L2 Desktop Support Technician Resume

SUMMARY:

Results - oriented professional skilled in implementing, administering, securing, and troubleshooting technical issues.

AREAS OF EXPERTISE:

Strong knowledge on the techniques, policies, operational procedures, and technologies to design, implement, administer, secure, and troubleshoot enterprise-level networks.
Proficient in resolving IT problems, meeting the needs of end-users by applying troubleshooting methodologies, and applying relevant policies and procedures to effectively secure and monitor IT systems and devices.
Excellent communicator with the innate ability to lead and manage multiple projects with competing deadlines .

TECHNICAL PROFICIENCIES:

Software Applications: Adobe Photoshop, MS Office Suites, Various Remote Access Applications, Soti Mobi Control, Metasploit

Operating Systems: Windows 7/Vista, Windows XP/ME, Windows 98/95, Windows Server 2007/2008, Windows 10

Database: MySQL, SQLCE, Active Directory

Mobile Devices: Android, Windows, Motorola MC9094, WT41N0, & MC2180

Additional Skills: Hardware Installation& Replacement, Troubleshooting, Virus/ Malware/Spyware Removal, Wireless Networks, Remote Resolution

PROFESSIONAL EXPERIENCE:

Confidential

L2 Desktop Support Technician

Responsibilities:

Recognized for quickly and efficiently resolving escalated network issues.
Developed a multi-faceted database comprised of systems and software needs requiring life cycling and replacement.
Create and facilitate cyber security for employees.
Optimized employee machines, resulting in faster, more efficient workflows.

Confidential

Computer Repair Technician

Responsibilities:

Acknowledged by clients for possessing superior customer skills and completing tasks quickly and accurately.
Worked with IT team at the Bethalto School District 8 to rewire the lab and fabricate RJ45 cables to connect ethernet lines from routers to work stations.
Removed malware from a home user’s computer and provided contact details for future support.
Custom built computers based on client specifications and needs.
Used remote software to correct computer issues for home user.
Set up home user PC network from ground up, installing the computer, connecting to ISP, running cables throughout the house, and configuring access points.

Confidential

Technical Customer Service Representative

Responsibilities:

Helped customers resolve provisioning, switch, and network issues via telephone calls.
Diagnosed each problem and implemented a timely resolution coupled with follow-up for inbound telephone customer reported issues.
Sold additional products and services, including all three lines of business.
Monitored and identified unusual switch, provisioning, and network activity. Collaborated cross-functionally to resolve tickets.
Achieved a high-level of closed tickets with completion statistics in the top 10% of employees.