Resourceful Tech with 10+ years of experience expertly delivering crucial troubleshooting and technical issue resolution for improved organizational efficiency. Positive, end-user focus on documenting and fielding troublesome hardware and software service requests. Active support for tailored IT deployment and management needs. Seasoned professional at scanning for necessary organizational and regulatory compliance, security flaws and upgrade challenges
Skills
Technical Troubleshooting
LAN/WAN
Windows XP/Vista
MS Office proficiency
Hardware and Peripherals
Antivirus Software
Application installations
Customer support needs assessment
Experience
IT Support Specialist, 11/2020 - Current Sms – San Antonio, TX,
Devised automation, backup and recovery protocols to preserve and safeguard data.
Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
Completed installation, configuration and patching of hardware and software for users.
Troubleshot Mobile and AWS hardware issues and worked with service providers to facilitate repairs for end users.
Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Improved overall company performance through increased IT uptime and effective cost reductions.
Trained new employees on support processes, procedures and knowledge base.
Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
Monitored IT use to maintain compliance with established processes, policies and guidelines.
Conducted hands-on technology training programs to assist use of newly implemented hardware and software.
Supported new infrastructure planning and deployment to meet organizational expectations.
Tackled troubleshooting and problem resolution to support end-user technical issues.
Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
Monitored current accounts to promote strong working relationships and resolved issues before customer satisfaction could be affected.
Facilitated implementation of new technology.
Fielded customer feedback and complaints.
Communicated with repeat customers to build long-term relationships.
Produced sales documents, finalized deals and filed records.
Drove sales of company products and services by meeting with customers using strategic and organized approach.
Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
Disassembled computer systems to troubleshoot and resolve hardware issues.
Documented repair processes and helped streamline procedures for future technical support actions.
Observed system functioning and entered commands to test different areas of operations.
Configured new employee work stations, including all hardware, software and peripheral devices.
Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Energetic and motivated professional with a proven history of new business development and strong customer relationship development and management skills.
Adept in identifying customer needs and effectively navigating contract negotiations for maximum mutual benefit.
Multidimensional experience including multimedia development, company and product promotion, web design, operations management, network maintenance,
and staff training and development.
Identified and built new customer base in commercial steel sales. Procured multiple successful contracts and successfully re-engaged former client relationships. Utilized comprehensive skill base to promote increased company efficiency, including reconfiguring server to a web-based platform to support remote login access.
Web Design and Development, 01/2009 - 01/2012 NACS / Aegis Corp – City, STATE,
Populated and managed digital assets to organize and optimize published content.
Created and edited website design assets using Adobe Photoshop, InDesign and Illustrator.
Built website content and designs using HTML and CSS.
Developed motion graphics using 3-d , flash
Helped cull analytics and qualitative data to assist internal assessments.
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