It Support Customer Service

GARY BIRDSONG **** Gelfield Rd, Knightdale, NC ***45 Phone: 252-***-**** Email: *************@*****.***

Objective: Highly skilled and experienced Computer Specialist with a strong technical background and a passion for providing exceptional IT support. Seeking a challenging position to utilize my expertise in troubleshooting, system administration, and network management.

Summary of Qualifications:

Extensive experience in providing IT support and technical assistance to end-users.

Proficient in troubleshooting hardware, software, and network issues.

Strong knowledge of operating systems, including Windows (XP/7/8/10), Linux, and macOS.

Skilled in system administration, user account management, and security protocols.

Excellent problem-solving and analytical skills with attention to detail.

Effective communicator with the ability to explain technical concepts to non-technical individuals.

Strong customer service orientation and ability to work well in a team environment.

Computer imaging

Webex configuration, Voip setups, fax an printer setups and repair

Setting up users on the domain Desktop/Laptop setup

Bitlocker encryption

Professional Experience: User Support Specialist NC DHHS PH – Epidemiology November 2023- present

Imaging PC using clonevilla

Computer diagnostics and repair

Resolved hardware, software, and network-related issues for end-users.

Configured and maintained MS Outlook, including Exchange or POP, and performed calendar management and sharing.

Troubleshot internet connectivity issues and demonstrated knowledge of DHCP and DNS.

Set up and troubleshoot wired and wireless connections.

Removed viruses and utilized enterprise antivirus software.

Provided support for laptops, desktops, printers, and other peripheral devices.

NcDIT account creations. New user setups, email creation

Utilizing mailman tool for email approval

Training for contract worker

Professional Experience: Technical Support Engineer, Contract work Hacking bits and A3 Global February 2023- November 2023

Setting up computers and printers for RBC bank through contract work from A3 Global

Technical Report Writing for completed testing For Hacking Bits

Infrastructure maintenance and Patching for Hacking Bits

Creating process and procedure documents For Hacking Bits

Professional Experience: Technical Support Engineer, Morrisville NC, Lenovo, NC December 2022 – February 2023

Provided comprehensive help desk support and exceptional customer service.

Resolved hardware, software, and network-related issues for end-users.

Configured and maintained MS Outlook, including Exchange or POP, and performed calendar management and sharing.

Troubleshot internet connectivity issues and demonstrated knowledge of DHCP and DNS.

Set up and troubleshoot wired and wireless connections.

Removed viruses and utilized enterprise antivirus software.

Provided support for laptops, desktops, printers, and other peripheral devices.

Shift Lead Help Desk IT Support, HCL Cary, NC July 2020 – November 2022

Assisted in managing the company's computer systems and network infrastructure.

Supported a wide range of technologies, including Avaya VOIP phones, Android and iOS devices, Windows operating systems, and remote desktop applications.

Performed hardware and software installations, upgrades, and maintenance.

Diagnosed and resolved hardware and software issues for end-users.

Configured and maintained user accounts, permissions, and security protocols.

Conducted regular system backups and implemented disaster recovery plans.

Assisted in network administration, including troubleshooting connectivity issues and managing network resources.

Proficient in ticketing systems like Service-Now and Cherwell.

Provided training and technical support to employees on various software applications.

Collaborated with cross-functional teams to implement new technologies and improve system efficiency.

Supported VPN connectivity and performed Active Directory tasks.

Developed training materials and procedures or trained users in proper use of hardware or software

Sr Desktop Analyst Softcom Systems Inc, Cary NC, July 19 – June 2020

Provided technical support and troubleshooting for hardware and software issues.

Installed, configured, and upgraded operating systems and software applications.

Assisted in managing user accounts and permissions.

Conducted system performance monitoring and optimization.

Assisted in network administration, including managing routers, switches, and firewalls.

Assisted in maintaining system documentation and inventory management.

Education: information System Security

Certifications: Networking Nash Community College

Skills:

Operating Systems: Windows (XP/7/8/10), Linux, macOS

Hardware: Desktops, laptops, printers, scanners

Software: MS Office Suite, Active Directory, Exchange, Remote Desktop Applications

Networking: TCP/IP, DNS, DHCP, LAN/WAN

Troubleshooting: Hardware, software, network

System Administration: User account management, security protocols

Customer Service: Excellent communication and problem-solving skills

References: Available

Contact this candidate