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Candidate's Name
Technical Support Specialist Houston, Texas PHONE NUMBER AVAILABLE EMAIL AVAILABLE
Experienced and results-focused Technical Support Specialist with a robust track record of over 6 years, adept at delivering superior technical assistance to end-users. Known for efficiently resolving intricate technical challenges, thereby bolstering system reliability. Eager to apply expertise in troubleshooting, customer service, and IT management to drive impactful contributions within a reputable and forward-thinking organization.SKILLSTechnical Skills:
Troubleshooting hardware and software issues Installing, configuring, and maintaining operating systems Strong knowledge of network configuration and maintenance (TCP/IP, DNS, DHCP) Desktop support for Windows and MacOS Active Directory administration and user management. Hardware support for desktops, laptops, and printers Mobile device support and configuration Virtualization technologies (VMware, Hyper-V) Network infrastructure setup and maintenance (routers, switches, firewalls, VPNs) Security measures implementation (firewalls, antivirus software, access controls) IT asset accounting and trackingTools and Software Help desk ticketing systems (Salesforce, Zendesk, Monday.com) Remote access tools (Team Viewer, Anydesk, Remote Desktop Protocol, RDP, SSH) Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, PowerBI) Configuration management tools (Microsoft System Center Configuration Manager SSCM) Network monitoring tools (Wireshark) Mobile Device Management (MDM) platforms (Microsoft Intune, VMware AirWatch, Jamf Pro) Cisco technologies (CCNA)Platforms Windows operating systems MacOS Linux Microsoft Office 365 Active Directory Network operating systems Virtualization platforms (VMware, Hyper-V)Soft Skills Strong customer service skills Excellent communication skills (both verbal and written) Problem-solving skills Attention to detail Ability to work independently and collaboratively in a team environment Proactivity and ownership of tasks/projects Adaptability to learn new technologies and take on new challenges Time management and multitasking abilities Positive attitude and willingness to share knowledge with team members Interpersonal skills to interact effectively with end-users and colleaguesTop of FormLanguages: English (Native), French (Fluent)
Professional ExperienceTechnical Support Special II (Remote)JJtech Inc, Texas 01/2023 Present Deliver expert-level technical support to end-users through multiple channels, including phone, email, and help desk tickets, ensuring exceptional service quality. Lead advanced troubleshooting efforts for complex hardware and software issues, achieving swift resolutions and minimizing downtime. Collaborate with cross-functional teams to identify and implement strategic process improvements, resulting in enhanced operational efficiency and customer satisfaction. Mentor and develop junior support staff by providing expert guidance and training, fostering the growth of their technical skills and capabilities. Spearhead the implementation of innovative IT initiatives and projects, including system upgrades and migrations, ensuring seamless deployment and minimal operational disruption. Maintain comprehensive documentation of support activities, system configurations, and troubleshooting procedures to ensure consistency and knowledge sharingTechnical Support Specialist (Remote)JJtech Inc, Texas 01/2022 01/2023 Provide effective support and troubleshooting for users, guiding them through system setups and resolving technical issues. Delivered advanced technical support to end-users, effectively resolving escalated issues and ensuring timely solutions. Troubleshoot network issues and manage firewall configurations to ensure robust network security. Collaborated in the strategic planning and execution of IT projects, including comprehensive network upgrades and complex software deployments. Conducted training sessions for end-users to improve their technical proficiency and enhance productivity. Oversaw and maintained network infrastructure, including routers, switches, and firewalls, to ensure optimal performance and robust security. Implemented and enforced comprehensive IT security protocols, utilizing firewalls, antivirus software, and access controls to protect company data and assets.Technical Support Technician (Remote)JJtech Inc, Texas 01/2021 12/2023 02/2021 Delivered comprehensive technical support to end-users, troubleshooting hardware and software issues to resolution. Regularly monitor, maintain, and update computer systems and networks, including hardware and software Installed, configured, and maintained operating systems and software applications across various platforms. Assisted in the administration of Active Directory, user accounts, and access controls, ensuring compliance with company policies and procedures. Provided remote support to end-users via VPN, RDP, and other remote access tools, resolving issues efficiently and minimizing downtime. Collaborated with IT teams to test and implement new technologies and software updates, ensuring compatibility and system stability.Call Center Customer Service Representative (Remote)Intergulf Corp (Remote) February 2018 October 2020
Managed inbound customer calls, delivering technical support and troubleshooting assistance across a range of products and services. Exhibited exceptional communication skills and adopted a customer-centric approach to problem-solving, consistently driving high levels of customer satisfaction. Maintained meticulous records of customer interactions and case details utilizing CRM systems, ensuring comprehensive tracking and follow-up. Engaged in collaborative knowledge sharing with team members, contributing to collective expertise and team success. Demonstrated outstanding performance with an 85% closure rate (answered vs. transferred) over 11 consecutive months while working remotely.EDUCATIONSt Monica Institute Honolulu, Hawaii 9/2009 12/2012Bachelors in Business AdministrationEmphasis on Strategic Management and Corporate Leadership.Certifications
CompTIA A+ Microsoft Certified Solutions Associate (MCSA) Cisco Certified Network Associate (CCNA)REFERENCES
Peter Egwurube, IT Manager, AGMX Oil & GasPhone: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLENzalie Robinson, IT Manager, JJTech IncPhone: PHONE NUMBER AVAILABLEEmail: nzalie EMAIL AVAILABLEGo ahead and hire this candidate |
