Field Support Help Desk Resume Baltimore, Maryland - Hire IT People

SUMMARY:

Results - driven and energetic professional with 5+ years of work experience in diverse IT support roles
Demonstrated ability to diagnose and fix technical problems and skilled in responding to tickets in a timely manner.
Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support

TECHNICAL SKILLS:

Windows Operating Systems: System Upgrades Remote Connection

Mac Operating Systems: LAN/WAN Driver Installation

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore, Maryland

Field Support Help Desk

Responsibilities:

Supported over 1,500 insurance agents' laptops.
Diagnosed, troubleshoot and resolved issues with software, hardware and networking for both Windows, Mac and Android based laptops, mobile phones and tablets.
Performed PC hardware & software installation and upgrade.
Provided agents with assistance with using software to write life insurance policies and using company software for submitting customer payments.
Provided support and guidance via telephone, email, and remote assistance.
Ensured precise handling of service requests

Confidential, Baltimore, Maryland

Document Analyst/Imaging Team Lead

Responsibilities:

Trained and managed a team of 18 to 36 workers in the job functions of Document Analysis and Imaging. Selected as a Census Team Lead by the United States Census Bureau upon application. Went through extensive training. Supervisor to review crew work.
Participated in a 36 hour management and administrative training program to train other employers.

Confidential, Hunt Valley, Maryland

QA Project Lead / Technical Support Agent / QA Tester

Responsibilities:

Managed a scalable team of Quality Assurance Testers to meet project deadlines and objectives.
Prepared daily and weekly activity status reports for clients and managers.
Posted specific daily assignments for testers and supervised execution and completion.
Developed relationships with clients via phone and e-mail to make changes in project status.

Confidential

Technical Support Agent

Responsibilities:

Responsible for providing technical phone support for Macintosh and the Macintosh Operating System (9.0 to 10.x).
Involved in a technical support team that earned awards for customer satisfaction, 5 years in a row.
Escalated unresolved issues to the next tier of support or the appropriate department.
Achieved or excelled at the required metrics used to evaluate Tier 1-level support agents .

QA Tester

Confidential

Responsibilities:

Evaluated software following specific testing guidelines. Discovered defects in software and determine reproducibility. Documented bugs using internal database program. Assisted clients with software certification for major home entertainment hardware vendors.
Selected for promotion from QA Tester to QA Project Lead.
Frequently used to serve as an Assistant Project Lead (Weekend Supervisor).