Senior IT Support Specialist Resume

PROFESSIONAL SUMMARY:

Proficiency in various networking, operating systems, software and hardware environments; served as the primary point of contact for clients and Service Desk personnel
Excellent interpersonal, communication and customer service skills, relating easily at all levels of the decision making process
Developed Service Desk processes for Incident Management, Problem Management, Asset Management and Service Level Management according to Information Technology Infrastructure Library (ITIL) definitions
Extensive experience in: PC/LAN/WAN administration, telephony, associated maintenance and support activities

TECHNICAL SKILLS:

Networking Skills: Proficient knowledge of network implementations of LAN, WAN, TCP/IP. Cisco, 3Com, Linksys and Sonicwall firewalls. Network Protocols, TCP/IP, Ethernet, AppleTalk and wireless 802.11b/g/N. Network security, Intrusion Detection & Monitoring systems. Wireless and cabled networks (CAT5 - CAT6e), DSL, Cable, Cisco switches 2926, Cisco VPN, Patch Panels

Operating Systems: Windows 2000/XP/VISTA/Win7/Win8/Win10, Linux, Mobile Me, Good, Mobile Iron

Software Applications: Microsoft Office (Outlook) Suites XP/ 2003/2007/2010/2013/365- OneDrive, Internet Explorer, Safari, Mozilla Firefox, Google Chrome, MS Exchange, Remote Administrator, Norton Antivirus Corporate Edition, Symantec Endpoint, Malwarebytes, Backup Exec, Adobe Acrobat 11, Cisco IP Communicator, Unity & IPTV, LogMeIn Rescue

Hardware: Installation and Maintenance of Workstations, Servers (Windows, BES), Laptops, Cisco 7900 series IP phones, Hubs, HP LaserJet Printers, Macs, iPads, Thin Clients and Blackberry setups (7000 and 8000 series), iPhones and Androids, VTC along with Polycom and Cisco devices

PROFESSIONAL EXPERIENCE:

Confidential

Senior IT Support Specialist

Responsible for the Windows 7/10 migration of 1500-2000 HP desktops and laptops
Installation and support for various software packages
Support and diagnose Pule Secure v5.1 VPN telework connectivity issues
Support and delivery of service for Blackberries, iPhones, Androids, iPads and Dell tablets
Use Remedy ticketing software to log all daily activities for Incident, Problem, Configuration, Change Request, Availability, Release, Service, and Service Level Management according to Information Technology Infrastructure Library (ITIL) definitions
Support networked printer issues for HP AIOs, Ricoh AIOs and standalone (local) printers

Confidential

IT Consultant

Assessed logistics and setup computer labs at clients’ churches
Configured numerous PCs with Windows 7 and Windows 8 Operating Systems
Installed WI-FI networks for network connectivity along with access to wireless printers (MFDs)
Consulted with numerous clients to configure and setup home networks

Confidential

Service Desk Supervisor/Team Lead

Managed a 5 member Service Desk team on day to day operations and service delivery
Responsible for supporting over 750 users with two remote offices in Beijing, China and Doha, Qatar while working with the network engineers/Tier 3 team
Responsible for account management for new and departed staff accounts via Active Directory
Developed and implemented standard operating procedures (SOP’s)
Responsible for recruiting, hiring, training and mentoring staff
Coordinated staff office moves between several office buildings within the general area on weekends
Coordinated schedules for the Service Desk staff to ensure proper coverage for phone, desk side and ticket support
Support and troubleshoot Microsoft Office suite issues, configured and supported VPN clients on loaner laptops for staff
Developed Service Desk's processes for Incident Management, Problem Management, Asset Management and Service Level Management according to the Information Technology Infrastructure Library (ITIL) definitions
Developed and implemented continuous improvement processes and quality assurance management
Maintained all assets including software media licenses in MS Access database
Implemented several Team building programs

Confidential

Supervisor of Operations and Technicians

Supervised 5 technicians - Service Desk staff of 6 full time employees and 4 contractors in Technical Support and Member Service departments supporting over 500 users
Managed Operations activities to achieve planned schedules, costs and performance goals
Coordinated day-to-day workload, including problem management, root cause analysis, schedules and prioritize tasks
Organized and coordinated the support of computer users, system consulting, operating systems’ maintenance and installation, networks installation and hardware support
Researched and approved hardware and software alternatives
Designed Wireless Networks for special conferences
Created a virtual library database of common hardware and network problems that helped new team members in training more efficiently
Implemented transition of HP printer project resulting in company savings of thousands of dollars

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