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Technical Support Customer Service

Port Huron, Michigan, United States
May 19, 2017

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**** ********** *****, **** *****, MI 48060

(810) ***-****


Qualified IT analyst with a high level of experience in developing and implementing the IT needs of a business. Adept at performing support and analysis across a large range of development and project activities, including implementing and supporting applications, performing diagnosis and troubleshooting functions and tracking of assets. Strong communication, time management and organizational skills. Seeking a role where I can use my skills to help with business growth and development. QUALIFICATIONS

IT Analyst

• Adding of users to groups in Active Directory through SCCM

• Contacted outside vendors for purchase of software per client requests

• Implemented, supported applications used by clients

• Maintained inventory control of applications used by clients

• Maintained an asset database and tracked changes

• Evaluated system specifications for business requirements

• Assisted with the purchase of client equipment (CPU, Monitors, Printers, etc.)

• Monitored and reported in compliance with contract terms and conditions

• Use of Web Assyst and Remedy tracking software

• Maintained a high degree of customer service for all support queries

• Monitored Service Desk incident queue, providing the appropriate categorization and responding within SLA

Support Technician/Technical Support Analyst

• Provided first line helpdesk support to clients, assisted them with hardware and software problems via phone, email and remotely

• Ensured calls and requests were followed up until resolved and ensured that follow-ups and closing of the incident is notified to user/client

• Visited clients at off-site locations

• Maintained a log of all software or hardware problems detected into an electronic ticketing system

• Installed and configured computers on data network (LAN, wireless, Server 2003)

• Updated and maintained databases in Microsoft Access

• Backups of client profiles when replacing computer

• Provided support and resolved problems related to installed computer software for network users.

• Identified software application, network and hardware malfunctions and took appropriate action to resolve issues

• Identified and communicated technical problems, processes and solutions

• Assisted in the collection and documentation of user’s requirements

• Implemented data, software and hardware security procedures

• Installed software and hardware and configured operating system software

• Acted as a single point of contact for phone calls and emails from staff regarding IT issues

• Took ownership of user problems and communicated progress in a timely manner and follow-ups to ensure successful resolution

• Installed and configured client hardware (desktops, laptops and mobile devices) KRISTA SINCLAIR-MOSBY

2841 Monticello Drive, Port Huron, MI 48060

(810) ***-****


● MCSE – Microsoft Certified Systems Engineer 2003 ● A +

● Security + ● Project +


● Crucial Conversations Certificate ● Respecting Differences/Anti-Discrimination

● Security Awareness


Department of Fisheries and Oceans Canada


IT Analyst 2017 – present

2016 – 2016

2015 – 2015

2013 - 2013

Support Technician 2012 - 2012

Technical Support Analyst 2007 - 2009

Computer System Technician Self-employed 2002 – 2014 Special Events Staff RBC Center 1998 – 2006

Administrative Assistant MIG Engineering Consultant Ltd. 1992 - 1998 EDUCATION

Information Technology Professional Lambton College 2007 Computer System Technician Lambton College 2002

Law and Security Administration Lambton College 1996 OSSD St.Clair Secondary School 1992

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