it service manager resume example with 9+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary
CETRIFICATIONS & CLEARANCE IT support technician with a strong technical background who possesses self-discipline and the ability to work with minimum supervision. Highly adept in systems analytics, diagnostics, troubleshooting, and conflict resolution. Exhibits excellent organizational and problem-solving skills. Consistently praised for communicating effectively with both technical and nontechnical users. Works well in team environments, very deadline oriented, with the capability to organize and present complex solutions clearly and accurately.
Skills
System Analysis
Problem Diagonosis
LAN Connectivity
User Suppport/Training
Customer Service
Preventative Maintenance
Technical Support
Data Management
Administrative Support
Staff Management
Office Management
System Configuration
Education
University of BaltimoreBaltimore, MDExpected in ā āBachelor of Arts:Information Systems - GPA:
(Currently)
Western High SchoolBaltimore, MDExpected in 06/2010 ā āHigh School Diploma: - GPA:
Certifications
CompTIA Network+ 2020
CompTIA Network+ 2021
Microsoft Certified IT Professional (MCIP)
ITIL Foundation
Work History
Best Buy - IT Specialist II Baldwin, NY, 01/2020 - Current
Troubleshot and resolved user inquiries regarding computer software or hardware operation to resolve problems.
Upgraded existing equipment, performing tasks such as installing updated circuit boards or additional memory.
Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
Managed network and system performance, conducting troubleshooting, security patching and maintenance.
Oversaw IT department operations and training.
Communicated with executive team and CIO to maximize development efficiencies and resolve technology issues.
Configured hardware, devices and software to set up work stations for employees.
Altice Usa - SATCOM Administrator Mineral Wells, WV, 01/2019 - 01/2020
Maintained excellent levels of customer service by efficiently meeting customer needs for all types of satellite systems.
Monitored networks, servers and applications utilizing custom & industry standard tools.
Served as an initial responder within the Network Operations Center in notifying, identifying, troubleshooting and resolving systems issues.
Assessed the need to and efficiently escalate incidents to Tier-3 Engineering support.
Performed regular system maintenance and provide over sight on all maintenances on the network.
Effectively communicated situation reports to team counterparts ensuring accuracy and attention to detail.
Employed a proprietary ticketing system to log troubleshooting, network events, and maintenances, updating and resolving open tickets as required Perform routine and on-demand technical procedures, according to standard protocols.
Built application platform foundation to support migration from client-server product lines to enterprise architectures and services.
Installed cabling, wireless routers and telephone systems for data communications networks.
Server-side administration and deployment support services while complying with all Federal, DoD and U.S. Army policies, regulations and guidance.
Maintained platform support for the server environment with administration, troubleshooting, documentation, security, debugging and implementation of server hardware, operating systems, SAN and application software.
Completed and monitor all server backup jobs as required.
Adhered to security policies for the server environment. Research and keep abreast of security updates and IAVA vulnerabilities based upon guidance from DoD.
Developed appropriate documentation supporting the server environment maintained by the NEC.
Oversaw and managed operational and security requirements for numerous computers in network, related systems administration and regular maintenance.
Collaborated with networking personnel at providers and data centers to determine origination points for faults and recover from malfunctions.
U.S. Army Active Duty - Signal Support Systems Specialist City, STATE, 01/2012 - 12/2016
Provided maintenance and technical assistance to commanders and staff in regards to signal support systems.
Supervised and assisted with battlefield signal support systems and terminal devices.
Created domain accounts, unlocking user accounts and resetting passwords using Active Directory domain controller.
Provided ongoing technical support to customers to ensure proper functional use of equipment and programs such as Windows 7 and Microsoft Office Suite 2010/2013.
Responded to trouble reports in Remedy Action Request System by analyzing problems, providing solutions, and recommending necessary actions.
Imaged laptops and desktops using Acronis Imaging software.
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