Support Specialist Technical
Resume:
Angela Alati
*******@*******.***
SUMMARY
•Technology Support Specialist
•A result-oriented and certified technologist known for outstanding technical and customer service support to end-users in corporate, manufacturing, and R&D environments.
•Unique candidate with excellent oral, written, and interpersonal communication skills and has proven success in contributing to a team-oriented environment, as well as functioning independently with minimal supervision.
EXPERIENCE
06/2024-10/2024
Insight Global Technologies
4 Month Project Contracted
Dupont - Connected Labs Migration Project Field Tech Auburn Hills, Midland, MI – Field Tech Project Support
•Responsible for performing on-site or in-house servicing, repair and installations for the Connected Labs Project. Completed the following onsite activites:
1.Install of Security Software on to designated Lab Computer's at DuPont locations
2.Connectivity in the Network Closet for each lab computer to the new OMN Switch, trace troubleshoot any connectivity issues
3.Update daily and coordinate with independent Lab Managers for scheduling installations of software and cutovers
4.Update daily Sharepoint Documentation of the daily events.
5.Created and assisted with site documentation for future projects that will occur in 2025.
•Provided Technical support activities including recognition, research isolation, resolution and follow-up, associated with the identification, prioritization and resolution of reported problems associated with project.
Project completed on October 31, 2024, with the completion of the DuPont Midland, MI site.
09/2021 – 06/30/2023
TEK Systems, Southfield MI
University of Michigan Medicine
Remote HITS Service Desk Support
•First point of contact for Computer Software / Hardware related issues
•Provided first call resolution responsible for analyzing issues and then performing troubleshooting steps.
•Responsibly reported all the issues which have been resolved and maintained an accurate record in ticketing system.
•Performed Password Resets AD / LDAP / Main Frame
•Utilized Remote Desktop Apps for connecting to the Laptop / Desktop and correcting software / hardware issues.
•Provided accurate feedback via Client recognized methods.
•Provided Level 2 Support callbacks to customers.
•Troubleshooting IPADS, Tablets, Printer’s issue remotely
11/2019 – 11/2019
Tek Systems, Southfield MI
Conagra (Contract)
Imlay City, MI
Project Deployment PC Upgrade
•2 Week project deploying Windows Laptops and Desktop for Conagra WIN10 Migration
•Responsible for performing on-site or in-house servicing, repair and installations.
•Provided Technical support activities including recognition, research isolation, resolution and follow-up, associated with the identification, prioritization and resolution of reported problems.
•IPAD Setup/Troubleshooting
06/2019 – 09/2019
Huntington National Bank (Contract)
Flint, MI
Help Desk Analyst
•First point of contact for Computer Software / Hardware related issues
•Provided first call resolution responsible for analyzing issues and then performing troubleshooting steps.
•Responsibly reported all the issues which have been resolved and maintained an accurate record in ticketing system.
•Performed Password Resets AD / LDAP / Main Frame
•Utilized Remote Desktop Apps for connecting to the Laptop / Desktop and correcting software / hardware issues.
•Provided accurate feedback via Client recognized methods.
•Provided Level 2 Support callbacks to customers.
•Troubleshooting IPADS, Tablets, Printers issue remotely
05/2014 – 05/2019
General Motors
Pontiac, MI
IT Technician / Deskside Support
•Responsible for performing on-site or in-house servicing, repair and installations.
•Provided Technical support activities including recognition, research isolation, resolution and follow-up, associated with the identification, prioritization and resolution of reported problems.
•Performed general maintenance, troubleshoots, and repaired computer systems.
•Utilized internal Test Systems Ticketing System to document all trouble tickets.
•Performed Global Test Bed verification for Germany, Italy, Brazil, Korea, China
Key Achievements:
•Hired into General Motors
•Provided Support to Pontiac Powertrain Headquarters Test Cell Wings / Hybrid / Non-Firing / FCA / PPO
•In-Depth Knowledge of troubleshooting issues related to the Test Cells
•Documentation for Cell’s Capabilities
•Inventory Control
•Asset Management for spare hardware
•Project Management GEM110 Refresh
•Project Management Zeiss PPO Refresh
08/2010 – 05/2014
CompuCom Systems (Contract)
Pontiac, MI
Client SME Support
•Responsible for performing on-site or in-house servicing, repair and installations.
•Provided Technical support activities including recognition, research isolation, resolution and follow-up, associated with the identification, prioritization and resolution of reported problems.
•Performed general maintenance, troubleshoots, and repaired computer systems.
•Utilized internal Test Systems Ticketing System to document all trouble tickets.
•Performed Global Test Bed verification for Germany, Italy, Brazil, Korea, China.
Key Achievements:
•Hired into CompuCom as a Full Time Employee October 2011
•Successful refresh of 160 PC’s in 30 days February 2011
•Remediation McAfee issue 200 PC’s refreshed in 11 days March 2012
•Project WIN7 / 2012 Refresh – Documentation of all PC’s on site supported.
•Ordered Inventory as needed and document.
•HP Warranty Repair Certified
•INCA Project Refresh 2013
10/2004 – 03/2010
Mir, Mitchell & Company LLP / Accenture
Contract to Celanese/Ticona
Auburn Hills, MI
Remote Desk Side Support Technologist
•Veteran member of a Single Point of Contact (SPOC) Support Team that is a mix-model of virtual and on-site support technologists, provided support via phone, e-mail, instant messenger, and remote desktop support to 8,000 customers for a long-term managed infrastructure service contract.
•Monitored incidents in multiple support queues, troubleshot with end-users until resolved, and documented the solution in IMS Tool
•Performed preventative maintenance on PC Desktops and Laptops, system backups and recovery, and coordinated repairs through hardware vendor’s maintenance agreement.
•Documented and maintained the client site’s hardware inventory, as well as audited software licensing to ensure legal compliance.
•Responsible for installs, upgrades and troubleshooting of site LAN / WAN issues.
•Monitored, installed, and troubleshot issues with circuits, modems, and servers and remain on-call 24 / 7 for hands on support of servers at client site.
•Short-term project assignments included: PC Refreshes, Executive Meeting Support, and installing server and network hardware at client’s warehouse locations.
Key Achievements:
•Promoted from local Desk side to Remote Desk Side Services April 2006
•Successful Migrations of 2000 Users to New Dell Laptops and Desktops
•Excellent record of being the “Go to Person” for resolving Client problems, and or identify the requirements of the Client.
11/1998 – 01/2004
Securitas Security
Flint, MI
Technical Support Coordinator
•Provided Technical Support for 9 General Motors accounts and SPO accounts across the United States
•Troubleshot and evaluated all hardware issues and reported to customer the solutions and actions taken to resolve the issues.
•Supervised between 2-4 General Motors electricians and scheduled daily work.
•Evaluated and requested quotes from vendors for Access Control / Fire Systems
•Created documentation and trained new Security Officers on Access Control / Fire Alarm Systems
•Researched and resolved customer issues related to Access Control / Fire Systems
•Provided Technical Management and support for alarm systems, access control systems, proprietary fire alarm systems, video systems, CCTV.
•Responsible for hardware and software configuration of Sensor Panels, door readers, and video cameras
•Provided Technical Support 7 / 24 -365 days a year.
•Maintained and processed all equipment requests, quotes, and scheduling of outside Vendors.
•Required to maintain and audit Access Control Personnel Database, maintain backup tapes.
•Generate confidential reports for Executive Managers
SKILLS
•
•Incident Management
•PC Assembly / Repair
•Escalation Management
•Application Support
•Data Backup & Recovery
•Executive & Senior Management Support
•Technical Writing & Documentation
•Network Troubleshooting
•Domestic & International Travel
•Platforms
•Windows 9x / NT / 2000 / XP / Vista / Win7 / WIN 10
•Networking
•TCP / IP
•DHCP
•Static IP
•Ethernet
•Wired
•Wireless
•VPN
•Microsoft Office Suite 2000 / 2003 (Word, Excel, PowerPoint, Outlook
•Internet Explorer
•Firefox
•Remotely Anywhere
•Microsoft Communicator
•Symantec Antivirus & Firewall Client
•Microsoft Forefront Security Client
•BMC ITSM Remedy
•PKZip
•Norton Ghost
•SharePoint
•PC Desktop & Laptops (IBM / Lenovo, Dell, Hewlett-Packard)
•Routers
•Servers
•Tape Libraries
•Modems
•Circuits
•Local Inkjet Printers
•Network LaserJet Printers
•Multi-Functional Printers
•Scanner / Fax / Copier Machines
•Webcams
•Digital Cameras
•External Storage Devices
EDUCATION
1983
Augsburg Germany American High School
Augsburg, Germany
High School Diploma
CERTIFICATIONS
New Horizons Computer Training Center – Information Technology CompTIA A+ Software & Hardware
Microsoft Office Specialist (Outlook 2003)
HP / Dell Certified 2013 – 2019
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