Support Specialist Technician

Objectives

Looking to obtain a position as an IT specialist with IT Technical Institute. More than 10 years of experience in the IT industry, and 52 hours of Associates Applied Science, CS/Cyber Info Security at OCCC.

Computer support technician overview

Set up workstations with computers and necessary peripheral devices (routers, printers etc.)

Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality

Install and configure appropriate software and functions according to specifications

Develop and maintain local networks in ways that optimize performance

Ensure security and privacy of networks and computer systems

Provide orientation and guidance to users on how to operate new software and computer equipment

Organize and schedule upgrades and maintenance without deterring others from completing their work

Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)

Provide onsite and remote end user support of computers, peripherals, and applications.

Experience

NTT DATA-Field Tech Analyst

Oklahoma City, Oklahoma

06-01-2020 to Present

The Field tech Analyst will provide support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, and maintaining all desktop equipment, printers, software applications and mobile devices to ensure optimal performance. Support will be performed in person (on-site users) or via telephone/remote control (off-site users).

- Ensure proper day-to-day operation of technology applications and equipment by identifying, researching and resolving technical problems.

- Provide deskside assistance to resolve technology issues and provide how-to knowledge transfer to end users on a variety of computer-related issues.

- Perform scheduled moves, installations, and cancellations, as well as other MAC-related tasks.

- Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff.

- Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to escalate issues not resolved at this level to management.

- Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention.

- Ensure all tickets are resolved within documented service levels.

- Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problem.

- Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs.

- Possess excellent presentation, verbal communication and written skills.

- Provide technology refresh support as needed.

- All other tasks as assigned.

Office of Management and Enterprise Services-Workstation Support Specialist

Oklahoma City, OK

07-24-2017 to 05-31-2020

Provide support for desktops, peripherals, and mobile devices (phones and tablets). Handle tier one support on Security Software and Active Directory Administrator for resetting of passwords and adding and removing computers from domain, and scan computers for viruses.

Act as Workstation Support Specialists for the OMES help desk; troubleshoot network connections, diagnose hardware errors and failures, and install hardware in desktop PC's, laptops, and servers. Install and configure printers and load print service drivers on a centralized print server. Assist with the installation of operating systems and applications and perform triage to determine which issues need escalation to tier 2 staff.

Resolve end-user computer issues in a Microsoft Windows and Office 2010 environment. Deploy new computers using prepared templates, as well as scratch-building new templates and one-off workstations. Handle minor servicing of printers, including toner and drum replacement, clearing jams, and cleaning. Handle daily monitoring of OMES Computer Solutions Center' inbound calls, work requests in 'Track It,’ Cherwell Service Management and inbound e-mail.

Department of Environmental Quality- Desktop Support Technician

Oklahoma City, Oklahoma

10-19-2015 to 07-23-2017

The Desktop Support Technician is responsible for helping to maintain company PCs, printers, servers, and related equipment. Tasks include end user support, hardware tracking, and coordinating PC maintenance, upgrades, configurations, etc.

Mac’s by Sonny

Blanchard, OK

IT Tech

05-1995 to present

Worked on hardware and software for customers, also worked on Network hardware such as WAN, LAN and WLAN). Maintained Data center backup battery’s and replaced when broken. Supporting Video Conferencing and user account administration. Support is extended to users both in the office and traveling out of the office for business. Procuring IT assets/devices to maintain support ability of workspace environment while remaining under budget.

Anheuser-Busch – Sales Representative Coordinator

05-1986 to 07-2014

Oklahoma City, OK

Maintained retail call frequency to include the following structured selling process, maintained inventory levels, building and restocking of merchandise. Booked displays, and was the permanent point of sale placements, selling in additional shelf space, rotate product and filling shelves. Planning promotion activities and follow-up on deliveries.

Education

Oklahoma City Community College – Oklahoma City, OK

08-2014 to Present

Degree - Associates Applied Science

Major – Computer Science

Minor – CS/Cyber Info Security

GPA 3.85

Certifications

Certificate of Mastery in Computer System Support - Oklahoma City Community College - Issued 5-15-15

Certificate of Mastery in Network Support – Oklahoma City Community College – Issued 5-15-15

Certificate of Accomplishment in Cyber Security – Oklahoma City Community College – Issued 6-15-16

References

Chance Morgan – Office of Management and Enterprise Services

******.******@****.**.***

Michael Wilson - Office of Management and Enterprise Services

*******.******@****.**.***

Bobby Finch – NTT data

*****.*****@*******.***

Contact this candidate