Tier 1 Support Resume Washington, DC - Hire IT People

SUMMARY:

Highly skilled in installing, repairing, maintenance and troubleshooting computer hardware and peripherals. Works well independently, or in a group setting providing of computer support. Working knowledge of networking devices and printers. Knowledge and understanding of numerous software packages and operating systems. Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results.

TECHNICAL SKILLS:

SharePoint 2010 - Windows Server 2008R2/2012 - Windows 7/8/10 MS Office
Ports, Protocols and TCP/IP - IE 8/9/10 - Google Chrome, Firefox, Bomgar
Remedy -Windows Operating System Migration -Team Oriented -Documents preparation, Skilled in working independently, Able to meet deadlines and handles a variety of tasks simultaneously, Quick learner and Accessible.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Tier 1 Support

Responsibilities:

Responsible for Password Resets.
Provide Helpdesk support to end-users of proprietary software.
Answer questions about product features and resolve use problems.
Created service orders to replace defective parts or request technical assistance.
Enable and Disable user AD accounts.
Provide local and remote desktop support in order to resolve technical issues.
Performed Data Recovery.
Managed the MS Office Suite 2013.
Interpret clients’ needs and utilize “Service Desk” software solutions, personal knowledge and troubleshooting skills to identify possible resolutions.
Install software or perform updates to user computers.
Follow established procedures to handle inquiries and resolve concerns to ensure client satisfaction.
Maintain a technical working knowledge of product or products supported by the department.
Map users to their personal drives, the network and local printers.
Document user issues using remedy ticketing system.
Set up user’s lotus notes accounts
Answering voicemails and creating ticket in Remedy
IPhone and Windows Phone setup and ActiveSync
Manage ticket Que.
Genesis phone Administrator.
Configuring IP Phones to connect to server.
Asset management

Confidential, Washington, DC

Tier 1 and Tier 2 Support

Responsibilities:

Reimagined Laptops, Desktops
Set up Computer workstations with proper cable management
Provide in-person, phone and email support to end-users promptly and professionally.
Ensure all requests for services and incidents are logged/updated, addressed/resolved and followed up on if necessary.
Ensure Tier 1 Lead is made aware of potential system problems or customer issues so as not to surprise lead and/or management personnel.

Confidential, Washington, DC

Tier 1 Support

Responsibilities:

Install software, modify and repair hardware and resolve technical issues
Provide base level IT support to 300 end users
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 workstations including desktops, laptops, and tablets
Ensure that remedy and spice works tickets are resolved or escalated
Active directory- Account creation, Password resets, Group Policies.
Develop clients SharePoint Foundation 2010 sites and provides support as needed