Information Technology Specialist Resume Profile Raleigh, NC - Hire IT People

Employment Experience

Over 12 years IT Support Experience

Confidential

Identify suitable testing methodologies, tools, standards, and procedures for testing.
Work closely with developers to ensure code meets specifications.
Create effective bug tracking tickets.
Develop test cases and implement test plans.
Develop and implement automated tests for functionality, load, integration, and performance testing.
Supply daily reports to management.
Meet with management to work on deliverables for upcoming software releases.
Execute manual test cases based on what is in the test plan.
Serve as backup to support as needed.
Provided on-site desktop support

IT Service Center Specialist

Confidential

Provides software and hardware support of medium to high complexity on a daily basis via telephone, email, instant message, remote control tool or onsite. Onsite support may include hardware or software installation, troubleshooting, or training.
Troubleshoots and restores technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Enters all incoming incidents and requests into the ticket management system, documenting detailed and accurate troubleshooting steps and instructions, as well as properly notating tickets with all customer contact per ITS Standard.
Configures, troubleshoots and resolves basic remote access issues.
Properly notates tickets with all customer contact per ITS Standard.
Functions, somewhat independently, under general direction of more senior Service Center analysts, supervisors or managers.
Provides technical advice, guidance and informal training to customers using hardware and software programs.
Performs root cause analysis and develops checklists for typical problems.
Maintains knowledge database and ticketing system database to enhance quality of problem resolutions.
Provides expert level assistance with Microsoft Outlook, Microsoft Internet Explorer, and Microsoft Windows products.
Performs account access request fulfillment or incident management.

Information Technology Specialist

Confidential

Provide Tier II support for 300 Staff and 1,200 Student end users as well as support for both student and staff networks.
Worked with desktop, laptop, and tablet computers.
Annual reimaging of all campus computers.
Researched and resolved complex legacy issues.
Handled hardware replacement and rollouts.
Provided support for guest users and presenters.
Worked with vendor support to resolve specific issues.
Worked with IBM hardware support department.
Migrated majority of classrooms from desktop set ups to wireless laptop set ups with lightshow hardware devices and Smart board integrations.

Senior Technical Support Representative

Confidential

Administration of MS Small Business Server 2003 / Exchange 2003 Networkconsisting of 50 users.
Responsible for InformationTechnology analysis and recommendations for appraisals, purchases and upgrades
Provide IT research for resolving support issues and for developmental projects.
Provided single point of contact for desktop, laptop, printer and network infrastructure support.
Create and configure workstation set ups for new users, for both internal and remote users.
Redesign and implementation of both network security and disaster recovery measures.
Oversaw the relocation of the Office and Network which included a complete redesign of the domain and main servers.
Promoted to Senior Technical Support within 5 Months.