It Support Customer Service
Resume:
Work experience
Bruce Maguire
**** ********** ****** ******, ******** 19713
*******.******@*****.***
Customer focused. Goal driven, Strong skill set acquired from over 35 years in the IT field
2010 - Current
Level 3 IT Tech
DuPont Company - Wilmington Area
Cross-trained to provide IT support for four diverse sites, demonstrating versatility and adaptability.
Sites included office environment where Office 365, SAP, Teams, Edge, One Drive were supported and Quick Assist used for remote troubleshooting.
Other environments were manufacturing with apps such as Mearsurelink and Aspen Manufacturing
Research environments utilized applications from Waters, Bruker, Agilent, Thermo Fisher and Perkin Elmer
Kept close record of customer service calls and projects with Service Now and formerly, Remedy
MS Active Directory utilized extensively for password resets, elevating to site Admin Privileges, adding/removing users to security groups, enabling and deleting machine accounts and adding security functions to service accounts
Conducted regular system maintenance and updates to ensure optimal performance and security.
Assisted in the implementation of new technologies and software, enhancing productivity and user experience.
Provided training and guidance to end-users, promoting self-sufficiency and reducing reliance on IT support.
Maintained accurate documentation of IT processes and procedures with Service Now, facilitating knowledge sharing and troubleshooting.
Demonstrated strong problem-solving skills and attention to detail in diagnosing and resolving complex technical issues.
2001 - 2010
Level 2 Lab PC Support
Dupont Company - Stine Research Center
Provided comprehensive technical support for 250 on-site laboratory PCs, ensuring smooth and efficient operations.
Troubleshot hardware
Dell Tower PCs
Agilent, Waters, Themofisher and Bruker Chromotography instruments
Thermo Fisher Mass Spectrometry instruments
Agilent Open Lab and Thermo Fisher Xcaliber software
Connected PCs to Instruments and ensured that software was communicating with the instrument
Conducted regular maintenance and updates to ensure the security and stability of the laboratory PC environment.
Assisted in the procurement and inventory management of computer equipment and peripherals.
Developed and delivered training programs to enhance end-user knowledge and proficiency.
Maintained accurate documentation of support activities and implemented best practices for efficient issue resolution.
2000 - 2010
Desktop Technician
DuPont Company - Wilmington Area
Provided comprehensive on-site and remote technical support to users across three sites, ensuring minimal downtime and maximum productivity.
Proactively identified and addressed potential IT problems, minimizing disruptions to workflow.
Collaborated with cross-functional teams to implement system upgrades and enhancements, improving overall system performance.
Conducted user training sessions to enhance IT literacy and promote self- sufficiency among employees.
Managed and maintained an inventory of IT assets, ensuring accurate tracking and timely replacement of equipment.
Developed and implemented IT policies and procedures, ensuring compliance with industry standards and best practices.
Demonstrated strong problem-solving skills and attention to detail in resolving complex technical issues.
- Current
DuPont Company
Education
1991 - 1995
Goldey Beacom College
Business Curriculum
1974 - 1976
University of Delaware
Contact this candidate