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Technical Support Specialist Tier 2, strasburg, Va Resume

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SUMMARY:

  • A highly motivated IT Professional with over 10 years of experience providing technical assistance and systems administration to government personnel, business professionals, and consumers from diverse business arenas.
  • Proven track record investigating a wide range of system problems and finding quick and efficient solutions.
  • Ability to integrate computer and customer service skills, while exceeding technical, business, and customer expectations.
  • Skilled at troubleshooting while minimizing client stress levels, maintaining organizational Service Level Agreements, and observing ITIL best practices - very patient, providing clear, simple, and concise explanations.

EXPERTISE AREA:

  • Customer Service Management
  • Quality Assurance
  • Organizational Leadership
  • Personnel Training and Development
  • Outstanding Communication and Interpersonal Skills
  • Strategic Development of Hardware/Software Technology Solutions
  • Problem Solving, Conflict Resolution, and Root Cause Analysis
  • Track Record of Improving Operations

TECHNICAL SKILLS:

Operating Systems: Windows 2000 - 10 / Server 2003 - 201 2, Mac OSX, Ubuntu

Software: Microsoft Office 2003 - 201 6, Office 365, Microsoft Lync, WebEx, Adobe Acrobat, Microsoft Exchange Server

Systems Administration: Active Directory, Quest Active Roles, VMWare vSphere

Network Applications: Citrix, Juniper SSL VPN, Junos Pulse, Riverbed Steelhead Mobile, Cisco NAC, Cisco ISE

Deployment Tools: Norton Ghost, Altiris, PXE, SCCM

VoIP Technologies: Cisco CUCILync, CUCIMOC, Nortel MCS, Avaya CallPilot

Helpdesk Tools: Symantec PCAnywhere, WebEx Support Center, RSA Management, BMC Remedy, Interactive Intelligence IC Client, Remote Desktop Protocol, Juniper Secure Meeting

PROFESSIONAL EXPERIENCE:

Confidential, Strasburg, VA

Technical Support Specialist Tier 2

Responsibilities:

  • Lead technical support specialist that provided technical assistance for over 100 desktops and laptops, mobile devices, and peripheral equipment.
  • Implemented, configured and maintained system backups, and provided restoration when requested.
  • Resolved virus/malware outbreaks by quickly isolating and removing system infections.
  • Managed user, group, computer accounts, and Group Policy Objects (GPOs) using Active Directory. Maintained e-mail accounts and public folders via Microsoft Exchange.
  • Configured shared folders and network drives per user request.

Confidential, Alexandria, VA

HelpDESK Analyst

Responsibilities:

  • The final tier of support for all hardware, software, and network related problems - provided premiere customer service both remotely and face to face maintaining the organization’s 95% customer service quality service level agreement.
  • Assisted proprietary software developers by investigating issues with new software patches and upgrades.
  • Worked at a duty station at the CIO Command Center by investigating and diagnosing system-wide problems and outages, and researched frequently occurring issues for permanent solutions. Active participant in the USPTO’s Tiger Team for Telework Issues.
  • Performed data backup and recovery by using EMC Avamar data management solution.
  • Contributed over 300 knowledge base articles and over 1000 knowledge base updates for frequently occurring technical issues.

Confidential, Alexandria, VA

Tier 2 HelpDesk Specialist

Responsibilities:

  • gladly furnished upon request.

Confidential, Springfield, VA

Network Administrator

Responsibilities:

  • gladly furnished upon request.

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