Technical Support Specialist

James Mason

Technical Support Specialist/IT Technician

***********@*****.***

Customer Service SharePoint Service Now

Network Setup Password Reset Active Directory BMC REMEDY

Microsoft Magic Port Activation Troubleshooting Beta Testing Network Break Fix

Printer Issues

Summary:

CompTIA May 2022 · CompTIA Security+ May 2023, HP, Dell, Microsoft OS, HP, Lenovo, Dell Certifications. Result-oriented Technical Support Specialist with more than ten (10) years of diversified experience in providing technical information/assistance on configuration, setup, maintenance and initial troubleshooting of client standard computer systems, hardware and software.

Excellent experience in handling calls from a wide array of individuals.

Worked as IT Support Specialist with State and local government client such as State of Maryland public System, Prince Williams County Schools VA., State of North Carolina, Virginia, California, Nevada, Arizona, NY, New Jersey, Kuehne & Nagel and more.

Strong experience in providing best effort support for technical information/assistance on non-standard computer systems, hardware and software.

Experience in using Active Directory, VMware, Power-Shell, SharePoint set-up new user accounts.

Proficient in using of MS Office 365.

Rich experience in managing ticketing system, tier 1, 2, 3, BMC, REMEDY, Quick base, ServiceNow.

Experience in configuration, setup, and maintenance for computer systems, hardware and software.

Good experience in technical support for software development, testing, trouble shooting, beta testing and upgrading.

Extensive experience in providing technical support via Remote, Via internet & over the phone for customer support.

Experience in possessing well develop interpersonal skills, ability to motivate and direct others in a supportive, cooperative team environment.

Comfortable working in a fast-paced environment – Good written & verbal communication and interpersonal skills. Tier II/III contact for onsite/offsite users of 1200+ on technical issues and IT related services. Ensured proper functionality of computers/network, resolving issues such as bugs, interruptions and breaches.

Education:

Certificate of Applied Science: Cyber Security

University of Maryland Baltimore County- Catonsville, MD

Computer Sciences, Business, Information Systems

Frostburg State University- Frostburg, MD

Work Experience:

SSA 3/2022 to present

The Office of Systems' Social Security Administration Technology Assistance Center

Business Analyst II – Desktop Technician II

Provides technical assistance to the entire SSA community, located in Headquarters and Field offices. STAC analyst support SSA’s laptop software via phone, email, or in person one-on-one desk-side help to customers stationed at SSA Headquarters.

Provide first-line technical support via phone, email, and remote assistance for SSA employees.

•Diagnose and resolve software, hardware, and networking issues, escalating unresolved cases as

needed.

• Maintain system compliance by ensuring all security patches and updates are installed.

• Document incidents and resolutions in ServiceNow ticketing system.

• Support deployment of imaged laptops and ensure proper software installations.

• Assist users with Microsoft Office applications, VPN connectivity, and internal IT tools.

Key Achievements:

• Reduced average ticket resolution time by 20% through proactive troubleshooting.

• Developed internal knowledge base to improve issue resolution efficiency.

• Supported seamless deployment of system upgrades and patches.

HCL 8/2021 to 1/2022

Lead Desktop/Deskside Support Technician

Provide client support, troubleshoot and resolve IT Support issues (Desktops and connected peripherals, Laptops, Mobile Devices Desk phones) for internal users and conference rooms.

Resolve incoming trouble tickets. Tickets are communicated through email, chat, web portal, phone calls, and direct walk up and resolved in ServiceNow.

Resolution including basic Operating System (Windows & Mac), hardware and Basic networking issues.

Escalating to next level for assistance, if the issue is not resolved by desktop support Analyst.

Hardware support, Laptop provisioning, Imaging and Desk setups.

Mobile-device set-up support for Mobile devices assist Authorized Users with installation, configuration, and troubleshooting.

Printer set-up and support, Desktop and laptop image deployment and configuration, deployments and terminations.

Asset inventory- updating and reporting hardware equipment and peripherals.

Manage inventory and reporting of all laptops, desktops, and related desktop peripherals to ensure stock levels always meet service delivery needs.

Transporting equipment between buildings for user deployment and vending machines.

Provide desk-side, break-fix, hard IMAC, soft IMAC, Walk-up bar, onsite testing of replacement devices to ensure proper operation of all in-scope Sites. Provide support for desktops, laptops, mobile devices, printers.

Northrop Grumman 5/2021 to 8/2021

Desktop Support Technician

Dell Desktop/Laptop, Client Desktop/Laptop/Printer, Lenovo

Lexmark, IBM Printer, Server +.

MS operating system software, MS Office applications.

Desktop hardware, peripherals, imaging tools, network configuration, software installation and configuration.

Executive support.

Smart Hands activity: Physical device count survey, basic patching, LED verification, crash cart assistance (console recorder/reporter), power cycling (reboot of equipment), replace media (i.e. USB thumb drive, DVD) cutouts.

Top Prospect Consulting 8/2020 to 6/2021

Technical Support Technician

Performed comprehensive customer service

Conducted inspections of desktops, laptops, monitors, LCD’s, CRT’s and printers.

Assessed working condition of hardware and administered necessary repairs.

Inventory control and merchandise management.

A variety of installation functions for cabling systems such as Ethernet, CAT5, CAT6 and fiber optic.

Installation of equipment, cable tray, seismic anchoring systems, and floor tile cutouts.

Perform on-site analysis, diagnosis, and resolution of EUC problems for end-users, and recommend and implement corrective solutions for repairs. Diagnosis trouble shooting JP Morgan Chase AV/Services.

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