Resourceful Technical Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. First-rate troubleshooting, diagnostic and repair skills combined with strong attention to detail and systematic approach. Proficient in WIndows, MAC, and outstanding customer service.
Skills
CompTIA Certified
LAN/WAN
Technical troubleshooting
Hardware upgrades
Computer maintenance
Hardware configuration
Customer support needs assessment
Equipment repair
Service desk support
Software upgrades
Application installations
Hardware diagnostics
Critical thinking
Analytical
Maintenance & Repair
System updates
New program installations
Diagnosing issues
Specifications understanding
Technical support
End-User Training
Troubleshooting and Maintenance
Program installations
Microsoft Office Suite
Software testing
Technical Troubleshooting
Windows XP/Vista
Reliable and trustworthy
Active listening
Conflict resolution
Coordination
Working collaboratively
Communicating with clients
Recording support tickets
Providing customer support
Mac and PC proficiency
Technical support services
Software and hardware assistance
Customer education
Report creation
Report generation
Deficiency documentation
Service ticket tracking
Call center experience
Server improvements
Infrastructure updates
Project coordination
Training and development
Server and System Administration
Performance analysis
System upgrades
Issue response and resolution
Microsoft Office
Time management
Active Directory Experience
Group Policy Administration
On site support as needed
Network security management
Computer systems installation
Performance improvements
Network repairs and maintenance
Interpersonal and written communication
Hardware expertise
Problem resolution
Flexible
Relationship building
Experience
Premier Solutions Support Technician, 07/2018 - Current General Dynamics – Rensselaer, NY,
Maintained top 25% of Enterprise based on performance metrics
Achieved 100/100 on metrics based on: entire time of call, customer satisfaction and how they felt about our client
Assisted my supervisor in my promotion as Peer Advisor, by leading the team and collaborating to provide a better experience for both internal and external customers
Discovered new issues due to updates and create a process to the path of solid resolution
Provided technical support for call center operations and individual users.
Trained and consulted with end-users of proprietary company software, delivered technical support and tested software to verify proper operation.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Documented repair processes and helped streamline procedures for future technical support actions.
Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
Updated and reconfigured existing and new computers with current software and operating systems.
Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses and enable support team to solve customer queries effectively.
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Help Desk Specialist, 06/2016 - 07/2018 Brokers International – Parker, CO,
Opened service tickets for clients, documenting user information and description of problem.
Supported customers with password resets and account customization.
Consistently responded to customer service emails within standard response window.
Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
Removed malware and viruses from laptops and desktop systems using specialized software.
Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Configured new employee work stations, including all hardware, software and peripheral devices.
Performed daily maintenance of computer systems to keep network processes fluid.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Assisted customers with instructional support and product troubleshooting.
Set up user accounts, permissions and passwords and defined network policies and procedures.
Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
Determined and alleviated hardware, software and network issues.
Consulted users to determine areas in need of improvement.
Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
Updated and reconfigured existing and new computers with current software and operating systems.
Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
Help Desk Technician, 06/2016 - 11/2016 Endev Tech – City, STATE,
Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
Supported personal and business customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
Reviewed current hardware and software configurations and recommended modifications to increase system speed.
Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
Increased overall company performance through improved IT uptime and cost reductions.
Removed malware and viruses from laptops and desktop systems using specialized software.
Education and Training
High School Diploma: , Expected in - Wind River High School - Pavillion, WY, GPA:
CompTia Certified : , Expected in - Professional Institute Of Technology Accounting - Las Vegas NV, GPA:
COMP001021432537 (currently certified)
Completed professional development in internship in computer lab on campus while attending the year of school
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