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0-5 years of experience
- Worked on a team that consolidated 18 help desks for the Environmental Protection Agency (EPA) into a single, managed call center providing single-point-of-contact for all inquiries, federal agency and general public alike.
- Provided technical support for close to 21,000 EPA employees and contractors for diverse hardware and software trouble tickets.
- Helped to manage the RSA token database.
- Served as a Q/A lead in new systems launch, Web Based Remedy over the desktop version, while providing critical feedback which led to reduced implementation errors.
- Maintained a 98% first call resolution, thereby reducing call back rates and enhancing customer service experiences of the clients
0-5 years of experience
Provided “Level 1” and “Level 2” technical support to 500+ on-site and remote end-users in a Citrix environment.
- Accurately diagnosed, documented, and resolved hardware, software, mobile device, application, peripheral, remote
- Participated in a project with a small team to install Windows 7 on 500+ company computers and provided necessary
- Supported numerous company activities by setting up and configuring laptops, projectors, video teleconference
- Conducted training on internal systems, local procedures and other technical subjects for company employees.
- Tasked with monitoring, organizing and editing help desk tickets in trouble ticket system.
0-5 years of experience
Responsible for first and second level support ticket resolution, as well as ticket intake and classification. Works in tandem with Systems Administrator and reports to Director of Information Technology.
- Successfully reduced open tickets from 150 to 110 in first week on the job.
- Reduced abandoned ticket rate from 20% to less than 2%.
- Decreased average support ticket resolution time from 36 hours to 1 hour.
0-5 years of experience
Trained Sales Department how to quickly produce PowerPoint shows by storing individual slides on their Sharepoint site thereby eliminating the need for a sales person to recreate a slide show every time they needed one. It also made them easy to find and sales people could easily share slides.
- Resolved hardware and software problems reported by national and international users throughout the company.
- Located and implemented free Open Source Spam filtering software for entire company resulting in the reduction of Spam by 98.9% within two weeks.
- Trained all users and provided support for Sharpoint sites.
0-5 years of experience
Provided remote IT support from Little Rock, AR; End-User Training, Process Documentation.
- Developed data models for web applications, reporting to facilitate systems integration.
- Trained System Users on-site to troubleshoot various technical issues and adjust system processes.
- Organized thousands of records in Excel, created pivot tables for reports, and created Print Form Consoles using Visual Basic and Excel Macros.
- Collaborated with Chief of Operations, Director of IT, Chief Financial Officer, and clinical space Managers.
- Determined requirements and process integration, configured, and implemented E-script System across 20 clinical locations.
0-5 years of experience
Provided Level 2 support for over 1,000 end users requiring hardware and software support via phone, email, remotely and desk side.
- Remote support was provided through LANDesk, PC Anywhere, and Go To Assist.
- Performed installations, hardware repairs, maintenance, technical assistance, and support on Windows 2000, XP, Vista and MAC OSX computers.
- Performed PC cloning/imaging with Symantec Ghost and Acronis True Image.
- Provided PDA support for Blackberry and Palm devices.
- Created and managed user accounts using Active Directory along with implementing group policies and security updates with LANDesk Management Suite.
- Assisted various personnel with their presentation needs by providing conference room support, video editing, and slide show creation.
6-10 years of experience
Provided desktop support for high call center, supporting more than 300 facilities
- Performed network administration; created user groups and user accounts; reset passwords
- Logged customer requests into Heat; managed and monitored status of all customer requests
- Applied service packs to workstations.
- Provide first call resolution to ensure customer satisfaction.
0-5 years of experience
Managed, resolved and controlled high level client and customer support issues
- Provided programming/support for client projects, posting issues in call tracking system.
- Maintained technical accuracy by keeping current on policies, products, and industry trends
- Enhanced knowledge base documentation available for end-user and programming level support
- Decreased downtime, and increased client satisfaction, by aggressive resolution of support issues.
- Supported the Total Performance Management initiative of insurance claims systems
0-5 years of experience
Responsible for coordinating with staff and handling new account creations, system builds, and deployments
- Performed Active Directory user management
- Created and performed computer imaging using Windows Deployment Services
- Created backups utilizing Norton Ghost
- Configured IP Phones using Cisco Call Manager and Unity Call Manager
- Provided field assistance and served as a liaison for vendor software and hardware
- Coordinated all E-Waste collections
- Created a documentation wiki for users and helpdesk staff that helped reduce the need for assistance
0-5 years of experience
Performed first level problem determination using automated Helpdesk software tools to resolve problems across the company.
- Escalate software/hardware problems that cannot be resolved to the appropriate level of support.
- Maintained user/problem databases and support documentation.
- Windows XP & 2007, Office Suite 2003 & 2007, 2013, Open Office, Active Directory, Windows Server 2003, Mail Server (Mail Daemon), CMS (Joomla), SQL Server.
- Inventory control System (SCI) and accounting information system (VERSAT)(ERP software developed by the company).
- Trained and assisted business users in the use of company’s software.
- Performed unit and system testing. Coordinated user acceptance testing.
- Computer hardware repairing and upgrades.
0-5 years of experience
Install new PC (store server) and software to all Aldi locations and backing up all store information. Once New hardware is installed check connectivity by running a ping test to the server and the switch and making connectivity by using Remote Desktop. Also test registers
- Participate in Dial up to WAN migration to all Aldi installing 24 port managed switches to all locations. Once the switch is installed test connectivity by running a ping test
- Configured 24 port HP switch for registers and time clocks
- Provided 75% phone support to store managers resolving issues from password resets to network outages
0-5 years of experience
IT leadership and management in the installation and maintenance of networked desktop computers, telecommunication equipment, and application services for 7 storefronts.
- Developed centralized, efficient methods for managing end user systems to minimize downtime and hands on visits to workstations.
- Performed hardware repair and maintenance.
- Identified and addressed complex usability problems.
- Overseen ticket assignments for technical support, insuring referral to appropriate level of services.
0-5 years of experience
Primary support for applications including Treasury, Corporate Taxes, Internal Audit, Legal, Internal Web Survey, and Retirement. Secondary support for applications including Real Estate Workplace, and Conference Room Scheduling. Troubleshoot, analyze, resolve, escalate, and document reported incidents. Provide ownership of business user submitted incidents, as well as automated incidents. Propose viable solutions to repetitive problems. Create and maintain comprehensive documentation for defined applications. Perform installation and upgrades. Liaison between business users, IT service providers, and third party vendors.
- Provided technical application support for users in 3 regions (Americas, Asia Pacific, and Europe) 24X7.
- Processed over 200 user access requests per month.
- Performed multiple application installations and upgrades.
- Performed quarterly application failover tests. Created and maintained DRP plans.
- Provide 24×7 on-call support. Proactively monitored applications on the weekend.
- Escalated application issues as needed and communicated with escalation team and customers.
- Created support documentation when none existed. Created recorded support training videos. Cross trained peers.
- SOX audit Subject Matter Expert for the Treasury applications, ensuring that change management and operations management controls were executed consistently.
0-5 years of experience
Repaired, upgraded and resolved all computer software and hardware issues to ensure all community Hub computers were 100% operational
- Installed, configured, updated and maintained all internal software and hardware resources including printers, laptops and client workstations
- Provided technical support to IT staff and assisted end users with application/product training
- Trained internal and remote offices on basic computer language and provided laptop support to traveling employees
0-5 years of experience
Directly responsible for systems availability and security, including the management of multiple Windows servers running in a 99% VMware virtualized environment.
- Manage multiple vendors, including both service providers, and third party support.
- Created and maintained multiple information technology procedures at both the organizational and departmental levels.
- Engineered and implemented the business continuity and disaster recovery plan in regards to information technology after converting from a completely physical to virtual environment.
- Frequent involvement in information technology strategic planning, which includes identifying potential solutions and technologies to accommodate current and future needs.
6-10 years of experience
Provided prompt technical support to corporate users via phone, email, remote and onsite.
- Built, installed, configured and deployed new workstations, network hardware and smart devices.
- Supported business software includes Office suite, financial applications, VPN, system management tools.
- Administered moves, adds, changes related to user stations, at permanent and temporary remote sites.
- Managed and regularly maintained all of northwest regional sites computer network infrastructure.
- Exercised routine security patches on the network and administrated proper security procedures to user
- Conducted end user training in line with corporate standard protocols.
- Collaborated with senior personnel on necessary escalations on projects and network changes.
6-10 years of experience
Assisted the network team in migrating users from Novell 6.5 to Windows Active Directory as well as transitioning from GroupWise mail to Microsoft Office 365
- Managed configuration of Avaya IP Office PBX including handsets and phone extension setup for Southern California offices
- Supported installation and configuration of Microsoft Office 365, Lync, Outlook, BlackBerry Enterprise, Windows phone, Windows 7, FAS accounting software, ADP PCPW software, Juniper VPN client, Microsoft System Center Endpoint Protection, Kasperski Antivirus, SAN QNAP, Drobo storage and a comprehensive suite of network printers
- Assisted network infrastructure team in diagnosing Windows 2008 server network issues and resolved server issues as necessary.
- Performed backup and restore of Windows 2003, 2008 and Novell servers using QNAP file synchronization. Transitioned from Mozy to Microsoft Storsimple
- Supported remote locations and monitored applications in a 24×7 environment
- Configured new workstations and laptops for new employees and provided user training
- Answered and resolved helpdesk calls from users
- Added new user accounts to Active Directory domain and created new user email accounts
0-5 years of experience
ITIL Service Desk Manager
- Managed contractors as part of migration to virtual desktops
- Administered ITIL Service desk using CA Cloud Service Management platform
- Developed Knowledgebase and Best Practices
- Member of Tier 3 helpdesk supporting over 400 employees across site across the US
- Coordinated IT support for major office move
- Supported VMware environment including Horizon View, Workspace and vSphere
0-5 years of experience
- Lead Support Analyst on the IT helpdesk responsible for 1st and selected 2nd level support for over 2,000 employees
- Responsible for training and mentoring new Support Analysts
- Successfully managed and implemented a Citrix portal security project in response to the recent RSA security breach
- Assisted the replacement of the company’s intranet site package
- Gathered requirements and researched software solutions for a new ticketing/incident management system for the enterprise
10+ years of experience
- Performed software and server support for 20,000+ Windows Servers.
- Assisted with critical system outages, software upgrades, and capacity planning.
- Coordinated with business executives, software experts, help desks, and data source teams in a 24×7 availability environment.
- Provided customer service support to over 13,000 Allstate agents countrywide.
6-10 years of experience
- Provided first and second level operational support to multiple production and development system platforms from a centralized location to maintain Service Level Agreements
- Organized and coordinated efforts of all support groups in software analysis, error detection and proper implementation of corrective procedures to restore system availability
- Assisted in the testing of new software designed to improve user applications and evaluated success against expected results
- Established integral relationships with other team members as well as all support personnel to ensure a professional working environment
- Administered training to team members as well as new employees
0-5 years of experience
Provide support for a variety of network, software, and hardware issues for Kraft end users
- Support MS Office 2010 and 2013 applications, as well as Citrix, Cisco, and Matrics/AS400
- Dispatch incidents to third party support teams for problems with SAP, Networking, Infrastructure, and other Tier 2 supported issues
- Implemented new policies currently being used by the Kraft Service Desk to distribute and track necessary information for Planned Power Outages and other expected occurrences at manufacturing sites
- Handle security issues for users such as password resets and phishing or social engineering concerns
- Follow ITIL procedure in regards to incident management and service requests for new user access
6-10 years of experience
Implemented, Administered and Managed Windows Servers (2008, 2003, 2000, NT), Active Directory, Microsoft Exchange server, CISCO Router and Switches, Users and Shared Resources, DFS, VMs, applications, software updates, and ensure operational effectiveness and availability for IT systems at all times, including administration of security, backup, and disaster recovery
- Monitored and supported Backups of critical data using BackupExec and Veritas software
- Provided Desktop support both in hardware and software
- Partnered with IT and external service providers to develop, implement, and maintain the infrastructure solutions necessary to support the current and future business requirements
- Maintained an understanding of current technologies, trends, business strategies, and infrastructure capabilities
- Operated and Co-Administered the following: Active Directory, Windows 2008, 2003 and 2000 based servers, Windows Update, Trend Anti-Virus, DHL, Fed-Ex servers
- Provided Training to co-workers in MS Office Suite and PC Skills
- Designed Barcode Labels for vendors/customers using Loftware, LabelView, Seagulls
- Created Reports for Management using Microsoft Access VBA and/or Oracle SQL
0-5 years of experience
Provided IT Help Desk support to external customers and users
- Received, documented and tracked all incoming customer/user calls for immediate remedy and closure
- Utilized computer and database information(Remedy) to update incident status
- Served as the single point of contact for incidents, including owning the call through closure
- Investigated, examined, troubleshoot and solved hardware and software issues quickly
- Unlocked and reset passwords for user accounts
- Resolved issues for clients using designated remote access tool
- Provided detail documentation of all steps involved in resolving customer issues
6-10 years of experience
Supported Multiple Data Centers onsite, resolved LAN/WAN conflicts, performed Server upgrades and user computer account installs, moves and adds, printer adds and network permissions and resource connectivity.
- Served as 3rd tier call center support, provided technical support for C-Level Management and Software engineers of [company name]’s Enterprise Software Research and Development Group, consisting of 5000+ Clients.
- Provided technical Support for Access Database, Sybase SQL and Clarify Business Intelligence/CRM Customization Software Lab
- Supported, setup and configuration DATA center cabling, HVAC, and Security.
- Served as team lead, provided escalation path, support, training and development to junior team members.
0-5 years of experience
IT Help Desk / IT Support Engineer / MICROS and NCR Support
- Provided proactive and reactive technical support, network surveillance, troubleshooting, coordination, and restoration of service affecting network events/issues.
- Communicated via phone, email, and chat with internal and/or external clients requiring assistance or information. Interpreted client’s needs and utilized software solutions and personal knowledge and troubleshooting skills to identify resolutions.
- Provided technical assistance (hardware/software/network) to field maintenance personnel, trouble tracking, coordination, notification, escalation, and documentation to resolve events/issues efficiently minimizing customer impact.
- Maintained a technical working knowledge of products supported by the department.
- Performed technical project management.
- Maintained LAN and WAN infrastructure and services, including switches, firewalls, and routers for desktop and server support.
0-5 years of experience
- Participated in building the new Global Support Center, including defining and implementing new processes, producing technical documentation for the knowledge base, providing training to co-workers, resolving clients’ issues in a timely and efficient manner, and providing best in class service.
- Expedited client issues, providing immediate solutions to a variety of technical issues ranging from the enterprise production environment to desktop challenges for an internal client base of 45,000 users.
- Handled sensitive calls from traders, directors, and bank management as a part of a hand-picked team of specialists
- Provided 24/7 support on a rotating basis, covering all internal client challenges worldwide, including trade floors in New York and London
- Defined and documented the Incident Lifecycle Management process as a part of a team under directives from management
- Produced technical documentation for the knowledge base as a part of the Knowledge Management team
0-5 years of experience
Mastered Industry-standard software tools
- Supported worldwide users in 24/7 operations
- Ticketing, SAP, Windows Server 2008
- Enhanced service desk through innovative solutions
- Continually updated personal knowledge of computer operation systems, hardware and software
- Developed unforgettable user experiences
- Create CRM systems for customer records, requests and documentation
0-5 years of experience
Provide technical support for the area’s largest school district and administrative offices
- Installed, maintained, and monitored the operation of PCs/Laptops/Servers in support of the business following documented processes
- Provide diagnostic and corrective installation for desk-top, laptop and network connectivity issues
- Available for technical support to all end-users on site or remote campuses with satisfactory results
- Worked with Senior IT staff on projects and troubleshooting issues
0-5 years of experience
- Monitored support queues and manage SLA compliance.
- Provided hardware build support including installing, configuring, diagnosing, repairing and upgrading all corporate hardware and equipment.
- Responsible for keeping all applicant, client verification and company proprietary information confidential.
- Compiled reports including SLA targets, FTP jobs, and Active batch logs.
- Worked closely with IT management to implement service delivery requirements and improvements.
- Maintained and managed inventory levels for IT related supplies.
- Trained and mentored IT Support Analysts.
0-5 years of experience
- Conducted troubleshooting, maintenance, and support for client hardware/software
- Diagnosed errors and related issues in clients system and coordinated asset inventory
- Maintained end user accounts, permissions, and access rights
- Educated clients on tools and necessary methods to increase business productivity and efficiency
0-5 years of experience
Performs PC/Laptop, Printer and Network support in a Windows XP/7 environment for 150 end users.
- Diagnosis and resolution of Citrix connectivity issues for internal employees and clients.
- Troubleshooting problems with MS Office Outlook 2003, 2007 and 2010
- Create user accounts and assign group rights using Active Directory.
- Provides training of web site navigation and tools for end-users.
- Provided support via Remote Control through Go to Assist.
- Resolved software installations, updates, and licensing issues.
0-5 years of experience
Installed and configures computers and peripherals on data networks
- Assisted in capacity planning of computers
- Provided guidance and training to Information Technology Services staff in resolving problems and queries
- Coordinated activities of external contractors completing installations of computers and printers
- First point of contact in all computer hardware and software problems and requests
- Updated and maintains the related database(s)
- Assisted in the support of administrative computer-based applications
- Installed, maintained, and completed backups of RDC Mac Server and connection to Active Directory System
0-5 years of experience
Respond to requests for assistance from customers experiencing problems with Peak 10 solutions via telephone or electronically.
- Troubleshoot and document technical issues independently while using product knowledge, manuals, internal resources, and test systems using Peak 10 ticketing system.
- Provide managed services support for virtual machines using VMware.
- Provide configuration and support of Cisco firewalls and other firewalls, including opening and closing ports, and setting firewall rules for customer requests.
- Provide remote support to customer requests using Telnet and SSH.
- Escalate calls to appropriate teams and individuals if resolution is not imminent.
- Resolve customer issues, acknowledge alerts generated by the physical/environmental, network, and server management systems.
0-5 years of experience
- Provided First-Tier technical support to internal and external customers for problems and inquiries regarding the use of software/applications and hardware.
- Received and directed calls & emails, analyzed software and hardware problems, resolved issues and/or directed inquiries to the appropriate system personnel.
- Provided on-site support to internal end-users for network, software & hardware issues.
- Setup & configured user workstations; Developed new workstation deployment images.
- Setup network accounts & provisioned access in Active Directory/Microsoft Exchange 2010.
- Created & managed user accounts in DiamondD SIS.
- Logged and tracked incidents and calls, and created tickets in SharePoint Issue tracking list.
- Documented technical solutions, installations & upgrade procedures in IT wiki, and developed documentation for end-users.
0-5 years of experience
- Performed tier 1 and tier 2 support on all retail store system hardware and applications
- Performed application troubleshooting for Windows XP, Windows Mobile OS, Mac OSX, Adobe Publishing Suite, Microsoft Office Suite, Microsoft Outlook, Entourage, SAP, AS400
- Experienced in troubleshooting network printing / configured network settings on high volume printing systems
- Promoted from IT Specialist to IT Analyst within the first year of Employment
- Trained newly hired analysts and contractors, published troubleshooting documentation for the departmental knowledge base
- Involved in projects concerning PC hardware upgrades, and software deployments via SMS
- Worked with Active directory services for adding and removing computer / user objects
6-10 years of experience
Provide IT support for NASA and Army Corps of Engineers for a variety of computer issues
- Submit, track and monitor issues using BMC Remedy software
- Resolve PC software configuration issues, approve patches and printing devices
- Troubleshoot computer issues, perform hardware and software diagnostics
- Arrange, coordinate and track hardware repairs as needed
- Documented customer issues and resolution details and updated management of regular basis
- Monitor problem ticket queue to ensure all tasks are completed within specified metric requirements
0-5 years of experience
Provided phone support for MS Office and Outlook users
- Designed and maintained Trouble Ticket Management Reports, Views and Queries
- Provided Remote Access support using AD, VNC, SMS
- Installed PCs & Point of Sale terminals, Time Clocks, scanners, printers & auxiliary displays
- Performed User Data Transfers for PC replacements
- Assembled and populate Network Cabinets
- Inventoried ports and equipment, Dress Cables, Verify Network Connectivity & Functionality
0-5 years of experience
Provided troubleshooting and triage for incoming support request from internal and external customers, maintaining a detailed history of case notes from start to completion of session
- Diagnosed computer systems, hardware, and software problems making necessary repairs
- Maintains current knowledge of technology through regular course material training
- Created knowledge base for future reference on step by step problem solving
- Assisted in the design and delivery of in-house software application training programs
0-5 years of experience
Troubleshoot technical issues with insurance company owned and Agent leased pcs and laptops
- Provide technical support for company owned web applications and software
- Provide network/local printer and other hardware support for items such as signature pads and external drives
- Provide backup support for group projects such as migrations and software changes
- Post outage notifications and assist with keeping Knowledgebase updated
- Activate mobile phones and assist with Citrix and Exchange installs on Smartphones
- Part of a 3 member team that created and worked on a Security Access Requests Project
0-5 years of experience
- Created accounts and managed with Active Directory
- Configured mobile devices and deployed for mobile kiosks at clinics
- Troubleshot and administered eClinicalWorks medical record management system
- Entered in asset information and utilized Salesforce as case management system
0-5 years of experience
Part of small team of five total technicians which handled the management and support of all IT-related issues/resources for approximately 15 different small companies.
- Primarily managed MS Exchange servers, cloud-based email services, data backups, antivirus tools, WSUS controlled updates and MS file servers.
- Support/troubleshooting issues ran across the board, but typically involved Windows 7, email support, antivirus management and virus removal, internet/network connectivity and other common software/hardware issues.
- Support and administration was handled remotely when possible, but frequently required face-to-face interaction and onsite visits.
- Managed tickets via ConnectWise ticketing system.
0-5 years of experience
Deploying, bug-testing, and identifying errors in Cubesmart’s .NET based financial accounting system, Centershift (C#), and paperless lease system, Smartdoxs(C#).
- User account and access management for all corporate network users, utilizing Active Directory.
- Monitoring the company data center
- Troubleshooting the company’s proprietary gate systems
- Providing phone-based and remote tech support for the corporate sales center, executive level employees, and Cubesmart’s 1,200+ owned and managed stores, utilizing LogMeIn
- Documenting reported issues in IT’s ticketing system, Manage Engine ServiceDesk
- Resolving various hardware, software, network and peripheral issues including: disk re-imaging, virus/malware removal, software upgrades, router and VoIP setups.
10+ years of experience
Support over 120 internal and remote end-users with a wide range of technical issues.
- Ensure optimal daily system performance by maintaining servers, executing nightly back-up, troubleshooting software and hardware issues, and participating in operational improvement projects.
- Assist IT manager with selection, purchasing and deployment of hardware and software applications.
- Control system security through setting-up on new user accounts, generating/changing password, and granting access to specific software programs and applications.
- Troubleshoot and replace standard components such as disk drives, memory, and mother-boards, as well as external peripherals to include printers and permanent and removable storage.
- Install and train end-users on software upgrades, patches, and new programs.
0-5 years of experience
- Single provider of IT Services for this division
- Support end users in North American Offices (US and Canada) along with remote sites and rigs out in the field, including On Call Support (drilling, well services & directional drilling)
- Responded to tickets in queue that needed to be assessed and completed (HEAT, and now ServiceNow)
- Installed and maintained Computers, Servers, Network Core and Devices that made up the network
- Helped maintain and configure the Mitel VoIP system install along with Polycom integration.
- Planned and oversaw projects for the Bakersfield Offices, along with input for other projects that needed a possible IT insight
- ServiceNow Administrator (including ServiceNow System Administration Training Class)
0-5 years of experience
Work with internal and remote customers to provide assistance and resolution to Information
Technology issues related to their job.
- Work with external clients to resolve issues relating to their portal
- Used ticketing system to track information and analyze progress of ingoing issues.
- Manage Tier 2 and 3 support requests.
- Support all desktops, laptops, printers and copiers.
- Repair equipment as needed
- Worked as a member of the ECO team to lower paper usage, and power consumption therefore
0-5 years of experience
Support and utilize Citrix Access Management Console, Citrix Client, Windows Active Directory, Microsoft Office Suite2010 including Microsoft Outlook 2010, Epicor Financial Suite, MxSecure MxTranscribe4, eChamp EMR, Plexis Claim Manager, Kronos Timestamps, Lawson ESS, Applicationxtender, Sigmacare EMR, Mckesson, ProActivity Reports, Sharepoint, Trizetto, Blackberry devices, and Iphone and iPad devices.
- Instruct and provide on-going support to users with regard to proper and effective use of systems.
- Work closely with Applications Development, Project Management and IS Network Systems on trouble tickets and new installs.
- Implementation, deployment, and troubleshooting of EMR and other user systems.
- EMR Application building and testing. Curriculum development and creation of training materials.
- Work effectively in a team environment to monitor, log, resolve, and escalate installation and end user technical issues.
- Follow and develop operations procedures to ensure timely resolution of escalated issues.
6-10 years of experience
Provide local and remote technical support and resolution via phone, email, and system generated messages.
- Apply techniques and technical knowledge to identify and resolve problems.
- Install and configure new and replacement software and hardware.
- Escalate high and urgent issues to the team and other IT areas.
- Create knowledge documents on new and current technology.
- Train and assist new associates with troubleshooting and Remedy Standards.
- Provide 24×7 on-call support on a rotational schedule.
0-5 years of experience
Developing centralized, efficient methods for managing end user systems to minimize downtime and hands on visits to workstations, including Microsoft System Operations Center or similar.
- Managing, analyzing, and testing network performance and maintaining network security.
- Applying business/technical support concepts to perform Tier 3 (highest-level) technical support.
- Gathering, analyzing, reviewing, categorizing and overseeing ticket assignments for network, internal and end user technical support, insuring referral to appropriate level of services.
- Configure & maintain networks, routers and switches. (Linksys NAS, HP MediaSmart/Storage NAS)
- Implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
- Manage the daily tasks for a team of 6.
0-5 years of experience
- Operating Systems: Windows 7 Professional, Windows Server 2012 and Windows Server 2003.
- Applications: Retail Pro client, MS Office 2010, Project 2010, Outlook 2010 and SharePoint 2007 & 2013.
- Hardware support: HP & Dell Server, Desktop/Laptop: Dell, HP & Acer Printer: Datamax O’Neil, HP, Toshiba & Start POS printers.
- Remote Support: Real VNC Enterprise, 10% on-site, 90% phone support. Image Deployment: Active@Boot Disk.
- Server/Network admin: Retail Pro, Exchange 2013, SharePoint 2007 & 2013, Cisco Meraki Cloud management, Active Directory Admin.
- Telecommunication: Digium Switch IP PBX, IP phone: AASTRA 57i & Panasonic KX-TGP500/550 and Order of DSL service.
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IT Support Analyst
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
