Technical Support Information Technology
Resume:
Miriam Moore
Middletown, Delaware 19709
******.******@*******.***
mirmoore.wixsite.com/mirmoore
Professional Summary
Experienced and knowledgeable Information Technology professional seeking to contribute training and acquired skills within a Tier-1 technical support and/or help desk role. Work well independently or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing customer and end-user help desk support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.
Education
ITT Technical Institute - Marlton, New Jersey
2014 – 2015 A.A.S. in Information Technology Computer Network Systems DeVry University - Philadelphia, Pennsylvania
2007 – 2010 B.S. in Technical Management minor/Human Resources Gwynedd-Mercy College - Fort Washington, Pennsylvania 2002 – 2004 A.S. in Business Administration
Technical Skills
Windows (XP, Vista, 7, 8, 8.1, and 10)
Windows Server (2008, 2008 R2, 2012)
Cisco
Linux (Fedora 15, 17, and 20)
SQL
Intro. To Programming using VB (Visual Basics)
ServiceNow Ticketing System
LANDesk, TeamViewer, AnyConnect, & Remote
Desktop Protocol
Program Knowledge: Microsoft Office Products (2003, 07, 10, 13 & 16) Linux versions: openSUSE 13.2, Debian 8.0.0, Linuxmint 17.1, and Ubuntu 14.1 Hyper-V Linux .bash and .sh Citrix Xenapp
Store Front Microsoft Exchange 2010 & 2013 Zenmap, OpenVas, Nmap, FileZilla, Credant & DDPE Security Programs
Equipment Knowledge: IPhones, Windows Phones & IPads Cisco Routers Several different Cable
& DSL Modems Switches & Patch Panels HP, Dell, Lenovo Desktops & Laptops HP & Dell Thin Clients Dell & Cisco Switches Juniper Boxes Aruba WIFI Boxes Experience
DaVita 3/28/2016 – Present
Malvern, Pennsylvania
Help Desk Analyst General Support
Answer desktop support phone calls timely; provide thorough problem resolution and/or escalation as appropriate
Log and track all inbound issues, problems, and requests for service through all entry points into Remedy Ticket tracking system
Provide professional support to a wide variety of customers with limited to advanced familiarity with computers on a first-call resolution status
Communicate with customers, providing status updates and follow-up to ensure satisfaction
Work overtime with little or no notice as needed & Attend team meetings, phone conferences, and training as needed
ARIES Business Solutions 3/2016 – Present
Warminster, Pennsylvania
IT Help Desk Support (PRN)
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Train computer users.
Respond to email messages for customers seeking help.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Install, modify, and repair computer software.
Clean up computers.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Follow up with customers to ensure issue has been resolved. BF Rich 12/2015 – 3/2016
Newark, Delaware
IT Technician
Configuring and connecting switched
Installing patch panels
Server 2003 daily Incremental backups and weekly differential backups
Program installation and configuration
Email ticketing resolution and escalation
Printer and drive mapping
IBM OPTIO DesignStudio reporting
Adding and configuring new users
Installing and sharing printers
Managing and monitoring performance by using event viewer and performance monitor
Configuring RDP
Design Strategy 9/2015 – 11/2015
Wilmington, Delaware
IT Support Technician
PC, laptop, decking station and thin client installation
Troubleshooting PC’s, laptops and thin client devices.
Provided 1st line support to users
Troubleshooting of Cisco telecommunication equipment. ARIES Business Solutions 7/2015 – 9/2015
Warminster, Pennsylvania
IT Internship
Assisted in installation and configuration of Citrix XenApp 7.6, Citrix Licensing 11.12 and Citrix Storefront 2.6
Electrical Test Instruments 2013 to 2014
Windsor, Maryland
Human Resource Generalist Consultant
ARIES Business Solutions 2011 to 2013
Wilmington, Delaware
Human Resource Generalist Consultant
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