LiveCareer-Resume

it technician resume example with 20+ years of experience

JC J S S JS J S S JS J S S JS J S S JS J S S JS J S S JS
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Accomplished IT technician with over 30 years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Committed to providing efficient, high-quality support.

Skills
  • Application installations
  • Troubleshooting and diagnostics
  • Application software testing
  • System upgrades
  • Network security measures
  • Software feature demonstrations
  • Computer configurations
  • Issue diagnosis and resolution
  • Server installations
  • Help desk assistance
  • Technical troubleshooting
  • Equipment repair
  • Software upgrades
  • Hardware configuration
  • Customer support needs assessment
  • Call center experience
  • Computer maintenance
  • Hardware upgrades
  • Service desk support
  • LAN/WAN
  • Hardware diagnostics
Experience
11/2007 to Current IT Technician City Of Scottsdale, Az | Scottsdale, AZ,

· Configured new employee workstations, including all hardware, software and peripheral devices.

· Disassembled computer systems to troubleshoot and resolve hardware issues.

· Updated software versions with patches and new installations to close security loopholes and protect users.

· Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.

· Removed malware and viruses from laptops and desktop systems using specialized software.

· Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

· Documented repair processes and helped streamline procedures for future technical support actions.

· Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.

· Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.

· Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.

· Configured computers to network drivers and connected to printers and other peripheral equipment.

· Identified hardware issues caused by component failures using approved diagnostic tools.

· Proficient in network protocols, DHCP, DNS and SMPT.

· Installed appropriate security patches to eliminate security vulnerabilities.

· Provide technical support and helpdesk for 150+ users.

· Experience with Windows Server 2007/2012/2016 and Windows 7/10.

· Experience VMware Administration client 4.1/5.1/6.5.

· Manage Office 365 accounts using Admin center.

· Excellent listening, written and verbal communication skills.

· Take initiative and responsibility in exceeding customer expectations and manage time with competing priorities.

· Add/delete active directory user accounts/groups and Office 365 user accounts/contacts/groups.

· Hands-on experience with ConnectWise Control Support and System Center Configuration Manager for remote access to staff desktop and laptops offsite.

· Manage Avaya phone system and mobile phones.

· Provide support for A/V in all the conference room and auditorium.

· Responsible for inventory for all desktops, laptops, printers, and monitors.

· Hands-on experience with imaging of desktop computers.

03/1998 to 11/2007 PC Specialist Pnc Financial Services Group, Inc. | Virtual, CO,

· Secret clearance for support on sensitive computer equipment.

· Add/delete active directory user accounts and exchange mailbox.

· Provide phone support for hardware/software problems.

· In-house ticketing system.

· VPN and dial-up support for clients offsite.

· Networking, TCP/IP, DHCP and install cat5 cables.

· Experience with Microsoft Windows (3.1, 95, XP, 7, NT, 2000, 2003, 2008, 2012, 2016) and Microsoft Office.

· Inventory all pc, monitors, printers, laptops, scanners and spare parts.

· Dell Certification for repairing desktops, laptops, workstations, and servers.

· Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.

· Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

· Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.

· Removed malware and viruses from laptops and desktop systems using specialized software.

· Disassembled computer systems to troubleshoot and resolve hardware issues.

· Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

· Updated software versions with patches and new installations to close security loopholes and protect users.

· Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.

· Updated and reconfigured existing and new computers with current software and operating systems.

· Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.

· Configured new employee work stations, including all hardware, software and peripheral devices.

· Maintained inventory of IT supplies by checking and documenting levels regularly.

· Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.

· Consistently responded to customer service emails within standard response window.

· Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.

· Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.

· Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.

· Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.

· Documented repair processes and helped streamline procedures for future technical support actions.

· Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.

· Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.

05/1990 to 03/1998 Senior Computer Operator Sonora Quest Laboratories | Tucson, AZ,

· Customer support for all manufacturing and financial users.

· Contact vendors for warranty repairs.

· Add/delete active directory user accounts and exchange mailbox.

· Process nightly manufacturing and financial batch jobs on multiple databases.

· Process nightly payroll and AP batch jobs.

· Print manufacturing and financial reports.

· Print payroll and AP checks.

· Nightly backups on all databases and user files.

· Supervised and trained 4 computer operator trainees, both onsite and remotely via internet and intranet, ensuring full staffing with trained and knowledgeable employees.

· Resolved customer issues by working with the application programmer to establish workarounds and solutions to debug and create defect fixes.

· Produced accurate and detailed daily reports for processing and measuring progress.

· Backed up servers and information according to strict schedules.

Education and Training
Expected in to to | Microsoft Course 2261A Supporting Users Vortex Data Systems , Sorrento Valley, Ca, GPA:
Expected in to to | A+ Certification Course UCSD, Sorrento Valley, Ca, GPA:
Expected in 05/1989 to to Associate of Arts | Computer Information Science Coleman College, La Mesa, CA, GPA:
Activities and Honors

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Vortex Data Systems
  • UCSD
  • Coleman College

Job Titles Held:

  • IT Technician
  • PC Specialist
  • Senior Computer Operator

Degrees

  • Some College (No Degree)
  • Some College (No Degree)
  • Associate of Arts

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: