Description :

1. Provided business-clients with efficient support - Responded to phone calls, emails, and in-person requests.
2. Installed software, configured and tested customer PC's, analyzed functionality of peripheral appendages.
3. Worked closely and effectively with vendors to replace/repair defective hardware and software.
4. Instructed and trained end-users regarding computer literacy.
5. Collaborated with company staff to optimize working environment and customer service.
6. Ran routine phone troubleshooting and configuration.
7. Collected information through client phone calls to identify and report product problems.

Experience

2-5 Years

Level

Junior

Education

B.S. IT

Description :

1. Maintain an extensive knowledge of electronic data interchange (EDI).
2. Supports products associated with UNIX, AS400 and Windows Systems.
3. Responsible for backup management, reporting and recovery.
4. Work with firewalls, operate value added network (VAN) traffic, and allow data to be exchanged between trading partners.
5. Conduct numerous installs of company's secure product on customers machines and configure their network setup to work with the VAN.
6. Provide technical support and service including communications, diagnostic procedures, call management, work scheduling, and customer relations Assist customers with identifying and resolving needs, thereby increasing customer morale and overall satisfaction with customer service.
7. Fully supports a wide range of IT products such as MS office suite software, personal productivity software, and network access and system utilities.

Experience

2-5 Years

Level

Junior

Education

BSc IT

Description :

1. Set up new companies and users in Active Directory and Exchange for the Active Server Provider portion of the company.
2. Provided support for all local servers, WYSE terminals, phones, and printers.
3. Created IT orientation program and conducted orientation sessions for new employees.
4. Administered Blackberry Enterprise Server and all connected handheld units associated with the server.
5. Installed new network software and performed compatibility tests.
6. Monitored server logs for evidence for spyware, virus infections, and security breaches.
7. Researched software and hardware and made recommendations to management for future purchases.

Experience

2-5 Years

Level

Executive

Education

B.S. IT

Description :

1. Respond to customers issues on site and on a timely manner, Setup new systems purchased for new employees, add them to the company domain and install applications that are specific to them.
2. Creating new computer account on Active directory and disable parting employee accounts.
3. Troubleshoot network issues within the company.
4. Troubleshoot and/or find solutions to applications issues throughout the company.
5. Adding Network printers and troubleshooting them.
6. Setup wireless phones from different carriers to wireless sync with exchange server.
7. Create an updates image of the OS currently being used by company employees.
8. Order Printer cartridges and make sure they are available at all times.

Experience

7-10 Years

Level

Management

Education

B.S. IT

Description :

1. Provide troubleshooting for basic infrastructure problems, escalating to external providers as necessary.
2. Excellent hardware troubleshooting experience.
3. Work with outside partners on implementation, maintenance and support of desktop, network and server infrastructure components.
4. Ensure pre-opening walk-through are completed to ensure all systems are operational prior to the attraction opening.
5. Provide technical support for applications including Ticketing and POS hardware/software.
6. Working with 3rd party system providers, diagnose issues and ensure they are addressed.
7. Oversee software maintenance of applications and troubleshooting including TCP/IP, VLAN's, wireless LANs Maintain an inventory of all POS hardware and network devices is maintained and ensure broken equipment is repaired/ replaced.
8. Ensure Legends' IT infrastructure is implemented and maintained in line with company standards.

Experience

7-10 Years

Level

Management

Education

B.S. IT

Description :

1. Install, configure, test, and troubleshoot networking solutions in a multi-department environment.
2. Update Windows NT and Microsoft Exchange Server to reflect current users.
3. Participated in Windows 2003 Server migration, moved users to 2003 server environment.
4. Provide desktop support in a heterogeneous environment that includes in excess of 160 personal systems across several departments.
5. Install systems based on Mac OSX and Windows for new employees, as well as upgrades for existing employees, with custom configurations on a per department basis.
6. Setup and run the help desk for all PC related support.
7. Implemented a new ticketing system that reduced response time by 30%, improving overall service delivery.

Experience

5-7 Years

Level

Consultant

Education

B.S. IT

Description :

1. Assisting local and remote staff with technical problems including desktop/laptop /software & hardware and networking issues and printer.
2. Server Rack up and setup in IT server rooms.
3. Maintain hardware stock as per requirements.
4. Creating new hardware purchases invoice, receiving computer equipment and maintain records.
5. Create images for Laptop, Desktop and MAC.
6. Deploy Laptop, Desktop, Mac Book and iPhone to new hire and existing employees as per their requirements.
7. Managing exchange server, AD (active directory) and Handling GPO (Group Policies Object).

Experience

2-5 Years

Level

Junior

Education

B.S. IT

Description :

1. Spearheaded the training initiative for corporate office by developing training curriculum and materials.
2. Provided technical and network support to surrounding 17 states.
3. Handled all IT-related issues in corporate office in Fredericksburg, VA.
4. Developed and submitted Knowledge Base articles for peer review and company use.
5. Handled purchasing requests and orders from supported offices.
6. Installed and set up company software including VMWare, Solomon, and EZClaim.
7. Designed nameplates and ID badges for company personnel.
8. Utilized helpdesk ticketing system to track issues efficiently.

Experience

2-5 Years

Level

Junior

Education

B.S. IT

Description :

1. Provided first level troubleshooting support to employees via phone and in person contact.
2. Document all calls and in-person situations in Cherwell Service Management with results.
3. Setup and configure web and phone conferences for staff.
4. Imaged all new machines via SCCM for refresh.
5. Setup workstations for new employees and remove and catalog machine from departing employees.
6. Maintain accurate inventory of all Burns White hardware.
7. Placed service calls to ComDoc for printer issues.

Experience

2-5 Years

Level

Executive

Education

B.S. IT

Description :

1. Provide first-level technical support to small-mid size level business clients.
2. Achieved solid reputation for resolving complex issues and providing exceptional customer resolution.
3. Revamped company IT support procedures and documents to streamline operational efficiency.
4. Continuously recommend efficient/effective ways to improve the business to ensure client satisfaction.
5. Maintain constant communication with customers to inform them of issues and escalate them as needed to management.
6. Extensively utilize the Labtech support tracking system to record and track all IT issues daily.
7. Partner with vendors on behalf of clients to troubleshoot specific IT issues to optimize system performance and ensure customer resolution on critical system issues.
8. Perform network troubleshooting/installations to ensure client networks operate correctly with minimal interruption.

Experience

2-5 Years

Level

Executive

Education

AAS-CN

Description :

1. Troubleshooting system, network and user issues.
2. Created, mounted and maintained file systems to ensure access to system, application and user data.
3. Team player with good management, analytical, communication and interpersonal skills.
4. Created Linux virtual machines using VMware vCenter Server.
5. Installation, Configuration, and administration of Red Hat Enterprise 5/6 using kickstart.
6. Administrated DHCP, DNS, and NFS services in Linux.
7. Installed recommended patches on Linux servers and applications to help improve performance.

Experience

5-7 Years

Level

Consultant

Education

B.S. IT

Description :

1. Provides one-on-one end-user problem resolution over the phone and in person - Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals.
2. Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
3. Performs desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreement.
4. Helps install local area network cabling systems and equipments such as network interface cards, hubs, and switches.
5. Replace hard drives, cooling system, power supply, video cards, NIC, processor, memory - Replace fusing unit, rollers, and toners for printers - Sanitize hard drive and install standard configuration through imaging - Assist users on virus issues.
6. Provided technical support to over 100 users, resolving issues with a 95% satisfaction rate.
7. Assisted in the setup and configuration of new hardware and software for staff, improving efficiency by 20%.

Experience

2-5 Years

Level

Junior

Education

AAS-IT

Description :

1. Resolved 95% of technical support tickets within SLA, enhancing user satisfaction and operational efficiency.
2. Implemented a new ticketing system, reducing response time by 30% and improving issue tracking accuracy.
3. Conducted training sessions for staff on software applications, increasing productivity by 20% across departments.
4. Managed hardware and software installations, ensuring 100% compliance with company standards and policies.
5. Developed and maintained comprehensive documentation for IT processes, improving knowledge sharing among team members.
6. Performed regular system audits, identifying vulnerabilities and reducing security incidents by 40% over one year.
7. Collaborated with cross-functional teams to streamline IT processes, resulting in a 25% reduction in project turnaround time.
8. Provided remote support to users, achieving a 98% first-contact resolution rate and enhancing user experience.

Experience

10+ Years

Level

Senior

Education

B.S. IT

Description :

1. Train users and promote security awareness to ensure system security and to improve server and network efficiency.
2. Develop plans to safeguard computer files against accidental or unauthorized modification, destruction, or disclosure and to meet emergency data processing needs.
3. Confer with users to discuss issues such as computer data access needs, security violations, and programming changes.
4. Monitor current reports of computer viruses to determine when to update virus protection systems.
5. Modify computer security files to incorporate new software, correct errors, or change individual access status.
6. Coordinate implementation of computer system plan with establishment personnel and outside vendors.
7. Monitor use of data files and regulate access to safeguard information in computer files.
8. Perform risk assessments and execute tests of data processing system to ensure functioning of data processing activities and security measures.

Experience

7-10 Years

Level

Management

Education

B.S. IT

Description :

1. Installed, maintained, and diagnosed client workstations, applications, and printers in a Windows operating system network environment.
2. Provided support to workforce of 3,000 end users through telephone, email and personal communication.
3. Created, managed and deleted user accounts and privileges through Active Directory.
4. Prioritized issues through proper documentation and monitoring to ensure timely resolution and escalation when necessary.
5. Website Architect Redesigned and maintained internal knowledgebase to increase the efficiency of information retrieval.
6. Resolved customer and provider billing discrepancies by utilizing all available resources and policies to retain positive client and customer relationships.
7. Researched product materials and communicated information to effectively resolve customer inquiries.

Experience

10+ Years

Level

Senior

Education

B.S. IT

Description :

1. Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
2. Maintain record of daily data communication transactions, problems and remedial actions taken, and installation activities.
3. Decommission out dated hardware and software and prepare for shipping.
4. Referring major hardware or software problems or defective products to vendors or technicians for service.
5. Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
6. Confer with staff, users, and management to establish requirements for new systems or modifications.
7. Inspect equipment and read order sheet to prepare for delivery.

Experience

2-5 Years

Level

Junior

Education

B.S. IT

Description :

1. Troubleshoots and maintains personal computers and other hardware devices to include equipment, phones, etc.
2. Troubleshoots and provides customer-focused end-user support of all software applications demonstrate knowledge of software applications.
3. Sets up laptops, desktop computers, tablets, and phones for new users for end-users; creates learning materials to support training.
4. Assists in the implementation of hardware and software applications.
5. Demonstrates strong analytical and problem-solving skills when providing end-user support.
6. Provides timely, appropriate and knowledgeable responses to end-user issues questions and share concerns.
7. Demonstrates the ability to apply technology in a clinical environment.

Experience

7-10 Years

Level

Executive

Education

B.S. IT

Description :

1. Ordered various IT Equipment for Faculty, Staff & Classrooms.
2. Maintained and Troubleshooting the  Phone system as well as the phone lines.
3. Maintained Microsoft update server for all software updates on campus.
4. Implemented and maintaining software updates for various programs and resolutions to customers in a timely manner.
5. Maintained Antivirus, Inventory, and Helpdesk servers to ensure correct functionality and accuracy.
6. Providing technical support to users in resolving PC systems, peripherals, and application-related issues.
7. Used Imaging software to set up and deploy Desktops, Laptops & Tablets Diagnosing PC-related issues and providing resolutions within the ability.

Experience

5-7 Years

Level

Management

Education

B.S. IT

Description :

1. Provided systems support to agents located in different locations in a timely and efficient manner.
2. Timely troubleshot and resolving computer related problems/issues.
3. Maintained a weekly log of calls received in order to conduct technology needs analysis with management.
4. Meticulous data entry to maintain accurate record of technology support requests in order to prioritize requests.
5. Acquired management approval for new technology requirements.
6. Researched, resolved and followed-up with any software or hardware issues in a timely and accurate manner.
7. Installed new hardware and software applications once approved by management.
8. Assisted management in other duties as needed such as property management, customer support and bookkeeping.

Experience

5-7 Years

Level

Management

Education

B.S. IT

Description :

1. Provided excellent customer service with outstanding communication while maintaining a strong work ethic.
2. Included providing hardware/software installation, configuration and resolution of technical issues.
3. Maintained up to date Software and Hardware inventory lists by using asset management, license tracking and physical hardware inventories.
4. Supported Specialists will additionally maintain complete and accurate documentation of all work orders, spare part inventories and other reports as necessary.
5. Maintained and kept the integrity of assets using license tracker, Hardware spreadsheets, Active Directory and Work Orders.
6. Provided ongoing maintenance for systems, applications, and data files.
7. Provided Level 2 and Level 3 tier application, software, and hardware support.

Experience

7-10 Years

Level

Management

Education

B.S. IT

Description :

1. Created, Maintained, and Administered 19 class training program for 1,000 end users.
2. Training classes includes all modules of Microsoft Navision ERP system, Microsoft Excel, Basic PC skills, and Novell Groupwise email system.
3. Created and deployed online registration form and surveys for training program using Quask Software and Created and maintained attendance using Microsoft access database.
4. Provided 1st and 2nd Level PC support for 1000+ users across the U.S., Canada, and the United Kingdom.
5. Used remote utilities to diagnose, and resolve remote clients PC issues for software, hardware, and training issues.
6. Maintained and Purchased all Standard and Non-Standard IT equipment through appropriate vendors including Dell, CDW and others for all Desktops, Laptops, Servers, Routers, Printers, and Monitors.
7. Created and Maintained standard images for all desktop and laptop models while keeping them current with MS patches.

Experience

2-5 Years

Level

Executive

Education

B.S. IT