Technical Support Specialist resume example with 14+ years of experience
- Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
- (555) 432-1000
- resumesample@example.com
Operating Systems: Windows 98 - Windows 10 (Professional & Server) Networking: LAN/WAN, Ethernet, wireless systems, TCP/IP, DHCP, WINS, DNS, IPV4, FTP, VPN, IIS, Active Directory, Token Ring Applications/Tools: MS Office 1997 - 2016, Project, Visio WebTrends, Explorer, Exceed, FrontPage, Acrobat, Exchange, HP-Jet Admin, SQL, ODBC, Oracle, ARCserve, Visual Studio Enterprise, Visual SourceSafe, McAfee ePolicy Orchestrator, Unicenter, POS systems, IBM Lotus Notes. SalesLogix Hardware: PCs, servers, routers, switches, hubs, peripherals, GPS, Barcode, WWAN.Patient and diligent Vast technical knowledge |
Airco Air Conditioning – Hurst, TX,
- Resolve customer problems via the hotline, chat, e-mail, faxes and any other contact as required while maintaining awareness of the hotline call system and assuring hotline service levels are met.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, networking, and proprietary software.
- Achieved computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
- Provided support for all Information Technology products and services.
- Support included answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality.
- Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Maximized use of hardware and software by training customers; interpreting instructions; answering questions.
- Engage in research and in-depth troubleshooting to resolve technical issues.
- Escalate all customer issues and problems with engineering and factory while providing customer timely feedback on progress of their issues and maintaining records of all escalated problems.
- Maintained up-to-date knowledge of all company products, service procedures, and offering to properly assist clients.
- Trained newer Employees onsite as well as offsite, either in a classroom based scenario or one on one.
- Develop methods to share newly gained product and industry knowledge with customers and Tier 1 support teams.
- HDVC training, Producing of technical and procedural documents, and knowledgebase articles.
- Goal is to assure Tier 1 team is raising their knowledge of products, procedures and technologies.
- Applied learned concepts to think of new and creative ways to implement existing strategy.
- Recognized patterns and/or trends and applies them to the current situation.
- Think innovatively about improving Panasonic business in the marketplace.
- Learnt policies and practices necessary to meet job requirements.
- Used benchmarks and effective research to uncover hidden facts and stay up to date with trends.
Harris Computer Systems – Lake Mary, FL,
- Oversaw daily restaurant management.
- Hired and trained staff of 12.
- Resolved all customer issues.
- Set all productivity, sales, customer satisfaction, and employee morale goals.
- Increased revenue all four years, including 18% in first year, and 26% in second year.
- Reduced labor costs 11% through effective scheduling of resources based on seasonal business.
- Implemented Point of Sale (POS) system that dramatically improved efficiency and inventory control.
- Improved profitability 9% by leading effective marketing strategies to focus on target markets.
- Grew annual sales 12% on average by implementing successful catering business.
- Built name brand recognition through involvement in charitable events and fund raisers.
- Accurately processes bi-weekly payroll for all employees.
Concurrent Technologies Inc – City, STATE,
- Provided application, hardware, and operating system support for average of 75 end users.
- Implemented and administered Windows 2000 Active Directory Services Infrastructure.
- Administered Exchange system, including creation/deletion of mailboxes, aliases, distribution lists, Outlook client, and public folders.
- Resolved client and server issues.
- Installed and supported servers, DHCP, WINS, DNS, IIS, network and computer hardware, operating systems, software, and peripherals.
- Upgraded 45 servers from Windows NT to Windows 2000.
- Improved network reliability 30% by resolving hardware failures and connectivity / bandwidth issues, optimizing LAN, and eliminating server slow-downs.
- Introduced backup strategy for Windows servers and Exchange servers, using ARCserve.
- Built, configured, and installed operating systems for more than 25 servers.
- Upgraded over 25 PCs and laptops from Windows NT to Windows 2000, and then to Windows XP.
- Supervised and trained team of four Tier II/III service technicians, supporting AT&T users.
- Monitored, tested, and maintained website functionalities.
- Identified areas for improvement.
- Performed wiring, cabling, and maintenance of data center and patch panels.
- Installed, configured, and maintained antivirus software for all servers and desktops.
Bombay University - Bombay,
Economics/Accounting
Kean University - , NJ
A+ Certification, Active Directory, Acrobat, antivirus, ARCserve, backup, bi, cabling, client and server, Hardware, computer hardware, client, clients, customer satisfaction, desktops, DHCP, DNS, e-mail, Ethernet, faxes, focus, FrontPage, FTP, GPS, HP, hubs, IIS, Information Technology, instructing, Explorer, inventory control, LAN, laptops, IBM Lotus Notes, marketing strategies, McAfee, Exchange, MS Office, Outlook, Windows, Windows 2000, Windows 98, Windows NT, Windows XP, Enterprise, network, Networking, ODBC, Operating Systems, operating system, Oracle, payroll, peripherals, policies, POS, processes, Producing, progress, Read, research, restaurant management, routers, sales, scheduling, servers, Visual SourceSafe, SQL, strategy, switches, TCP/IP, teaching, technical assistance, technical manuals, Token Ring, troubleshooting, VPN, Visio, Visual Studio, website, WebTrends, WAN, wiring, articles
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Resume Overview
School Attended
- Bombay University
- Kean University
Job Titles Held:
- Technical Support Specialist
- Owner/Manager
- Application Consultant
Degrees
- Bachelor of Commerce
- A+ Certification 2011 Course work in Computer Science
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