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It Support Specialist Resume Example

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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary
To enhance my knowledge in Solution-Oriented, highly analytical and technology support specialist with demonstrated success in providing comprehensive support for network connectivity, video conference, application and production support for business-critical technologies. Detail oriented and motivated self-starter with over 3+ years of overall IT industry experience in the IT Infrastructure Services, IT Operations, video conference and Application Support services Certified ITILFoundation IT Service Lifecycle from Exin and MCSE server 2003 by Microsoft. Working knowledge of IT Tools like Remedy, Service Now, Maestro and SharePoint. Promoted Service delivery executive (contractual ) to India Support Specialist(Permanent) with in 11 month in Aon Hewitt Played key role in organized and developed the company`s first centralized service desk.
Highlights
Microsoft Outlook, Lotus Notes, HTML, WebEx, hi-path 500, Telepresence management suit, Lync , Live-meeting, intercal , Jabber , software client & MCU *Basic knowledge of SQL , RDBMS and Mysql Ms Office (Excel (vloop, hloop, pivot table), Power point, Word) and monitoring tools. *Good understanding of Operating System, Networking and Database System concepts
Accomplishments
ok
Experience
12/2014 to 01/1 IT Support Specialist Sirius Xm | , ,
  • Skills Used: IT Asset Management, IT Operations, Project Management, Incident Management, operation management, Access Management.
  • Prioritize and manage tasks and resolve day-to-day application issues and client requests.
  • Working with other application support teams to resolve issues.
  • Maintain and deploy client Cisco Call Manager and Unity Infrastructure.
  • IP telephony, Cisco UCM, Voice Gateways, SIP, ISDN, route patterns lists groups etc Basic knowledge of Siemens and siemens CDR Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.
  • Installs and maintains systems for clients to ensure technology resources are properly functioning.
  • Repairs and troubleshoots computer equipment at the site to ensure problems are resolved timely.
  • Keeps inventory of technology equipment and issues reports to ensure inventory accuracy.
  • Provides technical support for the installation, configuration, maintenance and support of hardware and software.
  • Performs routine maintenance procedures for hardware and software.
  • Facilitates the installations and repair of all relevant hardware with vendors.
  • Uses approved software to log and track user requests and incident reports in a timely manner.
  • Implement ITIL principles in incidents, problem solving and change activities; Responsible for incidents and problem queue activities support and closure.
  • First point of contact of escalation for the team on all technical and process related queries.
  • Escalation to the relevant teams & engineer to ensure SLA compliance & minimal impact to end user Monitor IT infrastructure with various monitoring tools.
  • Analyze, acknowledge each record & every alert in the monitoring tools & handle the alerts as per their impact on business.
  • First point of contact of escalation for the team on all technical and process related queries.
10/2012 to 05/2014 India Support Specialist AON HEWITT GURGAON | , ,
  • Skills Used: Technical Support (Networking), IT Infrastructure Support, Project Management, Knowledge Management, Team Management, Queue management, service management and Video Conference Management Operations, Technical & Functional Responsibilities.
  • Escalation to the relevant teams & engineer to ensure SLA compliance & minimal impact to end user Monitor IT infrastructure with various monitoring tools (BMC, Maestro, service now).
  • Analyze, acknowledge each record & every alert in the monitoring tools & handle the alerts as per their impact on business.
  • Coordinate with all the teams to assist in providing accurate & timely updates to the user till issue resolution Immediate feedback follow-up for any feedback that shows concerns of requests not being handled correctly or any other process or knowledge gaps Involve in the planning, design, testing & implement new software releases and Applications, under monitored Quality Assurance, Staging and Production environments Ability to solicit information from business units and support teams to better manage 'Known Errors' and recurring incidents Coordinate & motivate team members so that they meet deadlines, work productively & resolve any issues effectually to ensure that the group is working efficiently & in unity.
  • Create, update, and resolve Service Desk trouble tickets as assigned as well as monitoring and manage Voice and Video queue.
  • Assigned tickets by Global Service Desk on Remedy tool for the Siemens and Cisco phones, Nice player, Blackberry, Genesis and computers etc on all support and task activities Coordinate with AV technicians and engineers across countries 24/7 to fix VC issues and the VC equipment itself.
  • Call detail records (CDR) for all audio/video conference, it infrastructure, Cisco & Siemens telephony monthly basis and Publish dashboard for Resolved and breach tickets monthly basis.
  • Fundament knowledge of network OSI model and LAN/WAN troubleshooting.
  • Creation and Managing User Accounts in Active Directory Services.
  • Basic knowledge of Voip , Gatekeeper, SIP/H323 protocol and Video conference Manage access and processes to administer accounts, (add/change/delete), provide access to telephone database, reset passwords for employees, contractors and temporary workers Perform day-to-day audio/video support, including scheduling, end-user coordination training, and troubleshooting audio and video conference systems.
  • Provide assessment, testing, troubleshooting and coordination of repair of all videoconferencing equipment.
  • Test and configure H.323 codecs as well as troubleshoot IP network connectivity issues involving Polycom, Cisco, and other H.323 codecs as needed.
  • Administer Cisco TMS Scheduler Server for end users, as well as assist in scheduling and training TMS users.
  • Participate in technical consultation and support for all video conferencing operations.
  • Taking escalated call from customers, resolution of issues.
  • Creates temporary work-around for immediate customer issues up gradation of existing software version of back end and customer end equipment's.
  • Interacting and follow-up with vendors providing services such as PRI lines, phone lines, CUG connections and shall ensure the uptime of the services.
  • Maintain backup, logs, alerts, alarms of the system.
  • Manage PRI and voice usage and provide customized daily usage reports to the authorities Maintenance of video conferencing infrastructure Preferably Polycom , Microsoft, jabber and Webex.
  • Maintain spares and consumable inventory such lamps, connectors, projector, mic, speaker, cables, etc.
  • Provide assessment, testing, troubleshooting and coordination of repair of all videoconferencing equipment.
08/2011 to 09/2012 Graduate Trainee Engineer | , ,
  • Nitya Power Projects, Solar Group Skills Used: Process Improvement, User support & Training, Project Coordination, Technical & User Documentation, Asset Management and Vendor management.
  • Operations & Functional Responsibilities Stand up to team members and help them work through challenges and project delays, etc.
  • Assisted customer over the telephone and on-site for a variety of hardware and batteries issues.
  • Managing the Inventory spare parts, keeping track of Warranty / AMC.
  • Assisting local and remote staff with technical problems with initial design and drawing requirements.
  • Identify discrepancies and ensure data quality by regular maintenance & updating of databases Create presentations for Business reviews, Create and deliver adhoc reports.
  • Maintained the customer Bills, Invoices and Stock before and after the dispatch Provide feedback to supervisors and managers through reports or statistics & Assist Project Manager with daily operational tasks.
  • Prepared Preliminary Reports for Solar PV Power Plants.
  • Create necessary documents with attention to quality and adhere to the account specific process requirements.
  • To deliver the project plan to scope, timescales and budget by tracking all activities against Plan and all actual costs.
  • Strategy making for Project Execution, Assemble balance of system, planning of onsite delivery of integrated BOS system in time.
  • Maintains engineering records, lists and reports as required to ensure compliance with the client's schedule, adherence to the budget, adherence to procurement specification, or to ensure engineering problems are monitored.
  • Tracking all the tender of government, semi-government and private companies irrespective of the sector.
  • Preparing report on monthly basis and identifying the tender based on priority.
  • Submitting the prepared report on 1st of every month to the immediate reporting authority Tenders-Bids documentation (i.e.
  • Technical specification, certifications, payment terms, Earnest Money Deposit (EMD), Bank Guarantee (BG), annual turnover required etc.) preparation according to various government as well as private organizations.
  • Quotation Strategy and preparation for tender bids.
Education
Expected in Post Graduate Diploma Management | Operations management , , GPA:
Operations management
Expected in Bachelor Of Engineering | Electrical & Electronics ) From IP University, , Delhi GPA:
Electrical & Electronics ) From
Expected in Diploma of Engineering | Electronics & Communication , , GPA:
Electronics & Communication
Expected in From BTE, Delhi. Certificate and Training Certified ITIL Foundation IT Service Lifecycle from Exin Certified MCSE server 2003 by Microsoft. Certificate course Excel 2010 corporate training. Certificate course Personal development corporate training. | , , GPA:
Additional Information
  • PERSONAL DETAILS Date of Birth : - 23-01-1986Address:-C-199 Divyajyoti apartment sector-19 Rohini, New Delhi-110085
Skills
Active Directory, Asset Management, audio, backup, balance, Basic, budget, cables, Cisco, hardware, consultation, corporate training, client, clients, databases, Database, delivery, documentation, engineer, Functional, Gateways, government, drawing, HTML, Inventory, IP, ISDN, ITIL, Knowledge Management, LAN, Lotus Notes, Maestro, Managing, Access, MCSE, Excel, Money, Ms Office, Microsoft Outlook, Power point, SharePoint, Word, Mysql, Nice, network, Networking, Operating System, OSI, pivot table, presentations, problem solving, processes, Process Improvement, procurement, Project Management, Project Coordination, speaker, quality, Quality Assurance, RDBMS, Repairs, reporting, scheduling, Siemens, SLA, specification, SQL, statistics, Strategy, supervising, Team Management, technical support, User support & Training, User Documentation, telephone, telephony, phones, phone, tender, troubleshoot, troubleshooting, Vendor management, Video, video conferencing, VC, Voip, WAN

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Resume Overview

School Attended
  • IP University
Job Titles Held:
  • IT Support Specialist
  • India Support Specialist
  • Graduate Trainee Engineer
Degrees
  • Post Graduate Diploma Management
  • Bachelor Of Engineering
  • Diploma of Engineering
  • From BTE, Delhi. Certificate and Training Certified ITIL Foundation IT Service Lifecycle from Exin Certified MCSE server 2003 by Microsoft. Certificate course Excel 2010 corporate training. Certificate course Personal development corporate training.