Tier 1 Support Resume

SUMMARY:

Exceptionally skilled IT professional with considerable knowledge and experience installing, repairing, maintenance and troubleshooting hardware and software peripherals. Monitors systems for equipment failure or errors in performance. Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary. Able to expeditiously learn and comprehend new systems and methods. Committed to growth and professional development. A born leader; inspires others to work at their highest level. Diplomatic and assertive in dealing with people. Enthusiastic, personable, and professional in appearance.

TECHNICAL SKILLS:

Equipment maintenance, operating system deployment, command prompt, troubleshooting hardware/software, laptops, desktops, printers, security, virus removal, Microsoft Office, Remote Desktop Support, Windows XP/Vista/7, Ticketing, Salesforce, IT works, Service Now, Join.Me, Team Viewer, SCCM, Customer Support, Technical Support.

PROFESSIONAL EXPERIENCE:

Confidential

Tier 1 Support

Responsibilities:

Manage IT incidents and requests received via telephone, email or Help Desk application
Respond to inquiries pertaining to desktop issues, application software and/or hardware, user account security, communications, system policy guidance, laptops, software, printers, document scanners, audio - visual equipment, handheld devises, network service outages/disruptions and enterprise server outages/disruptions
Achieved 85% high first call resolution monthly and 90% customer satisfaction rate
Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions.
Built and maintained computers by installing and updating software, upgrading and replacing hardware for office and clients
Used technical knowledge of Microsoft Windows 10, Outlook, Office 2010 and 2016 applications, internal application, BMC Remedyforce, Exchange issues, Blackberry and iPad devices to solve all problems.

Confidential

Tier 1 Helpdesk

Responsibilities:

Tier 1 support, create tickets, escalating them when necessary.
Provide telephonic, email and chat system support for Synchronized Pre-deployment and Operational Tracker ( SPOT) end user community dealing with variety of issues stemming from the use of the SPOT application.
Rapidly respond to client needs, consistently reporting documentation using Service Anywhere ticketing system.
Comply with all applicable DoD directives, privacy regulations, and policy guidelines.
Follow up with users to ensure their issue was properly resolved.

Confidential

IT Audio Specialist

Responsibilities:

Implementation Specialist
Responsible for 100% travel in deploying Micros POS 3700/Audio hardware/software
Responsible for testing/validating the setup of software/hardware
Train clients on the use of software/hardware on site for 48 hours after deployment
Support clients on the software/hardware after deployment.
Ensure timely communication to clients, both internal and external.
Responsible for assuring install team properly install all hardware within a timely manner
/reporting installation progress to Micros Central Support
Responsible for troubleshooting/supporting POS operating on Windows OS and resolving support incident involving 30%hardware, 70% software, networking and supporting procedural questions for 4200 Radio Shack retail stores across North America
Performs pro-active analysis on issues identified to pre-empt future recurrences
Document problems, changes and corrections according to operational procedures
Cascade information in the form of procedures, feedback and coaching to 1st and 2nd level
Technical Support team members on repetitive issues resolved by the Level 3 team
Evaluate, test and implement new equipment into the production environment
Perform remote configurations equipment setup on project rollouts
Remote/Manual reimaging of 4200 severs and cash lanes for Windows 7 rollout project

Confidential

IT Intern

Responsibilities:

Diagnose and resolve unique problems associated with application software and operating systems;
Install and support desktops, laptops, Cisco phones hardware and software
Expertise hands in troubleshooting of computer software related problems such as; Office365 and Windows updates
Create and format incidents for escalation to appropriate support groups
Create and publish knowledge articles for referencing
Provide support for more than 3,000 users in a fast-paced environment.
Assist users with account, network connectivity, security, VPN and wireless issues
Compile weekly metrics reports and trend analysis for Desktop Support Technicians

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