IT Technician Resume

SUMMARY

Dedicated team player with proven leadership and communication skills.
Seeking an opportunity to leverage my talents as an IT Technician.
I am flexible and comfortable with doing routine tasks on a daily basis, and I can manage a variety of job duties.
I am reliable, dedicated, enthusiastic, and hard working.
My previous experience has taught me that hard work, dedication and perseverance are necessary when completing a task or project.
Excellent communication and presentational skills with youth and adults.
Microsoft Office Suite, SQL, SCCM Management, FISERV premier, Window operating system, Security vulnerabilities, PowerShell, application packaging, operation system deployment, end user experience
Experience in program development and proposal writing.
Experience coordinating and organizing events and meetings.
Self - motivated team member, committed to a collaborative and participatory approach.
Excellent writing and interpersonal skills.
Computer Skills: Help Desk Support, Windows 7, 8, 10, Microsoft Excel, Word, and Internet.
Bilingual (Speak, Write, Read) English & Somali.

PROFESSIONAL EXPERIENCE

IT Technician

Confidential

Responsibilities:

Addressed all customer contacts (e.g., phone, email, voicemail and on-line access) promptly and efficiently within a specific timeframe to provide a defined level of service and availability to the customer.
Provided initial support or escalates calls to appropriate system support teams.
Assisted majority of customers in resolving their issue during first contact, may request assistance from senior tech support analyst.
Resolved problems for various computer applications, resets passwords, activates print queues, resets printers/terminals and provides user education on all supported systems and telecommunications.
Demonstrated an ability to understand the customer's needs through developed listening and trouble shooting skills.
Used available resources to assist in troubleshooting issues in a call center environment.
Documented issues in the call tracking system utilizing clear and concise problem descriptions.

Help Desk Technician

Confidential

Responsibilities:

Interfaced with users and appropriate personnel providing log-in ID, access, connectivity and emergency removal to applications and systems.
Provide information and assistance to users on Software applications, such as Billing and School Management Software.
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
Utilize and maintain the helpdesk tracking software.
Assist with desktop and laptop imaging and installation as needed for both new hires and replacement systems.
Provide support for mobile computing devices and mobile access.
Perform inventory of control duties and prepare excess equipment for disposal.
Assist with no boarding of new users.

Tech Support II

Confidential

Responsibilities:

Provide information and assistance to users on software applications, such as Microsoft Office Suite, SQL, SCCM Management, FISERV premier, Window operating system, Security vulnerabilities, PowerShell, application packaging, operation system deployment, end user experience.
Identify AD groups & permissions ID access.
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
Utilize and maintain the help desk tracking software.
Assists with desktop and laptop imaging and installation as needed for both new hires and replacement systems.
Provide support for mobile computing devices and mobile access.
Perform inventory of control duties and prepare excess equipment for disposal.
Assist with on boarding of new users.
Monitor/resolved tickets for the Cyber-Security team.
Desktop admin