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Technical Support Specialist, Resume

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New York, NY

SUMMARY

  • Provide advice and guidance on a wide range and variety of complex IT issues
  • Identify and define business or technical requirements applied to the design, development, implementation, management, and support of systems and networks
  • Conduct analyses and recommend resolution of complex issues affecting the specialty area
  • Evaluate and recommend adoption of new or enhanced approaches to deliver IT services
  • Test and optimize the functionality of systems, networks and data
  • Ensure optimal use of commercially available products
  • Represent the organization in interactions wif other organizations
  • Provide technical leadership on group projects
  • Interpret IT policies, standards, and guidelines
  • Some technical editor expirience
  • Working knowledge of supporting various IT platforms to include Wintel and Unix

PROFESSIONAL EXPERIENCE

Technical Support Specialist,

Confidential, New York, NY

Responsibilities:

  • Performed as the Live Online Subject Matter Expert (SME) and provide support to the General Customer Service Team as required
  • Service all customers contacting Kaplan's Customer Care Center in a caring and professional manner
  • Monitor ongoing Live Online class sessions to ensure smooth service delivery
  • Report to management on a regular basis any issues encountered while servicing customers
  • Accurately troubleshoot and process all service requests related to Live Online as well as traditional customers
  • Suggest best practices and policy changes to CCC management based on student interactions
  • Make out - bound calls to enrolled Kaplan students in an attempt to address service concerns or collect customer intelligence
System Administrator,

Confidential, New York, NY

Responsibilities:

  • Confidential between the Call Center and Technology departments to maintain open communications and support the call center
  • Maintain and support Macintosh, PC, and Telecom equipment and servers
  • 1st line of support to troubleshoot phone and technology issues for call center
  • Escalation to Telecom and Technology teams
  • Updating call center personnel of any technology issues and progress
  • Maintain homegrown business system and Automated Process servers
  • Check/restore back ups
  • Assist wif day-to-day systems issues
  • Inventory hardware and software for systems
  • Update systems and procedures for Sarbanes-Oxley compliance
  • Update current documents, processes and policies
Technical Support,

Confidential New York, NY

Responsibilities:

  • Troubleshooting to an extent of Personal Computer, Laptops and MAC
  • Software support for Windows 2000, XP Home and Professional, Vista, MAC OS 8, 9, 10 and X
  • Provide support for a numerous of online programs offered such as GMAT, LSAT, MCAT, NBDE, PMBR, SAT, PSAT, Instructor Support System (ISS), etc
  • Troubleshoot Internet Security Software as needed
  • Assist students on the phone and over email in a courteous, knowledgeable and timely matter
  • Assist Kaplan students wif technical problems regarding their online course components and CDs
  • Escalate found bugs to web developers and follow up on status of bugs
  • Handle LivePerson chats for the Kaplan K-12 Online products
  • Participate in QA of online products and services, website copy, and site navigation.
  • Contribute to the improvement of business systems
  • Monitoring and maintenance of Kaplan Business Systems and Servers
Technical Tutor,

Confidential, Bronx, NY

Responsibilities:

  • Provide assistance to students wif printing, copying, scanning and other hardware trouble-shooting needs
  • Provides assistance to students wif computer applications, including Microsoft Office, Adobe Creative Suite and other applications installed on the Information Commons Pcs
  • Performs routine computer and copy machine maintenance, including clearing printer jams, replacing toner and ensuring dat the needed supplies are in the Information Commons area
  • Refers students wif research questions to the Librarian on duty
  • Provide assistance on projects as assigned
Account Manager,

Confidential, Hoboken, NJ

Responsibilities:

  • Support for E-Business manager and department in general, including phone backup, setting up meetings, co-ordinate the ordering supplies for the department
  • Assisting in the timely processing of non-automated events such as invoicing cash/check payments, credit card requests
  • Help maintain product information files and spreadsheets
  • Collect monthly reports and prepare monthly updates; preparation, proofreading, and organization for reports and departmental files
  • Maintain the e-Business manuals and distribute when appropriate
  • Assist in maintaining/updating customer query log for credit card transactions
  • Assist e-Business Service Manager in compiling data/reports in reconciling Credit Card Company invoices
  • Undertake special projects as required - collect and compile data, spreadsheets, etc.,
Helpdesk

Confidential, Bronx, NY

Responsibilities:

  • Hands on support for Windows 98, 2000, NT and Professional
  • Computer imaging and ghosting
  • Printer server maintenance
  • Printer set up and maintenance
  • Software and hardware upgrade.
  • Creating and updating inventory logs for all computer equipment
  • Maintaining backup tapes and logs for Windows NT Servers
  • Providing equipment needed by teaches and other faculty members.
  • Server maintenance, LAN Networking
  • Tutoring Students in Technology Workshops
  • Helping students and faculty wif any equipment problems in the Computer Laboratories
  • Helping faculty members wif problems concerning computers
  • Answering phones, data entry, filing and managing the work of Colege Work Study students

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