IT Technician/IT Services Supervisor Resume Example DLA Piper LLP US

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 USWashington, DCIT Technician/IT Services Supervisor06/2007 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.

TekSystemsHanover, MDContract Help Desk Technician - DLA Piper11/2006 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 WangTewksbury, MAField Service Technician/User Support10/2000 to 10/2006

Education

Associate of Arts:Information Systems1997Computer Learning Center, Paulsboro, NJ

High School Diploma:Computers1990Paulsboro 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

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

IT Technician/IT Services Supervisor Resume Example

Resume Score: 100%

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