IT Field service technician Resume Example
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IT FIELD SERVICE TECHNICIAN
Highlights
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Experience
IT Field service technician, 09/2016 to CurrentEngility Corporation － Cape Canaveral , FL
- 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 CurrentAxiom － Bellevue , WA
- 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 10/2014Aldevron － Madison , WI
- 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 － City , STATE
- 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 － City , STATE
- 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 － City, StateNetwork 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
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Resume Overview
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
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