IT Field Service Technician Resume Example Advanced Technology Services

IT FIELD SERVICE TECHNICIAN

Highlights

Certified in A+
Operating system: Windows operating system XP/7, Mac OS, Microsoft Server 2003/2008 Active Directory, Red Hat Linux, and Cisco IOS CLI
Applications/Tools: Microsoft Office suite 2003/ 2007/2010/2013, Microsoft Outlook, Lotus notes 8.5, Same time connect, Microsoft exchange, Adobe Acrobat, Internet explorer, Symantec Image Ghost and installing VMware, and Symantec endpoint protection.
Remote Access: RSA, Symantec VIP, PKI and cisco any connect
Networking: Configuring Cisco Routing & Switching, TCP/IP protocols, VPN, DHCP,DNS,LAN/WAN, Wire shark, and Cisco VOIP
Mobile Device: Blackberry server, IPhone, IPad, Android device
Helpdesk: Service Desk Plus, and Remedy Ticket system
Working toward CCNA (Routing and Switching) and MCSA

Experience

IT Field service technician, 09/2016 to CurrentAdvanced Technology Services － Schaumburg, IL

Provide onsite desktop support to over 100 employees in person.
Installs, configures & troubleshoot Dell laptop.
Reimage\Restore users machines.
Troubleshoot virtual private network and resolving error messages.
Document help desk tickets/resolutions and maintained equipment inventory lists.
Demonstrate professionalism and courtesy with customers at all time.

IT Desktop Support, 10/2014 to CurrentAdvanced Technology Services － Schaumburg, IL

Caterpillar Inc., Desk.
Provide level 2 desktop support to over 1000+ global caterpillar users and dealers remotely.
Unlocking resetting and changing of network, email, password and accounts.
Troubleshoot system issues on users PC using remote tools script and LogMeIn.
Resolve lotus notes software error messages and synchronized louts notes password with windows password.
Troubleshoot virtual private network installing and resolving error messages.
Managed call flow and responded to technical support needs of customers.
Demonstrate professionalism and courtesy with customers at all time.
Extensively utilize Remedy to record and track issue.
Train new employees and explain protocols clearly and efficiently.
Create help desk documents and help update old documents.

ISO certified, 05/2012 to 10/2014AT&T － Chicago, IL

Level 1.5 Help Desk Support- Contractor.
Provided level 1.5 desktop support to over 300 plus clients on telephone.
Created service request and track service request for different orders submitted for the various customer sites, some required working with different teams within AT&T some required working with other local exchange carriers or outside vendors.
Troubleshooted VOIP phone system and POTS line.
Utilized Remedy to record and track issue.
Created trouble tickets, resolve the trouble items, follow up with customers to verify solutions adequately fulfill their needs, close tickets once satisfactory resolution is reached, and follow up on work dispatched to other groups to ensure resolution and completion.
Supported voice mail setups, password resets and user education.
Documented help desk tickets/resolutions.

Level 2 Help Desk Support technician, 11/2011 to 05/2012Unisys Corporation － Chicago, IL

Provided level 2 desktop support to over 150 plus clients in person and telephone.
Performed network administration function, set up network user accounts/permissions, reset passwords, and administered group policies via Active Directory.
Create new users email account via Microsoft exchange server.
Resolved client issue via VPN.
Troubleshooted network printing, user access issues, and hardware & Software issues with PC users.
Extensively utilize Remedy to record and track issue.
Performed security wipe on blackberry phones and activate the devices to sync with the individual's company email accounts.
Documented help desk tickets/resolutions and maintained equipment inventory lists.
Assisted in upgrade of 150 workstations/laptop to MS office suite and Windows XP.
Formatted and maintain Dell computer systems, memory upgrade and software upgrade.

Help Desk Support - Intern, 06/2010 to 11/2011Chicago History Museum － Chicago, IL

Provided desktop support to over 135 employees in person and telephone.
Performed network administration functions, set up network user accounts/permissions, reset passwords, and administered group policies via Active Directory.
Trouble shot network printing, user access issues, hardware & Software issues with PC and Mac users.
Documented help desk tickets/resolutions and maintained equipment inventory lists.
Assisted in upgrade of 135 workstations to MS office suite and Windows XP.
Formated and maintained computer systems, memory upgrade and software upgrade.

Education

Bachelor of Science:Network and Communication Management,December, 2012DeVry University － Chicago, ILNetwork and Communication Management 3.00

Skills

A+, Active Directory, Adobe Acrobat, CCNA, CLI, cisco, Cisco IOS, hardware, client, clients, Dell, DHCP, DNS, email, equipment inventory, Ghost, Help Desk Support, help desk, Image, Internet explorer, LAN, notes, lotus notes, Lotus notes 8.5, Mac, Mac OS, memory, Access, exchange, Microsoft exchange server, Microsoft exchange, Microsoft Office suite, MS office suite, Windows operating system, Microsoft Outlook, windows, Windows XP, multitasking, network administration, network, Networking, Operating system, organizational, peripherals, phone system, policies, printers, Problem Solving Skills, protocols, Red Hat Linux, Routing, script, Symantec, TCP/IP, technical support, desktop support, telephone, phones, Troubleshoot, upgrade, VPN, virtual private network, voice mail, VOIP, WAN

Resume Overview

Companies Worked For:

Advanced Technology Services
AT&T
Unisys Corporation
Chicago History Museum

School Attended

DeVry University

Job Titles Held:

IT Field service technician
IT Desktop Support
ISO certified
Level 2 Help Desk Support technician
Help Desk Support - Intern

Degrees

Bachelor of Science : Network and Communication Management , December, 2012

IT Field service technician Resume Example

Resume Score: 90%

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