It Support Technician

SUMMARY

Very technical IT Support Technician has terrific troubleshooting and good interpersonal skills to assist customers with computer issues. Possesses a thorough knowledge of computer hardware and software applications. Has a Bachelor’s Degree in Computer Information Systems and years of experience working as an IT Support Technician Professional.

MULTI-CERTIFIED IT HELP DESK TECHNICIAN:

Tier 1and 2 Help Lines Technical Support User Training Software/PC/LAN Troubleshooting

•MCDST, Citrix and CompTIA A+, Network, Security+ certified professional with fourteen years of

help desk experience providing software, hardware, client/server and networking technical support. —

•Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly

diagnosing, troubleshooting and resolving client issues.

•Consistently praised for communicating effectively with both technical and nontechnical users. Known

for excellent problem-solving skills and patience in dealing with end users.

•Attention to detail and ability to follow instructions. Able to multi-task and work in a fast-paced user

environment

Key Skills

•Technical Troubleshooting

•Hardware Configurations

•Offshore Team Collaboration

•Software Installs

•LAN Connectivity

•Problem Diagnosis

•Phone & Online Support

•Client/Server Models

•Preventive Maintenance

•User Training/Support

•Customer Service

•Complaint Handling

•Racking and Stacking in 42u and 52u cabinets

•Cable Management/Server Preparation

TECHNOLOGY PROFICIENCIES:

Process Flows & Call-Tracking Tools: Remedy incident management service processes; HEAT; ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell, Jira) Zerotouch, Zendesk; Freshdesk; Samanage; Desk.com; ServiceNow, iSeries, Service Now, Active Directory Troubleshooting Skill, Synergy Web, Webstation, Jira

Software\Applicatios: MS Office O365 Support,

(Word, Excel, Outlook, PowerPoint, Access, Teams, Lync\Skype); VMware applications; Salesforce; anti-virus programs, Teamviewer, Azure

Browsers:Chrome; Safari; Firefox; MS Edge; IE and Chomre; SeaMonkey Navigator; Opera, Modzilla,

Hardware: PCs, Laptops, Cisco Systems, Printers, Routers, Modems, Mobile Devices, Projectors, AV

Networking: LAN / WAN / VPN / Remote Connectivity, TCP/IP, Wireless, Telephony

Platforms: Windows, Citrix - Riverbed \ XenApp\ Wyse Thin Appliance, NetWare Servers

PROFESSIONAL EXPERIECE:

WTW – Willis Towers Watson October 2022 – Present

1144 W. Washington St.

Tempe, AZ. 85288

Answer, troubleshoot and document support calls and tickets in Jira Ticking System

Assist staff with the installation/imaging, configuration and ongoing usability of desktop computers, laptops, MacBooks, & peripheral equipment and software

Identify, isolate and repair/resolve hardware and software problems

Works with vendor support contacts to resolve technical problems with desktop computing equipment and software

Works closely with Manager to purchase hardware and software

Contribute to technical Support documentation of resolutions, processes, and procedures

Assesses functional needs to determine specifications for purchases

.

INTEL CORPORATION

5000 W. Chandler Blvd.

Chandler, AZ. 85226

Computer Laboratory Technician II April 2022 – July 2022

Responsible for configuring and bring up to standard PC systems, as well as rack mounted servers and netnetworking equipment such as routers and servers

Windows and Linux system administration including networking. Integration KVM and PSU with computers.

Install typical Windows and Linux (Ubuntu) software on systems, and Virtual Machine creation and maintenance. Teamviewer, Azure software tools

Perform tasks with moderate supervision, strong debug skills with some scripting knowledge on windows and linux

Support for NUCS and RTX AI Equipment

ROSE INTERNATIONAL for

UNION BANK (MUFG)

1101 W. Washington Street

Tempe, AZ. 85281

Sr. Desktop Support Technician May 2020 – July 2021

Responsible for the support of Computer Connection Requests (CCR) using ServiceNow Ticketing.

Verify and Release 30-40 CCRs daily to the technician for fulfillment.

Communicates regularly with end-users providing an ETA.

Escalates CCRs to technician regarding scheduling of software.

Assists routing end-user questions to other areas as appropriate; responds as appropriate and/or refers to supervisor or other area as needed.

Refers problems to appropriate person when technicians’ best efforts cannot resolve.

Service Desk Escalation Team

Major Responsibilities: Works in a team as a team member. 100% Responsible for CCRs verifying and releasing software and hardware requests to the technicians. Ensures adherence to bank policies and requirements.

BANK OF AMERICA

2505 W. Chandler Blvd. Chandler, AZ. 85224

Technical Production Support Analyst October 2018 – April 2019

Remedy Ticketing System exceed performance targets and goals

Basic troubleshooting of Microsoft applications and proprietary systems

Excellent customer service

Win XP/7/10, Mac OS X, Microsoft Office, Cisco/VOIP, Blackberry, Iphone /Ipad Android

AMERICAN AIRLINES

Largest Airline in the World

Fortune 500 company ranked 67 with revenue of $40 billion

2021 W. Rio Salado Pkwy.

Tempe, AZ. 85281

Associate Desktop/Field Services Technician Level 3 January 2018 – July 2018

Assist employees regarding all facets of end-user computing

Red Carpet system upgrade over 300+ employees and Cherwell ticketing/asset tag system

Software/hardware installs, upgrades and overall maintenance of PC desktop/laptop systems and peripherals

Windows/TCPIP environment

Configures, installs, monitors and maintains IT users' desktop software and hardware

Support mobile workforce

Provides consultation to IT users for all aspects of end-user computing and desktop-based LAN systems software

Provide on-site training to users

Contribute as desktop projects team member (global installs/upgrades/preventative maintenance)

Troubleshoot and collaborate with other departments to assist with infrastructure related issues

Recover data from hard disk drives and/or perform data migration

Install and configure local and network-based printer

APPLE

Worlds largest Information Technology Company in revenue

Fortune 500 company ranked third with net sales or revenues of $229 billion

3740 S Signal Butte Rd.

Mesa, AZ. 85212

Data Center Technician November 2017 – January 2018

Racking and Stacking Servers cabinets 42u and Network cabinets 52u cabinets in a Data Center environment

Cable Management-Server preparation-Server install

Installing of Routers, Patch Panels, Switches, UPS’s, Power Strips

Working with hand tools for rack mounting hardware

Following ticketing system for requests- Maintaining accurate documentation on closed requests and installs.

CDW

Fortune 500 company ranked 199 with net sales or revenues of nearly $14 billion

1850 E. Northrop Blvd Suite 200

Chandler, AZ. 85286

Sr. Technology Support Technician February 2003 – June 2017

●Helped facilitate the opening of new office location in Chandler Arizona

●Managed and coordinated projects to setting up building network infrastructure

●Managed the company’s first facility in migrating to Citrix Virtualization environment

●Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota)

with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes, well below 7-minute goal.

●Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems

Main Responsibilities:

●Helped facilitate the I.T. Infrastructure set up in Arizona and Virginia office location

●Managed and coordinated projects to setting up building network facility

●Provide technical call center support to employees for network infrastructure, laptops,

and internal desktop

●Lead both daily and weekly software installation projects

●Resolved system issues including coordination between users and other IT personnel.

●Escalated more complex issues to intermediate or senior level support specialists.

●Maintained passwords, data integrity, and system security for the desktop environment

●Simulated or recreated user issues to better understand and resolve reported problems

●Installed, configured, and troubleshot computers, printers and other peripherals

●Performed preventative maintenance, testing, and repair of computer hardware

●Evaluated system configurations and software to ensure effective use of hardware resources on server upgrades with Citrix and Riverbed hardware install in facility

●Planned, organized, and prioritized outstanding issues through projects and cases.

●Mobile wireless device support (Ipads, blackberry’s, AnDroids, Iphones).

●Conducted side by side call assistance for escalations and provided helpful feedback

●Hardware upgrades (Laptops, Desktops, Monitors)

●Boardroom/Conference Room setup projectors, video conference equipment

●Conducted Avaya communication phone systems and AV equipment setup

●Cisco Unified systems both IP phones and AV equipment upgrades and New Hire Setup

CDW

200 N. Milwaukee Ave.

Vernon Hills, IL. 60061

Configuration Center Technician February 2001-July 2003

●Provided hardware and software custom configuration services such as imaging of systems software and hardware providing a highly complex enterprise preconfigured systems for customers.

●Preloaded proprietary or OEM software along with network settings

●Handled pre configured systems with exact customer specifications ready for plug and play.

●Setup rack configuration that include enclosures, servers’ routers, switches, KVM and blade servers.

●Led quality control process ensuring fast, accurate deployment with QC checks, unique packaging and burn in process to check for proper component functionality.

EDUCATION:

Robert Morris University, Chicago, IL

Associate Degree Business Administration – December 1998

Bachelors in CIS (Computer Information Systems) Networking - December 2000

●Undergrad Cumulative Grade Point Average 3.3/4.0

●Outstanding Scholar Award

Grand Canyon University, Phoenix, AZ

Masters of Science (MS) Cybersecurity (in progress): anticipated graduation 2022

CERTIFICATIONS:

A+, Network +, Security +

Citrix XenApp Help Desk Support / Pursuing CCP-V Citrix Certified Professional – Virtualization

Lenovo/IBM Desktop and Laptop Certified / HP Certified

VOLUNTEER WORK EXPERIENCE:

In 2006, actively worked with Habitat for Humanity in conjunction with First Baptist Church of New Orleans, on the Baptist Crossroads Project rebuilding homes and fighting poverty housing in the Upper Ninth Ward after Hurricane Katrina.

REFERENCES:

Available upon request.

Contact this candidate