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Technical Support Engineer Resume Profile

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OBJECTIVE

IT professional seeking Senior Technical Support Analyst, Technical Support Supervisor, or Technical Support Manager position. Technical support requires the ability to maximize strength of team members and improve overall process of resolving issues. These steps can be completed through understanding the strengths of analysts/engineers, understanding the steps taken to resolve an issue, and improving overall customer satisfaction by finding ways to maximize efficiency. I'm looking to use the skills and experience I have gained while working in the Air National Guard, Simmons College, and Harvard University to teach and supervise the most efficient technical support team you have ever seen. The success in technical support is determined by a cohesive team that works hard, can multitask efficiently, resolve issues quickly through experience, up-to-date documentation, and using time wisely to maximize output

SUMMARY OF SKILLS

  • Operating System Support: Windows XP to 8, and Mac OS X Leopard to Mountain Lion
  • Software Support: Apple Mail and Safari, Google Chrome and Mail, Internet Explorer, Microsoft Office, and Mozilla Firefox and Thunderbird
  • Hardware Support: Desktops and Laptops Apple, Dell, Toshiba, and Lenovo , Local and Network Printers HP, Toshiba, and Xerox
  • Mobile Support: Android, Apple iOS, and Blackberry
  • Professional Skills: Strong oral and written communication skills, excellent customer service skills, great organizational skills, strong analytical problem solving, open to and learn from feedback, ability to multitask, critical reasoning skills, fast learner, and a great team player.

EXPERIENCE

Technical Support Engineer

Confidential

  • Provided technical support to School of Engineering and Applied Sciences SEAS community.
  • Assigned to Harvard University Information Technology HUIT Field Support Sciences team to provide technical support to faculty, staff, and students in Science buildings
  • Log all incidents, requests, and resolutions into ServiceNow ticketing system
  • Follow up with customers to ensure their work order has been resolved.
  • Joined Windows 7 Rollout Team to migrate computers from Windows XP to Windows 7
  • Windows Easy Transfer Software 116 computers in 5 months
  • Imaged and prepped Apple and Dell Computers with Casper and LANDesk 500 computers in 5 months
  • Reassigned to School of Engineering and Applied Sciences to provide technical support to faculty, staff, and students. Use the skills I have gained in previous teams to help SEAS transition to HUIT.
  • Projects
  • Dell Data Protection Encryption Testing and Deployment
  • HUIT Desktop Tools Deployment Application Control, Asset Inventory/Management, Backup, and Encryption software to all staff and faculty machines
  • Printer Reclamation
  • Roaming Profile Removal Transitioning
  • Teaching Labs Image Deployment and Maintenance

Technical Support Technician

Confidential

  • Provide technical expertise and support through phone, remote connection, and in person to faculty, staff, and students.
  • Log all incidents, requests, and resolutions into tracking software Numera Track-It and SunView ChangeGear and maintain multiple work orders efficiently.
  • Provide technical guidance and instruction on the use of computer technologies.
  • Resolve work orders in a timely manner and escalate to appropriate staff when needed.
  • Follow up with customers to ensure their work order has been resolved.
  • Train new employees Full Time, Part Time, and Co-op on the use of computer technologies and tracking software.
  • Provide event and classroom support with use of media equipment.

Network Support Analyst Cyber Transport

Confidential

  • Provide desktop support to Airmen.
  • Maintain continuity of networks with use of switches, routers, and other hardware.
  • Perform daily system checkups to Cisco servers, routers and switches.
  • Manage infrastructure devices and systems using the latest approved software tools.

C-5 Avionics Technician

Confidential

  • Analyzes malfunctions, inspects, removes, maintains, and installs integrated avionics systems.
  • Use technical orders to troubleshoot problems and resolves issues
  • Inspects and evaluates aircraft maintenance activities
  • Manage all inventory and tools used each workday.

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