Rporate Field IT Specialist Resume Profile, GA - Hire IT People

Qualifications Profile

Technical Support: Excel at delivering top-tier service and troubleshooting of advanced technical issues to a diverse audience. Expertise utilizing trouble ticket service desk systems to see issues through from concept to completion. History of excelling above peers in exceeding customer expectations. Received recognition for a high call resolutions rates when on the helpdesk , and also closing a high volume of tickets consecutively each month since I was hired in my current role on the Corporate Field IT team where I support executive level customers and stand in as team lead for projects.
Key Strengths: Excellent talent for concisely and articulately conveying complex technical concepts to diverse audiences. Well-versed in a broad range of hardware and software, with capacity for rapid acclimation to new technologies and environments due to proven passion for researching and adopting new technology. Acknowledged for ability to quickly identify and resolve challenging technical issues.
Platforms/Software Supported/Used for support: Windows XP/Vista/Win7/Win8/Mac OS X, Several VPN software clients , MS Office/Outlook, LotusNotes, livemeeting, VLANS, WAN, LAN, Avaya Definity System, BES, AirWatch, Active directory, SAP, IDM, RSA, MDT, SCCM, LANDesk, Bomgar to name a few. Also have experience with different ticketing systems such as Tivioli, Service Now and Remedy. Comprehensive knowledge of an enterprise support structure.
Familiarity with: Oracle Virtual VMbox, Hyper-V, VMware Workstation 9, Powershell, Windows server 2008, and 2012, Call Manager and Unity.

Project Experience:

Team lead in my area for the following IT initiatives:
XP to Windows 7
Lotus Notes to Outlook
Office 2007 to Office 2010
Avaya PBX to Cisco IPT,
Symantec Drive Encryption
Migrating NACOKECCE domain to NA domain
University Talent Program IT project
Lead support for Shoppers Experience
Migration from LanDesk to SCCM

Professional Experience

Confidential

Corporate Field IT Specialist

Deliver front-line support to corporate headquarters executive staff and executive-level users of business partners spanning multiple locations. Partner with and coach team of IT support technicians and managers in resolving a series of challenging technical issues. Directly address issues affecting performance of telecom infrastructure, ensuring 100 uptime for critical communications. Partner with cross-functional departments in coordinating joint efforts for resolving multi-tier issues. Liaise with diverse vendor base in troubleshooting advanced hardware, software and voice / data connectivity issues, and facilitating equipment orders.
Skillfully utilized vendors and assets to resolve voice communication issues. I supported Avaya Definity systems and rolled out an IPT system for 800 customers. I have experience in an extent of additional voice / data communication equipment.
Team lead in my area for several projects including phone cleanup, desktop encryption, domain migration for users and computers, windows 7 migration.
Drove dramatic reduction in ticket volume by maintaining consistent record of resolving high number of issues in North America.
Was IT lead for many key meetings and business functions where support was needed including house visits and high profile meetings.
Passionate about new technology which includes reading about new tech, adopting new tech and engineering new tech.

Global Support Center Analyst Confidential

Provided technical support to users across multiple international locations. Interfaced daily with a broad range of languages and cultures. Analyzed, ascertained root source of and resolved a complex range of hardware and software issues. Concisely and accurately conveyed advanced troubleshooting procedures over the phone. Generated, monitored and maintained permissions for user accounts.
Consistently maintained a 95 efficiency margin.
Played integral role in facilitating company-wide transition from Lotus Notes to MS Outlook.
Steered planning and execution of multiple solutions for enhancing effectiveness of department's support database.

Confidential

Computer Technician Intern

Serviced and troubleshot production machinery. Installed, upgraded and organized computer/network devices for optimal performance. Interfaced with users in assessing and resolving complex issues. Configured network protocols, reimaged web servers and addressed issues affecting internet access.
Conceptualized and implemented complex configurations for large-scale deployments.
Demonstrated a track record of consistently completing all support projects in a timely manner, consistently exceeding expectations.
Took inventory of rackspace and would optimize hardware.

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Rporate Field It Specialist Resume Profile

GA

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