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It Technician Resume Profile

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.

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