IT Technician/IT Services Supervisor Resume Example
Detailed-focused and result-oriented IT professional with extensive knowledge in troubleshooting IT-related issues and effective training skills. Dedicated, organized, and self-directed team player with strong written communication, and relationship-building skills. Capable of identifying potential problems and providing recommendations for resolution.
Events
- Provided support for very high profile events: 2008/2012 Election Protection Campaign Headquarters, Guest speaker Hilary Clinton, author Michael Wolff, NAACP CEO Ben Jealous
Helping Hand
- "go to person" for all of the upper level support. Always willing to lend a hand or step up to provide extra assistance to other IT groups
Fast Learner
- always willing to learn new technology and not afraid to jump in and work until a positive end result is reached
- Manage 10 direct reports in 7 locations
- Led IT support for the November 2008/2012 Election Protection Campaign Headquarters, The International Association of Women Judges Event – featuring Hilary Clinton, book signing with Michael Wolff
- Serves as project manager on various events and system roll outs
- Liaison for several Level 3 groups including the networking group when needed
- Performs moves, adds and changes to telecommunication/hardware/software equipment on a regular basis
- Manage local audio/visual conferencing MAC requirements by directly speaking with the AV group for a resolution
- Main contact for Cisco Telepresence equipment in local office
- Builds, administers and manages Cisco Unified (Unity Voice Mail) Communications Systems in local office
- Trained new employees and explained protocols clearly and efficiently.
- Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
- Supported customers having data connectivity issues.
- Referred difficult issues to upper management while maintaining positive rapport with customer.
- Provide customer support via telephone to over 5,000 both nationally and internationally
- Receive calls and log problems into trouble ticket system (Remedy 6.0)
- Assist users in support of Windows XP, 2000 and NT environment
- Daily assistance with users using Microsoft Office Suites 2003 and 2007: Word, Excel, Outlook, PowerPoint, and Visio applications
- Software applications also include: PC Anywhere 9.2, Microsoft Remote Assistance, DOCS Open, Interwoven Desk site
- Assist users and fellow analysts with complex Microsoft Office issues
3.5 GPA
Continuing education in Computer Forensics
Windows NT, XP, 7, 8, Server 2008; Apple IOS 10; MS- DOS Novell 4.x; UNIX/Linux MS Office proficient - Office Suite 2007, 2010, 2013 Root cause analysis Strong analytical skills Cross-tier components implementation Project/data management |
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Resume Overview
School Attended
- Computer Learning Center
- Paulsboro High School
- Strayer University
Job Titles Held:
- IT Technician/IT Services Supervisor
- Contract Help Desk Technician - DLA Piper
- Field Service Technician/User Support
Degrees
- Associate of Arts : Information Systems 1997
High School Diploma : Computers 1990
Bachelor of Science : Criminal Justice
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