Technical Support Specialist with IT Expertise

JEAN SOFFER

St. Louis, Missouri * www.linkedin.com/in/jeansoffer * *****@*******.*** * 213-***-****

TECHNICAL SUPPORT SPECIALIST

IT support professional with experience in customer service, training, maintaining supply inventories, equipment facility moves, software and hardware support, installation, and configuration. Open to part time, remote.

KEY SKILLS

Customer Service Organized Inventories

Training Accuracy Detail Oriented

Problem Resolution Software Support

TECHNICAL SKILLS

Microsoft Office Suite SharePoint VLookup (entry level) Microsoft Outlook Active Directory HTML 4

ServiceNow Azure RingCentral

LMS pin reset SCCM Microsoft Intune (Endpoint Mgr.) EDUCATION

Bachelor of Science (B.S.), Information Technology, University of Phoenix, Tucson, AZ Associate of Applied Science (A.A.S), Electronics, Austin Community College, Austin, TX CERTIFICATION

A+ Certification from CompTIA, Tucson, AZ

EXPERIENCE

Excell Staffing (at Waters, Inc.), Fully Remote

EUS Incident Analyst

December 2021 to May 2023

Software and hardware troubleshooting and support on Dell and Lenovo laptops. Used tools such as Active Directory and ServiceNow. Also use of Global Protect VPN, Adobe Administrative Center, SAP, Azure, Microsoft Intune (Endpoint Manager) and Teams. National Veterinary Associates, Agoura Hills, CA

IT Support Tech

June 2021 to November 2021

Software and hardware troubleshooting and support on Lenovo laptops in a call center environment. Used tools such as Active Directory and ServiceNow. Imaged systems for re-deployment. Use of Coupa for ordering supplies and "Home Kit" for remote users. Also use of Duo, SentinelOne, Global Protect VPN, RDP and TeamViewer.

Insight Global (at Woodward, Inc.), Valencia, CA

IT Support Analyst II

March 2021 to June 2021

Position involved software and hardware troubleshooting and support on Dell desktops and laptops in an enterprise-wide environment, supporting users both on site and remote. Used tools such as Active Directory, SCCM, McAfee and RCM ticketing system. Additional duties included wiping systems for e- waste and re-imaging, with some iPhone setup. Used Coupa to order equipment. JEAN SOFFER

Ricoh-USA

Print Support Specialist II

May 2017 to Sept 2020

Customer sites:

Farmers Insurance HQ, Woodland Hills, CA from May 2017 to April 2020 Harbor Freight Tools HQ, Calabasas, CA (position was remote) from April 2020 to September 2020 Managed fleet of MFD’s (Multi-Function Devices: combination printer, copier, scanner and fax).

• Monitored all facets of fleet program by providing regular account updates including fleet status and performance to Printer Fleet Manager

• Monitored ticketing system for MFD issues. Provided customer service by responding to direct customer support and training requests.

• Managed printer servicing and interfaced with customer’s IT as well as Ricoh techs and service managers.

• Oversaw and monitored procurement and onsite inventory of parts and supplies. Also prepared and shipped recycled toners to Ricoh facility.

• Coordinated logistics of printer moves and replacements for local and remote locations including interfacing with facilities and obtaining insurance information related to moves.

• Maintained daily logs and device lists as well as various monthly reports in Excel.

• Trained and supervised other Ricoh on site rep and trained temporary Ricoh fill-ins.

• Created training documents for customers and co-workers. Maricopa County, Phoenix, AZ

PC-LAN Technician

May 2006 to Dec 2013

Conducted software and hardware troubleshooting and support on Dell desktops, laptops and tablets in an enterprise-wide environment, plus various makes and models of printers, scanners, monitors, and other wireless devices such as BlackBerrys and PDA's. Involved in project for getting Dell Latitude 10 connectivity with the County wireless network.

• Used Active Directory to create new user accounts and maintain existing user accounts on a daily basis.

• Conducted one-on-one and small group training sessions for new Blackberry users for Maricopa County Department of Public Health (MCDPH).

• Designed and adapted training documents for use by employees of MCDPH, resulting in parts of these documents being adopted for use by all of Maricopa County.

• Drafted and applied e-mail templates for the notification of account login information to identify in and out-processing (Onboarding and Offboarding) of employees in the MCDPH, streamlining delivery of new user login information from 2 weeks after employment to 2 weeks before.

• Resolved syncing problem between Dell Axims (PDA’s) and Outlook by researching and locating a free utility on the internet that toggled ActiveSync processes on and off.

• Received numerous Customer Service awards through employee nominations along with several commendation letters from division managers.

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