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Technology Support Specialist Resume Example

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TECHNOLOGY SUPPORT SPECIALIST
Summary

Technologically-savvy Technology Support Specialist with proven customer service, time management and multitasking abilities. Attentive to customer needs and able to break down technical problems to develop effective solutions.

Skills
  • Microsoft Windows 7,8,10
  • Active Directory
  • Mac OS X 10.9.4 to 10.14
  • Imaging
  • BMC Remedy
  • BMC Magic
  • Big Web Apps
  • Troubleshooting
  • AS400
  • Citrix
  • Customer Service
  • Help Desk
  • Gmail Administration
  • O365 Administration
  • Shoretel Voip Administration
  • Imaging - Fog, Windows, and Deploy Studio
  • Hardware maintenance and troubleshooting
  • Microsoft Office
  • Switches
  • Technical assistance
  • Logmein
  • IOS devices
  • Android devices
  • Administrative support
  • Team building
Experience
Technology Support Specialist, Badger Sportswear, September 2019-March 2020Statesville, North Carolina (NC)
  • Evaluated benefits for each caller to determine service needs and address concerns.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Prepared and deployed devices and software to new users.
  • Managed Active Directory Users and Groups.
  • Assigned folder permissions to users.
  • Maintained warehouse devices such as Zebra shipping printers and wrist and handheld barcode scanners.
  • Maintained inventory of equipment purchased by company.
  • Worked with external vendor representatives to address customer needs.
  • Added users and assigned roles in Warehouse Management System.
  • Managed mobile devices and accounts.
  • Responsible for ticket routing and escalation.
  • 0365 administration
  • Shortel administration
  • Supported users remotely using Logmein and Remote Desktop
Computer Technician III, Iredell Statesville-Schools, January 2013-September 2019Statesville, NC
  • Assisted Administration, school personnel, and students with hardware and software problems, provided troubleshooting, and owned desktop and network issues to resolution.
  • Performed maintenance for school computers, peripheral equipment, identifying problems, and providing appropriate solutions.
  • Installed operating systems and applications, created and deployed images to client computers.
  • Upgraded, maintained, and repaired computer systems to improve speed, reliability, and efficiency of operation.
  • Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions.
  • Reduced stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment.
  • Received numerous customer commendations.
  • Troubleshooting of managed and un-managed switches along with other network related issues.
  • Responsible for imaging and deploying 300 Mac computers in the district.
  • Proficient in network protocols, DHCP, DNS and SMPT.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Responsible for training and onboarding of new technicians.
  • Assisted with MDM management.
  • Provided support of Canvas LMS and users of LMS.
Help Desk Analyst, Ralph Lauren, January 2011-January 2013Greensboro, NC
  • Provided assistance and support to global computer users via telephone and e-mail.
  • Utilized ticketing system to record and track user calls and e-mails.
  • Reported on common problems, complaints, escalating network wide troubles to Lead Technician.
  • Provided global store support.
  • Collected frequently asked questions and wrote formal answers to ensure accuracy of responses and consistency with other Help Desk personnel.
  • Actively tracked and followed up on trouble tickets, reducing average response time.
  • Prototyped system upgrades to identify potential problems and learned to operate and troubleshoot new systems.
  • Assisted with the creation of the Help Desk training manual for new analysts.
Field Service Technician, World Wide Tech Services, January 2011-January 2011Tewksbury, Massachusetts
  • Provided technical assistance to commercial and residential clients.
  • Supplied professional and courteous service to all clients.
  • Focus on excellent and timely Customer Service Responsible for contacting and scheduling all appointments Responsible for parts pickup and return Coverage area consisted of Alexander, Yadkin, Davie, Iredell, Wilkes, Surry, and Alleghany Counties Replaced warranted components of laptops and desktops (Hard drives, motherboards, ram, power supplies, LCD screens) Upgraded, maintained, and repaired computer systems to improve speed, reliability, and efficiency of operation.
Education and Training
Associate of ScienceInformation Systems Technology, , , I.T.T. Technical Institute, , GreensboroNC2011
Associate of ScienceComputer Science, , , Mitchell Community College, , Mooresville, CharlotteNC1995
Bachelor of ScienceComputer Science, 1992
High School DiplomaWest Iredell High School, , StatesvilleNCJune 1991
Certifications

DCSE-Dell Certified Systems Expert

MCDST Windows XP Certificate of Completion

ACMT Certified (Apple Certified Mac Technician)

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Resume Overview

Companies Worked For:

  • Badger Sportswear
  • Iredell Statesville-Schools
  • Ralph Lauren
  • World Wide Tech Services

School Attended

  • I.T.T. Technical Institute
  • Mitchell Community College
  • West Iredell High School

Job Titles Held:

  • Technology Support Specialist
  • Computer Technician III
  • Help Desk Analyst
  • Field Service Technician

Degrees

  • Associate of Science
    Associate of Science
    Bachelor of Science
    High School Diploma

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