Technical Support Specialist

Ivan E Smith

L.A, Ca. ***** 323-***-**** **********@*******.***

Professional Summary

Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.

Skills

Troubleshooting proficiency

Windows XP/Vista/7/8/10

Exceptional telephone etiquette

MAC OSX

Patient and diligent

LAN aptitude

O365

Active Directory

TCP/IP

Remote IT Implementation

Staff education and training

Work History

Technical Support Specialist, 05/2017 to 07/2019

J. Paul Getty Trust – Los Angeles, CA

Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Explained technical information in clear terms to non-technical individuals to promote better understanding.

Documented all transactions and support interactions in system for future reference and addition to knowledge base.

Fielded average of 25 inbound phone calls to deliver effective support and remotely resolve service issues.

Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Resolved system, hardware and telephone issues within 72 hours, improving efficiency among all departments.

Analyzed Windows and MAC issues to identify troubleshooting methods needed for quick remediation.

Configured hardware, devices and software to set up work stations for employees.

Provided New Employee Training.

Technical Support Specialist, 02/2015 to 11/2016

Modis Professional Services – Los Angeles, CA

Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

Configured hardware, devices and software to set up work stations for employees.

Recorded and maintained relevant notes for each client and work order.

Activated accounts for clients interested in new services.

Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Engaged end-users and answered questions via email, phone, website live chat and in forums.

Developed and tested new product offerings prior to release to assist development team in bug identification.

Senior Technical Support Analyst, 09/2006 to 01/2013

Aramark Career and Uniform Services – Burbank, CA

Duties include helpdesk, server, and network support for all of Aramark sites.

Experienced with MAC, and MS operating systems, XP, 7.

Configuring email accounts in all versions of MS Outlook.

Configuring PDA devices for email, and WIFI connectivity.

Trouble shooting Internet connectivity issues.

TCP/IP, DHCP, DNS.

Installing MS office suite, as well as proprietary software.

Desktop support for in-house Aramark employees.

Trouble shooting proprietary main frame server, and software issues.

First tier Oracle, SQL, MS Access data base support.

Configuring Cisco systems VPN client, and trouble shooting WIFI connectivity.

Cisco systems phone support, as well as software support.

Installing, and configuring WIFI hardware.

Installing, configuring, local, and network printers / scanners.

Citrix Metaframe Administration, and reimaging of Thin Clients.

Assisted in deployment of over 4500 PC's, laptops, PDA's, and mobile devices.

Assisted in migration from NT 4.0 to MS Active Directory 2003.

Created, administered, and modified user accounts via MS Active Directory 2003.

Creating, and posting documentation for hard/software trouble shooting.

Experience with numerous technologies of remote connecting software.

Experience with Remedy, Service now, Touch paper, HP Service Center, & BMC Footprints.

Trained new employees and explained protocols clearly and efficiently.

Education

Associate of Arts: Network and System Administration, 01/2014

ITT Technical Institute - Torrance, CA

Accomplishments

Exceeded monthly goals by successfully handling more than 130 calls per week.

Top representative in department with customer satisfaction surpassing 85%.

Promoted to Senior support analyst.

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