End user support

Career Summary

Customer-focused Desktop Support Technician with more than 18 years of success in a variety of computer operating systems applications and hardware. Analytical and adept at resolving complex issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards.

Skills Summary

Technical Support Services, excellent customer service through effective communication, Resolve customer technology incidents and requests in a timely manner to comply with service level agreements, Determining and recommending products or services suitable to the user requirements, Excellent troubleshooting skills in complex hardware problems, Problems Solving, Troubleshooting Wireless Connectivity, Backup/Restore, fast paced in peak time, provide quality telephone and in person end user computing desktop supports at the highest level, including analysis and resolution of hardware and software related issues maintenance, upgrade, configuration and installation of Laptop and Desktop Computer Systems. Good working with Microsoft Office 365, Visio, Outlook, Excel, Word, and all diagnostic software tools in addition to work in Active Directory.

Education

Information Technology Diploma/ No.: # 737-***-**** by Advance Learning Interactive Systems Online

Customer Services Diploma / No.: # 588-***-**** by Advance Learning Interactive Systems Online

Project Management Diploma / No.: # 276-***-**** by Advance Learning Interactive Systems Online

Experience:

IT Technical Support Technician II

Seer Trade Inc., October 4, 2015 – May 31, 2017

Problem Solving, Presenting Technical Information, Process Improvement, Software and Hardware

Receive, log and track service tickets as first point of contact following agreed upon procedures from creation to close of ticket. Advise customers on appropriate action(s).

Provide Level 2 and 3 technical support as defined by Information Technology including remote installation, maintenance, configuration, and troubleshooting of computer software, as well as, other peripherals and technology equipment as printers.

Escalate tickets to the appropriate higher level technical staff when applicable.

Document problems and resolutions within Service Desk Support system; update technical information in the Service Desk knowledge base system for reference by other technical staff in resolving similar incidents in the future.

Liaise with other technical staff and the Lead Technical Support Analyst to identify appropriate actions where necessary.

Communicate courteously and effectively with non-IT and IT staff alike to ensure customer and service level standards are met successfully.

IT Technical Support Specialist II

Catholic Health Intuitive via Pyramid Consulting Inc - September 12, 2013 – October 30, 2015

Prepares desktops and laptops by imaging devices in preparation for deployment and testing them for proper operation, as needed. Creates and maintains images for setup, as assigned. Begins to troubleshoot complex connectivity issues.

Technical question/problem diagnosis and repair/replace

Image, setup, and install new PC’s

Windows XP to Windows 7 Migration

Windows 7 to Windows 10 Migration

Addresses and resolves incidents and requests

Windows networking TCP/IP configuration and troubleshooting

Work trouble tickets from a service desk system

Responds to complex technical issues surrounding desktop / laptop hardware, Microsoft Operating Systems, and/or installed software

Solve issues desk side and through remote desktop such as Go to Assist or Citrix

Handle difficult situations with clients and turn them into a win for the desktop support team

Great experience of providing support with remote tools

Answer how-to questions and resolve complex issues related to applications, printers, connectivity

Troubleshoots software and hardware failures and identifies network problems when they relate to desktop or laptop computers, or related peripheral equipment.

Ensure that best available solutions are implemented to satisfy business needs and serve as a liaison between the technical IT team and Business users.

IT Desktop Support Technician

Seer Trade Inc. April 30, 2003 – September 5, 2013

Provides remote technical assistance over the phone during and beyond regular business hours. Supports end-user operating systems, enterprise business applications, and miscellaneous software applications.

Supports end-user computing platforms, printing and miscellaneous hardware.

Responds promptly to alerts and end-user issues, is courteous and knowledgeable

Responds to Help Desk tickets and telephone call requests for technical support. Handles and resolves basic issues via phone support.

Creates, updates, and resolves all issues within the current issue tracking system.

Ensures a timely resolution and/or escalates non-resolvable issues to higher-level teams.

Installs, configures, and supports operating systems, enterprise business applications, and miscellaneous software applications.

Configures, and supports desktops, laptops, virtual workstations, and miscellaneous devices.

Provides remote technical assistance to end users.

Hardware and Peripherals Skills:

Ability to communicate with hardware and software vendors.

Install, Maintain and troubleshooting Laptops and Desktop Computers

Build computers from scratch

Good Knowledge of hand tools.

System check-ups, on-site computer setup, tune-ups, assessment and diagnostics

Software Skills:

High experience in Install and troubleshoot 3rd party applications on the desktop

Set up, configure and upgrade Windows 7

Set up, configure and upgrade to Windows 10

Windows XP to Windows 7 Migration

Windows 7 to Windows 10 Migration

Good knowledge in using various programs with setup and configure Microsoft Office 365, IE, Mozilla, Chrome.

Troubleshoot with many Diagnostic software tools and make all necessary updates to solve the problems.

Developed upgrade plan Maintain and deploy software upgrades and patches.

Networking & Security Skills:

Great ability to troubleshoot network printers

Excellent OS, Application, Outlook

Observes and controls the status and performance of all components of network facilities.

Uses software and hardware tools to identify and diagnose network status and problems.

Monitors network operations and resolves moderately network problems.

Security vulnerabilities as well as behavioral characteristics of malware.

Work with different antivirus software

Technical Certificates

CWTS by CWNP

CompTIA A+

CompTIA Network+

CompTIA Mobility+

References

Bill Gorman / Managing Director of Seer Trade Inc / 323-***-****/ ****-******@***.***

Andrew Bash / IT Desktop Analyst/ co-worker / 515-***-**** / ********@*****.***

Aaron Dolezal / Desktop Engineer / co-worker/ 515-***-**** / ************@*******.***

Rich Kleywegt / Systems Support Analyst II / co-worker / 641-***-**** / ****.********@*****.***

Jay Hallen / Vice President at BlackRock/ Manager / *********@*****.***

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