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IT Support Technician Resume Example

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DG
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
  • Customer Service
  • End User Training
  • Active Directory
  • JAMF
  • Microsoft Office
  • Bilingual Communications
  • MAC Systems
  • Computer Hardware Troubleshooting
Work History
11/2017 to CurrentIT Support TechnicianClari | Denver , CO
  • 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 TechnicianGreenstate Credit Union | Coralville , IA
  • 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 TechnicianGreenstate Credit Union | Dubuque , IA
  • Contractor for Cardinal Health.
  • Remained a contractor until being hired full time with the company.
08/2011 to 09/2014Information Technology Help Desk TechnicianGreenstate Credit Union | Grinnell , IA
  • 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
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Resume Overview

School Attended

  • ATI Career Training Center - Miami

Job Titles Held:

  • IT Support Technician
  • Information Technology Help Desk Technician

Degrees

  • Associate of Science | Electronics Engineering & Technology

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