IT SUPPORT SPECIALIST: A result-oriented IT Support Specialist with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Skills
Data recovery
Desktop support
Technical issues analysis
Adobe and Adobe Flash
Application support
Windows 10
Technical Support
Norton Antivirus software
Microsoft Office Specialist (MOS) Expert
Account management
Servers
Mac systems
Customer service expert
Java Full Stack
Linksys
Work History
IT SUPPORT SPECIALIST, 09/2014 - 03/2021 Sms – Ma, MA,
Tracked all issues and ensured timely resolution of problems, reducing response time from 24 hours to immediate.
Supported wide range of remotely hosted Citrix and Avatar Virtual Desktop applications covering all technical aspects.
Determined hardware and network system issues using effective troubleshooting techniques.
Implemented company-wide use of Microsoft Office 2010, Windows 7, and conducted training sessions for office managers and Field staff’s after utilizing project management institute practices for application deployment.
Recovered lost and corrupt Microsoft Office documents saved both locally and remotely.
Installed both Cannon copiers and Hewlett Packard printers including postscript drivers over 100 devices.
Created help desk tickets, troubleshot and resolved desktop issues.
IT SUPPORT TECHNICIAN, 05/2012 - 09/2014 Cgi Group Inc. – Burlington, NC,
Maintained servers, routers, PCs and Maintain Quality Assurance.
Maintained and troubleshoot site PBX.
Identified and purchase hardware using CER Process.
Administered network hardware (enabling and disabling ports).
Maintained Systems Administration (account maintenance, backups/restores, server maintenance).
Maintained Business Systems Administration (documentation, process flows, CMRs, troubleshooting).
Troubleshoot and resolved end user problems and ensures correct operation of personal computers.
Verified back up, daily check list, account maintenance.
Collaborated with vendors to locate replacement components and resolve advanced problems.
IT SUPPORT SPECIALIST, 03/2011 - 04/2012 Sms – Wharton, NJ,
Determined hardware and network system issues using effective troubleshooting techniques.
Created help desk tickets, troubleshot and resolved desktop issues.
Installed upgraded, troubleshoots and repairs of hardware and software on or related to desktop pc’s, printers, pc hardware systems, pc networks, LAN and RF devices.
Monitored batch jobs such as integrated store order processing and prints picking documentation (labels).
Troubleshoots as first level support any problems experienced by production equipment.
Maintained and troubleshoots networking problems and systems (PC networking including switches and cabling, RF wireless systems, etc.)
Answered questions regarding PC/printer software/hardware issues and makes IT recommendations.
IT SUPPORT SPECIALIST, 03/2008 - 02/2011 Sms – Montgomery, AL,
Determined hardware and network system issues using effective troubleshooting techniques.
Created help desk tickets, troubleshot and resolved desktop issues.
Provided 1st and 2nd level end user and systems support.
Ensured internal and external customer satisfaction.
Implemented initiatives to enhance customer satisfaction where necessary.
Ensured adherence to all defined standards for naming, documentation and security.
Answered questions regarding PC/printer software/hardware issues and makes IT recommendations.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Education
Associate of Arts: Project Management, Expected in 07/2021 - University Of California, Irvine - Irvine, CA, GPA:
Bachelor of Arts: Social Sciences, Expected in 04/2013 - Rust College - Holly Springs, MS, GPA:
Certifications
Awarded: Certificate of completion on: Master Data in SAP online course, Udemy: 2020
Awarded: Certificate of completion on: Managing Project Risks and Changes, University of California, Irvine: 2016
Awarded: Certificate of completion on: Budgeting and Scheduling Projects, University of California, Irvine: 2016
Awarded: Certificate of completion on: Initiating and Planning Projects, University of California, Irvine: 2016
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