Tier 2 Technician Resume Washington, DC - Hire IT People

SUMMARY:

Sharp Diagnostics Fast Troubleshooting and Repair
Print server administration
Asset tracking
Deploy and configure network hardware
HTML CSS2 XML JavaScript and C++
Excellent trainer and communicator
Lead and develop guidelines for technicians
Clear and concise communication skills
Build customer rapport
Supporting high government officials and key - stakeholders in various environments
Excellent conflict resolution skills
Sharp documentation and attention to detail
Communicate technical information to customers in a user friendly manner.
VIP support
Hardware and software deployment.

TECHNICAL SKILLS:

Software: Windows 10, Microsoft Update Server, Active Directory, Group Policy Management, Remote Desktop, Remedy, Norton Ghost, Dameware, SCCM, Bitlocker, Juniper VPN, Cisco VPN, Lotus Notes, Rapids, Safenet, Active Client, Skype, Microsoft Office Suite, DEERS, Sharpdesk Desktop, Adobe Photoshop, Adobe Premiere, Adobe Acrobat, Avamar, Bomgar, Lotus Notes, Pure Edge, Cisco Jabber

Hardware: Printers HP LEXMARK EPSON, MFD Sharp Xerox Ricoh, CISCO VOIP, DELL, HP devices, Iphone devices, Blackberry devices, Android devices, Label Makers, Digital Senders, Barcode Scanners, Smart Card Printers, KVM, Network router deployment, Network switch setup

PROFESSIONAL EXPERIENCE:

Tier 2 Technician

Confidential, Washington, DC

Responsibilities:

All work is consistent and fully documented
Provide feedback and assistance to junior technicians
Quickly resolved issues that may have led to a delay in workforce actions being met timely.
Constantly requested by clients for service.
Re-built printer inventories
Updated printer supply request process
Consistent non data loss during imaging tasks.
Research and provide solution for new issues.
Imaging and troubleshooting devices
Printer deployments
Printer supplies management
Assigned additional task of supporting all network and local printers
Assigned task of maintaining printer supplies
Assigned Task of brokering service with Ricoh
Assigned to assist VIP Team
Assigned to assist VTC Team
Assigned to lead printer team
Assigned as main POC with Ricoh Support technicians.
Assigned to IT refresh programs
Assigned to CIRT and IAVA operations.

Tier 1 Assistant Manager/Tech

Confidential, FT Meade, MD

Responsibilities:

Consistently kept Highest first call resolution
Resolved tickets assigned to other tiers.
Tasked with Monitoring Tier 1 operations
Tasked with monitoring Cisco Call manager
Tasked with Scheduling Service appointments
Train and Oversee Team leads
Brought uniformity and raised ticket quality
Raised Call answered totals to 80%+
Lowered the call abandoned rates to less than 10%
Raised First call Resolution rate to over 60%
Re-image systems
Manage computer accounts in AD
Researched and Document fixes for unresolved issues.
Provided end user training on enterprise applications
Train New Employees on SOP’s
Perform Callbacks on existing tickets
Create and sustain Tier 1 technical references
Created a Tier 1 seating and command structure
Created Training materials
Created Network Resources for Tier 1 agents
Assists users

Confidential, DC

Enterprise Email Support Technician

Responsibilities:

Developed troubleshooting guides.
Reduced the number of tickets.
Provided Support for a Windows 7 environment.
Recovered Lost data for multiple users
Provided user training for OWA, Workflows and Distros
Troubleshoot incompatibility issues

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Tier 2 Technician Resume

Washington, DC

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