L2 IT Support Technician Resume Peachtree City, GA - Hire IT People

SUMMARY:

Technical Strengths: Up - to-date IT Professional wif over 15 years of experience managing IT systems, projects, and teams; possess strong background in technical support and administration.
Project Coordination and Teamwork: Solid experience handling multiple projects wif demanding deadlines and timelines.
Exceptional Communication Skills: Exhibited by skill in working closely wif clients to identify and resolve problems; ability to convey technical concepts to non-technical audience.
Effective Problem Solving Skills: Superior troubleshooting skills wif exceptional focus and follow-through abilities.
Proven Management Experience: Effective manager, project manager, and team leader, able to train and mentor professionals in equipment, processes, and procedures.

PROFESSIONAL EXPERIENCE:

Confidential, Peachtree City, GA

L2 IT Support Technician

Responsibilities:

Responsible for the maintenance, setup, and configuration of computer equipment, video conferencing units, mobile phones. Also, responsible for the setup and configuration of Cisco VOIP phones using Cisco Unified Communications Manager (formerly Cisco Unified Call Manager) and the setup and maintenance of user voicemail boxes utilizing Cisco Unity Connection Administration.
Utilize Symantec Ghost and Microsoft SCCM to install primary images to machines for deployment of several custom user application packages; build single or multiple user profiles and migrate user desktop settings and networking ps from Windows XP to a Windows 7 environment.
Also provide expert on-site and remote technical support to customers for hardware and software, troubleshooting, and problem resolution.
Procure, receive, document, and track inventory of all computer equipment and software licenses.
Administer Microsoft Windows Servers (Active Directory), Microsoft Workstations, and network security devices for 350 users.
Monitor and troubleshoot LAN issues and assist L3 Techs wif basic installation and configuration of routers and switches.

Confidential, Atlanta, GA

Computer Operations Specialist- Team Lead

Responsibilities:

Responsible for overseeing, managing, and providing technical backup for team of Tier 1 Technical Operations Analysts and all activities associated wif the identification, prioritization, and resolution of reported issues in support of providing first class customer service to users.
Managed technical assistance and Active Directory Administration as required of the statewide 24/7 support organization.
Provided leadership over case logging and escalation using the Incident and Problem Management process as defined by ITIL.
Collaborate closely wif Tier 3 support engineers and helpdesk personnel for problem resolution.
Monitored staffing levels and needs to ensure appropriate coverage to handle support requests.
Oversaw monitoring of various platforms including: Windows; UNIX, UNISYS, and Confidential Mainframes, using tools and protocols such as MOM, Big Brother Professional, TMON, MVS, CICS, ISPF, TSO, TCP/IP, and Control-M in order to ensure maximum system performance.
Measured and reported on technical support performance.
Developed standards for desktop hardware and software solutions.
Ensured dat information resources and applications are accessible and managed according to industry best practices.

Confidential, Griffin, GA

Network Analyst

Responsibilities:

Provided technical support for system users, including application support, network connectivity, and hardware/software troubleshooting support.
Provided and guidance to clients/users on software and hardware applications.
Administered and maintained Windows 9x, Windows NT/2000/XP Professional, Windows NT/2000/2003 Server, Novell Netware, GroupWise, J.D. Edwards, and MS Office Suite.
Resolved complex problems wif various types of computer networking components including personal computers, laptops (DELL, Confidential, & HP/Compaq), switches, routers, hubs, and cabling.
Provided Project Management wif strict deadlines and tight budgets, while balancing resources for LAN and Application Integration projects.