SUMMARY:

• I am seeking a position as an IT Support Technician.
• I am an experienced technical professional with a strong desktop support background.
• I excel at analyzing, prioritizing and completing tasks in a proficient manner while utilizing excellent customer service and problem solving skills.
• I consider myself to be a highly resourceful and organized team - player, with the ability to also be extremely effective independently.

AREAS OF EXPERTISE:

• PC Hardware & Mobile Devices
• Microsoft Operating Systems
• Troubleshooting & Repair
• Desktop Imaging & Data Transfer
• Back-up & Recovery
• End-User Support / Training / Customer Service
• Deployments & Migrations
• Installs, Moves, Add, Changes (IMAC) activities

PROFESSIONAL EXPERIENCE:

IT Field Service Technician

Confidential

Responsibilities:

• Perform IT related services for small and large businesses, major retailers and restaurant chains including: Networking site surveys, Break/Fix services, Hardware deployments, Point of Sale System installs and upgrades, server maintenance and upgrades.
• Provide hands-on technical support for remote help desk teams and project managers.
• Communicate technical information to both technical and non-technical personnel while maintaining a high level of customer satisfaction.

Remote Support Technician

Confidential

Responsibilities:

• Provide Remote technical support for: Windows 10, 7, Mac OS X 10.7-10.10, Microsoft Office 365, 2010/2011 - 2016 , MS SharePoint, MS Outlook, Bit Locker, Google Chrome, Internet Explorer, Firefox, Safari, Adobe Connect, Cisco Jabber, Cisco Any Connect, VPN, RSA tokens, and secure CAC readers.
• Utilize Active Directory, Windows Server 2012, Casper, IBM Big Fix, Bit9/Parity, NetBackup, Exchange, Putty, Unix, Timbuktu, and Remote desktop to resolve issues and fulfill request in a fast-paced, high-pressure environment

Desktop Support Technician

Confidential

Responsibilities:

• Day-to-day operational service and deskside technical support for end-users including C-Level staff at Heinz World Headquarters and Heinz Innovation center. Provide remote support for factories and field users.
• Utilize Active Directory, System Center Configuration Manager, eDesk, Remedy, Dame Ware, Iron Mountain, and Remote Desktop to perform installs, updates, data backups, restorations and troubleshooting. Meet and exceed strict SLA agreements.
• Configure, maintain, install, upgrade, troubleshoot and repair PC hardware and software including: Laptops, Desktops, iPads, iPhones, and printers in a Windows environment. Provide end-user support for Telepresence Video conferencing system and VOIP phones.

IT Support Specialist

Confidential

Responsibilities:

• Upgrade several hundred Dell, HP and Lenovo workstations from Windows XP to Windows 7.
• Capture, backup and restore user data, profiles, machine settings and configurations.
• Install application software, join devices to the domain, map network printers and storage drives.
• Communicate technical information to both technical and non-technical personnel while maintaining a high level of customer satisfaction with minimal impact to end-users.
• Train and support end users post migration.

IT Support Technician

Confidential

Responsibilities:

• Install, diagnose, repair, maintain, and configure mission critical hardware including: HP and Dell laptops, desktops, and thin clients to ensure optimal workstation performance.
• Work with encryption and VPN software to ensure functionality.
• Troubleshoot and resolve technical problems (in person, by telephone, or via email) in a timely and accurate fashion.
• Support nationwide corporate end-users in the field via remote desktop.
• Assist with deployment projects, migrated several hundred users from XP to Windows 7.
• Utilized Norton Ghost, Image X, Dame ware, HP Service Center, Active directory and Symantec Endpoint Protection to accomplish objectives.
• Adhere to strict one day turn-around time.

IT Support Technician

Confidential

Responsibilities:

• Maintain retail store’s IT infrastructure including: PCs, Point of Sale, Routers, and Printers.
• Troubleshoot and repair a wide variety of laptops, desktops, tablets mobile phones and other consumer electronics. Provide flashing and unlocking services.

Confidential

Responsibilities:

• Engage customers to uncover needs and provide a complete technology solution.
• Educate customers with personal setups and group workshops.
• Diagnose and troubleshoot Apple technology including iPhones, iPads, and Mac laptops/desktops.
• Perform Mac to-Mac and PC-to-Mac data transfers. Upgrade OSX and iOS.
• Image display computers and devices. Collaborate with other team members on special projects and events.

Desktop Support Technician

Confidential

Responsibilities:

• Maintain retail store’s windows based network including: PCs, POS, Routers, and Printers.
• Troubleshoot and repair customer laptops, desktops, and smart phones.
• Provide cell phone flashing and unlocking services.

Help Desk Associate

Confidential

Responsibilities:

• Receive and process work orders for an international property management company.
• Provided support for Internal and Worldwide Clientele.
• Coordinate efforts between managers, service providers, and emergency personnel.