PC/Network Support Technician Resume

Objective:
PC/Network Support Technician with 15+ years of computer experience seeks new opportunities in a major metropolitan area while continuing to provide prompt and friendly customer support to desktop computer users.

Qualifications:
Certifications: CompTIA A+, CompTIA Network+ Studying for: CompTIA Security+, MCITP (70-680 & 70-685)

Experience:

2009 to present: Confidential
Department: Information Systems
Title: PC/Network Support Technician I

Support People

Provide friendly and professional Tier I support via phone, email, remote access and desk-side in an acute care rural hospital with over 400 day-shift team members, plus more than 200 other team members at off-site locations.
Provide on-call 24/7 support one week per month on a rotating basis with other team members to assure system availability, team member productivity and patient care.
Assist team members with system access through Active Directory account management, group membership, password resets, Exchange mailbox creation and distribution group membership.
Provide walk-through hands-on instruction for team members empowering and encouraging them to ‘try it’ for themselves and supporting their efforts.
Always ask team members if there is anything else I can do for them and telling them,“I have the time”.

Support Machines

Configure, test, tag and deploy new computers, laptops, printers and other IT hardware assets and maintain asset list.
Configure and troubleshoot wired Ethernet and wireless networking connections on workstations, laptops, smartphones and tablets for team members, visitors and patients.
Install and test all necessary software and upgrades on over 400 computers and laptops with other team members.
Support and troubleshoot printing and scanning issues on mostly HP printers
(LaserJet 4000, 4100, 4200), Xerox WorkCentre, Dell MFP and Kyocera printers and Fujitsu scanners.
Activate, configure and deploy company-owned iPad, iPad 2, iPhone, Blackberry and Android smartphones and tablets in accordance with company policies.

Support Systems

Create, update and close help request tickets using (previously) Manage Engine
Service Desk and (now) BMC Service Desk Express incident management software.
Communicate the status of open and recurring issues to management and the customer, providing notification when issues are resolved.
Automate tasks and extract data by writing macros, batch files and scripts.
Update hospital intranet site content including policy and procedure documents after conversion to PDF format as necessary.
Participate in weekly IS Department meetings where on-going issues are discussed and upcoming projects are defined, discussed, planned and implemented.

2000 to present: Confidential
Title: Computer Service Technician / System Builder

Provide on-site and in-home customer service to local business and home computer users while maintaining good customer relationships that still exist today.
Built, and now maintain, the websites for local businesses handling all domain name registry, hosting and maintenance tasks as well as web site design including search engine optimization, image optimization and custom Perl scripts that provide customers with interactive websites.

1995 to 2000:
Title: Self-taught HTML, JavaScript and Perl programmer

Learned and wrote HTML in Notepad creating webpages for friends. Learned JavaScript in order to create more interactive forms with error correction.
Learned Perl in order to create more advanced server-side web applications creating a help desk ticket system that was used by technical staff at the McKinney Texas
Independent School District to support seventeen campuses and the central office.

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