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IT Technician/IT Services Supervisor Resume Example

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IT TECHNICIAN/IT SERVICES SUPERVISOR
Summary

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.



Accomplishments

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


Experience
DLA Piper LLP US Washington, DC IT Technician/IT Services Supervisor 06/2007 to Current
  • 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.
TekSystems Hanover, MD Contract Help Desk Technician - DLA Piper 11/2006 to 06/2007
  • 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
Getronics Wang Tewksbury, MA Field Service Technician/User Support 10/2000 to 10/2006
Education
Associate of Arts: Information Systems 1997 Computer Learning Center, Paulsboro, NJ
High School Diploma: Computers 1990 Paulsboro High School, Paulsboro, NJ

3.5 GPA

Bachelor of Science: Criminal Justice Strayer University , Washington, DC

Continuing education in Computer Forensics
Technicial Skills

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

  • Proficiency in TCP/IP protocols

  • iPads/iPhones/Blackberry devices

  • Active Directory
  • VMWare experience
  • VoIP knowledge
  • Customer service specialist
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Resume Overview

Companies Worked For:

  • DLA Piper LLP US
  • TekSystems
  • Getronics Wang

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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