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Information Technology Support Specialist Resume Example

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INFORMATION TECHNOLOGY SUPPORT SPECIALIST
Professional Summary

Proficient Information Technology Specialist thrives setting up and maintaining stations, training users and supporting pivotal process improvements to systems and software. Well-versed knowledge of up-to-date business practices, IT standards and government regulations. Self-motivated approach to monitoring and resolving troublesome IT issues. Expert collaboration with IT director to continuously improve tools and resources.

Skills
  • Active Directory
  • Application support
  • Network Topology
  • Technical issues analysis
  • TCP/IP
  • Desktop support
  • Windows 10
  • Apple IOS
  • VOIP
  • Microsoft Office suite
  • A/V maintenance
  • IBM AS 400
  • Staff education and training
  • Back up software
  • Local Government Business practices
Work History
10/2019 to CurrentInformation Technology Support SpecialistCity Of New Port Richey | New Port Richey, FL
  • Configured hardware, devices and software to set up work stations for employees.
  • 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.
  • Identified, diagnosed, and resolved issues for all city network/telecommunications users, to include, but not limited to, networking, authentication, computer, mobile devices, security, software, VOIP network, IBM AS400, printers, web browsing, software installations, and technology documentation/inventory
  • Responsible for conducting end user trainings with new software and technologies
  • Responsible for ensuring all servers are up to date and nightly backups are in place
  • Responsible for maintaining active directory
  • Responsible for completing all requisitions
  • Responsible for running A/V equipment for all council meetings
  • Responsible for ensuring successful kick off of all virtual meetings
  • Ensured successful implementation of MDM software on mobile fleet
  • Ensured successful implementation of Tyler's Energov
08/2017 to 10/2019Computer Helpdesk TechnicianCity Of New Port Richey | New Port Richey, FL
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Configured hardware, devices and software to set up work stations for employees.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Identified, diagnosed, and resolved issues for all city network/telecommunications users, to include, but not limited to, networking, authentication, computer, mobile devices, security, software, VOIP network, IBM AS400, printers, web browsing, software installations, and technology documentation/inventory
  • Responsible for running A/V equipment for all council meetings
  • Ensured successful implementation of Tyler's Munis software
  • Responsible for conducting end user trainings with new software and technologies
  • Responsible for completing all requisitions
  • Responsible for maintaining active directory
05/2017 to 08/2017Help Desk TechnicianKelly Services | New Port Richey, FL
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Configured hardware, devices and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • 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.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel
10/2016 to 05/2017Customer Support RepresentativeSykes Enterprises Inc. | Spring Hill, FL
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Leveraged consultative approach to gather customer details and technical data.
Education
05/2016Bachelor of Science | Computer Information SystemsFerrum College, Ferrum, VA
  • Minored in Business
05/2012High School DiplomaYork River Academy, Yorktown, VA
Accomplishments
  • Implemented Tyler Technologies Munis
  • Implemented Tyler Technologies Energov
  • Implemented Maas360 for Android and IOS
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Resume Overview

Companies Worked For:

  • City Of New Port Richey
  • Kelly Services
  • Sykes Enterprises Inc.

School Attended

  • Ferrum College
  • York River Academy

Job Titles Held:

  • Information Technology Support Specialist
  • Computer Helpdesk Technician
  • Help Desk Technician
  • Customer Support Representative

Degrees

  • 05/2016 Bachelor of Science | Computer Information Systems
    05/2012 High School Diploma

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