Web Support Resume

SUMMARY

A bright, talented and ambitious IT support technician with a strong technical background who possesses self - discipline and the ability to work with the minimum of supervision.
Excellent customer facing, communication and rapport building skills.
Physically fit, able to work in confined spaces, crawl and lift heavy objects.
Able to prioritize in a complex, fast-paced environment.
Willing to work flexible schedules/shifts.
Possessing a good team spirit, deadline orientated and having the ability to organize and present complex solutions clearly and accurately.
Proficient or recognizes a vast array of programming languages, concepts and technologies including: Java, CSS, HTML, C++.

PROFESSIONAL EXPERIENCE

Confidential

Web Support

Responsibilities:

Assist in the development of internet pages using HTML/CSS
Test websites for cross browser compatibility and fix issues arising with the pages and not working link in Drupal environment
Work with ticket management system(JIRA)
Participate in formal and informal reviews at predetermined points throughout the development life cycle
Formulate recommendations, as needed, for process and product improvements
Determine and analyzes user interface problems and orients users on new or changed procedures

Confidential

Desktop Engineer

Responsibilities:

Participate in project implementation and deployment effort of new Women’s and Children's Hospital (IWH) with 23,00+ HP computers, 1000+ HP printers/ scanners
Moderate experience and knowledge of Linux/Unix
Respond to IT support requests from clients as related to hardware and software issues via multiple sources, such as phone calls, emails, remote access technologies, and face-to-face meetings on sight
Enter data into the tracking ticketing system(Servicenow)
Interact with clients in a courteous and professional manner
Communicate updates on issues in a timely manner to ensure client satisfaction and productivity
Provide on-the-spot training to clients for hardware and software
Ensure compliance with IT policies, data consistency, as well as inventory management and reporting
Maintain all hardware and software compliant to security policy, procedures, and standards
Coordinate and schedules deployments of equipment
Provide basic support on iOS/ Android/Windows smartphones and tablets
Perform Active Directory related functions via ActiveRoles Server
Experience using monitoring tool Solarwinds
4+ years of experience in supporting clients in IT field
Experience with supporting Windows OS (re-imaging, staging, and troubleshooting)
Ability to work under pressure, meet deadlines, and handle multiple projects simultaneously
Participated in OS migration process for over 10,000 pc’s
Perform cross connections in IT closets
Tracing/searching for unknown devices on a network throughout facilities

Confidential

Information Technology Systems Technician

Responsibilities:

Familiar with protocols FTP/HTTP/SMTP and SSH
For file transfer used Filezilla,Putty, and SSH Secure Shell
Provide front line support to over 10000+ faculty and students per day with a friendly customer service and accurate resolution
Administrating accounts(Password resets, service synchronization, role maintenance)
Work with ticket management system(Footprints BMC)
Monitored, routed, resolved, escalated and followed-up software and hardware tickets for customers
Assist in creating/modifying user guides and troubleshooting technical manuals
Overall understanding of VPN, WAN, LAN
Diagnosis of desktop, application, networking and infrastructure issues
Experience of supporting a wide and varied client base.
Troubleshooting PC’s, laptops and mobile devices
Providing 1st/2nd line support to users; administering and implementing the IT department’s policies and procedures
Responsible for supporting following OS’s: Windows XP/Vista/Windows 7/Windows 10/iOS
Responsible for supporting Microsoft Suite 2003 and 2007