Tier 1 Support Resume Washington, DC - Hire IT People

SUMMARY:

Install software, modify and repair hardware and resolve technical issues
Provide base level IT support to 700 non - technical personnel
Display courtesy and strong interpersonal skills with all customer interactions
Develop quick reference guides to assist end-users with challenging software application features
Manage Windows 8 and Windows 7 workstations
Ensure that Remedy/Spiceworks tickets are resolved and completed to the client’s satisfaction
Active Directory - Account creation, Password resets, Group policies
Develop client SharePoint Foundation 2010 sites and provide support as needed
Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
PC refresh and migration XP to Windows 7 and 8
Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, fax and desk side
Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)
Perform administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
Create and manage Network accounts to include granting access to secured file shares
Manage bench IT inventory
Provide configuration and SharePoint administration support
Coordinate and support VTC/Audio conferences
Provide level 2 end-user technical support for Windows 7, Microsoft Office, Network connection
Updated ticketing system to reflect works in progress

TECHNICAL SKILLS:

Windows XP
Vista
7
8
10
VDI

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Tier 1 Support

Responsibilities:

Knowledge and understanding of numerous software packages and operating systems.
Extensive background in Customer Service.
Highly skilled in installing, repairing, and troubleshooting computer hardware and software.
Works well independently or in a group setting.
Knowledge of networking devices and printers.
Ability to multitask while maintaining the quality of results.
Excellent analytical and problem solving skills.
Efficiently builds loyalty and long-term relationships with customers while consistently achieving individual call volumes.
Responsible and mature associate who thrives in fast-paced environments and enjoys working as part of a team to achieve customer satisfaction.

We provide IT Staff Augmentation Services!

Tier 1 Support Resume

Washington, DC

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