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IT-Technical Support Resume Example

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IT-TECHNICAL SUPPORT
Summary

Strategic thinker with excellent communication skills. A team player that is also self-motivated with a positive attitude. In-depth knowledge and understanding of numerous software packages and operations systems. Skilled in providing outstanding Customer Service and able to collaborate with other departments to help resolve issues. Easily identify and resolve technical issues and concerns. Able to multi-task and be successful in a high-volume technical call center. 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. Very attentive to details.

Highlights
  • MS Office including MS Lync
  • Operation Systems: Windows XP/7/8, MAC Snow Leopard/Mavericks/Yosemite
  • Browsers: Internet Explorer, Firefox, Chrome, Safari
  • Call-Tracking Tools: Epicor ITSM
  • Hardware: PCs, Laptops, MacBook Pro, iPhone, iPad, Android Devices, Blackberry's, Windows Phones, Cisco Telephony Systems, Printers
  • Networking: LAN & VPN/Remote Connectivity, TCP/IP
Accomplishments
  • Exceeded monthly goals of 80% of first call resolution.
  • Developed, deployed, and maintained plan to retrieve over 200 loaner laptops.
  • Reduced company installations from four weeks to two weeks.
Experience
Company NameMarch 2012 to CurrentIT-Technical Support
City, State
  • Handle inbound calls and emails for entire United States region from all aspects of business, regarding software installation, trouble shooting and resolving issues, password resets, and installing network and local printers.
  • Handle each call or communication with decisive and successful trouble shooting skills.
  • Create new employees and disabled users within Active Directory.
  • Set up email accounts through exchange server.
  • Perform remote support by RDP, Remote Assist, and Microsoft Lync.
  • Provide coaching and mentoring of other tech support teammates.
  • Collaborate with field service technicians and infrastructure department with jobsite or office down issues to get down sites back up as soon as possible.
  • Deploy and trouble shoot mobile devices (Apple, Blackberry, Android, and Windows) through Air watch site or Blackberry Enterprise Server.
  • Assist with installation of applications on mobile devices and trouble shoot varies issues with devices.
  • Document each call, email, or any form of communication regarding cases with great detail into ITSM ticketing system.
  • Routinely exceeds call-handling goals, with average of 30-60 calls daily.
  • Continuously have 80% first-call resolution ratio.
  • Help train and coach the new employees to the Technical Support team and create training documentation for knowledge base
  • Manage Project of updating and maintaining the DID phone list for various offices.
  • Customer Service liaison for SharePoint migration project.
Company NameSeptember 2009 to March 2012Helpdesk Administrator
City, State
  • Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries.
  • Provided excellent customer service.
  • Assisted our work-at-home employees with connectivity issues including, but not limited to: resetting modems and routers, and identifying if the issue is with their laptop or a home network issue.
  • Able to trouble shoot in person or remotely.
  • Also troubleshot Avaya phone systems.
  • Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if needed), resolution and closure of trouble tickets.
  • Track and kept records of loaner laptops out in the field and assisted procurement manager when needed on tracking of equipment.
  • Exceeded first call resolution targets and achieved outstanding customer satisfaction scores, consistently scoring between 75%.
  • Handled technical and/or mission-critical calls daily and consistently met high service standards.
  • Assist in training new and current employees Handle creation of documentation of training materials Research and corrected issue with Skillport software for our Sales Team Developed and documented the plan to retrieve and monitor the retrieval of 200 loaner laptops.
Company NameSeptember 2008 to September 2009National Service Coordinator
City, State
  • Coded and closed out National Service tickets.
  • Answered incoming queue calls for National clients and trouble shot equipment (Dish network receivers, DBS receivers, CM players, amps, etc.).
  • Enter service ticket through DSI application if needed.
  • Coordinated with scheduler, affiliate office, or vendor to have technician to service call.
  • Trained new team members on procedure and how to properly enter tickets.
  • Placed follow up calls to recent service calls to make sure their issue was resolved and documented results.
  • Worked on special projects for National Client Logan's Roadhouse.
  • Selected Contributions:.
  • Developed training material and trained new team members.
  • Created spreadsheets and documented technician call log.
Company NameJuly 2004 to September 2008Scheduling Coordinator
City, State
  • Managed average of ten technicians and multiple regions.
  • These regions include: Southern California, Utah, Arizona, Southeastern Florida, and Puerto Rico.
  • Checked work orders for errors and coordinated with warehouseto ensure equipment was in stock when needed and notified purchasing if equipment needed to be ordered.
  • Contacted General Contractors to schedule installations and maintained contact until installation was completed.
  • Reduced installation backlog from four weeks to two weeks.
  • Also, had to coordinate other team member's area when they were out.
  • Selected Contributions: Reduced company installation turnaround time to two weeks.
  • Maintained multiple scheduling areas at one time.
  • Built relationships with general contractors to ensure smooth installations Coordinated after hours or overnight installations.
Education
WESTERN GOVERNORS UNIVERSITYBachelor's Degree Bachelor of Science: Information TechnologyCity, StateInformation Technology
Skills

Customer satisfaction, Excellent Customer Service, Attention to detail in documentation, email, Internet Explorer, Laptops, MAC, mentoring, MS Office, Sales, scheduling, software installation, Multi-tasking, Creating training materials

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Resume Overview

School Attended

  • WESTERN GOVERNORS UNIVERSITY

Job Titles Held:

  • IT-Technical Support
  • Helpdesk Administrator
  • National Service Coordinator
  • Scheduling Coordinator

Degrees

  • Bachelor's Degree Bachelor of Science : Information Technology

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