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Technical Support Representative Resume Example

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TECHNICAL SUPPORT REPRESENTATIVE
Summary

Highly skilled Technical Support Representative with exceptional insight and knowledge of Microsoft Office, Adobe Professional, Open Office, Barracuda Backup appliance, Adobe Connect, TeamViewer, Windows Command Line and Batch, Active Directory, Quest Kace 1000 appliance and SolarWinds in Windows and Linux environment. Strong background in providing first-line to Subject Matter Expert-level support to users. Accomplished troubleshooter of related IT issues on multiple platforms.

Skills
  • Hardware upgrades
  • Troubleshooting proficiency
  • Exceptional telephone etiquette
  • Customer support needs assessment
  • Hardware diagnosis
  • DHCP/DNS Ethernet and Firewall proficient
  • Accomplished with mobile devices
  • Vast technical knowledge
  • Proficient in Sophos EndPoint, Printers, PC Security systems
  • Application installations
  • Patient and diligent
  • CompTIA A+ Certificate
  • Server Administration Experienced
  • Completly Dissambling and Reassambling any desktop and laptop system
Experience
Technical Support Representative|Child Parent Centers, Inc. - Tucson, AZ|09/2015 - Current
  • Updated software versions with patches and new installations to close security loopholes and protect users
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns
  • Troubleshot daily IT desktop, laptop and mobile devices client issues, supporting multiple departments and various offices
  • Advised users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions
  • Documented repair processes and helped streamline procedures for future technical support actions
  • Maintained composure and patience in face of difficult customer situations, applying deescalation techniques and positive customer support
  • Assessed customer bug reports and enhancement requests and prioritized development to streamline response
  • Mentored other technical engineers and support professionals to provide professional development and skill enhancement
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
  • Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
  • Assisted in technical support process refinement to improve customer service and support
  • Disassembled computer systems to troubleshoot and resolve hardware issues
  • Created new accounts, reset passwords and configured access to servers and file management software for users
  • Maintained calm, professional demeanor when faced with high demand, high volume workloads
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes
  • Observed system functioning and entered commands to test different areas of operations
  • Removed malware and viruses from laptops and desktop systems using specialized software
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions
  • Managed user profiles, security access and shared file structures
  • Built and maintained successful relationships with service providers, vendors and dealers
  • Tested performance, functionality and security of network systems, individual workstations and peripheral devices
  • Consistently responded to end-user service emails within standard window for optimal response
  • Over 4 years phone support for employees to troubleshoot and repair operating system, software and network related issues
  • Managed Quest Kace K1000 server for Inventory, Track and Monitor all Windows Based systems and maintain IT work request ticketing system
  • Created Images and Cloned PC's using Ghost Software
  • Provided technical support via onsite visit, telephone, or remote access software to identify and resolve issues with Windows 10, VOIP Phones, Brother Printers, Networks, Hi-speed scanners, copiers, ATA fax devices, various software e.g. MS Office Suite, Adobe Professional
  • Followed procedures to Cable management on employee areas and meet safety hazard policies
  • Participated and realized diverse IT related projects (Upgrading server operating systems, Active Directory Server Up and Running, Create and pre-configure diverse software packages to push out via LAN to employee computers, etc..)
Computer And Information Systems Manager|Foothills Computer Services - Tucson, AZ|03/2010 - 08/2015
  • Repair, Troubleshoot Mobile Devices (iPhone, iPad, iPod and Android Tablets)
  • Repair and support Windows 7, Windows Vista, Windows XP and Windows 8 Computers
  • Install and support to Windows and Mac based application and Software/Hardware
  • Setup and repair of software and hardware desktop and laptop PC's, data and communications systems
  • Updated software versions with patches and new installations to close security loopholes and protect users
  • Troubleshot daily IT desktop, laptop and mobile devices costumer issues
  • Maintained composure and patience in face of difficult customer situations, applying deescalation techniques and positive customer support
  • Assessed customer bug reports and enhancement requests and prioritized development to streamline response
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
  • Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries
  • Assisted in technical support process refinement to improve customer service and support
  • Disassembled computer systems to troubleshoot and resolve hardware issues
  • Maintained calm, professional demeanor when faced with high demand, high volume workloads
  • Observed system functioning and entered commands to test different areas of operations
  • Removed malware and viruses from laptops and desktop systems using specialized software
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions
  • Built and maintained successful relationships with costumers
  • Tested performance, functionality and security of network systems, individual workstations and peripheral devices
  • Over 5 years phone support for costumers to troubleshoot and repair operating system, software and network related issues
  • Created Images and Cloned PC's using Ghost Software
  • Provided technical support via onsite visit, telephone, or remote access software to identify and resolve issues with Windows, Printers, Networks, Scanners, Copiers, various software e.g. MS Office Suite, Adobe Acrobat
  • Tutored students requiring additional assistance to improve overall comprehension of difficult concepts.
  • Trained and managed entership and volunteers teams by explaining job responsibilities, overseeing task prioritization and coordinate small projects.
  • Mentored and coached entership and volunteers teams by giving positive feedback and constructive criticism.
Computer And Information Systems Manager|Computer City Store - Tucson, AZ|12/2005 - 02/2010
  • Repair and support Windows XP and Windows 2000 Computers
  • Troubleshooting information about current problems
  • Installing Windows platform software
  • Technically supported a Windows based application and Software/Hardware
  • Setup and Configured local and network printers
  • Setup and repair of software and hardware desktop and laptop PC's
  • Assisting in setup of network systems
  • Hardware and software support to laptop and desktop end user
  • Install, Repair and Troubleshoot Ubuntu Linux and Mandriva Linux
  • Testing and installation of pc applications
  • Troubleshot daily IT desktop and laptop client issues
  • Advised users regarding required maintenance practices of diverse software systems
  • Assessed customer bug reports and enhancement requests and prioritized development to streamline response
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
  • Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
  • Assisted in technical support process refinement to improve customer service and support
  • Disassembled computer systems to troubleshoot and resolve hardware issues
  • Removed malware and viruses from laptops and desktop systems using specialized software
  • Explained technology-related details in easy-to-understand terms to individuals
  • Built and maintained successful relationships with costumers
  • Tested performance, functionality and security of network systems, individual workstations and peripheral devices
  • Provided technical support via onsite visit or on store to identify and resolve issues with Windows systems
Education and Training
ICES||Sonora, Mexico|2004Associate of Science: Information Technology

Associate grades has been validated on USA

Pima Community College|Tucson, AZSome College (No Degree): Associate of Applied Science, Systems Admin
Certifications

CompTIA A+ Certificate

Candidate ID:

COMP001020107500

Certification Date:

September 23, 2010

Code: C851VQKJDH44SCN0
Verify at: http://verify.CompTIA.org

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Resume Overview

Companies Worked For:

  • Child Parent Centers, Inc.
  • Foothills Computer Services
  • Computer City Store

School Attended

  • ICES
  • Pima Community College

Job Titles Held:

  • Technical Support Representative
  • Computer And Information Systems Manager

Degrees

  • Associate of Science : Information Technology
    Some College (No Degree) : Associate of Applied Science, Systems Admin

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