IT Support Technician Resume Example Company Name

IT SUPPORT TECHNICIAN

Professional Summary

Over 6 years of help desk experience, with over an additional 6 years of freelance experience, and nearly 4 years of IT Front Desk support, providing software, hardware, client/server & networking technical support.
Proven success working in a high-volume, IT environment. Demonstrated strengths in rapidly diagnosing, troubleshooting, and resolving client issues.
Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.
Supported equipment ranging from Windows & Apple products. Both on hardware and software standpoints.
Recognized for superior performance and dedicated service commitment through participating in company projects and user training.

Skills

Work History

11/2017 to CurrentIT Support TechnicianCompany Name | City, State

The sole support for one of the company's remote buildings within the 1st year of working with the department before the building was decommissioned 5 months later. During that time, worked the cases for the clients in the building. Ranging from desk visits, equipment deployments, equipment setup, & maintaining a strong working relationship with the clientele.
Maintained flexible support across the different remote buildings within the city. Covering support for those in need & learning the functions, rules, and processes of each building.
Supported equipment ranging from Windows & Apple products. Hardware and Software. This includes Microsoft Office 365 & JAMF.
Dedicated Mac support for one of the company's remote sites.
Backup technician for server room support and for the Nuclear Warehouse location in Groveport, OH. Gaining experience in repairing Zebra printers & IWD devices.
Assisted fellow peers in educating them on Mac support & specific Microsoft applications, such as OneNote and OneDrive.
Participated in various projects, ranging from setting up Desktop PCs for the security officers that guard the building entrances, building over 130 laptops for interns in 2019, Microsoft Hololens support, & assisted with the deployment/configuring of over 30+ laser printers across 3 buildings, 11 floors.
Stayed above 90% for Incident SLA, resolved over 700+ incidents within the 1st fiscal year in working with RCS, & maintained a client satisfaction level of 100%.

04/2015 to 11/2017Information Technology Help Desk TechnicianCompany Name | City, State

In the 2 years since becoming a full-time employee, maintained and exceeded goals within the IT Service Center that was displayed in office leaderboards. With client satisfaction being over 90%, QA scores over 95%, & adherence at over 90%.
Mentored new hires to prepare them for their role within the department's Business Applications team. Trained over 6 employees within the span of a half a year. 2 of those employees were able to reach the Top 3 of the team's leaderboards. The remaining 4 were offshore employees that were trained remotely over Skype.
Received remarks from management regarding exceeded expectations. Maintained a position in the top 3 of the Business Applications leaderboards since October of 2015.
Participated in office projects, such as assisting those overseas from the Cordis acquisition & the SAP Pharma Modernization project, to assist with future acquisitions to better help clients new to the company.

10/2014 to 04/2015Information Technology Help Desk TechnicianCompany Name | City, State

08/2011 to 09/2014Information Technology Help Desk TechnicianCompany Name | City, State

Routinely exceed call-handling goals, closing an average of 40 calls daily with a 80% first-call resolution ratio and an average talk-time of 7 minutes well below the 15-minute goal.
Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
Received "exemplary" and "exceed expectations" remarks from the management. Cited for excellence in interpersonal communications, teamwork, customer service, flexibility and reliability.
Recognized for superior performance and dedicated service commitment through participating in hospital wide projects, such as Cisco VOIP deployments, & self-training on software that the department isn't normally known for servicing but was needed in rare situations.

Education

Associate of Science | Electronics Engineering & TechnologyATI Career Training Center - Miami, City, State

Resume Overview

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