Sr Level 3 Desktop Support resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Professional Summary
SUMMARY Solid progressive experience as a Desktop professional with strong analytical, organizational and administrative skills. Results oriented professional able to work effectively under all types of circumstances and adapting well to new procedures. Demonstrated time management, decision making and problem solving skills and meeting deadlines. [Desktop Support] with technical and troubleshooting repair expertise. Team player who is flexible, reliable and adaptable to dynamic environments. Analytical [Job Title] effective at technical support and reporting. Highly computer-savvy. [Job Title] proficient in supporting hardware and software issues for [Computer System]. Specializes in troubleshooting [Product type] and [Product type]. Seasoned [Job Title] with more than [number] years in customer service and technical troubleshooting.
Skills
HARDWARE & IBM PCs Compatibles and Peripherals,
Customer service expert
Analytical and critical thinker
Skilled at mediation
Fast learner
Skilled multi-tasker
Skilled in HTML, HTTP and IP
Adobe and Adobe Flash proficiencySkilled in TCP/IP and WANProficient in Norton Antivirus softwareAdept at Lync 2010
Work History
SR. LEVEL 3 DESKTOP SUPPORT, 2008 - Current International Gaming Technology Inc. – Louisville, KY,
Assist staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software.
Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
Works with procurement staff to purchase hardware and software.
Assesses functional needs to determine specifications for purchases.
Installed software, modified and repaired hardware and resolved technical issues.
Provided base level IT support to non-technical personnel within the business.
Resolved customer issues in a clear, courteous and straightforward manner.
Identified and solved technical issues with a variety of diagnostic tools.
Resolved problems with malfunctioning products.
Followed up with clients to ensure optimal customer satisfaction.
Under general supervision the computer operator will perform Job Scheduling and Execution, Job and System Monitoring, Workload balancing, abend handling and 1st level troubleshooting.
Will be responsible for monitoring FTP and other file transfers during batch processing.
Must be able to diagnose issues with application software and operating system interactions.
Ensure that various computer systems, servers, network and communication lines are operating correctly.
Monitor system logs for errors.
Verify daily entries, run computer jobs and perform necessary backup procedures.
Will be required to report job status reports for management in an accurate and timely manner.
Maintains records required to supplement console logs, including problem documentation and actions taken, computer utilization, file identification, and daily production run logs.
Maintains operational run procedures, status reports, and corresponding documentation.
May be required to perform systems testing as needed..
Manages LAN performance and maintains LAN security.
Ensures that security procedures are implemented and enforced.
Installs network software and trains users on LAN operation.
Evaluates, develops, and maintains telecommunications systems Troubleshoots LAN problems Implements LAN policies, procedures, and standards and ensure their conformance with information systems and company objectives.
Provided base level IT support to non-technical personnel within the business.
Resolved customer issues in a clear, courteous and straightforward manner.
Followed up with clients to ensure optimal customer satisfaction.
Activated accounts for clients interested in new services.
CUSTOMER SERVICE REPRESENTATIVE, 2003 - 2004 Spectrum Health – Coloma, MI,
The product support includes both software (Windows 2000 Admin View Win Flex Lotus Notes IVR).
Works with client service team members to answer questions regarding Payroll and HR products from client.
Resolves issues relating to product capability and client product knowledge and ensures that the client is utilizing appropriate processing procedures.
Develops and maintains effective ADP/Client communications and ensures client satisfaction and improvement in client retention.
Receives assistance from Technical Support Specialist and others in the team on more complex product problems.
Provided base level IT support to non-technical personnel within the business.
Resolved customer issues in a clear, courteous and straightforward manner.
Demonstrated professionalism and courtesy with customers at all times.
Identified and solved technical issues with a variety of diagnostic tools.
Created cases and claims for damaged, lost or displaced packages.
Followed up with clients to ensure optimal customer satisfaction.
TECHNICAL SPECIALIST, 2000 - 2003 International Gaming Technology Inc. – Meridian, MS,
The product support includes both software (Windows NT/Access SQL Server Microsoft Outlook Bloomberg Reuters IPTV, XP) and hardware (network cabling, equipment and sensing devices).
Support includes assisting customers using Perot products, troubleshooting, diagnosing and resolving problems, downloading data and performing remote maintenance among others.
Internship with Unix Support Group.
Installing and configuring Blackberry.
Completed Training Classes on Windows XP.
Installed software, modified and repaired hardware and resolved technical issues.
Provided base level IT support to non-technical personnel within the business.
Resolved customer issues in a clear, courteous and straightforward manner.
Followed up with clients to ensure optimal customer satisfaction.
SECURITY ANALYST ASSOCIATE, 1998 - 2000 Hd Supply – Mesa, AZ,
Worked as a team member providing Technical Support.
Identified, diagnosed and resolved hardware, software and connectivity issues for 6700+ end users working with MS Exchange Server 5.0, Enterprise Administrator 4.6, User Manager, File Manager 4.0, Outlook Mail Client, Business Objects 4.1, Office 97 (Word, Excel, etc.), Oracle 7.3.4, Vantive 4.0 & 8.0, Security Dynamics Ace Server 3.3, Citrix Win Frame Client 3.0, Netscape, MS I.E.
4.0, AIX 4.2 applying troubleshooting skills.
Acts as a liaison between the Help Desk and Third Level Technical Support.
Identified, troubleshooted, escalated and resolved critical issues.
Eligible to monitor systems, servers and applications.
Created accounts for NT and UNIX, administered access right to users.
Followed up with clients to ensure optimal customer satisfaction.
COMPUTOR OPERATOR, 1998 - 1999 Sonitrol Security – City, STATE,
Performed technical and end-user support via telephone and face to face on-site support proficient with software applications and hardware.
Provided base level IT support to non-technical personnel within the business.
Followed up with clients to ensure optimal customer satisfaction.
SOFTWARE LIBRARIAN AND QUALITY ASSURANCE SPECIAL, 1986 - 1995 Wiltek Inc – City, STATE,
Maintained software libraries and task building, new task for production machines.
Performed complex testing and troubleshooting on standard and prototype applications running on Novell 3.12 developed in C++.
Worked from verbal directions and complex written instructions.
Provided technical support for project assignments.
COMPUTER OPERATOR, 1984 - 1986 Brink's Inc – City, STATE,
Performed technical and end-user support via telephone or through on-site support proficient with software applications and hardware in a Novell 3.12 Windows for Workgroups / OS/2 Environment.
Provided a service that allows customers to communicate with each other, via fax, telex, international telex, e-mail, profs, hub, gateways.
CALL CENTRE CONSULTANT, - Task Management – City, STATE,
The product support includes both software (Windows 95/NT/Access SQL Server Lotus Notes) and hardware (network cabling, equipment and sensing devices).
Support includes assisting customers using Perot products, troubleshooting, diagnosing and resolving problems, downloading data and performing remote maintenance among others.
HELP DESK ASSOCIATE, - – , ,
Provided telephone and level two help desk support for a 6700 user environment globally within a centralized help desk in a team of ten.
Works with Windows NT Server 5.0, Windows NT Workstation 4.0, Windows 95 and UNIX Operating Systems under a TCP/IP protocol.
Diagnosed and resolved user issues with MS Exchange Server 5.0, Enterprise Administrator 4.6, User Manager, File Manager 4.0, Outlook Mail Client, Business Objects 4.1, Office 97 (Word, Excel, etc.), Oracle 7.3.4, Vantive 4.0 & 8.0, Security Dynamics Ace Server 3.3, Citrix Win Frame Client 3.0, Netscape, MS I.E.
4.0, AIX 4.2 applying troubleshooting skills.
Documented end user infrastructure and application issues and requests utilizing Vantive.
Performed troubleshooting, created user accounts, configured, maintained, and granted/denied Access to Various Applications, in a Network (6700 + Users LAN/WAN) environment.
Performed PC moves and reconfigurations, compiling call center statistics, and writing on-line documentation for end-users.
Connec.
Education
Associate of Arts: Electrical Engineer, Expected in Current - Housatonic Community College - Bridgeport, CT GPA:
Coursework in Computer Science and Engineering
Coursework in Information Technology and Computer Applications
Diploma: Computer Operations, Expected in 1984 - Computer Processing Institute - Bridgeport, CT. GPA:
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