Office 365 Concierge Ambassador 1 Month Assignment resume example with 16+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary
Over 10 years’ experience helpdesk/deskside
support, including: Troubleshooting,
migration, deployment, and repair of PC issues, printers, with remote and call
center capacities. Configuration and setup of Cisco
servers, routers, switches, LAN/WAN, TCP/IP and video conferencing systems. Troubleshooting failed drivers and replacing motherboards. Handling 80-100 calls per day for Tiers 2 and 3 support. Assisting with Project Development of interoffice WAN and (Virtual
Private Network (VPN) designs and setups with management.
Accomplishments
Certifications: CompTIA A and Network Certified.
Over 10 years' experience helpdesk/deskside support,.
Responded to and work requests within a Remote environment for service and incidents in the company ticketing system through completion.
Installation, configuration and support of Microsoft Office 365 on various platforms (i.e., Staged, Hybrid, Cutover and IMAP/POP)
Provided phone and remote troubleshooting support
Communicated with customers perspective clearly while collaborated with internal departments.
Managed the relationship with customers efficiently while documented cases accurately in detail and the outcome.
Represented Microsoft and communicated with corporate customers via telephone, written correspondence, electronic service for technically complex problems.
Ensured accurate and timely resolution for assigned issues.
Provided front line administrator and end user support for multiple clients.
Administration of applications within the Office 365 cloud based application suite (i.e, Exchange
Online, SharePoint Online, Skype for Business, Yammer, OneDrive for
Business), including DNS requirements and user mastery scenarios.
Collaborated with Support Engineers at different levels to find solutions.
Reported software bugs and customer suggestions to management.
10/2016 to 01/2017
Service Desk AnalystGila River Health Care – Sacaton, AZ,
Provide first-tier, technical support & problem solving management to end users on issues of computer
operations, including installations, setup, error messages and application use.
Identify research and resolve technical problems such as PC freezes, booting issues, hardware and
software installations and repair in a Windows 7/Windows 10 environments.
Document and track requests for assistance and escalate unresolved issues to higher level support in
accordance with established policies and procedures.
Worked with MS Office 2010 - 2016 Applications, Internet Explorer and Outlook Citrix, VPN and Remote
access and troubleshoot with Avaya phone software.
Experience with HP and Dell laptop and desktop computers, along with a variety of peripheral support.
Managed Active Directory user, group and computer accounts.
Installation and support of PC hardware
and peripherals, such as HP printers.
Use of networking technologies and protocols such as IP addressing, DNS, DHCP, and VPN client configuration.
Troubleshoot and resolve security applications including antivirus software.
Setup, installation and activation of business applications with use of Android, iPhone and Blackberry Operating Systems.
Used Remedy ticketing system as well as Dameware and SCCM Remote support.
Worked with SharePoint 2010 & 2012.
Knowledge of Cisco and Juniper systems with the ability to navigate iPhone and Android operating systems.
10/2011 to 09/2016
Deskside/Break/Fix TechnicianGRANITE TELECOMMUNICATIONS, INC – City, STATE,
Was employed as a help desk analyst Tiers 1 through 3.
Received an average of 90-100 tickets daily Reset Windows accounts and passwords in Active Directory.
Enabled and disabled user accounts, permissions and Group Policy through Active Directory.
Installed and configured Internet Explorer, Mozilla Firefox, Microsoft Office Suite, Adobe Suite and Virtual
PC for application test environments.
Troubleshoot and resolved PC issues, such as with removal of viruses and adware.
Resolved conflicting issues with Microsoft full Office Suite involving Outlook email, Excel, Word,
PowerPoint, Publisher and SharePoint freezes and corruption(s) by rebuilding users' profiles.
Completed migrations from Microsoft Office Suite to Office 365.
Assisted with setup of 40 new PC workstations at company's other 3 location in Charlotte by installing
Windows 7 from a network server and deploying Office 365, Adobe Reader, Flash Player, Shockwave
Player, Adobe Air, and Java, configuring Internet Explorer and Mozilla Firefox for users' application
compatibility, including Cisco server routing and IP monitoring with the use of Solarwind monitoring
software; and configuration and setup of MS Exchange servers.
Mapped network share drives to user's PCs.
Setup and configured Cisco multilayer switches, VPNs LAN/WANs within a 15-20 mile radius for 3 sites
(i.e.desktop PCs, laptops, printers, Cisco and Avaya VoIP phones, Windows tablets and Tele-Presence for video conference
endpoint.).
Ordered parts and replaced motherboards, processors, system fans and heat sinks for HP, Dell, Lenovo and Acer Laptops
Replaced ADF replacement kits, print cartridge gear and motor assembly, print rollers and fusers for network and local printers.
Reconfigured hardware onsite and configured application software onsite and remote with use of LogMeIn, Dameware, SCCM Remote and Bomgar.
Used ICE and Remedy Ticketing Systems.
Accurately read, understood, and carried out written instructions.
12/2006 to 09/2011
Network TechnicianCARTER REALTY LLC – City, STATE,
Managed office network for Realty Company, which consisted of seven (7) client workstations.
Identified, diagnosed and resolved Level 1 problems for users dealing with personal computer software
and hardware, local and district networks and converting hard disk drive partitions to NTFS.
Performed upgrades from Windows XP to Windows 7 operating system.
Installed Microsoft Office Suite on all workstations.
Installed and replaced Network Interface Controllers.
Diagnosed and resolved local and network printer issues, PC hardware problems, email, internet, dial-in,
and local-area network access problems.
Coordinated timely repair of PC computer equipment covered by 3rd party vendor maintenance
agreements.
Performed desktop hardware repair for PC computer equipment and peripherals not covered by 3rd party
vendor maintenance agreements.
Installed LAN cabling system and equipment (i.e., network hubs and switches).
Provided materials for client end-users' frequently asked questions (FAQ's).
Followed company procedures to maintain work environment in a neat and orderly condition.
01/2000 to 12/2006
Assembler / Test Repair Technician ContractorTAC WORLDWIDE COMPANIES – City, STATE,
Assembled, tested, troubleshot and repaired medical equipment.
Changed defective ballasts, AC/DC motors, circuit boards, etc.
and assembled wire harnesses.
Serviced two-way radios for military uses.
Tested circuit boards, environmental stress tests functions and loaded software for completed circuit
boards.
Inspected machine parts for conformance to product specifications.
Education and Training
Expected in 4/2012
Network Administration and CompTIA A Certificate:: - , GPA:
Skills
Active Directory, Adobe Suite, antivirus software, Troubleshooting Avaya and Cisco phone systems, cabling, call center, Cisco, Citrix, hardware repair, computer
operations, client, Domain Control, Dell, DHCP, DNS, drivers, email, Flash players, help desk, HP and Dell Laptops, Desktops, printers, Internet Explorer, Java, IP addressing, LAN, Laptops, Mac OS, , MS Exchange, MS Office Suite; Outlook, Word, Excel PowerPoint, Publisher, SharePoint and Access. Windows 7, Windows 9, Windows, 2000, NT, Windows XP, migrations and deployments of software updates and patches, motherboards, Network Administration, network hubs, routers, Operating Systems, PC hardware, peripherals, policies, problem solving, processors, Project Development, protocols, research, routing, servers, switches, TCP/IP, technical support, upgrades, video, video
conferencing, Virtual Private Network
(VPN), Vista, VoIP, WAN, WANs.
LogMeIn, Bomgar, TeamViewer, and SCCM Remote Control
software
BMC Remedy, Kaseya,C12, Zendesk and ICE
Ticketing tracking systems
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