IT Support Technician Resume Profile

OBJECTIVE

IT Support Technician

WORK HISTORY

Confidential

Remotely resolve customer issues using proprietary remote technology.
Assist customers willing billing issues.
Help remove viruses and /or malware from customer computers.
Suggest products or services specific to client needs.
Walk clients through configuring modem / router settings to authenticate to AT T Network.
Configure wireless settings for Windows and Macintosh operating systems.
Lead a team of 15-20 agents in driving performance standards.
Ensuring performance goals not only meet but exceed in every area consistently.
Assist other teams in changing a behavior to meet or exceed in specific areas.
Maintain and change team morale as needed to suit the needs of the business.

Confidential

Remote technical support via Citrix GoToAssist, Microsoft VPN, Cisco VPN, MS RDP
DBMS: MS SQL Server 2000 2008 R2, IBM DB2 AS400, MS Access
Windows Server 2000 2008 R2
Windows 2000 Windows 7 x86 x64
MS Virtual Server, MS Virtual PC, and VMWare
Quality Assurance testing of VB Dot Net, ASP Dot Net, Java, and Web based applications for 15 different mapping applications.
MS IIS 6.0 IIS 7.0
MS Active Directory
ESRI ArcGIS Server 9.0 -10
ESRI ArcGIS Desktop 9.0 9.3.1 SP1
ESRI ArcSDE 9.0 10
SalesForce Administration for case documentation and tracking.
Oversee all Technical Software documentation.
Specify, Install and configure servers to be shipped to clients around the world.
Install proprietary mapping software for Emergency 911 dispatching centers.
Provide 24/7 365 technical support overseeing a staff of 5
Provide end user and administrative training to City Managers, Asst. City Managers, council members, I.T. Directors, GIS Directors, police officers, firefighters, dispatchers, and city clerks.
GIS Infrastructure design, backup, redundancy, and load balancing.
TCP/IP Network troubleshooting.
Hardware and software troubleshooting.

Confidential

Install and recognize various hardware system components.
Install operating systems such as Windows XP and Windows 98.
Installing application software such as Microsoft Office.
Installing anti-virus software and keep it updated.
Configure Microsoft Outlook or Outlook Express.
Downloading software via the Internet.
How to use My Computer and Windows Explorer for file management.
How to run system utilities such as defrag and check disk.
Basic look at Ethernet cabling and other networking components.
Students will also learn from lectures and tutorials on the following topics:
Spam and spyware.
Basic Networking topologies.
Storage devices.
Printer types.
Input output devices.
Laptops.

Confidential

Blue print reading and job process design.
Blue Print drawing using AutoCad.
Manual coding of CNC Vertical Mills for given specifications.
Order and setup new workstations for internal staff.
Setup and maintain LAN including hardware and wiring.
Supported 9 computer LAN
Created back up procedures for disaster recovery.
Maintain network accounting software.

Confidential

Build and configure new computer systems for users.
Setup new offices including network wiring, broadband installation, network printing uninterruptible power supply solutions, and physical office layout.
Software install and troubleshooting of Windows XP, Windows 98, Windows Server 2000, Microsoft Great Plains, Microsoft Office, Microsoft Outlook, Norton Anti-virus corporate Edition and DOS based applications.
Hardware troubleshooting of network and non-networked printers, CRT/LCD monitors, peripherals and internal PC components.
Network troubleshooting and installations of switches, routers, broadband modems and cabling.
Supported a Windows 2000 Server domain controller with one Citrix server and one SQL server. Users included 20 local users, 20 remote users, and 10 end users not connected to networks.
Traveled to remote locations through out NC for desktop support, PC maintenance and repair, printing issues, TCP/IP network troubleshooting including connection difficulties and network printing issues.
Scheduled daily back ups of servers using Vertias Backup Exec.
Reasearched and tested new technology for possible company wide use.
Wrote policies for security and virus concerns.
Created Procedures for company computer usage , Internet and E-mail usage.
Decided what IT products to purchase and from what vendor.
Maintained the IT inventory of all products local and remote.
Confidential
CNC programmer for Vertical Milling machines
Manage and maintain inventory database of shipping and receiving
PC upgrading and repair.

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