Results-driven Technical Support Specialist with expertise in troubleshooting hardware, software, and network issues. Skilled in diagnosing technical problems, providing remote and in-person support, and ensuring seamless IT operations. Strong communicator with a customer-focused approach, adept at delivering effective solutions and enhancing user experience. Proven ability to manage multiple tasks, collaborate with cross- functional teams, and maintain system efficiency in fast-paced environments. Skills

Problem-solving

Communication

Customer service

Adaptability

Time management

Troubleshooting and diagnostics

Windows and macOS administration

Networking (TCP/IP, DNS, VPN)

Software installation and configuration

Remote desktop support

Professional Experience

Technical Support Specialist

Moran Towing Corporation

Diagnosed and resolved hardware, software, and network issues, ensuring minimal downtime for end-users. Provided technical support via phone, email, and chat, maintaining a 95%+ customer satisfaction rating. Installed, configured, and updated operating systems, applications, and security protocols. Trained end-users on troubleshooting techniques and best practices to enhance system efficiency. Documented technical issues and solutions in a knowledge base, improving resolution time by 30%. Help Desk Support Analyst

Ascension Health System

Provided technical support for hardware, software, and network-related issues, ensuring timely resolution of user concerns. Managed and prioritized help desk tickets using IT service management tools, reducing response time and improving user satisfaction. Assisted in system upgrades, software installations, and troubleshooting, ensuring minimal disruption to business operations. Created and maintained technical documentation and user guides to improve knowledge sharing and efficiency. Collaborated with IT teams to implement security protocols, conduct system audits, and ensure compliance with company policies. Remote Help Desk Support

Discover Card

Provided technical support to end-users via phone, email, and remote desktop tools, resolving 90% of issues on first contact. Diagnosed and troubleshot software, hardware, and network connectivity problems across Windows and macOS environments. Managed user accounts, permissions, and access controls through Active Directory and other IT management platforms. Documented technical issues, solutions, and troubleshooting steps in a ticketing system to improve knowledge sharing and efficiency. Assisted with software installations, updates, and system configurations to ensure optimal performance and security compliance. Onsite Help Desk Support

City of Jacksonville Beach

Provided technical support for hardware, software, and network issues, ensuring minimal downtime for end users. Installed, configured, and maintained computer systems, printers, and peripheral devices in a corporate environment. Diagnosed and resolved Level 1 & 2 support tickets, escalating complex issues to senior IT staff as needed. Assisted with user account management, including password resets, access permissions, and Active Directory updates. Conducted routine system maintenance, software updates, and security patches to enhance system performance. Onsite Technical Support II

One Call Medical

Provided advanced troubleshooting and technical support for hardware, software, and network-related issues in a fast-paced onsite environment.

Installed, configured, and maintained enterprise-level IT systems, ensuring optimal performance and minimal downtime. Collaborated with cross-functional teams to resolve escalated technical incidents and improve overall system efficiency. Conducted system upgrades, patch management, and security compliance checks to safeguard company data and infrastructure. Delivered end-user training and support, enhancing productivity and reducing recurring technical issues. Contract On-site Support: Senior System Engineer

Deutsche Bank

Provided advanced troubleshooting and technical support for enterprise-level systems, ensuring minimal downtime and optimal performance.

Led on-site system deployments, configurations, and upgrades, aligning IT infrastructure with business objectives. Diagnosed and resolved complex hardware, software, and network issues, collaborating with cross-functional teams for swift resolution. Developed and implemented security protocols and best practices to safeguard critical systems and data integrity. Delivered technical training and mentorship to junior engineers, enhancing team capabilities and operational efficiency. Contract Remote Support: Help Desk Support Level 2/3 Bank of America

Jacksonville, 32246 Florida *******@*******.***

05/2019 to 06/2020

Farmington, CT

09/2018 to 05/2019

East Hartford, CT

12/2017 to 08/2018

Berlin, CT

06/2016 to 03/2017

Newington, CT

04/2016 to 05/2016

Windsor, CT

11/2010 to 02/2012

Hartford, CT

07/2010 to 08/2010

New Britain, CT

03/1998 to 11/2001

Hartford, CT

01/2010

Plantsville, CT

East Hartford, CT

Provided Level 2/3 technical support for end users, diagnosing and resolving complex hardware, software, and network issues remotely. Managed and maintained Active Directory, user account provisioning, and security permissions to ensure seamless system access. Performed advanced troubleshooting for VPN, remote desktop, and cloud-based applications to support distributed teams. Created and updated detailed documentation, knowledge base articles, and technical procedures for end-user support. Collaborated with cross-functional IT teams to implement system upgrades, patches, and security protocols for optimal performance. Onsite Senior System Support Engineer

Cognizant @ Connecticare

Provided advanced troubleshooting and technical support for enterprise-level hardware, software, and network systems, ensuring 99.9% system uptime.

Led onsite IT infrastructure upgrades, including server migrations and workstation deployments, reducing downtime by 30%. Collaborated with cross-functional teams to implement cybersecurity best practices, improving threat response time by 40%. Developed and maintained detailed technical documentation and training materials, enhancing team efficiency and knowledge sharing. Managed system performance monitoring and proactive maintenance, preventing critical failures and optimizing resource utilization. System Support Technician

NSC Global @ Conduent

Provided technical support for hardware, software, and network issues, ensuring minimal downtime for end-users. Installed, configured, and maintained operating systems, applications, and security updates across company devices. Diagnosed and resolved system errors, connectivity issues, and performance bottlenecks through troubleshooting and root cause analysis. Assisted in the deployment and management of IT assets, including desktops, laptops, and peripherals. Documented technical procedures, user guides, and issue resolutions to improve team efficiency and knowledge sharing. Windows 10 Deployment Support Technician/Trainer

Eversource Energy

Provided end-to-end support for Windows 10 deployment, including imaging, configuration, and troubleshooting. Trained end-users and IT staff on Windows 10 features, security policies, and best practices. Resolved compatibility issues with legacy applications and hardware during migration. Developed technical documentation and training materials to streamline deployment processes. Assisted with Group Policy configuration, software installations, and system optimizations for enterprise environments. EPIC GO-LIVE Support Technician

Hartford Hospital HealthCare

Provided at-the-elbow support for end-users during EPIC system implementation, ensuring seamless workflow transitions. Troubleshot system errors and user issues in real-time, escalating critical problems to appropriate IT teams. Conducted on-the-spot training for clinical and administrative staff to enhance EPIC system proficiency. Assisted in system validation, testing, and optimization to improve functionality and user experience. Documented user feedback and system issues to contribute to post-go-live optimizations and future system updates. QA Assistant

Konica-Minolta

Conducted thorough quality inspections to ensure compliance with company standards and regulatory requirements. Assisted in documenting and reporting defects, inconsistencies, and areas for process improvement. Collaborated with cross-functional teams to implement corrective actions and streamline workflows. Performed routine audits and testing to identify potential issues and maintain quality assurance benchmarks. Maintained detailed records of quality assessments and supported continuous improvement initiatives. Desktop IT Technical Support

Aetna

Provided Tier 1 and Tier 2 technical support for hardware, software, and network issues, resolving 90% of tickets on first contact. Installed, configured, and maintained Windows and macOS operating systems, ensuring optimal performance and security compliance. Diagnosed and repaired desktop, laptop, and peripheral hardware failures, reducing downtime and improving user productivity. IT Technician

Hospital of Central Connecticut

Diagnosed and resolved hardware, software, and network issues to ensure optimal system performance. Installed, configured, and maintained operating systems, applications, and peripheral devices. Provided technical support to end-users, troubleshooting IT problems via phone, email, and in person. Senior Desktop Support Analyst

United Health Group

Provided advanced technical support for hardware, software, and network issues, ensuring 99% uptime for end users. Led troubleshooting and resolution of escalated IT incidents, reducing average resolution time by 30%. Managed system deployments, upgrades, and patching for over 500 workstations, ensuring compliance with security policies. Education

Network + course

Connecticut Computer Service

Diploma: Electronics - Computer Technology

Computer Processing Institute

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