IT Support Practitioner
Resume:
Alex Lavin
Acworth, Georgia *****
United States
470-***-**** (mobile)
**********@*****.***
Employment
Hexaware
Technical Support Analyst
Provide support to Jeppesen/Boeing Employees regarding software installation, account management, hardware/software troubleshooting, and account creation all either over the phone, email, or remote desktop connection. I also co-manage the team inbox and provide troubleshooting assistance to fellow team members. My work came in the forms of phone call, ticket submission, and email.
●Active Directory management
●Oracle account management
●Bomgar remote access
●Citrix image troubleshooting
●Software uninstalls/installs
●Share drive mapping/access
●Microsoft Office troubleshooting
CGS
Technical Support Tier 2
5/2017 - 12/2017
Provide support to IHG hotels networks and computer hardware via over-the-phone support and remote connection support via Bomgar to Windows and windows server systems. As well as assist Tier 1 agent with troubleshooting their tickets.
●Assist with Tier 1 issues.
●Windows Server re-imaging.
●Raise Priority 1 issues to team.
CGS
Technical Support Tier 1
3/2013 - 5/2017
Provide support to IHG hotels networks and computer hardware via over-the-phone support and remote connection support via Bomgar to Windows and windows server systems.
●Ensure the Window servers are regularly rebooted and backed up at the hotel site.
●Assist with personal active directory account issues.
●Resolve internet outages to network outages.
●Troubleshoot Opera and Holidex issues.
Education
ITT Technical Institute
Associate's Degree Computer Networking Systems
9/2010 - 9/2012
Skills
Microsoft Windows
ServiceNow
Bomgar
ShadowProtect
Troubleshooting
Windows Server
Microsoft Office
Citrix
IP Addressing
Server Restore
Cisco IP Communicator
Active Directory
Computer networking
Routers and Switches
Computer Programming
VMWare
Associations
National Technical Honor Society
09/2012 - Present
Certifications
AWS Cloud Practitioner
01/2019
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