Technical Support Specialist Resume

Summary
15 years experience as a multi-Platform, enterprise Technical Support Specialist / System Administrator. Comprehensive on-site and remote hardware and software support encompassing all aspects of corporate IT infrastructure. Excellent root cause analysis skills along with the ability to multi-task and function efficiently in a high-pressure, continuously evolving technology environment. The delivery of excellent customer service, individually or as part of a nation-wide team of IT professionals, has always been the highest priority.

Technical Skills
Software:
OS: Microsoft Windows XP - 7, Windows Server 2003 - 2008, Ubuntu Linux, Apple Macintosh OS X and iPad / iPhone IOS, Android, Blackberry
Remote Administration, Software Distribution and Security: Remote Desktop & Assistance, Proxy Pro Remote Control, Microsoft SCCM, Microsoft Active Directory Users and Computers, Airwatch Mobile Device Management, McAfee Endpoint Encryption, Managesoft ECM, Norton Internet Security
Application & Scripting: Office Suite 2003 – 2010 (Word, Excel, Access, PowerPoint, Sharepoint), Adobe Acrobat, IE, Firefox, VBA, VBS, BAT
Virtual Server: VMware vSphere Hypervisor 5 (ESXi), Microsoft Virtual Server 2005-2007, Hyper-V Server 2008 R2
Hardware:
Desktops, Laptops, Servers, Workgroup Printers and MFD’s, iPads, Android and Blackberry Smart Phones
Network:
Cat 5 wiring installation and repair, Hubs, Switches, Routers, Enterprise Wi-Fi, Mobile hotspots

Professional Experience

Confidential,WA
2007 – 2011
Tier 2 Technical Support Specialist
Provided comprehensive desktop (one-on-one) and remote hardware and software support to 670 DexOne employees in 31 offices throughout 9 northwest states.
Proven ability to balance the immediate needs of individual clients while at the same time responding to the strategic requirements of a continually expanding area of responsibility as part of an IT technical team based in Bellevue, WA.
Provided domain user account creation, modification and support using Microsoft Active Directory Users and Computers and other server administration tools. Initiated and confirmed deployment of OS and application upgrades via Microsoft System Center Configuration Manager. Received delivery of, inventoried, repaired, re-imaged, tested and deployed Dell laptops and desktops to users throughout the NW United States. Continually maintained up-to-date status and location information on hundreds of these devices as they were shipped and received to and from dozens of locations throughout an actively changing corporate environment.
Reduced productivity loss by clients in remote sites due to computer failures. This was achieved by building working relationships with sales management and admin staff members in remote locations along with the pre-positioning of networked, hot-spare, laptops and desktops in those same locations. These efforts resulted in minimal or no downtime for remote site clients affected by major workstation system failures.
Coordinated the regional component of a company-wide project to deploy Apple iPads and Sprint or Verizon mobile hotspots to premise sales associates. Researched the steps necessary for various iPad maintenance, configuration and setup processes and authored concise and intuitive end-user documentation.
Installed and maintained the laptops, printers and network access necessary to equip a 30 workstation sales training room located in the Bellevue office. Provided technical support for the 6 week training sessions which occurred approximately every 3 months. Familiarized new employees with the initial computer login and internal systems access processes during a 2 hour session that would be scheduled during the first week of each sales training class.
Acted as the local IT site contact for office remodel projects in Bellevue, Tacoma, Portland, Salt Lake City and several other DexOne locations in the NW US. Participated in weekly Move-Add-Change conference calls and informed facilities team managers of the possible impact of planned network and workstation changes that may conflict with local sales team projects and events.

Confidential,Bellevue, WA
1996 - 2007
IT Information Systems Specialist
Desktop computer and mobile device technical support for USWest – Qwest internal clients. Mobile device technical support for Qwest Wireless mobile engineers. Provided hardware and software configuration and support, repair and inventory management for Qwest wireless retail stores.

Confidential,Bellevue, WA
1993 - 1996
Graphic Designer / Advertising Consultant
Client consultation, design and production of directory advertising.

Education & Credentials
Graphic Design and Advertising
Accreditations and Certifications
Comp TIA A+

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