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Microsoft Consultant Resume Example

Resume Score: 80%

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CB
MICROSOFT CONSULTANT
Summary

Accomplished IT Helpdesk Information Technology professional with 20 years of information technology support experience. As a well-versed helpdesk support technician and accountable for, customer service, deployment, installing, diagnosing hardware and software defects. Also, certified in computer repairs and committed to providing efficient, high-quality support. If needed I can forward all necessary past employment.

Skills
  • Software upgrades
  • Application installations
  • Office 365 debugging
  • Windows 7, 10
  • Hardware upgrades
  • Customer support needs assessment
  • Equipment repair
  • Service desk support
  • Call center experience
  • LAN/WAN
  • Computer maintenance
  • Team management
  • Supervision
  • Administrative support
  • Problem resolution
  • MS Office
  • Communications
Experience
Free Alliance LLC (IRS) | Landham, MDMicrosoft Consultant03/2019 - 09/2019

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

· Assumed remote control over customers' computers when necessary to resolve problems.

· Provided professional customer service consultations on Personal Storage Tables and Office 365 systems and processes.

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

· Supported IRS customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.

· Maintained calm, professional demeanor when faced with high demand, high volume workloads.

· Walked customers through processes of installing software or hardware and initial program start up procedures.

· Devised incisive workarounds and resolutions for customers problems.

· Trained new employees on support processes, procedures and knowledge base.

· Managed user profiles, security access and shared file structures.

· Reset passwords and configured access to local computers.

· Our team provided thorough software technical support and problem resolution for over 100 customers daily.

· Assisted online users via SKYPE conference and phone to resolve issues related to Personal Storage Table and Office 365 issues and access.

· Created and implemented administrative processes and procedures to prioritize job tasks.

· Analyzed and identified improvements to implement in department systems and controls.

· Liaised with customers, addressed inquiries, handled meeting requests and answer questions to provide outstanding customer care.

· Support team with compliance with company policies.

· Managed daily operations within SLA's by supporting continuous delivery of excellent services and care.

· Trained team employees on best practices and protocol while managing teams to maintain optimal productivity.

· Organized and maintained documents, SOP and screen shot processes.

· Onboarded team of fifteen administrative staff members, delivering consistent coaching in job tasks.

· Worked with management team to improve workflows and eliminate unnecessary tasks.

· Assisted in technical support meeting process to improve customer service and support.

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

· Collaborated with support team to assist customers with technical issues and develop effective solutions.

· Served as level-one support escalation point for fifteen-member distributed support staff.

· Responded to support tickets within minutes to improve customer service.

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

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

Perspecta (IRS) | Landham, MDMicrosoft Consultant06/2018 - 03/2019

Delivered remote Tier 1 IT support for hardware and software to company personnel.

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

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

· Served as level-one support escalation point for IRS customers and support staff.

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

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

· Supported IRS customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.

· Assisted in technical support process refinement to improve customer service and support.

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

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

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

· Advised customers on required maintenance practices and industry best practices.

Collaborated with support team to assist customers technical issues and develop effective solutions.

Dxc Technology Co | Silver Spring, MDMicrosoft Consultant11/2016 - 05/2018

Delivered remote Tier 1 IT support for hardware and software to company personnel.

· Assumed remote control over customers' computers when necessary to resolve problems.

· Provided professional customer service consultations on Personal Storage Tables and Office 365 systems and processes.

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

· Supported IRS customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.

· Maintained calm, professional demeanor when faced with high demand, high volume workloads.

· Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.

· Walked customers through processes of installing software or hardware and initial program start up procedures.

· Developed online documentation for common SLA processes for both support staff and end-users.

· Devised incisive workarounds and resolutions for vendor software problems.

· Trained new employees on support processes, procedures and knowledge base.

· Managed user profiles, security access and shared file structures.

· Created new accounts, reset passwords and configured access to servers and file management software for users.

· Assisted customers with Microsoft technical issues via email,SKYPE and telephone.

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

· Provided thorough technical support and problem resolution for over 15 customers daily.

· Worked with a team of customer service supervisors to resolve several customer concerns on rapid time turn-a-round basis.

Responded to individual tickets every week to provide end-user support on Outlook and Office 365.

Education and Training
PCCC 1994 | Prince George, MdSome College (No Degree) in CIS
  • Completed continuing education in ITIL
  • SharePoint
  • Security
  • Azure
  • Active Public Trust
  • Certificate A+
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DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Free Alliance LLC (IRS)
  • Perspecta (IRS)
  • Dxc Technology Co

School Attended

  • PCCC 1994

Job Titles Held:

  • Microsoft Consultant

Degrees

  • Some College (No Degree) in CIS

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