Desktop Support/IT Specialist Resume

SUMMARY

IT/Telecom Professional with 10+ years, including 4 years’ Service Desk experience. Engagement at all business functional levels in the pursuit of achieving individual and team success through timely and accurate networking & communications assessment, enterprise/white glove technical support, network design (LAN/WAN), documentation, reporting, customer engineering, desktop support level I/II/III, root cause analysis, trouble isolation, knowledgebase management, service delivery management (Remedy, ServiceNow).

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Desktop Support/IT Specialist

Confidential

Responsibilities:

Execute Level - 1/2 Technical Support for the Confidential ’s Affairs.
Plans and delivers customer/desktop & peripheral technical support including troubleshooting, installation, removal, moves, system knowledge assistance/training in response to customer requirements (MS o365, MS OS Win 10).
Develops and maintains accurate and timely entries in the VA problem tracking and resolution database (ServiceNow).
Documents and provides feedback on trends associated with customer support, including viable recommendations for improvement and IT automation.
Communicates effectively and collaborates activities and task management/status through Microsoft Teams.

Desktop Support Technician

Confidential

Responsibilities:

Execute Level-1/2 Technical Support for the State of Confidential and Environment bureaus by engaging internal customers via in-person, chat/Skype/MS Teams, phone, email to solve mid- to-complex software (MS o365) and hardware (primarily Dell) problems escalated by Help Desk Technicians.
Image/reimage MS Windows 7 & 10 laptops, notebooks, desktops utilizing pre-defined image sets.
Update and configure MS OSS, Symantec Endpoint Protection/WSS, internal software applications.
Utilize MS Active Directory to manage user particulars and Identity Management, MS SharePoint for Physical Asset Management.
Deploy, configure, and build laptops/notebooks/desktops and train users in MS OS, internal applications, Mozilla Firefox, Google Chrome, Symantec Endpoint Protection.

Independent Systems and Network Consultant

Confidential

Responsibilities:

Caregiver for a dependent family member. Responsibilities included scheduling medical appointments and in-home hospice care, financial custodianship, and estate legal coordination.
When opportunities provided, IT Technical support initiatives ranging from basic desktop support to SMB LAN/WAN design and computer/network security and risk mitigation.

Technical Support Analyst

Confidential

Responsibilities:

Instrumental in orchestrating, training, and managing the six-team member Integrated Wireline Networking Services E911/(Master Street Address Guide) MSAG Provisioning Team.
Gained a high visibility Confidential /Ericsson IWNS client a $30,000/month revenue savings analyzing and maximizing systems efficiencies and defining precise project management milestones.
Expedited end-to-end Telecommunications circuit provisioning (DSx-OCx) using facilities management tools (FMS), communications carrier coordination, and team collaboration.

Solutions Engineer/Customer Support Engineer

Confidential

Responsibilities:

Provide in-depth technical analysis, technical support, expertise, direction, and solutions support concerning network and telecommunications design engineering, LAN/WAN, Metro Ethernet, device configuration, pricing, options, features, and enhancements to voice/data, networking, service delivery, and customer retention.
Initiated technical support, escalation, and response efforts to individuals, provisioning teams, operations, facilities management, network operations center management, and other internal departments, Telco Partners, to develop and implement solutions for current and prospective Networking & Telecommunications clients.