Field Support Technician Resume

SUMMARY

Highly successful twenty - year veteran of the Confidential, with vast experience in leadership, management, strategic planning, training, and computer technologies. Lifelong lover and student of technology.

PROFESSIONAL EXPERIENCE

Confidential

Field Support Technician

Responsibilities:

I am responsible for providing technical support to 4 medical and recreational use marijuana stores in NJ and 4 in the greater Philadelphia area.
One location generates over $1 million of revenue a month and is the highest volume store company-wide.
Each location has a combination of over 40 iPads, Microsoft Surface Pro’s, and desktop PCs, in various configurations from Point-of-Sale devices to inventory management.
Was the primary POC for local network and hardware upgrades.
Utilize Azure Active Directory and Microsoft Endpoint for end-user and device management.
Created “self-help” documents that allowed staff to resolve simple tasks on their own.

Confidential

Technical Support Specialist

Responsibilities:

I was selected to fill a newly created full-time position within the company.
I created and established policies and procedures for submitting tickets, creating new user accounts, and the acquisition of technology.
Implemented Microsoft Endpoint Management and N-Able (Solar Winds) remotely manage over 200 users and 5 offices spread across the U.S.
Coordinated new office construction with vendors and service providers. Resolved over 800 tickets through Help Scout.
Nearly 100% of technical support provided remotely using Teamviewer, N-Able, or RDP.
Maintained active inventory for all IT related hardware.
Created an IT Help Desk Sharepoint site that provided self-help tips and documents to resolve minor IT issues.

Confidential

Level 2 Technician

Responsibilities:

I provided technical support to 6 schools with over 1000 users.
Managed summer projects involving running new cabling and the installation of new network infrastructure.
Responded to typical help desk, break-fix issues.
Created new user accounts in Active Directory.
Provide end user support to students, teachers, and staff.
Managed inventory and Acceptable Use Policies for new hires and recurring staff.
Created “self-help” documents that allowed staff to resolve simple tasks on their own.

Confidential

Technical Support - Office 365 Migration

Responsibilities:

Was contracted through a staffing agency to provide end user support during migration from on-premise Exchange server to office 365 across all Confidential locations in PA.
Troubleshot and resolved Office 365 migration related issues, including remapping user profiles and shared drives.
Setup mobile devices in Microsoft Intune/Endpoint to meet security requirements.
I also identified, reported, and resolved hardware, network and software issues as I came across them.