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Click here or scroll down to respond to this candidateCandidate's Name
Tier 2 Technician Spring Grove, PA Street Address EMAIL AVAILABLEPHONE NUMBER AVAILABLEAuthorized to work in the US for any employerWork ExperienceTier 2 Technical SupportSinger Equipment Company-Belcamp, MD April 2023 to June 2024 Provided comprehensive technical support and training to internal and external users. Imaged and deployed all new hires and refresh pc's and laptop. Diagnosed and resolved complex technical issues related to software applications, hardware devices, and network connectivity. Managed Active Directory, including Group Policy and user accounts. Administered Office 365 and other cloud-based solutions. Utilized ticketing systems (BMC Remedy, ServiceNow) to streamline issue resolution and document knowledge base articles. Escalated unresolved issues and ensured timely resolution. Delivered exceptional customer service by effectively communicating technical solutions. Maintained up-to-date knowledge on product features and industry trends.Technical Support Analyst CentricsIT @ Mccormick-Hunt Valley, MD December 2021 to April 2022 Provide comprehensive support and training for users and coworkers across multiple locations. Conduct onboarding setups and imaging for users nationwide. Proficient in technical troubleshooting for printers, laptops, desktops, and networks. Manage Active Directory setup and maintenance, including Group Policies. Administrator of Office 0365 Utilize ServiceNow for efficient ticket management. Lead imaging and deployment efforts. Create technical documents for knowledge base articles and training classes. Oversee inventory management and asset tracking processes.Systems AnalystSAGE Dining Services-Baltimore, MD January 2019 to December 2021 Trained and supported company-wide proprietary software, enhancing operational efficiency. Implemented improvements in systems analyst processes and policies. Managed user requests and support tickets for 250 venues and 2000 users. Conducted troubleshooting for network issues, hardware, printers, and software both locally and remotely. Administered Active Directory and performed light database administration duties. Provided media support for meetings, technology, sound, and video, both onsite and offsite. Enhanced the efficiency of the service desk. Administered digital signage throughout the company. Fostered strong relationships with venue leaders and district managers.Genius / TechnicianApple-Towson, MDJuly 2012 to January 2017 Certified MAC Technician, instrumental in motivating team members during daily and quarterly meetings. Repaired all Apple products and provided technical support to customers. Successfully deescalated difficult customer issues while handling a high volume of calls daily. Conducted customer training on hardware, software, and new Apple devices. Trained new Geniuses and other Apple employees, ensuring service excellence.Web Host Administrator/Customer SupportReliastream.com-Parkville, MD March 2010 to July 2012 Served as Supervisor, Web Host Administrator and Customer Support as needed. Supervised small technical support team and provided training for new hires. Supported customers technically via chat, phone, email and remote assistance. Developed training videos for customers and maintained Joomla and WordPress templates for clients. Developed iPhone and Android apps for broadcast clients. Administered and setup webhost server for Livestream.Data Center TechnicianVision @ Trowe Price-Hunt Valley, MD November 2009 to March 2010 Data Center Technician responsible for running Cat 5, Cat 6 and Fiber throughout data center. Responsible for data center inventory, configurations and ordering of data center assets. Assisted with data center cabinet design structure, server configurations and switch configuration throughout the data center. Installation of servers included SUN, EMC, Dell and HP servers. Installed and configured blade and blade enclosures. Entered and completed data vital to the budgeting and inventory control system within data center environment. Acted as the hands for remote technicians for system reboots and software updates.Data Center Technician Collabera @ Verizon-Churchville, MD December 2008 to September 2009 Acted as the hands for remote technicians for system reboots and software updates as well as assisting in shipping and handling back up media for various Government and Private Sector companies. Responsible for maintaining security, backup systems and power outages. Entered and completed data vital to the budgeting and inventory control system within data center environment. Data center technician responsible for running Cat 5, Cat 6 and Fiber throughout data center. Installed servers included SUN, EMC, Dell and HP servers. Responsible for data center inventory, configurations and ordering of data center assets. Installed and configured blade and blade enclosures. Monitored Data center for any abnormalities.Desktop Support SpecialistComputer User Support Specialists, Northrop Grumman-Linthicum, MD April 2006 to September 2007 Assembled, configured, and maintained end user computer setup in both classified and unclassified areas. Analyzed and repaired hardware. Coordinated repairs and maintenance on printers, equipment, and PC systems. Coordinated parts inventory system. Performed network administrative duties and backed up data for in house clients to back up servers. Configured Windows based PC's, printers and other device.EducationHS DiplomaKenwood Senior High School - Essex, MDCertificate in Information TechnologiesComputer learning center - Laurel, MD |
