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- 49 Wall St Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * firstname.lastname@example.org
Technical Support ▪ Desktop Support ▪ Cisco Network Support
Self-assured, dynamic, and results-driven professional with more than 18 years providing high-performance IT service support and customer/user service mostly in the academe, banking, and technology solutions industries.
- Proven passion for delivering outstanding IT services that reduce work interruptions and ensure cost-effective use of computing resources.
- Detail-oriented, analytical and methodical with critical thinking to resolve technical issues even under stress.
Well-organized with multitasking and prioritization skills that optimize resources to achieve outstanding results.
Strong people management and interpersonal communication skills that inspire confidence across diverse ethnicities.
Business Operations Support
IT Maintenance Planning
Customer Service Management
Technical Service Support
Relationship Management (Customers, & Suppliers)
Technical Project Support
Help Desk Operations
Admin: DHCP, & Active Directory
Apps: Magic, Track It, & Web Jet.
OS: UNIX/Linux (Redhat), Solaris 8, Solaris, Sun SPARC, HP-AIX, IBM, Mac 7, & MS Windows
Productivity Tools: MS Office
DCMS, CISCOVPN, SAP, ESPS, & WEBPDM
Networking: TCP/IP, CCNA, EIGRP, RIPv2, OSPF, CISCO, VPN, VLAN, WebEx , Oracle
Network Hardware: CISCO Routes & Switches
Implemented Juniper SRX100 devices, educating end-users on preventing and minimizing cyber security attacks.
Diagnosed and repaired network L2, L3 issues, providing technical support on all computing desk resources (hardware and peripherals), including administrative support in managing user accounts and resolving password issues.
Provided 2nd level support for Windows 7 and all network applications, using Track It to manage trouble tickets, and Active Directory to provide user account administration, configuring the manager console and windows remote assistance to remotely support clients.
Migrated end-users from Win XP to Win 7, installing and configuring approved end-users apps with SCCM.
Provided technical support for network apps such as Oracle DCMS, CISCOVPN, CISCO, SAP, ESPS, and WEBPDM minimal Mac support in a network environment.
Provided technical and administrative support in migrating to Windows 7, maintaining support to users of older desktop OS up to Windows XP, and configuring network printers using TCP/IP protocol DHCP & SMNP.
Maintained user account in Active Directory, monitoring performance of network printers using Web Jet.
Provided 1st level technical support and timely resolutions for various mission-critical print devices and network connectivity issues in the Windows environments, achieving the highest levels of productivity, handling over 100 user calls per a week, earning a solid reputation for resolving complex issues and providing exceptional customer service.
Assisted users in configuring, diagnosing, and repairing newly set up printer systems involving HP 4000, 4100MFP, 4200, 4250, 8000, 8150, 9000, 9000MFP, HP Color 9500/5500 series, and Okidata color printers.
Escalated issues as needed and maintained communication with the customer and Technical teams.
Provided technical support to teachers and student involving Dell workstations and audiovisual equipment for onsite and distance learning classes.
Education & Credentials
M.S. in Information Security Operations, CHAMPLAIN COLLEGE Burlington, VT (On-going)
B.S. in Microcomputer Programing. GLOBE INSTITUTE OF TECHNOLOGY New York City, NY
Professional Training & Certifications
Certified: A+, VMware, CCNA, Red Hat Linux, Cisco, Avtech Technical Institute
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