L2 Deskside Support Technician Resume

SUMMARY:

Active Directory (AD) account creation and password resetting
Remedy Ticketing System
SCCM and ITSM (Inventory Management)
Remote Support using TeamViewer, Bomgar, and Microsoft Remote Desktop
Network Troubleshooting Ethernet Topology, WAN, WLAN, LAN
VPN Setup and Troubleshooting using RSA Tokens
Microsoft Office 365, Office Professional Plus
Mac OSX and iOS Troubleshooting (Including creating Virtual Machines through VMWare)
Windows Server 2012 R2
XP, 7, 8 and 8.1, and Windows 10 Current version troubleshooting, Imaging
Advanced hardware diagnosis and repair of Desktop and laptop LCD and Motherboard replacement, etc.

PROFESSIONAL EXPERIENCE:

Confidential

L2 Deskside Support Technician

Responsibilities:

IT Technician for eBay (Fortune 100 Company). My team supported over 2,000 eBay corporate employees and executives, both in person and using remote support.
I had daily face to face interaction with employees. I worked off a ticket queue system, and had to prioritize tickets by date submitted and severity of the issue.
I performed network diagnosis, Windows and OS X troubleshooting, Active Directory domain account management and server maintenance.
Troubleshooting for eBay Customer Service Tools, Microsoft Outlook and Office 365/Exchange and diagnosis of IP Telephone/VOIP Issues.
I diagnosed and replaced hardware on desktop and laptop computers for PC and Mac. I installed operating systems and software on several different computer models.
I managed inventory and replenishment. This involved taking an accurate weekly cycle count to determine our inventory threshold and placed orders to maintain current stock.

Confidential

Manager, Technical Lead

Responsibilities:

PC and Mac repair and refurbishing. Diagnosis and repair for software and hardware issues.
I had clients in several different states that I regularly performed remote maintenance for. I have done work for both private parties and local businesses.
Oversaw all customer service and support aspects for online, email and phone channels.
Maintained and accounted for all inventory, including replenishment.
I built custom ordered systems for clients. I did all warranty repairs for hardware. I did windows reinstalls, virus removal, data back - up, etc.
Managed a team of 4 other technicians.

Confidential

Shared Services Engineer

Responsibilities:

I provided tech support for two different websites/services: Roxio Cinema Now and Justanswer.com
I supported existing customers for both websites, as well as answering questions for potential customers.
I used troubleshooting skills to determine various network/hardware issues for streaming media.
I received excellent reviews for every one of my phone calls from our customers.

Confidential

Customer Solutions Representative

Responsibilities:

I took phone calls, and provided support for eBay buyers and sellers.
I would use logic and knowledge of the eBay policies and procedures to determine outcomes of claims.
I assisted sellers with their business development using eBay’s online tools, listing formats and techniques.
I was a subject matter expert for Apple products.
I built excellent relationships with customers. I won s for my high customer resolution and satisfaction scores.

Confidential

Assistant Manager

Responsibilities:

I was promoted from sales because of my excellent performance. I managed a team of 5 people.
In addition to General Managerial functions, I did payroll, and inventory. I received basic and advanced from AT&T and Sprint. I sold the most cell phones in our district. I had consistent, excellent numbers.