Regional Field Support Specialist Resume

PROFESSIONAL EXPERIENCE

Confidential

Regional Field Support Specialist

Responsibilities:

Performs upgrades on computer systems to ensure quality performance on a long - term basis
Coordinates configuration/installation and moderately complex trouble shooting of PC hardware and software
Implements hardware and software testing as directed
Collaborates with network services, software systems engineering and/or application development to restore service and/or identify problems
Provides on-site and remote support to field offices to resolve technical issues
May provide field support for the implementation of enterprise projects initiatives
Assists with coordinating office openings, moves and closures by performing site surveys and creating/assigning child tickets as needed
Handles new user computer setups and processes termination-related hardware decommission requests
Displays some creativity and latitude in regard to identifying and resolving complex technical issues with computer systems with assistance of a team
Works with a team to respond to priority cases such as work stoppages with a sense of urgency and in compliance with documented service levels including but not limited to: problem recognition, research, isolation, customer updates, incident documentation, case resolution and user follow-up
Prioritizes case and call queues to resolve outstanding tickets in a timely manner; provides proactive communication and status updates to impacted users
Serves as a technical escalation point of contact after users have completed the initial support request process through the Help Desk
Takes ownership of user problems, follows up the status of problems on behalf of the user, and communicates progress in a timely manner
Serves as a subject matter expert on core applications

Confidential - Plainfield, IL

System Administrator

Responsibilities:

As a small IT team of 5 employees, manage 40+ healthcare clinic locations and 750+ users in the Chicagoland Area.
Provide frontline helpdesk support for telephone, email, and web requests.
Assume ultimate maintenance and support responsibilities for internal computers, phones, and business critical systems.
Identify recurring problems, work with the team to identify the root cause, then plan and execute the necessary steps to eliminate possibility of re-occurrences.
Administer users in Active Directory, Microsoft Exchange, and other management programs.
Manage the complete internal IT environment including monitoring, maintaining and troubleshooting all networking and infrastructure components.
Document all helpdesk calls and e-mails including detailed resolution information.
Properly identify problems, research solutions, and resolve the issues.
Troubleshoot IT related issues with technical and non-technical employees.
Correctly document and maintain all requests for service to ensure a timely and acceptable resolution.
Prioritize, track and complete assigned tasks.
Install, configure and maintain workstations, printers, monitors, scanners, etc.
Provide support coverage during non-business hours as part of an on-call rotation.
Created, edited, and tested functionality of several servers in VMWare on our domain.

Confidential - Wooddale, IL

Senior Technical Support Representative

Responsibilities:

Update existing dental X-ray equipment, software, firmware and/or hardware remotely.
Answer & resolve inbound calls, emails and chats from Technical Support queues as needed.
Mentor, train, support, and assist Level 1 Technical Support team members as needed.
Checks warranty status, orders, and send replacement parts, equipment, and requests dispatch of technician.
Answer technical software/hardware application, sales and marketing questions website and/or e-mail.
Respond to questions generated by sales reps, end users, and potential buyers.
Answer technical questions on how to use dental x-ray equipment.
Document session notes and complaints in both SAP and Bomgar Remote Sessions.
Follows the proper escalation procedures to ensure the dealer/owner is receiving the level of service and support necessary to resolve their/his/her issue.
Build and maintain current knowledge base and document procedures.
Provide innovative technical solutions to solve complex customer issues.
Communicate technical information to non-technical customers.
Interpret product manuals, wiring diagrams, and flow charts.
Lead/assist with training and quality improvement programs.

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