Technical Support Resume Profile

OBJECTIVE

I am looking for a position with a company that will afford me the opportunity to grow while utilizing and expanding my current skills as an IT Support Professional.

PROFILE

I am self-motivated, reliable, dedicated and have a desire for excellence. I also have excellent communication skills that allow me the ability to interact in a positive and professional manner.

SKILLS

Knowledgeable in:

SCCM 2007 Microsoft System Center Configuration Manager
WSUS Window Software Update Service
Active Directory / NetIQ Directory Resource Administration
Windows Xp/Vista/7/8 Operating systems
Windows Server 2003/2008/2008 R2
Microsoft Office XP/2003/2007/2010
Networking wired and wireless setup and troubleshooting
Troubleshooting software and hardware issues
Printer setup and troubleshooting
Website development Dreamweaver
Blackberry, Android, iOS and other Smart Phone Troubleshooting/Repair
PCLaw Accounting Software

Experience with:

Linux, OS X
Novell and Cisco Networking Solutions
SQL Databases
Citrix / VMware / Terminal Services

Work Experience

Confidential

Secret Security Clearance
Computer/IT Services
SCCM 2007
SCCM Enterprise level Patch Management of 140,000 workstations and servers across 14 bases
Developing and maintaining deployment Task sequences and Programs
Deploying custom update packages Acrobat, Flash, Java, Shockwave, QuickTime, IBM Lotus Forms Viewer and other various software packages with a 90 success rate minimizing the need for local technician intervention.
Deploying monthly Microsoft security updates and patches with a 90 success rate minimizing the need for local technician intervention
SCCM client configuration and troubleshooting
SCCM server troubleshooting
Remote support for SCCM issues at other bases
SCCM reporting
Maintaining collection memberships / Active Directory groups
Monitoring deployed updates for issues and compliance tracking
Maintaining site servers / Installing roles / Maintaining WSUS database

Exchange 2010

Maintain, administer and troubleshoot the Air Force Network messaging issues comprised of 320 Exchange servers 96 Blackberry Enterprise Servers and Good Mobile Servers which services over 800K customers worldwide.
Provide Tier III support for Outlook, Exchange, Webmail, OCS, Blackberry and Good Mobile tickets daily
Working with EMS/PowerShell commands and scripts to manage servers, user accounts, mailboxes etc.
Utilize VMware vSphere to manage and monitor servers
Utilize Exchange Management Console, Exchange Management Shell, Public Folder Management Console, Message Tracking, Performance Monitors, Active Directory Users and Computers, Active Directory Administrative Center and ADSI Edit during daily duties
Provide e-mail support on classified systems
Elevate trouble tickets directly to Microsoft Technicians to resolve issues

Confidential

Secret Security Clearance

Computer/IT Services

Provided face to face, over the phone and remote desktop support to Approx. 1200 users
Hardware, software and printer installations
Deployed and re-imaged machines on an as needed basis
Inventory management and asset tracking
Routinely used: Remedy EITSM, DameWare, RDP, NetIQ DRA, Windows 7, XP Vista, Symantec Ghost, SCCM WMI management, ESM, Office 2007 2010, Windows 2000, 2003 2008 Server, Internet Explorer 6 through 9.

Confidential

Technical Support/IT Services

Provided high quality first and second level technical support for over 150 web-based products, PCLaw and Time Matters time management and accounting software
Provided hardware and software support for internal sales representatives on laptops, phones, printers, air cards and VPN connections
Documented processes for the entire customer support group to improve the overall efficiency of our day to day operations which lead to the elimination of redundant processes
Created and maintained our database of self help articles for PCLaw support center
Analyzed weekly FCR First Call resolution data to determine why customer issues were not resolved on the first call which assisted with creating new processes to follow and shorten overall call times.
Trained Technical Representatives on new products/features and releases for PCLaw, Time Matters, Lexis.com, NewLexis and more.

Confidential

Telecommunications Services/ Sales

Provided excellent customer service to every customer, every time, achieved daily and monthly sales goals and also taking data literacy courses to keep up on the newest handsets that came to market.
Lead consultant for any technical problems that customers may have had with their phones or other devices
Resolved network wiring issues after our store was remodeled

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