It Technician Resume Profile
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Career Objective:
I seek to grow in knowledge and experience supporting computer systems and networks. I work well with others as I am detailed, dedicated and self-motivated with passion for learning about new innovations and technologies.
Skills:
- Experienced in troubleshooting and integrating computer system hardware and software Providing support for proprietary and common software systems
- Operating Systems: Microsoft Windows XP/Vista/7, Server 2000/2003/2008.
- Software: Microsoft Office applications Outlook, Excel, Word, Access, Front Page, PowerPoint
- Knowledge of: Systems analysis and design, Documenting IT Processes, LAN/WAN architectures and support, Database/SQL, COBOL, VB 6.0 .NET, Business statistics.
Professional Experience:
Confidential
IT Support Technician Level II
- Provided ad hoc technical assistance to end users regarding IT-related problems
- Troubleshot and resolve problems with PC software and configurations
- Provided support to internal and external organizations
- Installed and upgrade new PC/Workstation software and equipment
- Evaluated business requirements develop and implement required software modifications
- Provided input to process improvements and development of standards
- Provided timely and pertinent user communications and documentation
Confidential
IT Technician Part-Time
- Troubleshoot and resolve any hardware, software and network issues.
- Provide various solutions to customers to determine most cost-effective resolution.
- Remove viruses and other forms of mal-ware from infected systems.
- Recovered data from failing hard drives.
- Reinstall various Operating Systems as needed.
- Set up and maintain computer systems and networks in client-server architecture.
Confidential
Help Desk Level I
- Provided first level phone support to internal employees on various systems.
- Used BMC Remedy ticket system to record and escalate issues.
- Used LogMeIn remote assistance as needed.
- Paged second and third level support via e-mail or phone for high priority and critical issues.
- Reset network and application passwords for verified clients.
- Assisted Customer Service Representatives with customer account issues.
- Troubleshot wired Ethernet, Wireless, and VPN connectivity problems.
- Provided basic to intermediate assistance with Microsoft Office applications.
Confidential
Help Desk Level II
- Provided first level phone support for clients on a Novell NetWare based network using a wide array of software running on Windows 2000 and Windows XP.
- Used HP Peregrine Service Center to log interaction details with clients and escalate issues as needed according to Standard Operating Procedures.
- Used and update knowledge management documentation.
- Reset network and application passwords for verified clients through Novell's ConsoleOne, or through limited access Active Directory.
- Assisted Enterprise Blackberry users with Activation, and basic connectivity and synchronization troubleshooting.
- Troubleshot wired Ethernet, Wireless, and VPN connectivity problems.
- Informed clients of known issues and provide them with any temporary work around.
- Provided assistance with Document Management Systems.
- Provided basic to intermediate assistance with Microsoft Office applications.
- Received Awards in recognition of service including:
- Moment of Truth Award - 9/9/2009 Assisted a client troubleshoot issue in new feature in an Electronic Document Management System, and provided documentation of findings to second level of support.
- Moment of Truth Award - 10/15/2009 - Appreciation of flexibility in scheduling.
Confidential
System Support Specialist
- Provided First level phone support to customers using web site based applications.
- Answered various questions regarding use and operation of primary business web sites.
- Used HP Peregrine Service Center ticketing system to track phone calls and ticket status.
- Learned proprietary software and interface systems to complete tasks.
Confidential
Technician
- Integrated made-to-order computer systems.
- Troubleshot hardware and software issues.
- Boxed and shipped product to customers via FedEx or local delivery.
- Managed Return Material Authorizations, Vendor Returns, and Repairs.
- Called Vendor technical support when needed.
- Maintained internal systems.
- Trained new employees on various tasks and skill sets.
- Used Outlook to manage personal tasks.
- Used MS Sharepoint and Great Plains to manage transactions.
- Resolved customer issues over the phone.