Support Specialist Technician

Alicia Clair

Georgetown, TX *****

Phone: 512-***-****

Email: ******.*****@*****.***

Summary

Experienced Support Specialist with a demonstrated history of working in the IT industry. Strong information technology professional skilled in Windows. Passionate about helping clients to get back up and running with minimal down time.

ACCOMPLISHMENTS

Certification of Appreciation from Customers, Co-workers, and Management

Top Performer

Consistently customer survey stats excellent

Microsoft Comprehensive Course

Certificate of completion Customer Service & Support

SKILLS

Bomgar – remote support software

LogMeIn – remote support

RDP -- remote support

WebEx -- remote support

GoToAssist- remote support software

ServiceNow – problem ticket software

Microsoft Active Directory

Microsoft Azure AD

Microsoft Office Suite

VPN Support- Juniper, Cisco

Windows 7/8/10/11

Agile Explorer badge

MAC support

EXPERIENCE

IBM 05/19- Current

Windows/MAC Specialist II - IT Support

* Remotely setup new hire pc

* Troubleshoot Software issues

* Uninstall/Install Software related to Job role

* Install/ update pc and drivers

* Validate currant software configuration

* Apply strong problem-solving techniques for troubleshooting application and hardware issues through active listening

* Engage in team-based project work.

* Support storage infrastructure providing optimal availability

* Perform Disaster recovery

* Manage the installation and integration of the system fixes, updates, and enhancements

* Participate in user group meetings or conduct SME training in problem solving or storage systems management

* Diagnose and resolve complex problems involving software

* Reset 2FA

* Reset intranet passwords

Lockheed Martin Aeronautics 03/18- 05/19

Sr. Desktop Support Technician

* Migrate end-user off windows platform 7 to windows 10 platform

* Perform Pre-site analyst of software

* Validate currant software configuration

* Research Clients problems/issues to increase personal knowledge and familiarity with the supported Client’s configuration and to provide the highest level of support possible

ThyssenKrupp 5/2017-1/2018

Support Desk Level II

* Provides appropriate personnel a precise understanding of user's issues when the problem

needs to be escalated to a higher level.

* Resolve complex PC/laptop issues, including registry, drivers, malicious programs,

firewall and hardware failures.

* Troubleshoot /Diagnose and Resolve Windows applications issues

* Monitor incoming cases and emails and resolves in accordance with Service Level Agreements (SLA).

* Use available support tools to assist the customer and/or recreate the issue.

* Utilize Active Directory to administer Microsoft user and machine accounts

* Managed permissions on local and domain groups.

* Remotely supported client systems via Bomgar, Remote Desktop and Citrix.

* RDP to Office servers, print and file servers, app servers & DHCP servers to administer

support.

* Apply strong problem-solving techniques for troubleshooting application and hardware

issues through active listening

McKesson Corp. 7/2007 – 3/2017

Support Desk Level II

* Provide level 2 technical assistance to external and internal customers on various products

* Troubleshoot technical issues (i.e.: installations, registration, hardware, and software)

* Create and analyze trouble tickets.

* Remote access to user's pc to better understand the issue at hand.

* Escalate calls as an as needed basis.

* Interact and collaborate with development teams when new software released

* Test and provide documentation regarding results

* Create knowledge base documentation for internal and external customer on known

issue with suggested workaround until a more permanent fix is found, tested and

resolve the issue.

* Provide instruction and training when asked on New upcoming products

* Communicate resolutions either via phone or written communication

EDUCATION/Training

Bryant & Stratton Business Institute Syracuse, NY

Degree: Associates

Major: Information Technology

GPA: 3.5 on a 4.0 scale, Graduated with honors, Deans' list

Chattahoochee Technical College Marietta, GA

AC/DC Circuitry

Anatomy & Physiology

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