Tier 1 / Tier 2 Support and Desktop Resume Washington, DC - Hire IT People

SUMMARY:

3yrs of Tier 1 / Tier 2 support experience
Troubleshot and resolved issues with WAN, VLAN, firewall, VPN systems when possible
Windows 7, 8 8.1 3yrs experience
Windows 10 1 ½yrs experience
IOS EL Capitan 1yr experience
Linux’s 1yr experience
Phone Support 3yrs experience
Data Migration 2yrs experience
PC and Laptop refresh 3yrs experience
Deployment support Windows 2yrs experience reimage using cloning

SKILLS

Security Management
Active Directory
Windows Server 2008/2012
Microsoft Exchange
Ports, Protocols and TCP/IP;
Windows 7 /8, 8.1 /10, IOS, Linux’s MS Office 2010 - 2016- IE7/8/9/10/11
Google Chrome
Firefox
Bomgar
Remedy; Win 7 to 10 Migration
Office 365 - SCCM Know how to change keyboards, Monitors, Hard drives, Memory, System Units; Spiceworks
In House Ticketing System
Cabling
Switches
VoIP
Remote Support
Phone Support

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Tier 1 / Tier 2 Support and Desktop

Responsibilities:

Installed software, modified, repaired hardware and resolved technical issues
Provided base level IT support to 700 non-technical personnel
Developed quick reference guides to assist end-users with challenging software application features
Managed Windows 7 / 8, 8.1 / 10 workstations
Ensured that Remedy/Spiceworks and in house tickets were resolved and completed to the client’s satisfaction
Active Directory – Account creation, Password resets, Group policies
Applied solutions by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
PC refresh and migration - Windows 7 to 10
Processed incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, fax and desk side
Provided initial troubleshooting of problems including root cause analysis for desktop, laptop and printers (local/network)
Performed administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
Created and managed Network accounts to include granting access to secured file shares
Managed bench IT inventory
Resolve 10+ tickets a day
Coordinated and supported VTC/Audio conferences
Provided level 2 end-user technical support for Windows 7, 8, 8.1 and 10 Microsoft Office and Network connection
Updated ticketing system to reflect work in progress or completed
Migrated Windows 7 to 10 over 40 worked stations on the weekend for 6 months

Confidential

Tier 1 Support and Desktop

Responsibilities:

Managed Windows 7, 8, 8.1, workstations
PC refresh and migration Windows 7, 8 and 8.1
Troubleshot and resolved issues with WAN, VLAN, firewall, VPN systems when possible
Maintained, repaired, and installed personal PC and network hardware and software.
Applied solutions by restoring broken or intermittent connections, adjusting software configuration, installed patches, and reboot entire system
Phone support Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, fax and desk side
Provided initial troubleshooting of problems including root cause analysis for desktop, laptop and printers (local/network)
Phone support; took 10 tickets a day
Ensured that Remedy/Spiceworks and in house tickets are resolved and completed to the client’s satisfaction