Customer Support Specialist Resume

SUMMARY:

1st Level Help Desk Support. PC re - imaging.
Remote Desktop Support. . PC and Laptop configuration .
Password reset assistance Active Directory . user setup, Thycotic Software
Microsoft Office 365 SCCM (System Center Configuration Management)
PDQ deployment software for device management RDP remote assistance via Thycotic software
Service Now Ticketing System

EXPERIENCE:

Confidential

Customer Support Specialist

Responsibilities:

Provided Windows 7 to Windows 10 upgrades to users at Mercy Hospital in Canton
Deployed and installed software and updates for users devices through PDQ deployment software
Setup PCs and laptop installations for users within the hospital and related Mercy Hospital sites
Performed remote printer installation for users devices
Provided password reset assistance for users through Active Directory.
Performed domain migration and change from the Mercy Clinic to the Cleveland Clinic domain
Performed troubleshooting PC, laptop devices and helpdesk assistance for users
Involved with assisting users with the EPIC Clinical application migration for Mercy/Cleveland Clinic project
Assist users with Citrix troubleshooting and access
Performed Helpdesk assistance for users for software support
Used ticketing system to create and resolve issues for tracking purposes.

Confidential

Service Desk Analyst/Technical Support

Responsibilities:

Provide troubleshooting and problem solving issues via remote desktop support using Axeda remote desktopservices utilizing Windows 10 operating system interface
First Line customer service and technical Support for over 24,000 ATM terminals for various banks, credit unions and other financial institutions across the United States. Utilizing ticketing system to record incidents and dispatching of field technicians.
Setting up users access account for ATM monitoring via Active Directory and eServices
Provide software, network and security monitoring utilizing various software tools including Axeda remote desktop services, utilizing Microsoft teams tools Assisting users with dispatching technicians for ATM hardware issues
Provide fault identification of ATM terminals utilizing XMS (Extended Management System) and provide fault information for 1st line and 2nd line machine field technicians.
Assist technicians with troubleshooting ATM errors while remoting into terminals and resolving faults
Escalate outstanding incidents as required and report problem escalations to the team supervisor.
Actively work with and support Client Services to create and provide daily analysis status reports on ATM terminal availability using Excel spreadsheets.
Monitor recorded incidents to ensure they are resolved and closed within defined contractual agreements.
Resetting users passwords for bank customers to acquire Diebold systems access for monitoring their machines
Add documentation to Sharepoint site for updated knowledge for future helpdesk issues
Monitor email queue from customers and respond in a timely manner
Work closely with various support groups to assist customers with resolution of issues
Work and collaborate closely with team members to resolve technical issues for customers.

Confidential

Service Desk Analyst/Technical Support

Responsibilities:

First Line Technical support for over 5000 hospital users with application and system issues documenting and escalating issues using the ITSM ticketing system
Escalate issues when necessary to proper team members of I.S. staff if unable to resolve at 1st level.
Troubleshoot, install and configure pcs and printers for employees within departments throughout the hospital.
Provide virtual (Remote Desktop) support using Microsoft SMS (System Management Software) and SCCM (System Center Configuration Manager) for users throughout the Akron Children’s Hospital network on various software and server applications along with hardware support. Resetting user’s password, setting up user’s accounts with file and folder access in Active Directory.
Provide Hardware/Software support for Laptops and tablets through reimaging, hardware replacement and software.
Assisted users with VPN access remotely by resetting RSA token passwords and provide network connection.
Worked with Windows XP /Windows 7 migration. Assisted users with becoming acclimated with operating system.
Provided assistance to users with Outlook email client and Outlook web based version issues.
Assisted users with UNIX password resets in Citrix/Epic Clinical software environment.
Worked with I.T. team members on the Epic Clinical software migration for the year 2011.
Provided Help Desk troubleshooting documentation for team members to aid in customer support for users.
Virtually installed Network and local printer software through printer server

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship