Associate End User Computer Support Analyst Resume

SUMMARY

3+ years of experience in technical support with the ability to troubleshoot both Windows and MacOS, excel in fast - paced environments and support customers in a timely and professional manner.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Associate End User Computer Support Analyst

Confidential

Responsibilities:

Support for both hardware and software to over 5000 users
Creation of thorough tickets within Zendesk and averaging 30 resolved tickets a day
Providing proper escalation path to various departments
Ability to support users over the phone, tickets, email, and Microsoft Teams
Using remote solutions such as GoToAssist and Zoom Desktop Control
Creating “How To” Documentation in order to assist users with common computer issues
Supported user requests for Distribution List updates, adding/removing users from security groups and Office 365 Administration
Work with a team of 7 and collaborate every day to monitor ticket traffic and escalate to incident management if an issue is widespread throughout the company

Computer Support Specialist

Confidential

Responsibilities:

Provided daily technical support for network connectivity, e-mail, peripherals, and system maintenance.
Supported 300+ users through Active Directory, by troubleshooting software and hardware issues as well as performing password resets.
Configured and installed new user profiles, computers, and peripherals to new employees.
Proficiently able to troubleshoot to remote users to connect to company’s network.
Ability to work on multiple tickets at once and provide excellent customer support.
Experience in Office programs such as Office, Excel, and Outlook.
Deployed software updates to customers in order to maintain security.

Geek Squad Consultation Agent

Confidential

Responsibilities:

Engage with clients to resolve issues in both hardware and software on various Operating Systems to include: Mac OS, Windows 10, Android, iOS.
Greeted clients and performed consultations with unit drop-offs and determined the level of service needed.
Performed client education on technology in common vocabulary.
Created and closed service orders with a demonstration of repair upon pickup with clients.
Performed Apple Certified repairs to include display replacements, speaker replacements and camera replacements.
Maintained precinct operations including checking functionality of returns, processing unit shipping and receiving.

Combat Infantryman

Confidential

Responsibilities:

Provided Leadership and mentoring of a five-person team, resulting in expert qualification for 100% of team.
Proficient in handling and maintaining multiple weapon systems with 100% accountability.
Effectively communicated issues with lower enlisted to higher chain of command and implemented strategies to decrease communication errors by 30%.
Efficiently supervised team during multiple missions in Afghanistan ensuring safety and accountability of team members with zero loss of life or sensitive equipment.
Efficiently created monthly planners for other members and for the manager in order to track progress.