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.