Technical Support Representative Resume

OBJECTIVE

A position in Technical Support Analyst / Helpdesk Support

SUMMARY

Over 3 years' experience in providing Level 1 and Level 2; Technical support to end users
Solid understanding and hands on experience with different routing protocols like RIP, EIGRP, OSPF, IP Multicasting, Redistribution, Route filtering
Solid understanding and hands on experience with LAN/WAN technologies like Ethernet, VLAN, VTP, STP, RSTP, MSTP, TRILL & Fabricpath, MPLS, 802.1Q, L2 MPLS VPN using Pseudowire, VPLS
Strong skills in implementing HSRP, VLSM, IPv6, GRE/6to4 tunneling
Expertise in installation, configuration, administration and troubleshooting of Window servers operating systems and applications
Excellence in configuring Desktop OS and Applications, Storage and Backup, Internal and External Security, Remote Connectivity using terminal services and VPN for over 150 users
Strong skills in analyzing critical support requirements, offering appropriate recommendations, identifying deficiencies and developing solutions to increase reliability / improve productivity
In - depth knowledge of network monitoring SNMP, SMTP, TCP/IP and active directory web application servers including Mail, DHCP, HTTP
Basic knowledge of SAP modules regarding Operations Planning

PROFESSIONAL EXPERIENCE

Technical Support Representative

Confidential

Responsibilities:

Interact and coordinate with customers to resolve their issues
Determine further action or final completion on customer cases received.
Test, analyze and clear customer reported trouble prepare reports and process paperwork interpret customer records and repair tickets
Escalate customer trouble issues when appropriate
Maintain and troubleshoot network connectivity issues

Technical Service Representative

Confidential

Responsibilities:

Setup and administered Domain Controllers, Email and Internet Servers, Application and Database Servers, Antivirus/Patch Development Server and Terminal Servers
Monitored and optimized performance of Server and Network, created Domain and Workgroups: created new user accounts, and performed Registry troubleshooting
Installed and configured Win XP/Win 7, Office 2007, AutoCAD, Plotters, Networks scanners, Printers, Network Connectivity, Remote Access clients on user Desktops PCs and Laptops
Configured, maintained, upgraded and supported Window desktop network of over 350 users spread across 6 locations
Provided network support such as printing, backup services, and remote access; user support including assistance with user applications
Identified and analyzed computer related issues, determined appropriate course of action, conducted repairs, performed modifications, and upgrades on internal components and peripherals, as needed
Planned future hardware and software requirements and offered appropriate recommendations for purchase to Management
Established and maintained Service Level Agreements (SLAs) with local suppliers and vendors such as MICROSOFT and HP
Provided Telephone and Desk side support services to users in areas such as networks, desktops.
Designed and supported all computing, network and communication resources of client organizations with networks ranging from 10 to over 350 users
Planned and implemented LAN for TCP/IP including network backup server, file and print sharing
Specified and upgraded computer requirements ranging from desktop to back-end servers
Implemented and administered SMTP based email server including creating email domain and users for over 150 users

Technical Support Engineer

Confidential

Responsibilities:

Installed, administered, maintained and provided support and troubleshooting of client systems and networks
Provided technical support more than 500 customers via telephone, remote administration and email for issue regarding Windows XP/7, MS Office and other customized applications
Established networks and provided desktop support services for windows enviroment
Installed, maintained and troubleshooting PCs and operationg systems
Maintainded and troubleshoot network connecvity issue with different users and corporate clients
Insatalled, maintained and monitored various software on servers
Provided support of support of computer hardware and software including laptops, desktops and servers
Created standardized troubleshooting flowcharts for different network problems detailing the process for 1st and 2nd level troubleshooting and escalation

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship