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Customer Systems Support Technician Resume

Chesterbrook, PA

SUMMARY:

  • To contribute to an organization by applying my communication and information technology experience with my education in the sciences while I continually challenge myself to expand my abilities. In order to move my career forward, I am seeking roles where I may my flex communications and analytical skills.
  • Helped build consistency of customer technical support by achieving a 95% first call resolution in User Services.
  • Contributed to the effectiveness of ABDC Navigator iPad app providing support with user acceptance test scripts (UAT), data validation and data loading.
  • Contributed to the design of an automated Business Continuity Planning ( Confidential ) Word template to be used for disaster recovery communications.
  • Trained new employees on help desk procedures. On - site assets recovery and deployment team. Responsible for installing and check scanning software and equipment, along with Confidential deployment and network setup.
  • Independent repair service for private PCs providing the following services:
  • Data recovery, wireless network installation, OS optimization/recovery/setup
  • Virus/Trojan/Malware removal

SKILLS:

  • SAP
  • UAT
  • Symantec Ghost/Cloning
  • Translation of complex information
  • Client-side Citrix installation/maintenance
  • SharePoint 2010 Administration
  • Salseforce.com
  • MS Exchange 2010 Administration
  • Documentation and Technical Writing
  • Fast and Active Learner

EMPLOYMENT HISTORY:

Confidential, Chesterbrook, PA

Customer Systems Support Technician

Responsibilities:

  • Respond to Tier 1 customer support calls for issues using ABC PassPort and IntelliOrder.
  • Consistently achieve 95% first call resolution. Thorough ticket documentation of errors and resolutions.
  • Escalate issues as needed.
  • Process SAP access requests.
  • Engage in training and document creation for knowledgebase on proprietary ordering systems ECHO (legacy), Passport, and Intelliorder.
  • Train customer on PC and Mobile ordering systems (NOMAD), as well as program handheld scanning devices for inventory management.

Confidential, Lititz, PA

Information Technology Support Specialist

Responsibilities:

  • Maintained IT department documentation on corporate intranet site (SharePoint 2010) which included Frequently Asked Questions (FAQs); training documentation and best practices for troubleshooting common issues.
  • Created and managed Active Directory policies including user access and folder permissions.
  • Provided training for MS Office applications and PDF conversion software.
  • Responded to Tier 1 customer support calls for issues with hardware and AS400 banking software.
  • Used remote desktop (RDP) and VNC to troubleshoot Windows PCs and Confidential thin clients (running the Citrix Xen environment).
  • Created and managed Exchange users in response to access requests.
  • Activate and manage Citrix Xen profiles.
  • Ensure Citrix Xen application and environment stability, escalate to Tier 2 support as necessary.
  • Citrix activation on ThinClient/ Confidential terminal via input of TCP/IP and DNS addresses
  • Thorough ticket documentation of issue sand resolutions.
  • Revamped and managed FAQ intranet site on SharePoint 2010

Confidential

Contract Tech

Responsibilities:

  • VIOP Phone Rack installation for Confidential Photograph equipment on arrival, install, photograph completion and add to project folder via SharePoint

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