SUMMARY

• Motivated IT support technician seeks new position in dynamic, growth - oriented company focused on cultivating exceptional customer experience and a positive work environment.
• Wif experience handling networking concerns, implementing new software, installing new hardware, and addressing user concerns, me bring attention to detail and a dedication to technical improvement to each job.
• Past achievements include new network architecture component selection and implementation, earning leading industry certifications, and driving the achievement of departmental goals.

• Good Analytical and Problem-solving skills.
• Proficiency Windows XP, 2003, Vista, Windows 7, Windows 8, Windows 10,
• Windows Server 2003.
• IT Support Analyst for many years.
• Technical Support.
• Excellent in MS Office 2000, 2003, 2007, 2010 and 2013 (Word, Excel, Access, Power Point)
• Knowledge in Linux.
• Software Troubleshooting and Problem Solving
• Phone and Email Technical Support
• Printers Troubleshooting
• Excellent telephone skills and good ability to use Remote Access.
• Good analytical and troubleshooting abilities.
• Strong knowledge of viruses, application glitches, and hardware issues
• Patient and able to walk customers through troubleshooting and repair process
• Excellent communication abilities.
• Good customer service skills.
• Keeps abreast of changes in technology.
• Good organizational abilities.
• Good understanding of installations and updates.
• Good understanding of computer related issues.
• Troubleshooting network concerns.
• Assisting users in person and remotely wif hardware-related concerns.
• Utilizing technical training to resolve concerns related to software functionality.
• Providing phone and online support to users.
• Working in a team-oriented environment.
• Implementing documentation protocols into departmental operations.
• Virus or malware removable process
• Operating Systems: MS-DOS, WINDOWS (XP, Vista, 7, 8 and 10), Linux UBUNTU, UNIX,
• MS Office 2000, 2003, 2007, 2010 and 2013: Word, Excel, Access, Power Point
• Network Administration: DNS, DHCP and Active Directory
• Network Protocols: TCP/IP
• Messaging: MS Outlook, MS Exchange
• Hardware issues solver
• Software issues solver
• Active Directory

PROFESSIONAL EXPERIENCE

Confidential - Flower Mound, TX

Level 2 Technician

Responsibilities:

• Updating Company software
• Installing different O.S into Employees station.
• Making sure all the desktops are up to date.
• Supporting employee regarding any computer related issues.
• Provided on-phone and online support for users of extended campus communication network to facilitate TEMPeffective operation of IT resources.
• Delivered troubleshooting solutions to departments and console operators experiencing difficulties wif software, hardware, and network connectivity.
• Implemented improved assessment and analytical techniques for further achievement of identified departmental goals.
• Drove enhanced performance figures for IT team and department to meet stated management expectations and relevant standards.

Confidential - Flower Mound, TX

Level 2 Technician

Responsibilities:

• Repairing: Software and Hardware Troubleshooting, Assembly and disassembly, Replacing of defected components,
• Function test and QC (Quality Control): Checking all main functions and the cosmetic aspect of the devices.
• Perform quality checks by visually and manually inspecting product.

Confidential

Level 2 Tech Support Executive

Responsibilities:

• Software Troubleshooting by Using remote software
• Using Remedy Software for incident ticket
• Troubleshooting devices such as Printer, Phone, Table for any connectivity issues.
• Network issues.
• Provide 24/7 support to the client
• Back-up customer data by using recovery application.
• Clean up customer system by using different application.
• Troubleshooting System Performance.
• Speed up a customer System.
• Ticket system by using Remedy Software
• Learned from IT professionals how to meet the support needs of a fast-paced technology company serving clients around the world.
• Discovered innovative solutions to common and exceptional problems identified on halp tickets assigned by team supervisor and/or departmental manager.
• Communicated wif company reps and vendors to identify computer products dat would support and enhance departmental and company operations.
• Assisted in implementation of new hardware and software solutions wifin company to improve workflow and customer service provision.
• Provided support to users learning new technology assets to support existing operations and to make possible workflow expansion.

Confidential

Help Desk Support

Responsibilities:

• Using CRM software for Ticket incident
• Troubleshooting Office 365 license issue or activation issue
• Office 365 installation related issues.
• Removing of malware, threats and any other computer infection.
• Troubleshooting Network issue or connectivity issue
• Provide 24/7 support to the client
• Escalated unresolved issue to L3
• Installing, maintaining, and troubleshooting several operating systems including MS DOS, Windows ME, Windows 2000, Windows XP, Windows 7, Linux UBUNTU, UNIX
• Providing technical support to users and customers
• Took halp ticket jobs assigned by IT supervisor and recorded ticket results for reporting and record-keeping.
• Worked closely wif IT team members and supervisors to improve troubleshooting skills and situation analysis.
• Assisted users wif implementing new software and network infrastructure to ease transition to new technology assets and planned operations.
• Supported senior technicians wif complex tasks and time-sensitive achievements to meet client expectations and user needs on an identified schedule
• Installing and maintaining Antivirus software
• Management of Database backups.
• Ticket system by using CRM software