.
  • Built and deployed desktop computing devices for users and Executives.

Confidential, Glen Allen, Virginia

Senior Desktop Support Tech

Responsibilities:

  • Installed and resolved all problems related to software, hardware and printer configurations.
  • Managed the IT support request via the Helpdesk (Wonder Desk)
  • Provided telephone support to branch offices using remote access tools.
  • Provided computer software, hardware and internally developed application software support to the user and Executive community.
  • Conducted training sessions for new employees and beginner sales reps within the company.
  • Tested and distributed new software applications and upgrades, as they became available.
  • Helped establish an inventory database to track non-working computer equipment.
  • Assist and train users with software applications, network access, and network security.
  • Coordinated repair, replacement and return of damaged/defective computer equipment for all locations.

Confidential, Richmond, Virginia

Junior Help Desk Analyst

Responsibilities:

  • Resolved issues related to PC’s, telecommunications and/or printers.
  • Provided technical phone support to internal and external users.
  • Entered all problems/request into Task Host (helpdesk tracking application).
  • Followed up on existing work orders.
  • Reset passwords and granted access to internal and external users.

Confidential, Dulles, Virginia

Technical Sales/Support

Responsibilities:

  • Provided first level technical support to customers regarding their microscope.
  • Provided second level sales to customers who wanted to purchase an item or upgrade their system.
  • Utilized Macola to enter and research customer information regarding purchase orders, contact information, and contract information.
  • Updated virus definitions and downloaded software using windows updates.
  • Created presentations with PowerPoint, made trade show appearances promoting products, fielding questions, cultivating trust, and working relationships with new and preexisting customers.
  • Trained, supervised, and counseled (13) sales representatives.

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