IT Support Resume Samples

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L Legros

Leone

Legros

32732 Helen Walk

Philadelphia

+1 (555) 552 1291

32732 Helen Walk

Philadelphia

Phone

p +1 (555) 552 1291

Experience Experience

Detroit, MI

IT Support

Detroit, MI

Schmidt-Hartmann

Detroit, MI

IT Support

Provide end-user support with Microsoft Office Suites, jail and records management systems, applications, and local and network printers
Top Management support reporting and data analysis to identify improvement areas, partnering with service owner on continuous service improvement
Operate data communication systems, including Local Area Networks (LANs) and/or Wide Area Networks (WANs)
Cisco Network Design and Management
End to end ownership to work across service partners or other deep-level support to ensure Top Management incident is been resolved promptly
Identify, diagnose, repair, and resolve problems affecting network performance
Installs, tests and tunes software and hardware related to database management systems. Schedules and performs upgrades to databases

Houston, TX

Analyst, IT Support

Houston, TX

Mraz-Flatley

Houston, TX

Analyst, IT Support

Evaluates, prioritizes and addresses all types of service requests
Setup, deploys, repairs and troubleshoots laptop and desktop PCs,
Tests new software, system patches and Operating system images for
Tests, diagnoses and resolves end user desktop hardware, OS and
Troubleshoots end user or system server issues (Including coordinating hardware repairs/replacements with server vendor and identifying system/application interdependencies)
Helps manage and maintain server environment using existing systems and processes
Trains and educates new and current users of basic systems

present

Dallas, TX

IT Support Associate

Dallas, TX

Barrows Group

present

Dallas, TX

IT Support Associate

present

Assist with IT projects as scheduled
Create and deploy desktop/laptop/virtual images to the computer lab and library staff
Work with managers to determine project deadlines and objectives
Fully complete the Education and Work History sections of the application. Be specific on your entire work history, including the employment dates and duties for all positions held
Performs other duties as assigned
Assists real-time in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction
Evaluate and develop solutions using multiple platforms to resolve complex technical problems based on in-depth evaluation of faculty and staff requests

Education Education

Bachelor’s Degree in Computer Science

Ashford University

Bachelor’s Degree in Computer Science

Skills Skills

Problem solving capabilities, strong analytical skills, flexible and able to handle multiple initiatives concurrently
Willing and able to build knowledge of organization, processes, and end-users
Customer Service: Strong customer service focus, positive attitude, and possess a sense of urgency. Exercise good judgment and sound decision-making
Solid time management skills and ability to handle deadlines
Excellent organizational skills Knowledge of MS Office/Outlook Experience of Windows 7 & 10
Excellent oral and written communication skills, analysis and problem solving skills as well as excellent time management skills
Ability to design and deliver quality presentations to customers and stakeholders, including the management team
Maintaining a professional approach at all times
Excellent technical, leadership, organizational skills (written and verbal)
Strong ITSM tool experience - ServiceNow a big

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15 IT Support resume templates

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Technology & Data-trading Floor IT Support Resume Examples & Samples

Work with local, regional IT staffs and vendors to deliver technology solutions
Own and manage the escalation of problems to 2nd level support or vendors
Participate in change management/other relevant meetings as appropriate
Coordinate testing and deployment of new application/upgrades
Coordinate and maintain support documentation
Develop technical skills & business knowledge to increase value-add services to the business units
Excellent Teamwork
An strong sense of ownership
Fluent communication skills
Strong experience supporting Windows desktop environment
Analytical and good problem solving skills
Knowledge of Market Data Systems or Windows/Linux Server is a plus
Flexibility and adaptability to the fast pace trading room environment
Motivated self starter who is eager to learn

IT Support Portal Manager Resume Examples & Samples

To develop, implement and continually progress a consumer focused IT support strategy and operating model to deliver optimum support and drive commercial and quality improvements across all Barclays clusters and geographies
Provide a reference point for IT Service Desk leadership and business stakeholders for issues relating to the IT Support portal processes and consumer experience improvements
To define, oversee and secure the effective implementation of changes to the IT Support portal processes and tools for Barclays colleagues and actively contribute and direct decisions and planning by the technical implementation teams
Being a trusted representative and spokesperson for IT Service Desk, providing a single point of entry for changes to processes and tools for Barclays staff requesting IT products and services; influencing operational strategies to better meet consumer needs and delivery against business requirements
Being a consumer advocate and setting the consumer experience standards for online IT support and online contact channels
High level of organizational awareness and detailed process knowledge for IT self-support knowledge management, self service requests and online contact channels
Broad understanding of GTIS strategy and business direction and major IT initiatives
Willing to proactively influence critical delivery decisions which have service impacting implications
Challenges status quo with a focus on pragmatism; encourages, solicits and rewards innovative ideas; delegates to, co-ordinates and motivates those around them into reaching goals, inspires commitment and engenders a positive approach
Excellent oral and written English - able to clearly explain complex issues and communicate effectively to non-technical people
Excellent planning and organizational skills and attention to detail
Able to take an end user focused approach and consider end user needs

IT Support Portal Analyst Resume Examples & Samples

Work alongside the IT Service Desk leaders to understand the demand and engage the appropriate teams to develop, deliver and promote self-support services to fulfil the IT self-support strategy
Support service support teams on best practice for writing clear IT information and instructions and producing videos and animations so that consumers and Level 1 support staff can easily understand and follow themselves
Ensure knowledge articles (text and video), produced by the Support teams, are operationally effective and complete necessary formal approvals on the knowledge database (ServiceNow)
Measure and analyze how the IT Support portal is being used and produce management information reports / presentations
Identify gaps in the IT Support portal information and opportunities to reduce call demand into IT Service Desk
Excellent oral and written English - able to clearly explain complex issues and communicate effectively to non-technical people
Excellent planning and organizational skills and attention to detail
Able to take an end user focused approach and consider end user needs
Able to operate effectively in a ‘virtual’ team working environment
Experience of creating multimedia communications e.g. video, animations
Experience of using photo editing software
Marketing experience would be an advantage e.g. creative design, direct marketing, online marketing and Search Engine Optimization (SEO)
Knowledge of analytic techniques and methods

IT Support Representative Resume Examples & Samples

Ability to work effectively with staff and constituents
Knowledge of computer network technologies, equipment and applications
Ability to make accurate evaluations and aptitude for detailed work
Strong organizational skills with ability to prioritize effectively and meet deadlines
Proficiency in Word and Excel
Bachelor's degree in computer science or the equivalent in work experience

IT Support Resume Examples & Samples

Problem-solving skills
Ability to multitask
Strong written and verbal communication skills
Ability to work in a dynamic and team oriented environment
Bachelors of Science or Master's degree in Computer Science or Information Systems
3 years of experience providing support for providing support for Linux Server (SLES)
Scripting skills:python, perl, etc
Knowledge of different DNS records
Backup and recovery strategies
High availability solutions
Troubleshooting

IT Support Resume Examples & Samples

1 year of experience providing support for Microsoft SQL Server and IIS administration
Scripting skills: Powershell,.NET, VB, python, perl, etc
Experience on Windows Server administration
Security, server roles, DB Roles, etc
High availability and clustering solutions
Basic knowledge of active directory

IT Support Resume Examples & Samples

Previous experience working with a commodities, trading and/or logistics industry a real advantage
Very strong technical skills including comfort with Microsoft packages
Good knowledge of telephone systems, including switchboard, dealer board, Avaya phone systems, an advantage
An understanding of database management
An understanding of trading support applications, such as Reuters, Bloomberg, etc., an advantage

IT Support Associate Resume Examples & Samples

1+ year of IT Support experience in a helpdesk environment, preferably in a financial services company
Bachelor's Degree in Computer Science with a strong academic record
Highly self-motivated and organized
Experience with Microsoft Active Directory and Windows desktop administration in a domain environment
Proficiency with MS Office including Outlook/Exchange mailbox setup and associated issue resolution
Knowledge of VMware ESX / vCenter Server
Knowledge of EMC VNX or other enterprise storage management
Proficiency with Microsoft Active Directory Group Policy management
Experience with Microsoft Exchange Email administration
Knowledge of Microsoft SQL administration
Proficiency with Cisco ASA firewall and switch configuration
Proficient in Cisco CUCM VOIP administration
Linux administration proficient
Python, PowerShell or other scripting language experience

IT Support Center Coordinator Resume Examples & Samples

Assertiveness and diplomacy with the ability to determine when each is necessary - required
Excellent questioning and analytical skills - required
Ability to work weekends and holidays if necessary - required
Resume - required

Trading Floor IT Support Resume Examples & Samples

Identify trends or issues within the computing environment
Participate in change management and relevant meetings as appropriate
Coordinate testing and deployment of new application and upgrades
Excellent teamwork
A strong sense of ownership
Experience supporting desktops, mobile devices and network
Motivated person who is eager to learn

Line IT Support Resume Examples & Samples

Event Management
1st level Incident Management
Remote Site Access Control
1st Level Legal request Execution
1st Level Billing Operations
1st Level Assurance Support activities
Position Qualifications
Knowledge of Managed Service Telecom Operations Practice
Presentation & Communication skills
Knowledge sharing
Problem Solving & strategic thinking
Ericsson Knowledge
Language skills
Delivering Results & Meeting Customer Expectations
Analyzing
Working with People
Following Instructions & procedures
Applying Expertise & Technology
Problem solving and trouble shooting skills
Good communication skills
Cost awareness
Social skills and awareness
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Analyst, IT Support & Analytics Resume Examples & Samples

Create an IT Operational dashboard to track our progress against budget for operating expense metrics
Maintain the Capital Outlook file
Analyze Remedy Ticket data to understand trends
Recommend appropriate action based on data analysis
Provide regular updates/readouts to senior leadership
Provide analytics and recommendations on wireless/mobile usage
Assist with special project support/review/data submission
Departmental communications
May conduct regular HRIS maintenance and audits to ensure the quality of data integrity

IT Support Administrator Resume Examples & Samples

To deliver IT support to a user base of over 500 staff
To set up new IT hardware around the firm
To manage starters and leavers in the active directory
Extensive knowledge of Desktop operating systems and Microsoft office
Experience working within a Helpdesk environment providing 1st line support
Knowledge of Active Directory and Exchange
Technically capable, able to demonstrate excellent troubleshooting skills
Knowledge of Citrix, Exchange, Windows Operating Systems
Experience of Working within a professional services environment
Experience of Accountancy applications and Worksite DMS
2nd line support
Experience working within an ITIL framework

IT Support Desk Analyst Resume Examples & Samples

Attempt to resolve all incidents directly with customers (Internal and External) using prior experience, documentation, reference knowledgebase, remote access tools, etc. When necessary delegate the incident to other appropriate IT team members
Break ix escalations or volume overflow
Administration in Patching, mobile phones, print server, user accounts, A/V Equipment, system images, asset management, software deployment and PC backups
SOPs\Documentation for both public and IT knowledge base
Maintain moderate level of proficiency in software and applications supported by IT
Perform other duties as requested by manager or IT management
Strong trouble shooting experience and problem solving skills in Windows OS and MS Office
Ability to effectively prioritize and execute tasks and projects in a ticketing system
Computer imaging
Anti-Virus/Spyware Removal
Works well with people, strong communication skills and able to speak to small groups
Windows Server 2003/2008
Microsoft Office 2010 Products
Footprints experience
Numara Asset Management Platform
Dell Laptop/Desktop experience a plus
Symantec Endpoint Antivirus
Connected PC backups by Autonomy a plus

IT Support Build Engineer Resume Examples & Samples

Constructing MDFs and IDFs including UPS configuration, cabling and racking of equipment
Configuring and installing security systems including cameras and door access systems
Providing second and third-level support to our employees for all IT-related concerns, which includes supporting and troubleshooting technologies such as: Windows 7, Windows XP, Windows Server 2008, Exchange Server 2007, Active Directory, DNS, DHCP, File/Print Services, Spam/Virus Protection, VOIP telephony, CISCO networking and our own proprietary software
Preparing, repairing and deploying desktop computers and other office equipment
Experience with deploying software\imaging with System Center Configuration Manager added
Maintaining and expanding our Ethernet networks
Managing, monitoring and troubleshooting daily batch and backup processes
Helping with the planning and deployment of new and upgraded products
Helping to seek out and implement ways to make a system or process more efficient
BA or BS degree from a 4-year college or university is preferred but not required
Three to five years of current IT Support Experience
Previous experience with building network and computer infrastructure
A high degree of technical aptitude and troubleshooting skills
A strong sense of customer service, attention to detail and desire for organization
Experience in a helpdesk or other service-oriented IT role a large plus
Solid understanding of Microsoft technologies
Active directory experience, including Group Policy Objects and User Profiles Unix/Linux (particularly FreeBSD) knowledge/interest a plus
Ability to handle multiple tasks concurrently and prioritize appropriately
Familiarity with email, FTP and HTTP technologies
Scripting ability, especially using Powershell, VBScript and/or PHP, a large plus

IT Support Executive Resume Examples & Samples

IT end user support in Singapore and international bureaus (help desk function). Including setup, configuration and problem solving for desktop users on Windows XP, Windows 7, Microsoft Office 2010 (Word, Excel and PowerPoint) and Microsoft Outlook
Support for remote users (help desk function), diagnosing VPN problems on client side, ensuring remote users can access our systems
Helping new users to access network, email, voicemail, Intranet Apps and IT related equipment
Administration and maintenance of user accounts on mail and file servers (Windows 2003 server and Exchange Server), creation / deletion of accounts, password resets, etc
Managing different file systems, share permissions on attached storage environments (NAS)
Support on Laptop and Desktop OS Issues, and other Business related applications, Installation and configuration of software and hardware on desktop systems, including printers, scanners, networking, virus protection, installation of security patches and bug fixes to ensure desktop systems are up to date
Manage and maintenance of blackberry devices, Avaya IP & Digital Phones
Recovery, reinstallation/reimaging of failed desktop and laptop computers. Liaising with suppliers, reporting faults and booking service calls
Respond to IT inquiries across our local/International Bureaus ensuring calls are effectively responded and resolved in time
Housekeeping on IT inventory, which includes PC details, License of all software, Servers and IT peripherals
Checking sling Connectivity between our Bureau’s and make sure all sling players work well in a day to day basis
At least 2-3 years of experience in an IT support or technical environment, with significant personal computer and/or client / server platform experience. Bachelors degree in computer science or computer-related field, IT Certifications are preferred
Good knowledge and skills on Microsoft OS, networking, Windows 2003 server + Active Directory,
Working knowledge on Red Hat Enterprise Linux Servers (networking and storage),
Working Knowledge on linux variants and solaris – FTP servers, bind and web servers
Working Knowledge on storage networking(NAS) and Broadcast related knowledge is a plus
Well versed in the solutions and optimization of user settings, software support, installation of hardware and software, network connectivity, e-mail accounts, security settings and other related tasks
Proven ability to troubleshoot and resolve hardware and software issues including root cause problem resolution in time
Time management skills including demonstrated ability to prioritize and resolve hardware and software related issues
Good interpersonal and written communication skills

Retail IT Support Administrator Resume Examples & Samples

Monitoring all nightly updates to/from the field systems
Provide occasional after-hours on call support
Manage, Lead and/or Assist with assigned IT projects & software implementations
Manage & monitor daily polling for retail stores to ensure 100% daily completion
Troubleshoot and correct polling issues and restart polling as required
Manage, monitor, and troubleshoot daily data loads from Jesta, into Buyers Toolbox, into Germany’s data warehouse as well as PUMA NA’s data warehouse. Refer issues to programming as required to implement fixes
Provide direct support for Retail store systems and applications including MS windows servers, and PC’s running windows and all applications, including Retail pro, Symantec endpoint protection, etc. This includes keeping retail systems patched to the latest security patches
Provide support for central Retail Pro Server – maintain Microsoft OS and Retail program system changes, and direct support for home office retail pro client software users. This includes keeping retail server patched to the latest Microsoft security patches
Work with Citrix administrator to troubleshoot any access or performance issues with Retail Pro in the Citrix environment
Provide level 2 support to Retail Support team members on PNA subsidiaries
Complete new store installs, including staging and testing equipment prior to shipping, performing on-site installation, supporting the new store opening team to solve issues and get the equipment into production
Manage, monitor and troubleshoot store traffic counters and work with vendors as required to resolve issues with Traffic Counters (in-store and with the main server)
Manage, implement, configure, and support Store Registers & Servers
Troubleshoot hardware, software, and network connectivity issues with store personnel
College degree in Information Technology or related field preferred
2-4 years of experience supporting a retail system environment/end users would be preferred
Certification preferred in Windows Operating Systems (Retail Pro, Windows Servers)
Must be detail oriented and self-managing
Excellent oral and written communication skills, both technical and user focused

IT Support Desk Analyst Resume Examples & Samples

Meeting setups, audio/video
Mobile phone setup
Identify and address outstanding tickets
Perform checklist items
Participate in special projects such as software roll-out, computer moves, repairs and maintenance
Perform desktop upgrades and new builds as required
Provide computer orientation to new company staff
Asset/ warranty/ license tracking and equipment returns
Experience with desktop/laptop running Windows 7 Professional
Have strong computer literacy skills and the ability to use Microsoft Office applications
Ability to effectively prioritize and execute tasks
Symantec Endpoint Antivirus a plus

IT Support Professional Manager Resume Examples & Samples

Collaborates with unit management to gain understanding of functions administered; define type and extent of IT services required to support those functions. Keeps unit management informed regarding status and viability of unit systems
Defines and establishes priorities for hardware and software support, maintenance, upgrades and replacements based on unit needs. Manages the integration and operation of networking, AV, security, disaster planning/recovery, email, and other internal IT business systems/programs in conjunction with OIT and campus systems
Establishes IT related objectives and work plans; defines and delegates assignments to unit IT staff
Monitors IT staff efforts in the installation and maintenance of unit IT hardware and software; evaluate staff performance and provide feedback
Review and approve recommendations for additional programs and upgrades of existing programs
Develop and maintain unit IT policies and procedures consistent with Institute policy. Develops SOPs and technical documentation
Performs research and analysis and investigates possible IT solutions to unit functional issues. Provides consultation for highly complex IS/IT problems
Responsible for project leadership and implementation
Responsible for unit administration and assigned budgets
Education:Bachelor's degree or equivalent combination of education and experience
Work Experience:Six to eight years related job experience
Skills:This job requires advanced knowledge of and skills in the development, installation and maintenance of IT hardware and software applicable to assigned unit. Additionally, skills in project management, organization, communications and customer service are required
Preferred Education: Bachelor's degree in Computer Science, Information Technology or related field
Preferred Work Experience: N/A

A/V IT Support Professional Senior Resume Examples & Samples

Oversee and participate in installation of AV equipment
Oversee and participate in servicing AV equipment to include replacement and repair
Prepare purchase requests for new AV equipment and components
Conduct training in use of AV equipment
Maintain current knowledge of developments in AV technology
Confer with Office of Information Technology regarding AV issues
Develop technical specifications in support of new AV requirements of the unit
Perform other related duties as assigned
Education:Bachelor's degree or equivalent combination of education and experience
Work Experience:Four to six years job related experience
Certifications:N/A
Skills:This job requires advanced knowledge in electronics and engineering support as related to audio/visual equipment and components. Advanced skills in fabrication and installation of electronic equipment; preparing and reading prints, drawings and schematics and electronics assembly and soldering techniques are required. Ability to provide work guidance to others is also required
Preferred Education: Bachelor's degree or equivalent combination of education and experience
Preferred Work Experience
Participate in the evaluation, design recommendations of A/V systems on campus based on industry standards. Participate in and make recommendations for the establishment / installation of quality and quantity standards of AV systems
Effectively design A/V communications solutions for the end user in Classrooms, Conference rooms, Auditoriums and Labs. Also review engineering consultants and architects A/V design, including all phases of work; providing technical and functional deliverables to meet customer/user needs
Perform pre-engineering site surveys and provide all necessary information to effectively design A/V communications solutions for the end user
Scheduling, managing, & coordinating the available labor, materials, tools, equipment, and technical expertise for a successfully implemented AV project
Monitor and control project budgets
Document and record implemented A/V systems using AutoCAD (preferred) and or Visio
Maintain and update technical and project documentation to reflect every aspect of the project’s progress
Test / Commission completed integrated A/V systems and train users as need

IT Support Associate Resume Examples & Samples

Knowlegge of operating systems (Windows/Mac) and applications, inclduing installation
Knowledge of hardware and software troubleshooting and installation
Strong problem solving under various sorts of constraints and stress
3 + years in a technically related field or education equivalent

Technician, IT Support Resume Examples & Samples

Develops and improves documentation to enhance and support problem analysis and resolution. Performs trend analysis of systems to ensure optimal performance
Performs escalations to Information Technology Operations groups in accordance with departmental standards and performs notifications as needed
1st point of contact with all agents for resolving tickets
Ensure all service-level agreements are met and objectives are achieved. Prepare daily, weekly and monthly reports on individual agents and phone metrics for overall team productivity
Knowledge base administrator, ensure accuracy and use of tool
Training program for all new hires as well as Training for any new supported apps. Maximize team productivity by taking personal responsibility for customer satisfaction and leading the team to do the same
Manage the resolution of trouble tickets. Educate users regarding system operations and utilities
Ensure adequate cross-training to provide high quality support coverage at all times
Handle support calls and conduct training sessions as needed

IT Support Resume Examples & Samples

Hardware maintenance, non Finacle software maintenance and support on all PCs, Laptops, printers, faxes, photocopiers, UPS
Video Conferencing maintenance
Audio Visual and Voice recording Equipment maintenance
Specialized in Mitel Telephone systems and server maintenance at King Street and other UK sites
First line of Technical Support in any hardware /software /telecomm issues
Networking level one support for internet connectivity and phone networks
Reuters & Bloomberg support
Coordination with IT for logistics including for BCP and DRP
Request Management System for Hardware
IT oriented project implementation & monitoring
Implementation of IT orient SLA

IT Support Professional Resume Examples & Samples

Install, maintain and upgrade workstation and peripheral hardware and software
Analyze and resolve complex workstation, application and server related problems
Update desktop software/applications; maintain documentation on installed applications
Provide users with assistance in working in specific applications
Participate in development of standard operating procedures
Perform other related duties as assigned
Education:Bachelor's degree or equivalent combination of education and experience
Work Experience:Two to four years job related experience
Certifications: N/A
Skills:This job requires advanced knowledge of and skill in the installation and maintenance of information technology hardware and software, requiring a full understanding of industry practices and campus policies and procedures. Included are skills in problem solving, decision making, customer service, system documentation and communications
Preferred Education: N/A
Preferred Work Experience: N/A
Preferred Certifications: N/A
Preferred Skills

Technician, IT Support Resume Examples & Samples

Monitors the ticketing system for critical and high priority items; responds as necessary to resolve or engages appropriate fix agents
Provides basic remote end-user IT support and education for West Division supported locations, including but not limited to troubleshooting, installing, and maintaining software configurations
Document interactions with user including capturing details and steps performed to resolve issues within the ticketing system
Routes and redirects customer issues to appropriate departments and fix-agents as needed; conducts troubleshooting and triage of technical issues as appropriate prior to routing
Follows security procedures and guidelines to establish and monitor user access rights
Ensure on time task completion and identify conflicting priorities to management
Updates documentation for processes as needed
Knowledge base administrator, ensure accuracy and use of tool. Training program for all new hires as well as Training for any new supported apps. Maximize team productivity by taking personal responsibility for customer satisfaction and leading the team to do the same

IT Support Tech-sd Resume Examples & Samples

Responding to questions in a timely manner; quickly and accurately troubleshooting problems, installing software, and configuring systems; and competent problem research and diagnosis delivered as promised
Prepare and or update trouble tickets or service requests for all client calls, emails, and voicemails, documenting all activities completely and accurately in the ticket
Escalate support issues to supervisory personnel in a timely manner
Quickly and accurately determine whether a problem can be resolved by the Service Desk teams, and if not, escalate to 2nd or 3rd tier support team
Prepare and or maintain appropriate support documentation for the benefit of the team
Meet or exceed all goals as defined for the team, including Average Speed of Answer, ASA, Average Call Length ACL, Problem Resolution Rate, and Attendance among others
Actively work to minimize call handling times by utilizing available tools effectively, asking clarifying and guiding questions of the client, and updating and documenting issues in the trouble ticket during the call
Remain current on day to day issues, announcements, and hot issues
Maintain skills in technologies utilized actively throughout the organization, utilizing all available online tutorials, web sites, and knowledge bases
Maintain a basic understanding of the AEP IT production infrastructure
Maintain the industry knowledge and technical skills required to provide support
Demonstrate the ability to think outside the box and come up with creative solutions to complex problems
Attend monthly meetings scheduled on a Saturday; may be required to work varied schedules and or mandatory overtime to meet department needs due to: anticipated production changes and associated client impact; new application rollout; other impacts to the production environment raising call volumes
Complete special projects and perform other duties as assigned

Analyst, IT Support Desk Resume Examples & Samples

Attempt to resolve all break ix issues directly with customers (Internal and External) using prior experience, documentation, reference knowledgebase, remote access tools, etc. When necessary delegate the incident to other appropriate IT team members
Setup audio and video requirements for meetings, presentations and videoconferences
Mobile device setup using a mobile device management system
Implement, maintain, and adhere to all IT policies and procedures as set by IT Management
Assists in new hire orientation and user training
Asset\warranty\license tracking and equipment returns
Collaborate with other IT groups to ensure efficient and timely problem solving
Experience with desktop/laptop computers running Windows 7 Professional and Macintosh OS X in a networked environment
Experience with a ticketing and incident response system
Malware/Spyware Removal experience
Have strong computer literacy skills and the ability to use Microsoft Office + Adobe Creative Suite applications
Work well with people
Must possess strong written and verbal communication skills and the ability to speak in front of small groups
Able to work productively in a fast-paced and ever changing environment
Associates or Bachelor’s Degree completed or in process
Mac OS X
IOS experience a plus
Adobe Creative Suite Products
BMC Footprints Asset Core and Service Core experience a plus
JAMF Casper Suite experience a plus
Dell and Apple Laptop/Desktop experience a plus
Symantec Endpoint and Sophos Antivirus experience a plus

IT Support Specilist Resume Examples & Samples

Strong working knowledge of Windows operating environment
Strong working knowledge of automated scheduling applications
Working knowledge of Appworx\UC4\Automic
Experience in financial industry is a benefit
Self-Motivated, Self-Starter
Excellent written/communication skills

IT Support Desk Supervisor Resume Examples & Samples

Provide support of business applications including Citrix, Firefox, Symantec Corporate Antivirus, Microsoft Office Products, Internet Explorer, Oracle, etc
Provide support of business specific, custom and proprietary applications
Assist users with remote access including VPN, Citrix and Multi-Factor Authentication
Support network printers and copiers including configuration and supporting users
Maintain and upgrade computers and install software and applications
Provide user support over the phone, through email and in person
Create and maintain user accounts, in Active Directory
Execute larger projects in accordance with schedule and instructions
Carry out the instructions of the Support Desk Manager as requested
Lead and mentor the Corporate IT Support Desk team members in a culture of continuous improvement
Provide technical guidance and assistance to team members
Promote and maintain the Support Desk Policies and Procedures
Facilitate training plans and improvement plans for Support Desk staff
5 Years of direct technology experience, with a minimum of 2 years support desk experience
2 years of supervisor/management experience in a technology field
Familiarity with a variety of computer hardware, software and operating systems
Experience with the removal of viruses and malware
Knowledge of managing Microsoft Exchange user accounts
Microsoft Office 365 experience is a plus
An eagerness to quickly learn new skills and a desire to train others
The ability to prioritize and complete multiple tasks

Analyst, IT Support Resume Examples & Samples

Tests new software, system patches and Operating system images for
Tests, diagnoses and resolves end user desktop hardware, OS and
Coordinates with vendors for hardware parts/repairs/replacements
Manages system outages to resolution
Collaborates with fix agents, both internal and external, to resolve

Cash Equity Research IT Support Resume Examples & Samples

As an Application Support function, follow ITIL Application Support methodology to carry out incident and system change management procedures, manage and track of daily production problems; ensure effective and timely resolution and communications to the client; coordinate with exchanges or brokers; report and follow through bug fixing
Be responsible for the applications support of Cash Equity Research & Sales, including the CRM system and associated replicated links and external feeds, the research website including daily uploads/downloads, and the research distribution process, workflow
Liaise with external vendors to channel third line queries and ensure timely resolution
Required to support internal clients and to troubleshoot and diagnose technical issues in the production environment
Management and tracking of daily production problems; ensure effective and timely resolution and communications to the client; report bugs back to vendor and development team
Conduct system Quality Assurance Testing and assist in User Acceptance test; perform deployment or upgrade of mission critical applications and systems
Ensure adequate performance and operation of the systems - monitor the performance⁄ operation, diagnose and address any problems
Provide system and process documentation
Adhere to document procedural standards
Shift duty (7am to 8pm) , weekend and holiday work are required
Batch processing system (e.g $Universe, Autosys)
SQL Knowledge on Database (Oracle, MS SQL)
Sound knowledge in XML, Web services,.Net, JRE, API Integration
Experience with Weblogic and TomCat
Degree in Information Technology or equivalent with more than 5 years working experience
Strong client management and interpersonal skills
Strong problem solving and communication skills
Self-motivated and ability to work with minimal supervision

Manager, IT Support Resume Examples & Samples

Manage a team of system engineers and desktop support staff to provide exceptional IT support to all call centers within the Active Network
Contribute information and analysis to organizational strategic plans and reviews
Manage call center server infrastructure and application in multiple data centers
Oversee systems operation and security issues, and work through problems as needed
Escalate critical production issues through the proper chain of command
Evaluate current and foreseeable future requirements from client and call center to determine appropriate technical solutions
Facilitate the selection and implementation of server infrastructure and application to match the needs of the call center businesses
Develop project plans, and executes implementation plans
Ensure that systems are properly documented, controlled for change, and monitored for uptime
Identify areas of improvement in call center support and establish training plans for staff
Manage on-call rotations and ensure availability of engineers
Collaborate with other IT areas
Follow all Company policies and procedures

Supervisor, IT Support Resume Examples & Samples

Support mobile computing including Blackberry, IOS and mobile broadband devices
Provide support for IP Phones and video conferencing
Provide technical support to senior leadership staff and respond to support escalations
Coordinates activities by scheduling work assignments, setting priorities, and directing the work of subordinate employees
Ensures necessary tools and resources are available for staff to provide complex business issues analysis and technical solutions
Supervises the completion of upgrades for network hardware and software components, as required
Assists business units in the use and practical application of technologies and services
Assists all business departments within the organization to make sure all hardware, software, and equipment is updated and functioning properly
Plans and organizes projects and initiatives aimed at upgrading or otherwise changing IT technologies and/or services
Delegates responsibilities. Assists with guiding, mentoring,developing, and training staff to ensure optimal work performance
Recommends department standards and best practices
Installs server and workstation software and hardware upgrades
Assists with special network projects and installations

Manager, IT Support Resume Examples & Samples

Evaluates and develops plans to deliver training on Information Technology Support
Manages and participates in the department budget process
Manages a team of IT Support who troubleshoots user difficulties relating to hardware, software, networking, and telephony system issues
Implements policies and procedures regarding how problems are identified, diagnosed, resolved, and the steps taken to prevent reoccurrence
Oversees the planning and execution of projects
Fosters and maintains a strong culture of customer service and responsiveness among all members of the IT Support staff

IT Support Assistant st & nd Line Resume Examples & Samples

Providing day to day 1st & 2nd line support for both hardware and software including desk support, telephony, blackberry, email and applications support for both office and remote users
Providing general office support and respond to the queries from Brokers, Brokers Assistants and other members of staff
Preparing and install new IT hardware
Preparing and upgrade back office systems
Assisting with network patching
Assisting in the desk set up for employees visiting from other offices
Assisting in the set up of PowerPoint presentations and Videoconferencing calls
Assisting in the desk set up of new joiners, including PC, phone systems and email distribution lists
Liaising with HR and admin teams to ensure new joiner information, e.g., contact details, are received by and sent to the relevant parties
Previous experience working with a commodities, trading and/or logistics industry a real advantage
Good knowledge of telephone systems, including switchboard, dealer board, Avaya phone systems, an advantage
An understanding of database management
An understanding of trading support applications, such as Reuters, Bloomberg, etc., an advantage

Senior IT Support Professional Resume Examples & Samples

The firm welcomes up and coming professionals, whom want grow their IT career within an established organization
Looking for people who are collaborative, able to see projects to completion, able to work as a team, as well as time manage their tasks independently
Strong knowledge of PC hardware, Windows, mobile devices, network troubleshooting, and possesses knowledge of IT business applications
Able to communicate bi-culturally in Japanese and English
Knowledge of Apple family products
ITIL Certification is a plus
Experience managing or leading 1 or 2 members

IT Support Resume Examples & Samples

Internal IT Support and Management
Support 200 clients PCs, 10 Servers and different IT devices
Total support 400 users
Strong communication skills in Eng-Jap bilingual
Max 35 years old
Previous support experience in the same industry

IT Support Apprentice Resume Examples & Samples

A positive attitude and a willingness to bring ideas to the team
Able and willing to acquire new skills, and apply them
A methodical approach to problem solving
Self-motivated, Pro-active, Enthusiastic, Confident and Personable
Microsoft Windows 7
Microsoft Server 2008

Analyst, IT Support Resume Examples & Samples

Troubleshoots end user or system server issues (Including coordinating hardware repairs/replacements with server vendor and identifying system/application interdependencies)
Helps manage and maintain server environment using existing systems and processes
Trains and educates new and current users of basic systems
Provides or designs tools and making data available in usable form

Mainframe Application IT Support Resume Examples & Samples

Assess and debug the existing source code to find bugs and performance issues
Design, develop, test and implement enhancements and bug fixes
Acquire and document knowledge on the various Credit Suisse applications and share the acquired knowledge and provide training to the team members
2+ years of experience in Software Development and/or application support
2+ years of experience in IBM Mainframe technologies like COBOL, JCL, DB2, VSAM, CICS
1+ years of experience in MQ series
1+ years of experience in supporting and managing business continuity tests, and power downs

Operations IT Support Resume Examples & Samples

Act as a liaison between Middle Office/OPS Trade Booking Services users and IT on all support related queries
Own and resolve all middle or back office trade booking related Production issues
Provide timely and efficient support for the various trade processing applications
Provide onsite and offsite support for the various business functions
Provide off-hours support including weekend on rotation, if necessary
Resolving production problems as well as guiding the team in trouble shooting
Proactively seek to minimize potential application support problems through root cause analysis and monitoring
Analyze and debug the existing source code to find bugs and performance issues
Maintain effective communication to the internal/external clients to understand their application related issues/queries/problems
Acquire knowledge on the various CS applications, document the same where does not exist and train the peers
Three to Six years of combined IT experience in both software development and application support
Good experience in providing business related software-application support
Support experience in Financial industry or equivalent organizations
Software Language (one or more): Java, J2EE, .Net or C++
Database (one or more): Oracle, MSSQL or Sybase
Operating System experience: Unix, Linux & Windows (expected experience in O/S is at general application hosting and command syntax level)
Proficient in writing SQL queries and debugging procedures/functions
Excellent debugging, problem solving and analytical skills
Willingness to learn and adopt new technologies, business domain (Investment Bank) and functions
Understanding of equities, fixed income and trade Booking, a big plus
Scripting Language: Shell Scripting, Perl or equivalent
Web/Tools related experience: Weblogic, WebSphere, XML or Informatica
Experience in Financial industry or equivalent organizations
Good Team player and work attitude
Client-focused & sensitive to client needs

Technician, IT Support Resume Examples & Samples

Support mobile devices including iOS devices and mobile/desk phones
Facilitating onsite support for various hosted functions housed in local facilities (on call may be required)
Performs work within defined SLA targets and goals and is responsive to users' needs
Quickly identifies problems and gathers necessary information to correctly categorize issue within ticketing system
Performs problem solving and is able to quickly diagnose issues and knows when to seek help and extend duration of fix
Able to prioritize and complete tasks within a fast paced environment and notify management of conflicting priorities
Performs moves, adds, changes, and maintenance activities for desktop/laptop computers, telephones, and printers. Installs new equipment for users and replacement of non-functioning equipment
Educates end users regarding computer and software operations, including basic how to's and best practices
Performs network troubleshooting. Makes recommendations on computer related needs
Provides assistance in moving and re-installing equipment when required
Assists with the development, implementation, and maintenance of network file server backups and disaster recovery
Ensures complete and reliable security for sensitive data
Performs work in a timely manner and is responsive to users' needs

Manager, IT Support Resume Examples & Samples

7+ years relevant experience
Ability to oversee new releases or projects typically focused on a specific product, system, application of moderate scope and complexity
Manages multiple teams and/or projects with increasing degree of complexity and broad scope, could manage or lead a group (<25) of technology professionals
Ability to work independently and often autonomously in the management of projects, teams and operational disciplines and develops strategic thinking and planning with respect to work execution
Ability to assume responsibility for management of the overall team providing both leadership and technical guidance. set targets and objectives for the team, and deliver results
Readiness to manage projects and teams (including financials) and advocates for reusability of architecture and processes by new business initiatives
Sound management capabilities with respect to problem resolution, plans and strategies for operational improvement/advancement
Leadership in growing team expertise to align with demand and TD's business and technology direction. assess team capabilities, proactivity in identifying ways to provide and enhance value delivered
Interest and drive to enhance knowledge/expertise by staying abreast of industry and business trends
Commitment to ensuring a close relationship is maintained with clients in order to keep informed of their business needs and direction

Senior Analyst, IT Support Resume Examples & Samples

Helps manage and maintain server environment using existing systemsand processes
Plans, coordinates and implements projects
Provides consultation services for users with problems or new tasks and quickly formulates solutions
Acts as an information resource to the management team and reportshigh visibility cases, escalations, and customer trends to management
Conducts reviews of ticketing queue, generates and analyzes metrics toensure quality and efficiency of support

Executive IT Support Resume Examples & Samples

At least 10 years experience within a total Information Technology (IT) environment
Software distribution
System and technical integration
Release management

Analyst It-support Resume Examples & Samples

Analyze support request to identify the root cause and provide resolution. Work closely with other Eaton enterprise sectors/groups to implement solutions
Monitor support request tickets on regular basis and provide timely resolution and closure of the tickets
Acquiring and maintaining thorough understanding of the software platforms and supporting sub-systems (OS / data layer / application server / web server), related to portal and web content technologies and delivery teams
Solving technical and process problems to ensure platform sustainability and performance, including vendor interaction, problem identification, investigation, planning and resolution
Develop and maintain support processes and documentation. Maintain the integrity of the integration environments
Collaborate, build and maintain relationships with other technical groups. Initiate continuous improvement initiatives within the team and Enterprise
Strong inter-team and intra-team communication , Adherence to Eaton's ITIL and Project Management Practices
Analyze support request to identify the root cause resolution and work closely with other Eaton enterprise sectors/groups to implement solutions.Technical areas of responsibility include
Java, J2EE, MVC Framework, Web Services, java script, JSP, Servlets and application script development
Oracle Web Centre Portal and Oracle ADF application configuration and administration
Responsible for Portal applications and the maintenance of application health
User setup and configuration
Commitment to preventive maintenance
Setup and support of appropriate system monitoring tools
Provides support for Eaton’s current Portal environment to ensure performance and availability
Production support, incident analysis, documentation and resolution
End-user support and communication
Log file / database analysis
Commitment to quality operating systems
Meets and exceeds the support SLAs
Understands Eaton’s IT service management, change management and problem management processes
Initiate continuous improvement initiatives within the team and enterprise through problem management processes
Ensures that all support related errors are handled on a daily basis
Diligently manages all production moves through standard change requests
Makes Decisions / Solves Problems: Uses sound analytical thinking to develop innovative solutions/recommendations that address problems/issues and achieve desired results. Makes effective decisions, even when dealing with limited or ambiguous information
Collaborative Style: Builds collaborative relationships with people within or outside own function. Expresses ideas and exchanges information clearly and persuasively, and demonstrates a strong professional image
Learning on the fly: Quickly grasps the essence and the underlying structure of anything. Analyzes both successes and failures for clues to improvement . Experiments and will try anything to find solutions. Enjoys the challenge of unfamiliar tasks
Bachelor’s degree in Computer Science, related field, or equivalent experience
At least 4-6 years in Information Technology
At least 3+ years hands on experience of Web Development (Java 1.5 and above,J2ee)
Minimum of 3+ years of hands on experience in MVC framework, JSF 2.2, JSP, Servlets ,Web Services , Eclipse IDE ,PL/SQL
Desirable to have experience with Oracle UCM, Oracle WebCenter Portal (11g), ADF with JDeveloper 1.7, Remedy tool
Experience administering, configuring and supporting Enterprise Applications
Experience with application server / web server / OS / database understanding (primarily Apache, Unix/Linux, Oracle DB)
Broad awareness of eBusiness: portals, enterprise content and document management, collaboration and enterprise search
Strong debugging skills in identifying root cause and providing logical problem resolution
Strong knowledge of Java, J2EE, web services, MVC Framework, Web Services, Java Script, JSP, Servlets and application script development experience in Oracle UCM ,Web Centre Portal and ADF and version control
Knowledge of presentation-layer technologies (e.g. HTML, XML, JavaScript, AJAX, JQuery)
Exposure/Experience in enterprise application architecture
Strong communication skills (written and verbal) and Team Player
Must possess ability to effectively manage vendor resources and / or project members in other countries
Requires good networking capability and a proven ability to work with senior leaders
Requires strong analytical, problem solving, and action-driven competencies

Analyst, IT Support Resume Examples & Samples

Researches, resolves and responds to complex end user, support orsystem server issues across the product line and product boundaries inaccordance with current standards (including coordinating hardwarerepairs/replacements with server vendor andidentifyingsystem/application interdependencies)
Coordinates end user and support issues among various support sites toensure timely distribution of knowledge and positive impact oncustomersatisfaction and quality
Identifies areas for improvement where proactive efforts can preventnew cases
Provides or designs tools and makes data available in usable form
Reviews urgent and critical incident reports for quality and makesrecommendations for improvement

IT Support / Junior Administrator Resume Examples & Samples

Create and administrator user and service accounts; AD group membership and Exchange mailboxes
Shall inform users of the status of their tickets through the following methods: Phone call responses and a web-based portal that offers self-serve access to real-time ticket status information for user feedback
Services shall include junior and senior level support for service requests that extend beyond the services and problem resolution normally associated with Help Desk support. These service requests are supported and documented within the automated support request system. Examples of these typical requests include; but are not limited to; the following: Virus scanning of disks; burning of CD's; moves/conversion/organization/migration; SW/HW installation and reconfiguration; true depth of knowledge of supported applications within the classified environment
Shall immediately report any act or circumstance in which there is a deviation from the required governing security regulations
2-5 years of directly related experience in Tier I and II support. Remedy experience is strongly preferred

IT Support Executive Resume Examples & Samples

Recording all interactions and communications and responding to user queries using Athena Ticketing system
Maintaining ownership of user problems until a mutually satisfactory resolution is obtained
Escalating issues appropriately to other team members or other teams
Recording the details of investigations and fixes on the system
Highlighting persistent problems
Participation in team meetings

IT Support Team Manager Resume Examples & Samples

Serve as top escalation Tier and technical lead on the IT Support Team
Prioritize and schedule IT requests and team workload as appropriate (and escalate issues to network staff when required)
Develop and maintain service level agreements (SLAs) and monitor response times accordingly
Develop, Implement and maintain appropriate protocols, policies and procedures to ensure operational efficiencies
Improve IT Support Team productivity by highlighting deficiencies and recommending changes in tools, processes, reporting and employee engagement. Work with management to plan & implement recommended changes
Assists in installing and upgrading software, installing hardware, and configuring systems and applications
Manage, monitor and remediate client software deployments, windows patching and Antivirus posture
Champion customer service programs to improve customer satisfaction ratings
Assists in performing IT-related tasks including: running hardware diagnostics, troubleshooting hardware and printer functionality, configuring hardware for new users, maintaining computer equipment and supplies inventory, and participating in disaster recovery rehearsals
Assists in network infrastructure implementation and deployment as required
Coordinates equipment repairs with the team and the vendors
Provide emergency, after-hour support every 6 weeks (on call rotation of staff)
Minimum of 3 years as IT Support Team leader
Working knowledge and experience with Windows 7/8/10, Windows Server 2008/2012, managing Active Directory, DNS, DHCP, Wireless networking, laptops and workstations; remote access/VPN, Microsoft Office 2013/2016 support, endpoint protection, software deployment and patching
Extensive experience maintaining and administering client management systems (e.g., Altiris, SCCM)
Demonstrate the ability to learn quickly and apply knowledge accordingly
Ability to work with our teams and business units to develop processes and procedures to improve productivity, tracking and operational efficiencies
Excellent interpersonal skills; ability to communicate effectively with team members and other staff
Ability to provide quality client-centered technical support and the ability to supervise an IT Support Team with a client-centered focus
Ability to constructive coach team members
Utmost reliability in ensuring network security and protecting confidential data
Excellent attention to detail, problem solving, organizational and supervisor skills
Ability to handle difficult or sensitive situations with customers and other IT team members in a professional manner
Adaptive to a growing user base and changing work environment
Must demonstrate a positive work attitude and strong customer service skills

Team Leader CSS IT Support Resume Examples & Samples

Ensures that assigned help desk tickets are accepted, updated and resolved in a timely manner
Helps to develop and deploy standardized support processes and practices. *Collaborates with other technical areas to integrate support across tiers, platforms and areas of responsibility
Works with vendors and other support teams to prioritize, escalate as necessary, and resolve identified technical issues and problems. *Communicates issues and status to internal client community. Monitors and ensures compliance with established Service Level Agreements (SLA’s). *Manages all CSS IT tickets raised and logged via Catalent’s service desk system
Contribute subject matter expertise during root cause analysis and problem solving activities during system outages
Identifies, reviews, evaluates, and implements all applicable system modifications/enhancements/upgrades
Plans and organizes the activities of the team, including providing guidance, communication, and direction to personnel
Performs normal personnel functions which may include: hiring, firing, training, development, performance reviews, etc
Responsible for completion of required documentation of systems including standard operating procedures, change controls, computer system validation, and other related materials
Ensures plans and procedures are properly implemented and tested
Oversees system ownership across the CSS IT Portfolio and to ensure validation packs comply with company and regulatory standards (this includes Periodic Reviews)
Contributes with CSS IT project related activities as and when necessary, working closely with the technical and business analyst teams
Provides suitable monitoring to all CSS IT systems and to ensure they are all maintained accordingly to prevent system outages

Executive Director, IT Support Resume Examples & Samples

Excellent Oral and written communication skills
Strong management and leadership skills
Demonstrable experience in establishing and implementing support processes and standards for continuous user experience improvement
Strong customer service Skills
Ability to collaborate with peers, leaders, employees and vendors (on-site and remote)
Experience with Budget management and creation
Strong problem analysis skills
Strong understanding of and experience with service-based processes and metrics
Understanding of current PC deployment and support technology
Strong understanding of networking, desktop management, and information security
Bachelor's degree, or equivalent combination of education and experience
3 or more years’ managing (12+), remote IT Desktop Support teams across multiple time zones
3 or more years’ experience with PC lifecycle management
1 or more years’ experience with medium to large IT project management
5 or more years’ experience supporting Microsoft PC Operating Systems and Microsoft Office
3 or more years’ experience supporting Mac OS X and iOS
3 or more years’ supporting Virtual Desktop Infrastructure (VDI) including Citrix
ITIL v3 Foundations (or higher) a plus
HDI Desktop Support Manager (HDI-DSM) a plus

IT Support Professional Supervisor Resume Examples & Samples

Collaborate with users gain understanding of functions and IT related issues and service required
Defines and establishes priorities for IT related support based on user needs
Establishes IT related objectives and work plans; defines and delegates assignments to unit IT staff
Monitors IT staff efforts in IT hardware and software support efforts; evaluate staff performance and provide feedback
Review and recommend additional programs and upgrades of existing programs
Maintain IT policies and procedures for assigned area consistent with Institute policy. Develops SOP's and technical documentation
Performs research and analysis and investigates possible IT solutions to unit functional issues
Perform other related duties as assigned
Education:Bachelor's Degree
Work Experience:Four to sixyears job related experience
Skills:This job requires working knowledge of and skills in the development, installation and maintenance of IT hardware and software applicable to assigned unit. Additionally, skills in project management, organization, communications and customer service are required
Preferred Education: Bachelor's or Master's Degree
Preferred Work Experience: Experience providing and/or managing technology support in a higher education setting
Preferred Certifications:HDI Desktop Support Manager, HDI Support Center Manager, ITIL Foundations or other ITSM Certifications

Supervisor IT Support Services Resume Examples & Samples

Provides leadership to direct reports and support business stakeholders
Coordinates activities by scheduling work assignments and setting priorities
Evaluates and verifies employee performance through the review of completed work assignments and monitoring of metrics
Maintains records and prepares reports in support of operational and support activities
Evaluates, reviews and approves requests for information systems hardware, software and services in coordination with corporate and divisional sponsors
Establishes & monitors projects, priorities, objectives, procedures, and service targets and allocates resources based on business needs
Maintains close alignment and coordination with operational hubs in the US, Europe and Asia
Maintains vendor relationships various supplier partners
Validates invoices & charges against IT equipment or service orders
Meets with business stakeholders regularly and communicates IT needs to senior leadership
Manages routine tasks related to the overall operation of the helpdesk and customer support including, but not limited to

IT Support Team Manager Resume Examples & Samples

Manage a support team consisting of at least 4 technicians
Project management for IT Support sponsored projects (e.g., Ticketing system upgrades, Web conferencing platform migrations, Windows OS Migrations, etc.)
Assists in installing and upgrading software, installing hardware, and configuring systems and applications as needed
Working knowledge and experience with Windows 7/8/10, Windows Server 2008/2012, managing Active Directory, DNS, DHCP, TCP/IP networking, laptops and workstations; remote access/VPN, Microsoft Office 2013/2016 support, endpoint protection

Associate IT Support Resume Examples & Samples

Form Development Status reports: Document form modifications and revisions. Notification Report of new updates from the PowerDB website
Create customized reports using SQL/T-SQL query tools and programming (from the Data Warehouse)
Deploy reports to the Report Server

IT Support Admin Resume Examples & Samples

Provides day-to-day technical support to local and remote employees for internal desktop systems software and hardware
Installs, configures and troubleshoots desktop systems, workstation and servers in a heterogeneous environment
Support of mobile computing environment
Assists in maintenance of network equipment, phones, and teleconference equipment
Fully proficient with the Windows operating systems
Ability to maintain effective relationships with internal customers
Ability to evaluate and recommend hardware and software solutions, including new acquisitions and upgrades
Ability to participate in development of information technology and infrastructure projects
Be able to conduct training programs designed to educate an organization’s computer users about basic and specialized applications
Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support
Basic understanding of networking and UNIX software engineering environments

Line IT Support Analyst Resume Examples & Samples

Provide first and second level helpdesk technical support on installed technology to meet business requirements
Provide MS Office and application training to users
Provide administration, training and technical support to users of company CRM system saleforce.com
Work with users to utilise technology to achieve business goals
Support business applications
Perform regularly scheduled network administration/maintenance functions as assigned (e.g. server tape back-up, network user ID additions and changes, upgrades etc)
Participate in technology development projects as assigned
Liaison with external consultants or service providers to resolve specific issues
Perform IT departmental tasks as required and assigned by the IT Manager
Microsoft Active Directory
Microsoft Office 365 Email
Microsoft Azure infrastructure
Range of Microsoft Client Operating systems - Windows 7, 8 & 10
Range of Microsoft Server Operating systems - Windows 2008 & 2012
MS Office 2010 & 2013
Fundamentals of IP Networking
Symantec BackUp software
Internet Technologies
Adobe Creative Suite
VMware ESX/ESXi
Salesforce CRM

IT Support Team Lead-krakow, Poland Resume Examples & Samples

Provide technical expertise to the help desk team
Maintain technical skill continuity and consistency of help desk staff
Ensure continuous improvement of services provided by the help desk
Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
Includes preparation of help desk staff to support new technology
Evaluate technical skills
Develop and maintain Training Plan
Liaison between help desk and other groups on technical support issues
Proactively work with other groups on normal process support issues
Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools and Incident logging tool. Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out
Develop processes to streamline the daily functioning of the help desk

IT Support Technologist Resume Examples & Samples

Install, maintain, operate and support manufacturing computing infrastructure and applications
Escalate to next support level for unresolved cases
Upkeep service efficiency and end-user satisfaction levels

IT Support Desk Analyst Resume Examples & Samples

Provide friendly, customer-focused support centered on communication and follow through to confirmed resolution of all support requests
Monitoring of Support Desk ticket queue to ensure all support requests are addressed in a timely fashion and are assigned to the proper IT team in accordance with PUMA’s designated service level agreements and knowledgebase instructions
Prompt identification, analysis, and diagnosis of all support issues providing customers with frequents updates on the status of their support request including an ETA for a resolution as well as deploying a loaner machine to end users whose issue is preventing them from completing their job responsibilities
Assist with Polycom and Skype for Business video conference setup and maintain “how to” documentation for all video conference enabled conference rooms
Manage mobile accounts and devices including: working with service providers on a regular basis to reduce costs, creating automated data reports and alerting users who cross data thresholds, performing basic troubleshooting for all mobile issues, and installation and management of mobile device management tool
Participate in all Support Desk projects with the expectation that all assigned tasks will be completed by given end date
Assists in new hire orientation, training, and follow up to ensure that all new PUMA employees have the hardware and software they need to complete their job responsibilities
Delivers, sets up, and assists in the configuration of end-user PC desktop hardware, software, and peripherals adhering to all configuration checklists to ensure all necessary steps are taken when configuring hardware and installing software
Have strong computer literacy skills and the ability to use Microsoft Office 365 applications
Ability to speak in front of small groups.Experience
Microsoft Office 2013 & 365 Products
Symantec Endpoint Antivirus a plusIf you are a flexible, open-minded and dedicated individual, PUMA offers interesting opportunities not only in an exciting and challenging industry, but also an enjoyable and open working atmosphere. If you have the drive and commitment to work in the dynamic and demanding PUMA environment, please submit your online application (including your resume with your possible start date and salary expectations)

IT Support Team Lead Resume Examples & Samples

Bachelor’s Degree in Computer Science or a related field, or relevant work experience
3+ years of experience providing IT support in a multi OS (Linux, Windows, OSX) environment
2+ years of experience providing general networking support to include network device (router, switch, or firewall) configuration
Masters in CS or related degree (Computer Engineering, Information Systems, etc.)
Excellent communication skills and the ability to work well in a team
Strong customer focus, ownership, urgency and drive
Systems administration experience in Linux/Unix environment
Experience maintaining open source packages and/or working with the open source community
Experience packaging software with Red Hat Package Manager or Debian
Experience maintaining large scale Linux implementations
Experience with Bash, Python, Perl, C, C++, or Java

Global IT Support Escalation Engineer Resume Examples & Samples

A minimum of 5 years of technical support experience is required. Systems Administration background is preferred
Strong knowledge of Office applications, Exchange email, VPN, SharePoint, Active Directory, LDAP and printing
Strong knowledge of client operating systems including Windows 7/10, Macintosh OS 10.x, Ubuntu and RedHat Linux
The ability to solve problems and automate repetitive tasks using a common scripting or programming language such as Perl, PowerShell, and/or JavaScript
A proven ability to troubleshoot and identify the root cause of complex issues
The ability to develop and deploy web and/or desktop applications in one or more programming languages. .Net (C#), Powershell, Perl, Python, JavaScript, and Java are preferred
Experience in a Systems Administration or Engineering role

IT Support Team Specialist Resume Examples & Samples

Provide Tier 2 & 3 support for critical software applications and information technology infrastructure, including: Active Directory, SCCM, client patching and application deployment systems, Office365 & MDM
Assists with software deployment, maintaining client images and configuring systems and applications as needed via SCCM and other management tools
Maintaining security posture on client systems through Group Policy Management, windows patching and antivirus posture
Assists in move/add/change processes: configuring accounts and hardware for new users, maintaining computer equipment and inventory, and participating in disaster recovery rehearsals
Triage support requests and escalate issues to network staff when required. Follow up on outstanding requests and ensure timely resolution
Mentor junior IT team members and assist in staff training activities
Serve as primary technician for executive leadership
Maintains a high degree of professionalism while delivering outstanding customer service
Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users
Provide emergency, after-hour support every 4 weeks (on-call rotation of staff)
Furthers equal employment opportunity by demonstrating fairness in making recommendations for hiring selections, encourages and recognizes employee achievements, ensures fair treatment of all employees regardless of race, color, religion, national origin, sex, age, gender identity, disability or other characteristic protected by applicable law
Minimum of 3 years’ experience providing end-user technical support in a highly, effective team as Tier 2 or above
Working knowledge and experience with Windows 7/8/10, laptops and workstations, managing Active Directory, Group Policy Management, DNS, DHCP, basic TCP/IP networking, remote access/VPN, Microsoft Office 2013/2016 support, endpoint protection
Extensive experience maintaining and administering endpoints via client management systems (e.g., Altiris, SCCM, MDM) and experience with software deployment and patching
IPhone/Android experience is a plus
Microsoft Office365 experience a plus
SCCM Experience a plus
Ability to work with our business units to develop processes and procedures to improve productivity, tracking and operational efficiencies
Ability to provide quality, client-focused technical support
Must be proactive and self-driven

Engineering IT Support Resume Examples & Samples

Meet with engineers, engineering managers and LASP IT to define Engineering IT requirements
Verify/certify LASP IT delivered services (for example, verify software tool functionality post installation)
Based on defined requirements, design hardware configurations optimized for specific software tools/applications
Continue development and maintenance of existing in-house software tools customized for LASP processes and applications
Basic knowledge of the computer hardware, software, and networking used through-out the production engineering lifecycle
Development experience with Ruby on Rails web applications backed by SQL databases
Familiarity with a variety of programming and scripting languages such as IDL, JAVA, PowerShell, or Bash/shell scripting
Familiarity with software applications such as Labview, Zemax, Solidworks, Orcad, Agile, and other engineering software tools is highly beneficial
Familiarity with Unix, Linux and Windows, especially working in virtual environments
Ability to anticipate, research, and solve problems through careful attention to detail and analysis in an independent work environment
Must be collaborative, self-directed, ability to handle multiple tasks and priorities, and meet deadlines from daily details to managerial analysis. Ability to learn new skills and assume new responsibilities
Experience gained as a student will be considered

IT Support Tech Helper Resume Examples & Samples

To provide a 1st / 2nd line support service that ensures all IT equipment and infrastructure is running to its optimum performance and that all departmental KPIs and SLAs are met
Installation, maintenance and support of IT equipment including (but not restricted to) laptops, telecoms equipment, printers, scanners, thin clients and workstations. Some cabling work will also be required (after training)
To ensure that work is carried out to a high standard and complies with all Amazon polices and guidelines, specifically IT and Health & Safety policies/guidelines
To maximize availability of all IT equipment and infrastructure through continuous improvement and continuously look to improve equipment efficiencies and cost reductions accordingly
Asset and Inventory management including checks / audits in line with standards and processes including Return Merchandise Authorization (RMA) processes with suppliers
Providing assistance to senior engineers as required (which does include out of hours work)
Conduct shift / daily infrastructure audits and checks
Produce shift / daily reports
IT education or 2-3 years of experience on relevant position preferably in operational environment
A good understanding of computer and networking concepts including data cabling. Cisco qualification desirable. Knowledge of TCP/IP, DHCP, DNS protocols
Be able to demonstrate a good understanding of Windows Server, Linux/Unix, Windows 7, Windows 8
Excellent English communication skills (written & verbal). Able to communicate technical information to nontechnical audiences
Strong sense of customer service
Methodical problem solving and excellent analytical skills
Keeps others informed of information that contributes to the performance of the team, department or company (Team player)
Self-motivated and able to work alone as well as part of a team
Able to prioritize in a complex, fast-paced environment
Willingness to train and learn new skills
Demonstrates strong initiative (is proactive) and motivation with the ability to learn quickly
To have flexibility in working hours and shift patterns to provide cover for operational requirements
Ability to effectively solve hardware and network issues in an operational environment
Ability to work in height using scissor lifts/platforms (training will be provided if needed)

IT Support Resume Examples & Samples

Experience managing, administering, supporting Micros POS System, Client Server and Stand Alone applications
Competence with Microsoft Office including Word, PowerPoint, Excel and Project
Training for Aramark applications can be provided
Experience in technical problem resolution, integration, support and training. 2 Year technical degree is desired but not required
Experience with Micros POS systems is desired
Candidate should possess experience with Windows 7, TCP/IP, and Web and Network LAN based systems
Good working knowledge of PC Hardware and related peripheral integration required
Experience in supporting a large (greater than 20) user base is required
Experience in Windows operating systems
Past experience with application support and installation is desired

IT Support Desk Operative Resume Examples & Samples

Walk clients and business units through problem solving process
Provide technical assistance and support for incoming queries
Efficiently control and manage the IT inventory (Hardware, font, software, License, Domain)
3 - 5 years of IT helpdesk experience
Experience working in a multicultural environment
Ability to work under pressure in a face-paced environment
Fluency in both English and Japanese
Familiarity with Google applications

IT Support Admin Resume Examples & Samples

Provides support services to employees with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote access by coordinating, diagnosing, and troubleshooting incoming employee calls worldwide
Is responsible for timely resolution of problems or escalation on behalf of customer to appropriate technical personnel
Provides case status updates to management and end-users
Supports and maintains effective relationships with users
Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support

Team Manager, IT Support Resume Examples & Samples

15+ years Platform Management experience
Previous experience with Digitization concepts, systems and tools a definite asset
PMP Certification is an asset

IT Support Consultant Resume Examples & Samples

At least 3 years experience in providing technical support to users in a complex, fast-paced environment
Strong customer service skills
Strong working knowledge of current Windows hardware & operating systems
Knowledge & ability to build, install, and configure windows desktop HW & OS specifications as determined by others
Experience with Managed Desktop suites and reporting tools (e.g., SCCM)
Experience with Active Directory and Group Policy object
Strong knowledge and user skill level in multiple commonplace application software products with demonstrable experience working with and supporting users of Word, Excel, & PowerPoint
Familiarity of TCP/IP and wireless (802.x) technologies
Experience in the support & development of iOS apps
Experience with Business Analytics
Experience with Project Management tools
Professional demeanor and desire to assist others with various levels of computer skill, experience, and needs
3 – 5 years experience providing IT support in a professional environment
Experience working in Higher Education
Familiarity or certification in Lean Six Sigma Process Improvement methodology
Windows or other similar certifications
Experience with Apple OS
A+ Certification
Experience with HTML
Familiarity with database environments and methodologies

IT Support Executive Resume Examples & Samples

Passport, Research Monitor, and Passport Account Management
Single Sign-on rollout to Passport subscribers
Euromonitor’s CRM and Sales Management system, Salesforce
Euromonitor’s incident tracking system, Athena
Provide assistance for Passport subscribers - testing suspected problems, escalating issues appropriately and providing advice to users
Configuring client subscription services based on instructions from sales and support colleagues
Monitoring of registered users to minimize unauthorized use of Passport
Housekeeping of the user list in consultation with Account Managers and Sales teams
Working proactively to minimize the number of subscribers without any specific security mechanism, direct with clients
Advise Account Managers, Sales Reps and managers as appropriate of any potential security issues at a subscriber and/or user level
Excellent communication skills – both verbal and written
Proactive problem solving skills
Demonstrable experience in a similar client-facing application support role with web-based systems
Experience supporting a CRM system, especially Salesforce beneficial
Experience of ITIL in a support environment would be beneficial

IT Support Team, Supervisor Resume Examples & Samples

Supervision of IT Support Team operations, including assigning tasks to team members, realigning tasks as necessary, and taking corrective actions to resolve productivity issues within the team
Work with Manager to ensure that IT Support goals and objectives are executed by the team and provide status reports as necessary
Responsible for maintaining request tracking database, documenting reported issues and resolution actions
Provides technical leadership role when working with customers and internal teams
Responsible for all desktop software and hardware inventory, compliance and client machine audits
Champion yearly IT Support Satisfaction survey and implement changes as necessary
Provide Tier 2 & 3 support for critical software applications and information technology infrastructure, including: Active Directory, SCCM, client patching and application deployment systems, Office365 & MDM
Assists with software deployment, maintaining client images and configuring systems and applications as needed via SCCM and other management tools
Mentor IT Support team members and assist in staff training activities
Serve as primary technician for executive leadership
Maintains a high degree of professionalism while delivering outstanding customer service
Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users
Provide emergency, after-hour support every 4 weeks (on-call rotation of staff)
Furthers equal employment opportunity by demonstrating fairness in making recommendations for hiring selections, encourages and recognizes employee achievements, ensures fair treatment of all employees regardless of race, color, religion, national origin, sex, age, gender identity, disability or other characteristic protected by applicable law
Minimum of 4 years’ experience providing end-user technical support in a highly, effective team
Working knowledge and experience with Windows 7/8/10, laptops and workstations, managing Active Directory, Group Policy Management, DNS, DHCP, basic TCP/IP networking, remote access/VPN, Microsoft Office 2013/2016 support, endpoint protection
Extensive experience maintaining and administering endpoints via client management systems (e.g., Altiris, SCCM, MDM) and experience with software deployment and patching
3 - 5 Years iPhone/Android management and deployment
3 - 5Years Microsoft Office365 administration
3 – 5 Years SCCM Experience
Demonstrate the ability to learn quickly and apply knowledge accordingly
Ability to work with our business units to develop processes and procedures to improve productivity, tracking and operational efficiencies
Excellent interpersonal skills; ability to communicate effectively with team members and other staff
Ability to provide quality, client-focused technical support
Ability to constructive coach team members
Utmost reliability in ensuring network security and protecting confidential data
Excellent attention to detail, problem solving, organizational and supervisor skills
Ability to handle difficult or sensitive situations with customers and other IT team members in a professional manner
Adaptive to a growing user base and changing work environment
Excellent time management and prioritization skills
Must be proactive and self-driven
Must demonstrate a positive work attitude and strong customer service skills

Senior Manager, IT Support Resume Examples & Samples

WAN, LAN, Wireless capabilities across TD Securities locations in New York, Singapore, London, Toronto together with regional satellite locations
Application performance as observed on the network to determine client / server / network constraints
Establishing and delivering a cost effective and performant global eTrading network and hosting strategy
Network asset currency and configuration hygiene aligned to corporate governance standards
Incident and problem management optimization
Participation in management level activities with peer group and senior executives as required
Undergraduate Degree or Technical Certificate
10+ years’ experience in a Capital Markets infrastructure environment with direct exposure to Trading platforms, market data delivery, WAN, LAN, Internet, Firewalls and security
Analytical and effective troubleshooting in complex environments
Demonstrable Incident management and service recovery skills
Ability to direct and manage multiple, broad and highly complex teams $can be groups of up to 50 technology professionals$ and/or projects which are diverse in scope
Strength in setting direction at an operational level, works autonomously in the management of the unit and collaborates with other business heads to establish and execute on common goals
Understanding of strategic direction $including financials$ and champions alliances to benefit TD, advocates for operational improvements to enhance value to the organization
Readiness to direct the development of problem resolutions, plans and strategies for operational improvement/advancement
Confidence and experience serving as a key point of contact internally and externally
Infrastructure / application performance and availability monitoring
Service Management $Incident, Problem, Change$
Data Centre Management experience
Experience with 3rd party hosting providers
Software Delivery Life-Cycle and Release Management
Business Continuity Management & Disaster Recovery
Familiarity with Physical Security

Sharepoint / IT Support Resume Examples & Samples

Knowledge of ITPR, DoN Application and Database Management System (DADMS) and Information Assurance Tracking System (IATS)
Support NAVCYBERFOR Government lead in ITPR processes
Review IT Support requirements to ensure proper alignment to ongoing NAVCYBERFOR mission
Support development of policies and procedures and implementation of technologies to support the management of migrated applications and relocation and consolidation of servers and data centers in response to the Navy’s ongoing Information Management/Information Technology (IM/IT) efficiency initiatives

IT Support Tech Resume Examples & Samples

3-5 years / IT support experience (Windows/Linux/Mac, PCs, network etc)
In addition, you will need a proven ability to operate in extreme high pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism
Experience in procurement, inventory and asset management of IT equipment as well as IT lifecycle
An advanced understanding of technical issues, both hardware and software
Active Directory and Windows Server administration. Windows Vista and XP System Support
A broad understanding of networking technologies both wired and wireless. Port level troubleshooting of Cisco switches and data cabling knowledge
2) Basic knowledge of LAN/WAN (Ethernet・TCP/IT etc.) and related experience (mandatory). CCNA-level knowledge is preferred
4) Effective communication skills via phone and email in English are mandatory

T&M Trading Floor IT Support Team Lead Resume Examples & Samples

Check and ensure all daily tasks assigned to the team are completed
Review tickets in Deskside's queue and all tickets received
Manage daily operation of T&M IT desktop support team
Prepare weekly report for weekly meeting with BMS-IT
Prepare monthly SLA reports for SLA submission
Plan out all the shifts and weekend coverage for the following month
Review and submit time sheets and claims to the manager for approval
Plan out leave requests for submission to manager for approval
Attend to any adhoc meetings that involves Deskside services
Conduct briefing to the team for any new changes/implementation
Upkeep T&M workstations asset report
Ready to front and pacify difficult users
Update T&M PC image regularly
Document new T&M applications installation steps
Pro-active to inform BU to update their applications in BCP site and HomeComputing
Assist the manager in any way he may need

IT Support Admin, Senior Resume Examples & Samples

Provides day-to-day technical support to local and remote employees for internal desktop systems software and hardware; Windows and MacOS
Responsible for timely resolution of problems or escalation on behalf of customer to appropriate technical personnel
Develops, documents and implements standard operating procedures and customer service guidelines relating to remote IT support
Maintains passwords, data integrity and file system security for the desktop environment
Supports and enforce company Information Security policies as directed by organizational management
Provides case and project status updates to management and end-users
Responsible for in-country purchasing processes for IT related equipment
Assists in maintenance of network equipment, phones, teleconference and video conference equipment
Assists other teams within the Information Technology organization with the support of their projects, hardware and software
Assists in the support of the computer room and data center operations arena
Assists in the support of the UNIX engineering team and resources
Fully proficient with the Windows client and server operating systems
Fully proficient with the Apple Mac OSX client operating systems
General knowledge of the Microsoft Office productivity suite
Familiarity with Virtualization products and their implementation and support
Familiarity with basic data center operations tasks
Familiarity with Linux/UNIX OS
Familiarity with software engineering environments
Basic understanding of networking and security
Has working knowledge of the mobile wireless technologies environment and operating systems (iOS and Android)
Thorough understanding of PC computer hardware and efficient troubleshooting techniques
Ability to self-motivate and stay on task as a remote employee within the larger Information Technology organization
Ability to recognize inefficiencies and recommend solutions
Ability to communicate highly technical information to both technical and nontechnical personnel
Ability to organize and use time effectively
Ability to write clearly in both technical and non-technical communications and documentation
Ability to lead and participate in development of information technology and infrastructure projects
Ability to conduct training programs designed to educate colleagues and other teams within IT as well as end users in basic and specialized applications

IT Support Associate Resume Examples & Samples

Create and deploy desktop/laptop/virtual images to the computer lab and library staff
Work with managers to determine project deadlines and objectives
Implement projects to support multiple computer systems
Evaluate and develop solutions using multiple platforms to resolve complex technical problems based on in-depth evaluation of faculty and staff requests
Define standard and modeling for desktop application
In-depth evaluation and implementation of faculty and staff software and hardware request each semester
Advise and make recommendations on hardware and software purchases
Train part-time employees for frontline technical user support
Regularly re-evaluate our policies and procedures to improve services
Provide statistic for measuring technical service within a ticketing system
Monitor and Complete daily technical problem tickets for student, faculty and staff
Analyze, design, and implement new tools to improve the daily operation of the library
Communicate with HUIT Networking to help diagnose and resolve the library technical issues
Support librarian office computers and implement Harvard security policies
Evaluate, test, maintain, repair and track all laptops distributed to staff and faculty
Overtime required at the beginning of each term
High school graduate or equivalent with at least 3+ years of IT experience to include Windows 7, Window Server Administrator, and/or Active Directory
Power user experience for Windows or Mac
Windows server administration, Ghost, Deep Freeze, AntiExec, Software Licenses, Server administration
Must have a strong commitment to customer support
Candidate must have strong leadership and communication skills
Demonstrated ability to use judgment and prioritize the work within the parameter outlined by the university guidelines
Bachelors Degree strongly preferred

IT Support Apprentice Resume Examples & Samples

Provide a first, and single, point of contact into Capita Services Desks for all supported businesses
Respond to phone calls, emails and online chat
Ensure incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software
Ensure that all cases owned are resolved in accordance to the agreed Service Level Agreement (SLA)
Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional at all times
Logging of all incidents in the appropriate call logging software, ensuring all relevant information is obtained, correct categorisation, contract, SLA is chosen and advise caller of unique call reference number
Provide problem diagnosis, using appropriate support tools and resolution for desktop problems. Assign calls to correct third party queues where appropriate
Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests
Track and monitor calls that are with third parties, to liaise with third parties for a resolution and escalate when resolution is not moving forward within the appropriate timescales
Resolve and close cases to customers satisfaction or escalate to the appropriate ITS Management where further direction is required
Demonstrate a positive attitude towards change by words and behaviours. Challenge the way things have always been done and suggest improvements
Good attendance and time-keeping
Strive for excellence premium customer service provider
Smart and presentable
Experience of working to SLAs
Willingness to be flexible with working hours when necessary
Mature outlook
Background in customer service
Basic understanding of different technologies, including MS Office Products
Experience of working in a Service Desk support environment
Good knowledge of support tools used by IT Service Desk and Desktop Support teams is an advantage

Manager of IT Support Resume Examples & Samples

Over two years of leading a team
Over five years of working withMac OSX and Windows machines and systems
Over three years working with Active Directory Group Policy
Familiarity with VMWare andLinux
Strong written and spoken communications skills as well as time and organizational skills

IT Support / Help Desk Temp Resume Examples & Samples

Providing support for our users at the Corporate Office and Distribution Center
Assist with the preparation and deployment of POS (Point of Sale) systems to the field
Assist with troubleshooting PCs and peripheral devices and communication devices
Assist with Technical Services projects. Projects that streamline processes are cost effective and enhance user satisfaction
Participating in the testing process through test review and analysis, test witnessing, and certification of software
Must be an alumni or current Senior pursuing a degree in a related field
Strong academic standing
Ability to multi-task
High level of organizational skills

IT Support Administrator Resume Examples & Samples

Independently research and identify solutions and collaborate with IT team and end users to implement new technologies
Ensure compliance of divisional IT assets per corporate standards and directives
B.A./B.S. in technology related field preferred
Familiarity with ITIL concepts and/or ITIL certification strongly preferred
4-6 years of desktop support and/or network/systems administration in a primarily Windows-based environment
Hands on experience with Windows XP, 7 and 10 as well as working knowledge of network troubleshooting, patching, driver installation and problem resolution required
Familiarity with Track-It Help Desk ticket system a plus
Knowledge of Active Directory, Windows Server 2008R2/2012, Microsoft Office 2007-2016, Outlook 2010-2016
Microsoft Desktop Deployment Toolkit (or other similar deployment/imaging system) strongly preferred
End User Support – Ability to install, troubleshoot and repair laptop, desktop, and printer hardware in a manufacturing-based environment containing both legacy and modern IT systems
Experience deploying, maintaining and troubleshooting iOS devices
Experience with Dell desktops and laptops preferred

Local IT Support Associate Resume Examples & Samples

2-3 years of relevant working experience
Strong knowledge of computer hardware
Experience with desktop operating systems, including Windows 7/8/10 and MacOS
Experience in application support
Knowledge management experience (Wiki, community/collaboration portals etc.) - preferred
Creative thinking, willingness and ability to quickly learn new concepts and technologies
Self-motivated and driven team player with excellent communication skill
Excellent communication skills both in Hungarian and in English - both verbal and written
German language skills are advantage
Knowledge sharing for best practice
Process compliance
Customer Satisfaction (by means of SLA)
To be seen as a professional service provider by the end user community
Reduced User Downtime
Good engagement with ITSC for problem handling

IT Support Resume Examples & Samples

May perform one or more of the following
Manage objects in a Windows 2012 server Active Directory environment using Microsoft RSAT, System Center Configuration Manager (SCCM)
Provide on-site deskside support of Windows 7 workstations
Provide end-user support with Microsoft Office Suites, jail and records management systems, applications, and local and network printers
Install, configure, and deploy operating system and application software on servers and workstations
Operate data communication systems, including Local Area Networks (LANs) and/or Wide Area Networks (WANs)
Maintain, troubleshoot, diagnose, and repair computer hardware, software, peripherals, network systems, mobile devices, and other equipment
Backup and restore data files and folders
Communicate implementation activities
Desktop support for technical infrastructure
Ensure compliance of IT operations with government security policies and practices
Escalate complex technical problems to technical specialists as appropriate
Install, configure, maintain, and upgrade existing system software and operating systems
Install, distribute, operate, and maintain new hardware and software applications
Oversee workstation and server patch management
Analyze network capacity needs for switching, routing transmission, and signaling
Assure network systems are running according to normal processes
Deploy upgrades to existing networks
Determine network requirements for designing and developing hardware, software, and telecommunications solutions
Identify, diagnose, repair, and resolve problems affecting network performance
Observe and control status and performance of all network facility components
Support, troubleshoot, repair network issues and problems
Propose and implement system enhancements, including software and hardware updates, to improve system performance and reliability
Replace, configure, and deploy End of Life equipment
Resolve first level technical systems failures
Technical help desk function
Troubleshoot issues, connectivity, package deployment, and virus removal
Other duties, as assigned
Cisco Network Administration
Cisco Network Design and Management
Enterprise mobile devices: Android
Microsoft Windows Active Directory, Group Policy (2012) systems administration: account security, systems access, roles, and permissions, file and print
Microsoft Exchange Administration (2010)
Microsoft Office Product Suite (2010-2016)
Microsoft Systems Center: SCCM (Configuration Manager)
Microsoft Windows Administration
Microsoft Windows Client/Server application computing environment, including laptops and desktops
Microsoft Windows Server (2008, 2012), IIS (Internet Information Services), Web services
Sophos Anti-virus software
SQL Database queries
TCP/IP, DNS, DHCP
Virtualization: VMWare and Hyper-V
Communication: Strong influencing and two-way communication skills, including listening and information sharing. Strong interpersonal skills using tact, patience, and courtesy
Coordination: Coordinate and ensure quality and schedule adherence, verify compliance. Enforce policies and objectives of programs and activities
Customer Service: Strong customer service focus, positive attitude, and possess a sense of urgency. Exercise good judgment and sound decision-making
Problem Solving: Identify solutions for range of straightforward problems and use existing procedures to solve routine or standard problems
Task Oriented: Manage multiple assigned tasks, perform routine assignments, and develop competence by performing structured work. Work independently as well as part of a team to resolve issues and mitigate risks. Work within established procedures with moderate level of instruction, guidance, supervision, and direction from others
Technical Understanding and Technical Zeal
Willing and able to build knowledge of organization, processes, and end-users
Associates degree in Computer Science or equivalent experience in technical systems support
Minimum 2 years experience supporting Windows based desktops and servers
Project implementation experience helpful
Sit, stand, or walk for extended periods
Bend at the waist, kneel, or crouch
Work from heights to include rooftops, scaffolding, ladders
Move, handle, carry, and lift moderately heavy objects. (For example, move desks to troubleshoot computer issues, move computers with or without carts, and move other equipment and tools.)
Requires dexterity of hands and fingers to operate a computer keyboard

Senior Buyer IT Support Services Resume Examples & Samples

Individual contributor supporting the management of the U.S.hardware, telecom, professional services categories including: executing RFx process, new hardware acquisitions, contract negotiations,etc
Act as a project manager of sourcing events by facilitating the collaboration of cross functional teams with the goal of establishing a clear set of steps to achieve agreed strategic direction
Be a key interface with suppliers, including negotiation, interpretation and application of contractual agreements to ensure adherence to standards and best outcomes for National Grid
Identify and mitigate commercial risks, in order to ensure National Grid complies with global legislative requirements and identifies value adding opportunities to the supply relationships
Support the Procurement Manager and Director in the implementation of process improvement and standardization of best practices to drive cost savings and produce greater efficiency
Utilize established financial systems to track budgets and highlights variances in order to manage and control specific cost variables within category and sub-category negotiations
Develop and maintain highly effective relationships with key internal stakeholders and suppliers in order to share best practices while understanding and challenging business decisions as appropriate
Oversee supplier and contract relationship management within the category as directed by the Procurement Manager
Collate complex contractual information for project due diligence (contract review) activities
Translate contract terms and conditions to assess business risks, develop pricing strategy, and support contract compliance efforts
Work with internal legal teams to coordinate review of agreements
Negotiate and administer business aspects, terms and conditions, pricing, and risk management/mitigation of client contracts and subcontracts for business line/unit directly with supplier
Resolve commercial disputes; clear understanding of contractual terms and ability to execute agreements in accordance with the agreed terms
Minimum of five years of prior procurement experience as a Buyer/Sr. Buyer with familiarity with hardware, telecom and related professional services (including managing RFx process: contract negotiations and execution)
Proven market experience sourcing and/or managing IT hardware, telecom and related services vendors
Understands the importance and compliance of corporate policies and procedures and how to apply them effectively
Demonstrates the ability to interpret information and analyze relationships among several parts of a business issue or situation in order to clearly articulate the findings and anticipate obstacles and think ahead about next steps
Requires the ability to assess current state situations and subsequently challenge existing processes by leveraging best practices, business experience and industry trends
Understanding of infrastructure technologies and associated services to include but not limited to: Desktop/Laptop technologies; Telecoms, Cloud computing, etc
Effective contract management of suppliers, negotiation and presentation skills
Proficiency in stakeholder management and communications
Ability to gather and analyze data
Skilled at developing and managing relationships with cross functional teams
Ability to bring creative and innovative ideas to delivering procurement solutions
Knowledge of the Category Management /Strategic Sourcing process
Direct experience with and/or understanding of Telecom and IS Professional Services / Consultancy areas
Experience with SAP and Ariba is preferred
Strong software experience inclusive of the understanding of various software licensing constructs is preferred, but not required for this role. (i.e. Perpetual. SaaS, Hosted, Subscription, etc)
Familiarity with the Utilities industry is a plus

IS / IT Support & Development Expert Resume Examples & Samples

Helpdesk
First experience in an IT technical function
End user computing/network hardware staging and maintenance knowledge
Good English business knowledge is mandatory plus fluent in French and/or Dutch
Timely and geographical flexible (travel to Belgium, Luxemburg and to The Netherlands)
Service minded
Stress resistant and multi-tasks
Curious and willing to learn within a dynamic environment and team

IT Support & Administrative Assistant Resume Examples & Samples

In-person and telephone support/troubleshooting for day to day IT and facilities operations
Provide maintenance for, hardware, software and network systems such as Desktop and laptop PCs and Microsoft office
Data entry and data custodial responsibilities
Provide orientation to new users of existing technology
Train staff about potential uses of existing technology
Provide staff with IT related training and support (as required)
Maintain current and accurate inventory of technology hardware, software and resources
Maintain log of required repairs and maintenance
Connect and set up hardware; load software
Identify and prepare hardware for disposal when appropriate; ensure hardware is stripped and secured before disposal
Maintain office-related information on locally-hosted Intranet site
General office facilities coordination and administration including liaison with landlord
Act as the first point of contact for staff with facilities-related issues
Previous experience working in an IT related or similar role (considered an asset)
Understanding of Windows and Microsoft Office 2010/2013, with particular emphasis on Outlook
Working knowledge of the Internet and email
Working knowledge of printers and toner replacement
Familiarity with hardware, software and network systems (considered an asset)
Experience with CCH Accountant’s Suite software (considered an asset)
Comprehensive on-the-job training will be provided to the successful candidate.All applications are welcome, however, we will only contact candidates who are selected for interviews

Operations IT Support Resume Examples & Samples

0-2 years of experience in Production support for business critical applications
Software Language (one or more): Java, J2EE or C++
Proficient in Database (one or more): Oracle, DB2
Web/Tools related experience: Weblogic, WebSphere, XML
Ability to break down a problem or situation into its component parts, identifying alternative solutions to solve, clearly articulating the pros and cons of each, and making clear recommendations for the best alternative
Ability to collaborate and work within a large, global team and deliver specific business outcomes
Ability to communicate vision and ideas effectively to peers

Administrative Assistant / Wsbn IT Support Resume Examples & Samples

Ability to meet travel requirements associated with this position
Proficiency with FileMaker Pro
Demonstrated ability to create and maintain complex and unique databases of information
Ability to plan and organize personal work responsibilities according to priorities developed with immediate Supervisor
Ability to work with a high degree of integrity, sound professional judgment, and the ability to handle confidential and sensitive information
Ability to communicate effectively through verbal, written and visual channels using traditional methods and educational tools, as well as electronic technology (e.g., video, audio, computers, etc.)
Ability to relate effectively to co-workers, advisors, community and professional leaders
Associate's Degree or technical/vocational school degree in business, information technology, communications and/or marketing and 3 years of relevant experience

IT Support Resume Examples & Samples

Strong legal Cashier background
Knowledge of legal accounting roles
Desire to be leading support service offering 1st class advice
Willingness to learn new skills
Strong team player
Working knowledge of solicitors accounting rules (SAR)

IT Support Resume Examples & Samples

Provide technical oversight and coordination in key IT & Regulatory driven events, projects or programs, including IT implementation of requirements coming out of these programs
You will be responsible for appropriate engagement of key partners in the region and certain cases globally including set up of appropriate briefings on progress of the key regulatory programs and participation in local working groups
You will assist and engage with Coordinators or Leads in executing the overall Disaster Recovery and Business Continuity Management Program and ensure related policy/processes are compliant to regulations
Partner with IT & Business teams globally. Maintain accurate and up to date program communications
Identifying Project or event related risks and issues and define appropriate mitigation strategy and remediation plans
Understand the technical effort and application complexity or dependencies involved when planning and executing events or projects
You will have the opportunity to represent Credit Suisse and interact with external clients or agencies including exchanges where required
Knowledge and experience related to technology is a requirement
Project management skills
Excellent analytical, problem solving and presentation skills
Ability to interact with colleagues and senior partners across divisions
Knowledge in Windows desktops, SQL, ITIL will be a big plus
Sound knowledge of the Microsoft Office Suite and working experience in MS Power Point, Word and Excel at an advanced level
Excellent oral and written communication skills and customer service and relationship management skills
Solid time management skills and ability to handle deadlines
Ability to break down a problem or situation into its component parts, identifying alternative solutions to solve, clearly articulating the pros and cons of each, and making clear recommendations for the best alternative
Maintaining a professional approach at all times

Senior IT Support Consultant Resume Examples & Samples

A Bachelor’s degree in related field or an equivalent combination of education and related experience
Experience, (typically 3-5 years) supporting workstations running Windows XP/7 and MS Office 2010/2013
Experience in technology and/or business process analysis and solution design in a Technical Product Support or Customer Service Center
Outstanding communications skills, both verbal and written, with technical and non-technical staff
IT Management experience
Experience utilizing SCCM
Professional experience working with desktop hardware and software in a managed workstation environment
Experience in project planning and implementing
Experience in a healthcare or health industry environment

IT Support Professional Resume Examples & Samples

Certifications:N/A
Preferred Education:N/A
Preferred Work Experience:N/A
Preferred Certifications:N/A
Preferred Skills:The preferred candidate will possess experience with a wide range of technologies, including: Windows Server configuration and monitoring, Microsoft Active Directory and Group Policy, VDI virtual desktop infrastructure, and Automated Windows imaging and software deployments

IT Support / Data Center Support Analyst Resume Examples & Samples

Vendor management and partnership experience
Comfortable working across cultures
Background in data analysis and Managing and measuring work
ITIL experience, familiar with ITIL terms
Microsoft Office experience focusing on the data analysis
ServiceNow experience is a plus, or similar Help Desk ticketing software
This position may require overtime to support critical responses. All overtime must be approved in advance. Work must be performed on-site. Remote or Off-site work is not supported
Person must have technical experience as described a minimum of 2 years of business experience supporting two or more of the following: Active Directory (in a large environment), Backup experience (with Backup Exec, Avamar, or Networker), Citrix, Linux/Unix, Messaging (Exchange, Lync, Activesync, Faxing), Server knowledge (Windows 2008/12 Virtual machines, and file shares), Server Storage, HP OMI Tool

Manager, IT Support Resume Examples & Samples

Manage all areas of computer operations including operational monitoring, job scheduling, transmission control, incident management, problem management, operational environment configuration, automation and management of SLAs
Demonstrate the ability to coordinate cross-functional work teams toward task completion
Develop and implement plans consistent with business unit objectives and align with departmental objectives
Work with management at all levels to build relationships as well as gain commitment and resources from various departments and units
Administer quality and productivity standards and metrics, ensuring targets are met for all key processes and ensuring the processes are effective and efficient
Use knowledge of industry and clients to drive cost effective operational environments
Drive actions to ensure that client satisfaction survey feedback receives the proper assessment and follow-up
Identify and address gaps between employees' current capabilities and what is needed for alignment with strategic direction
Acquire and retain top talent for key positions
Ensure effective succession planning for key positions
7+ years of experience in an information systems environment
7+ years of IT operations experience
Advanced knowledge of ITIL and IT operational processes
Solid understanding of IT operational monitoring and automation systems
Operational experience with IBM mainframes, Windows and Linux systems
Effective collaborator and team player
Strong knowledge of Financial Accounting and the financial industry
Strong organizational and problem-solving skills and time management
Ability to communicate effectively with all levels of staff and management
Proficiency with MS office suite of applications

IT Support Consultant Resume Examples & Samples

Assist end users with configuring, installing and maintaining stand-alone and networked multi-user computer operating systems based on existing guidelines
Provide set up assistance and support for mobile and remote computing including personal mobile devices (smartphones, tablets, etc.)
Identify and troubleshoot hardware and software issues for Windows and Apple personal computers and laptops
Identify and troubleshoot issues on personal mobile devices (smartphones, tablets, etc.) connecting to University of Iowa services, such as email, wireless networking, etc
Research innovative ways to use information technology to improve office workflow and communication and make basic recommendations based on that research
Provide basic one-on-one training on hardware and software applications
Document user support activities (incidents and requests)
Create and update existing support process documentation
Professional support experience (typically 6 months - 1 year) using varied technology concepts relating to electronic file storage, desktop management, networked print services or other applicable technologies
Experience supporting Windows personal computers and laptops
Experience supporting printers, multi-function devices, etc
Experience supporting personal mobile computing devices (smartphones, tablets, etc.)
Demonstrated ability to identify and troubleshoot computer systems and network performance for operational problems and make recommendations for corrective actions
Demonstrated excellent written and oral communication skills
Physical ability to routinely move, carry and transport computer equipment up to 50 pounds
Excellent interpersonal, customer service and teamwork skills (including with technical peers)
Must have a valid U.S. driving license and be able to meet the University of Iowa’s Fleet Safety requirements (see: http://www.uiowa.edu/~our/opmanual/v/19.htm#195 )
Professional support experience (typically 1-3 years) using varied technology concepts relating to electronic file storage, desktop management, networked print services or other applicable technologies
Experience managing workstations using SCCM or other desktop management tools and strategies
Experience supporting Apple personal computers and laptops (Working)
Knowledge of and experience with Active Directory Users and Computers and Group Policy Management Console
(Desirable for PIC1, Required for PIC2): Experience managing workstations using SCCM or other desktop management tools and strategies
General knowledge of the services and technologies provided by ITS and the campus IT organization and environment

IT Support Associate Resume Examples & Samples

3 plus years of hands-on IT experience
Solid knowledge of both the Windows 7-10 and Mac OS 10.6-10.11 operating systems
Communication skills and a commitment to customer service are critical as the role aims to be responsive and enable our users to make efficient use of technologies
Bachelor's degree is preferred
Must be able to work collaboratively and have great communication skills
Able to learn new technology quickly
Able to approach tasks with a positive attitude
Able to lift equipment weighing up to 30 lbs
Significant experience supporting the following devices

Team Lead-it Support Resume Examples & Samples

Escalation and technical assistance to members of the Support Desk team
Complex troubleshooting and incident management
Ticket trending and process improvement
Coordination and point of contact for high priority issues or minor projects
On the job training and mentoring
Assist or direct other members of the Support Desk with their tickets or incidents
Troubleshoot and resolve tier II level incidents and/or requests
Coach/mentor other resources on troubleshooting technique and best practices
Monitor ticket/call volumes for deviations and trend identification
Contribute to the Knowledge Management system
Acts as a resource to all levels of the SD for identification, resolution and management of ITSM requests
Provides escalation and technical assistance to the Support Desk for troubleshooting and resolving user issues
Assist less experienced representatives in the re-assignment of tickets outside the Support Desk; leads the transfer/re-assignment determination for emerging issues or previously unknown assignment rules where applicable
Participates in the Knowledge Management process through the creation, review (technical or content) and use of materials
Identifies unusual ticket/request trends and may offer recommendations; provides feedback to call driver analysis and SD processes
May respond to and service inbound calls during peak volumes or outage situations as needed
Participates in call and ticket quality reviews/audits using defined guidelines and process; provides feedback to management and representatives
Works with the Training Specialist and Management team to incorporate feedback from quality audits and other ‘on-the-job’ learning experiences into the training program
Works with Training Specialist to developing and facilitate Support Desk training and knowledge transfer (FAQ’s, SOP’s, etc) on applications, systems and tools in use by the Support Desk
Collaborates with the Crisis Manager role to share information that will prepare the Support Desk to better receive and handle calls/tickets
Participates in team and special projects for process/continuous improvement efforts
Adheres to all Windstream and IT Department policies and procedures
Performs other duties and responsibilities as assigned
Working knowledge of supported applications, systems and tools used by
Bachelor’s degree or equivalent relevant work experience
At least 3 years’ experience in an Help or Support Desk role required
Experience in a multi-tied Service Desk preferred
Excellent working knowledge of PC software and hardware
Technical certifications and/or equivalent training preferred

100

Representative, / Ii-it Support Resume Examples & Samples

Resolve technical problems and answer questions received via telephone or ticket portal
Provide technical guidance and direction to users on inbound questions, issues, and/or concerns
Perform hardware diagnostics and coordinate repairs as needed
Research and troubleshoot end-user issues and provide documented solutions to those issues
Create, update, and resolve all issues within the trouble ticket tracking system(s)
Ensure a timely resolution and/or escalate non-resolvable issues to other teams as appropriate
Perform miscellaneous technical and administrative tasks in support of the LAN or PC environment
Experience supporting a ticketing system such as Remedy, Track-IT, Heat and other industrial support systems
College hours focused on IT Support, HDI or CompTIA A+ certifications are desirable but not required

101

IT Support Assistant Resume Examples & Samples

Assist the Library Operations Manager/Assistant Library Operations Manager with the day to day supervision and operation of the library
Take responsibility for the IT equipment in the library carrying out a range of tasks including
Being a primary source of guidance and advice to library customers for IT related queries
Supporting customers by troubleshooting common hardware and software faults
Reporting any software, hardware or systems problems which cannot be resolved immediately to the appropriate technical support staff
Taking responsibility for installing and maintaining IT equipment
Support the provision of an effective service for customers including issuing, returning, and requesting items. This could be via self-service or at the desk. This will include moving books and emptying book return bins and delegating these tasks where appropriate
Take responsibility for the order and tidiness of the library and its collections
Guide customers in the use of electronic resources, e.g. e-books, electronic journals and databases
Share knowledge and expertise with colleagues, e.g. training sessions
Support the use of mobile devices
Support customers via the online chat service
Participate in library service Working and Project Groups
Handle cash and card payments for a range of library activities
Assist with the operation of printing, photocopying and scanning equipment
Assist with the effective operation of soft binding and laminating equipment
Collect, collate and analyse data to inform decision making for library operations
Assist with the instruction of library users in the use of resources, including library orientation and Information Literacy programmes
Assist with collection management and development within the library
Take operational responsibility for specific administrative tasks
Ensure that the University Library Service Regulations and IT Regulations are observed
Participate in a continuing programme of training and development
Liaise with other parts of the library service, other departments and Academic Schools to fulfil service needs
Actively contribute to the provision of outstanding/excellent customer service in line with the University Library Service’s Customer Care Policy and Customer Service Excellence Award
NVQ 2 or GCSE Level A-C or equivalent, or equivalent relevant experience
Proven ability to communicate information, both orally and in writing, to a wide range of people
Proven ability to deal with customers face-to-face, over the telephone, online or via email promptly, calmly, effectively and courteously
Evidence of an ability to plan, prioritise and organise own work flexibly, working unsupervised to deadlines
Proven ability to deal with referred requests, solve problems using initiative and know when to refer more complex queries
Evidence of working effectively as part of a team, providing guidance and support to other members where necessary
Evidence of working effectively in a library service or customer service role
Demonstrable experience of using IT applications such as Microsoft Office, email and the Internet
Demonstrable commitment to Continuing Professional Development (CPD), with a willingness to participate in training activities, including IT
Successful completion of the European Computer Driving Licence (ECDL) or equivalent IT qualification
Evidence of a flexible approach to a continually developing role
Knowledge of electronic resources e.g. e-books, electronic journals and databases
Knowledge of mobile technologies
Ability to communicate through the medium of Welsh

102

Workday IT Support Developer Resume Examples & Samples

Implement and support integrations, reporting, and configuration changes
Work with end-users to develop new requirements
Manage the semi-annual WorkDay upgrade process
Create innovative WorkDay solutions
Promote and champion WorkDay to the Point72 community
3 – 5 years’ experience configuring and implementing WorkDay Financials, HR, or Payroll
Ability to work in a fast-paced financial services environment
Ability to handle confidential material in a professional manner
Ability to prioritize and multi task multiple responsibilities
Must show initiative, be innovative and a team player
Detail-oriented individual who demonstrates a high level of accuracy

103

IT Support Associate Resume Examples & Samples

Assemble PC desktops, install operating systems and other required software, and deploy devices. Assign security accounts. May also image and reformat hard drives
Install local and network printers with correct drivers and configurations. Configure mobile devices and other peripherals
Manage passwords in secure repository and adhere to university-wide security policies, educating users as needed on data security. Vet potential systems for compliance with security guidelines
Perform desktop support for Windows and Mac devices. Analyze and troubleshoot desktop system issues (hardware, OS, software, network, etc.) in a timely manner, researching unknown issues efficiently
Setup and configure email accounts as well as network and VPN access
Administer the CES website, including: setting up and managing user accounts; create and edit webpages using WYSIWYG editor; maintain internal tools for event and web content management systems on a Craft CMS-based platform; troubleshoot performance or other issues
Identify and research new technological solutions to meet the Center’s evolving administrative and programmatic needs, e.g., tailored application systems, detailed response forms, etc
Complete data entry projects such as updating the CES directory, calendar, and mailing list roster, ensuring high level of data integrity, uniformity, and aesthetic in plain text, spreadsheets and relational databases
Provide Audiovisual/media support for a variety of classes and other events. Set up equipment in seminar and conference rooms for amplification, projection, video and audio recording, and livestreaming via Facebook. Perform A/V support including sound mixing, presentation setup, and live-event troubleshooting
Train staff and faculty on use of software and services, including Microsoft Office, Box, and our Craft CMS-based website. Perform basic computer repairs and hardware upgrades including memory, hard drive, and battery installation
Perform routine data backup, archival, and restoration using Windows and Mac bundled software, as well as third-party utilities such as TestDisk and 7-zip
Take regular inventory of devices, peripherals, wires, and DVDs
Act as liaison with several constituencies external to the Center including: Harvard Information Technology (HUIT) for issues outside of CES IT’s purview; outside vendors for repairs, maintenance, replacement, and other services such as videography
Identify and remove potential malware
Terminate and install patch cable
Maintain thorough documentation of procedures and technical implementations
3+ years of experience in an IT support role. A combination of work experience, education and certifications may count towards experience

104

IT Support Supervisor Resume Examples & Samples

Manage and provide support for local area network (LAN)
Support, isolate, and resolve Wide area networks (WAN) issues
Liaison to SAP team and Corporate IT functional leads to facilitate resolution of local departmental issues and goals
Represent Local IT issues/concerns at regional IT meetings and customer meetings (LDT)
Install network hardware, troubleshoot and monitor Network and server performance
Maintain and Implement corporate IT policies, standards, and Procedures throughout plant
Determine strategic directions for company information needs, and implement solutions to meet company long-term business plan within the Corporate Magna IT framework, policies, and standards
Administer and document information security, providing appropriate access for individuals to necessary information
Administer, support, and maintain SQL databases
Maintain and support software / applications
Provide “on call” support to entire facility
Lead IT compliance and review of Information technology Audits – SOX, Magna, CTPAT
Provide a Business continuance / Disaster Recovery plan from the Technology perspective; assist other management in thinking through and creating a complete Business continuance plan
Act as 2nd level support for IT Staff
Approve all information technology related projects and purchases including shop floor network integration
Perform other essential duties as assigned by management
Minimum 5 year experience with LAN environment as a systems or network engineer/administrator
Minimum 5 year experience with Desktop operating systems installation, Configuration
Strong background in operation systems, networking technologies, office information systems, relational database architectures, internet and intranet development
Experience providing IT support within a Manufacturing environment
Experience with maintenance and support of Digital Phone Systems
Knowledge of Data Communication protocols, i.e. TCP/IP
Demonstrated strong analytical problem solving skills
Strong written/verbal skills
Proven ability to work with minimum direct supervision and meet/exceed objectives
Broad knowledge base of various operating systems, hardware, applications and Wide Area Network (WAN)

105

Supervisor, Facilities & IT Support Services Resume Examples & Samples

Supervise day to day activities of administrative staff
Supervise facility needs such as general building maintenance, key distribution, employee and visitor parking, kitchen supplies and maintain overall satisfactory appearance of office space
Responsible for ongoing space planning needs to ensure efficient use of space and that all staff have adequate work space and the proper equipment (i.e. computer, phone) to perform their job functions and be a key participant in the planning committee
Networking Systems and PC Troubleshooting and Software Installation
Oversee maintenance of all office equipment, including computers, printers, copiers, fax machines
Oversee ordering, distribution and inventory of stationery supplies
Supervise all IT Initiatives by coordinating with Corporate
Provide training and hands on customer support as required
Oversee mail processing, including incoming, outgoing, express mail, bulk mailings and metered mail
4+ years of Facility or Office Management
4+ years in an IT Support Role, including systems networking, deployment and troubleshooting
Advanced skill level in Microsoft Excel, Word, PowerPoint, Outlook, Visio and SharePoint
Strong Customer Service Skills Required
Supervisory or Lead experience preferred
Project Management training preferred

106

Manager of IT Support Resume Examples & Samples

Coordinate, supervise, and be accountable for daily activities of support and / or maintenance team as well as individual activities
Facilitate improvement programs and preventive maintenance initiatives related to IT Support
Drive resolution / workarounds in a timely manner, to minimize customer impact
Direct and oversee day-to-day operations to include delivering to SLAs and end-to-end quality targets
Proactively prevent issues by anticipating concerns and identifying broader implications
Ensure team is managing alerts, identifying trends to proactively ensure up-time of our applications
Identify process gaps and lead continuous improvement for application, process and training initiatives
Manage workload within the team including setting appropriate expectations on work capacity and leveraging all resources
Manage team resources and capabilities to meet varying complexities of customers’ requirements
Review metrics to identify areas for skill and process improvement, and communicate actions back to the team
Build processes and procedures to provide the best services possible to our stakeholders
Create and periodically update Support Process documentation
Partner with the UHCG Business Units to provide SME direction to Developer and QA teams
Develop plans to meet short-term objectives
Set priorities for, and coordinate task and performance goals across the team
Establish, develop and maintain effective relationships with applicable Business Units
Manage / coordinate communications among all applicable stakeholders (e.g., approval processes, governance committees)
Identify and coordinate internal resources across teams to address escalated client situations
Advocate for the lines of business (LOB) with internal audiences to ensure needs are being met
Manage customer expectations to ensure understanding of our capabilities and limitations
Create partnerships with Business Units to foster open lines of communication and drive identification of ongoing improvement opportunities
7+ years of Supervisory / Managerial experience
7+ years of IT project management experience
5+ years’ experience working with process improvement methodology
Experience with communicating effectively with internal customers, outside agencies, organizations, and vendors with a strong customer service orientation
Strong organizational, administrative, presentation and analytical skills
A broad, enterprise-wide view of the business and varying degrees of appreciation for strategy, processes and capabilities, enabling technologies, and governance
Ability to establish and maintain excellent relationships across a wide variety of internal and external roles, from technical contributors to senior management
Excellent customer service, management and communication skills
Ability to effectively manage crisis situations

107

Risk It-support Professional Resume Examples & Samples

Responding to user calls, emails and chats and resolving problems as per the guidelines given as and when required
Undertake Root Cause Analysis (RCA) to determine the origin of problems, for both application and batch issues, escalating to 3rd Level support resource within Application Development, when the situation requires
Monitoring of business critical batch processing controlled by Autosys. Notifying systems readiness for business for different business locations
Maintain documentation on all production issues, actions and resolutions in-line with RBS best practices, to ensure knowledge accessibility and continuous learning amongst team
Develop strong working relationships with the Level 3 support resource within Application Development teams, and infrastructure support teams to resolve production issues
Build up an extensive and practical understanding of Credit Risk applications.Understand how the applications are used by end-users across the business, and map this to a technical understanding of how the functionality works and data moves through the system
Participate in the support Rota to ensure adequate business support coverage during core hours. Provide additional cover out of hours for application deployment and disaster recovery tests
UNIX skills (shell/Perl scripts and general command line utilities)
Sybase/ Oracle/Sql Server PL SQL , stored procedures, debugging
Support for Microsoft Technologies or Java/C# applications
Knowledge of Coherence/Grid Computing will be an advantage
Production management tool i.e ServiceNow, HPC
Experience on Orchestation tool Autosys/Ctrl M

108

IT Support Center Manager Resume Examples & Samples

Proven evidence of leading an IT Service Desk Team
Proven ability in incident management
ITIL Foundation Qualified (V2 or V3)
Experience of using and managing a computerized incident management system
Proven communication skills including face to face, telephony and email
Proven ability to analyze and produce reports
Proven Customer Service skills
Proven ability to manage own and team’s workloads
Proven conflict and negotiation skills
ITIL Service Management Qualified (V2 or V3)
ICT Management qualification (SDI)

109

Shift IT Support Analyst Resume Examples & Samples

Help implement all IT policy's and procedures
Manage incoming ticket / walkup / email / phone requests
Work with and communicate any critical issues that arise with other support areas
Resolve all PC maintenance, and support issues in production and corporate environments
Work with production staff on hardware purchases and builds used in manufacturing process
Resolve all common IS service requests, including all network based services, Oracle, EBS and manufacturing systems, ect
Purchase Inventory / Computers
Direct the install of corporate standard software
Manage ADP/ AD / EBS user accounts and role access for production and corporate users
Manage Printer / Contracts / Software / PC inventory in Maximo
Give direction to Helpdesk Associates
Take direction from Senior IT support Analysts and IT Support Manager
Recommend software and PC standards
Image and setup new PCs
Administrate endpoint management server
Manage phone system add / moves and changes
Manage Office 365 Users
Administrate VPN access

110

IT Support Voip Technician Resume Examples & Samples

Provide support for all Information Technology VOIP products and services. Support may include answering questions, troubleshooting problems, configuring phones, adding/removing users from the call recording application, adding/removing users for phone tag services, setting up users with international dialing capabilities, teaching or instructing customers regarding VoIP phone functionality, and communicating policy. Additionally, it may involve the configuration setup for Automated Attendants and Hunt Groups as well as recording voice greetings
VoIP Phone Technician is able to determine the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with other full-time IT networking staff and the VoIP phone vendor when necessary. Must have experience in SIP ALG protocol as it relates to modems/routers in order to support our many remote users
Records required customer and problem information in the Phaseware Call Ticket System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job
Elevates complex and/or high priority problems to the appropriate support groups and/or manager for resolution
Assists in the creation or and/or making updates to user documentation and in documenting phone processes
Works on VoIP phone related projects as assigned by Manager
Provides backup to the VoIP phone manager and may be required to attend branch on-boarding meetings in the Manager’s absence
Responsible for tracking phone inventory and phone equipment ordering as well as tracking the number of available DIDs and licenses. Other functions which may need to be performed in the absence of the VOIP phone manager are duties such as acting as liaison between and the VOIP phone vendor; conducting bi-weekly project meetings with the phone vendor, managing projects such as new branch configurations and setups and the coordination of scheduling vendor phone maintenance
Must be able to work in a fast paced environment with quick turnarounds on tickets and short deadline on projects
Must be able to be flexible with work hours and able to work overtime as needed to meet deadlines
Must be able to multi-task working multiple VoIP tickets and projects as assigned
Excellent interpersonal skills
Good work habits under pressure
Familiarity with a wide range of standard office automation products is a must

111

Analyst, IT Support Resume Examples & Samples

Provide friendly, customer-focused support centered on communication and follow through to confirm resolution of all support requests
Serve as main point of escalation for all support requests that the Tier 1 Support Desk team is unable to promptly resolve. Timely escalation of all unresolved support requests to Tier 3 Support Desk and/or NetOps team. Adherence to all troubleshooting guidelines and proper documentation of all troubleshooting steps must take place before escalation occurs
Prompt identification, analysis, and diagnosis of all support issues providing customers with frequent updates on the status of their support request including an ETA for a resolution as well as deploying a loaner machine to end users whose issue is preventing them from completing their job responsibilities
Ability to perform as project leader including creation of project task plans and monitoring of all tasks to ensure they are completed by their due date
Ensure that all incidents are recorded into PUMA’s ITSM tool
Proper tracking of all hardware and software assets within Casper and AMP asset management tools and in accordance with PUMA asset management best practices including monthly analysis of asset reports to confirm integrity of data
Manage and track all new hire and refresh builds to ensure all associated tasks are completed by start or delivery date
Procurement and purchase tracking for all IT related purchases
Ensure that all support requests received via chat, telephone, and email are properly entered into PUMA ITSM tool in accordance with documented SLA/OLA policies
Take part in the creation, implementation, and maintenance of all Support Desk best practices, protocols, and knowledge base articles
Assist with Polycom and Skype for Business video conference setup and maintain “how to” documentation for all video conference enabled conference rooms
Assist in new hire orientation, training, and follow up to ensure that all new PUMA employees have the hardware and software they need to complete their job responsibilities
Deliver, set up, and assist in the configuration of end-user PC desktop hardware, software, and peripherals adhering to all configuration checklists to ensure all necessary steps are taken when configuring hardware and installing software
Participation in off hours on-call rotation
3-5 years providing end-user ticket and phone support for current Windows and Macintosh desktop and application software or 3-5 years installing, upgrading, troubleshooting and repairing Windows and Macintosh computers in a network environment
College level degree in computer related technologies preferred or equivalent experience required
ACT certification a plus
Exceptional customer service and interpersonal skills with a focus on listening and questioning
Ability to effectively prioritize and execute tasks and projects in a ticketing system
Experience with Remote Access/Control Software
Computer imaging
Anti-Virus/Spyware Removal
Capable of working under stress, responding to, and resolving a broad range of customer requests
Ability to be organized, share knowledge and work independently as well as collaboratively
Able to work in a highly productive and changing environment
Mac OS, iOS and Apple computer and mobile device hardware
Windows 7 & 10 Professional
Dell Laptop/Desktop experience a plus
Basic Active Directory Administration
Adobe Creative Suite CC with an emphasis on Adobe Illustrator
BMC FootPrints experience
Numara Asset Management Platform
Symantec Endpoint and Sophos Antivirus
Connected PC backups by Autonomy a plus

112

Associate Analyst IT Support CTS Resume Examples & Samples

Provides support for all JetBlue hardware/applications including telephony and mobile devices
Provides excellent onsite and remote Customer Service for JetBlue Crewmembers
Coordinates resolution of incidents/requests from beginning to end with internal and external resources
Monitors and supports systems
Maintains and supports user access
Facilitates software package rollouts and maintenance
Collaborates with all Information Technology (IT) disciplines
Works to achieve first-touch resolution with all issues
Maintains documentation of requests per JetBlue standards
Maintains and updates knowledge base documentation with most relevant information
Coordinates response for major incidents and outages
Two (2) years’ experience in IT hardware and application support
Experience supporting latest operating systems
Experience implementing and supporting applications
Available for overnight travel Up to 50%
In possession of valid travel documents with the ability to travel in and out of the United States
Experience using desktop deployment packages
Certifications (Microsoft, Networking, programming languages)
One (1) year experience in a call center environment
Knowledge of Microsoft desktop and server products
Knowledge of Exchange and Office Suite
Knowledge of LAN environment using TCP/IP, DHCP, DNS
Knowledge of telephony, messaging and infrastructure (VOIP and POTS)
Knowledge of mobile devices
Potential need to work flexible hours and be available to respond on short-notice
Well-groomed and able to maintain a professional appearance

113

Analyst IT Support CTS Resume Examples & Samples

Provides support for all JetBlue hardware/applications including telephony and mobile devices
Provides excellent onsite and remote Customer Service for JetBlue Crewmembers
Serves as escalation point and provides Tier 2 and 3 support
Acts as a source of guidance, feedback, and technical expertise for other members of the CTS Support teams
Coordinates resolution of incidents/requests from beginning to end with internal and external resources
Monitors, maintains and supports systems and user access
Facilitates software package rollouts and maintenance
Collaborates with all Information Technology (IT) disciplines
Works to achieve first-touch resolution with all issues
Collaborates with non-IT teams on projects including Moves/Adds/Changes
Maintains documentation of requests per JetBlue standards
Creates, maintains and updates knowledge base documentation with most relevant information
Coordinates response for major incidents and outages
High School Diploma or General Education Diploma (GED)
Three (3) years’ experience in IT hardware and application support
Experience supporting latest operating systems
Experience implementing and supporting applications
Experience using desktop deployment packages
Certifications (Microsoft, Networking, programming languages)
One (1) years’ experience in a call center environment
Knowledge of Microsoft desktop and server products
Knowledge of Exchange and Office Suite
Knowledge of LAN environment using TCP/IP, DHCP, DNS
Knowledge of telephony, messaging and infrastructure (VOIP and POTS)
Knowledge of mobile devices
Available for occasional overnight travel l (40%)
Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun

114

IT Support Coordinator P/T Resume Examples & Samples

Offer assistance in troubleshooting and repairing day-to-day office equipment issues
Support the functional areas of the business in the proper use of our internally developed applications by developing and conducting appropriate training and supporting day-to-day work
Coordinate and set up the networking/telecom cable work as well as various Brink’s hardware, specify devices based on analyzing end user requests, and select the device that fits the needs of the internal customer
Implement the Brink’s Online System at various customer locations and support all internal departments with their customer related software and hardware needs
Answer all requests for technical assistance and process the requests to appropriate parties, if needed, with continuous follow up
Conduct company-wide inventory collection and maintenance
Provide assistance to other IT support members when they require help addressing issues in other local Brink’s branches
Able to work varied hours including weekends if necessary
Address user network issues and help users resolve their respective problems
Minimum of one (1) years experience with relational databases (such as Access, MS SQL or Sybase) and systems maintenance
Minimum of one (1) year of demonstrated internal customer service experience
Must be twenty–one (21) years of age
Associate’s Degree in one of the following: Management Information Systems, Computer Science, Math or Engineering
Experience managing internal front line IT trouble calls and implementation of new software/hardware and telecommunications equipment
Excellent business acumen and/or knowledge of industry terminology and knowledge of meeting planning processes
Demonstrated ability to self-start as well as work as part of a team
Excellent organizational, consultative, analytical and problem solving skills
Excellent human relations skills including persuasion and developing rapport

115

Analyst, IT Support Resume Examples & Samples

Imaging / Reimaging of Laptops for deployment - Microsoft System Center
Develop skills to become progressively proficient within areas of responsibility
Associate degree or equivalent work experience
1+ year of technical help desk support experience
Exchange 2010 Server Management Skills
Knowledge of Microsoft Domain Concepts
Problem solving and troubleshooting skills
Requirement gathering and analysis skills
Familiarity with IP telephony and mobile device support

116

Manager / Analyst IT Support Services Resume Examples & Samples

Manage ticketing system to include tracking, escalation, follow up and closure
Assist Sr. Manager on the administration, security, installation, configuration, and troubleshooting of all site hardware and software
Support of site end user, infrastructure, back office, telephone and guest environments
Troubleshooting end user, software and hardware systems
Vendor: communication, escalation and liaison
Assist with annual IT audit compliance
Work with Sr. Manager and site departments to complete system implementation, upgrades and enhancements
Elevate issues as appropriate to Sr. IT Manager after due diligence and review
Provide on call 24x7 error resolution for site hardware and systems
Provide recommendations for budgets and long term planning of resources as directed by the Sr. IT Manager
Certification in MCP, A+, Security+, or systems currently used at property preferred
Associate of Arts Degree in Information Technology or equivalent levels of certification and/or demonstrated on-the-job skills required
Experience with Microsoft software required
Experience in a networked computer environment
Knowledge of wireless (Wi-Fi) systems
Help Desk management experience required
Must be able to work flexible days/hours –on-call duty is required
Must be able to lift 20 pounds or more

117

IT Support Consultant Resume Examples & Samples

Bachelor’s degree in Computer Science, MIS, IT-related field or equivalent combination of education and experience
Experience (typically 1-3 years) must include supporting workstations running Windows XP/7
Experience (typically 1-3 years) must include supporting workstations running MS Office 2010
Experience in a Technical Product Support Center, Customer Service Center, or Call Center
Ability to move and install personal computer equipment
Experience providing technical support on nonstandard hours
Experience with wireless networking, wireless security, peripheral hardware (USB & serial), computer networking, end-user support and training

118

Level IT Support Agent Resume Examples & Samples

Strong verbal and written communication skills
A proactive work approach
Ability to work under pressure, multitask and prioritize
Excellent problem solving skills
Knowledge of Microsoft based Operating Systems (with emphasis on Win7/Win10)
Knowledge of Microsoft Office (with emphasis on Office 2007/2010)
General understanding and technical skills in the areas of networks and hardware
English language skills in both verbal and written
German language skills in both verbal and written
Service Management Know-How (e.g. ITIL)
Knowledge on Active Directory user administration
Knowledge of Microsoft Windows server operating systems

119

IT Support Consultant Resume Examples & Samples

Exceptional customer service and interpersonal skills
The ability to complete work thoroughly, accurately and in a timely manner with a limited amount of supervision
Minimum of one year recent experience with coordinating, and to a limited degree performing, installation, configuration, troubleshooting and maintenance of hardware, operating systems and software
Recent experience providing technical training and guidance to employees, co-workers and students (including task delegation)
Recent (within the last one year) experience supporting users of information technology systems in a research or clinical healthcare setting is highly desired
Recent (within the last one year) experience with Dreamweaver and Drupal or similar content management systems
Knowledge of networking, software programming, and security concepts
Ability to work and gain relevant additional knowledge and skills in a self-directed manner
Knowledge of Linux operating system

120

IT Support Center Analyst Resume Examples & Samples

Oversee monitoring of inbound call ACD (Cisco IPCC) and manage escalation of events impacting end users
Hands on knowledge of POS hardware, RF, and Networking concepts
Flexible to alternate shift hours in order to support staff vacation or sick day coverage requirements
Periodically Monitor infrastructure applications (Store gazer ,Spectrum, Avalanche)
Periodically Monitor analysts and provide feedback on their performance
Review documentation of incidents using incident management software (Remedy)
Manage shift staff in the monitoring of Inbound ACD call volume using system management tools (IPCC) while maintaining awareness of the team to inbound calls, call abandonment and calls waiting
Oversee the timely and accurate documentation and escalation of incidents according to established procedures
Contact and coordinate vendors in the provision of timely service and repair of POS Controllers & Registers (Toshiba), Printers (Harland), RF Equipment (Zebra)
Handle team escalations, fielding issues from Analyst that require assistance and direction. De-escalate difficult issues from the field and work to resolve the issues with the business and IT support resources in a timely manner
Ensure staff adheres to and follows all established company and department policies and procedures
Must have hands-on technical experience and expertise in a high volume ; 24x7 Retail or Technical Network or PC Equipment Support Center environment
Must have technical capability to identify, analyze and escalate production issues
Must have experience in collaborating with team members towards delivering industry best practice methodologies
Must be able to identify, isolate, escalate and articulate events, which impact production environments
Must be able to articulate production issue outage details and lead an escalation event with little to know direction outside of established procedures
Must be able to stay on top of issue status updates to both the business and executive management groups in a timely and consistent manner
BS degree in Computer Science, or commensurate experience

121

IT Support Desk Supervisor Resume Examples & Samples

Monitors I.S. User Support team unassigned queue and assign tasks to team members, ensuring a balanced workload across the team
Provides leadership and technical guidance to the other I.S. User Support team members on support functions. Maintains Support Assignment matrix and works with escalation teams to ensure accuracy
Collaborates with other IS teams regarding changes to production that will impact the I.S. User Support team. These include, but are not limited to, system changes, new functionality, new systems, changes in procedure, and changes in supported standards)
Advises I.S. User Support team on daily tasks, projects, and coverage schedule
Provides mentoring, complete yearly reviews for staff, ongoing coaching and administrative tasks for direct reports
Attends and contributes to weekly team meetings to review outstanding issues, support trends, and upcoming projects
Microsoft Outlook 2003 or later
Microsoft Office 20003 or later
Microsoft 2000, XP, Vista, & or later operating systems
IP based local and wide area networks
Basic desktop, laptop, and printer hardware maintenance and troubleshooting Technical skills preferred
Microsoft Terminal Services
Avaya telephony products
Microsoft Dynamics SL
Portable data terminals (Intermec &/or Motorola)
Blackberry usage and support
Stericycle Enterprise Software Suite

122

IT Support Associate With Danish Resume Examples & Samples

Fluent in Danish and English (B2 or C1 for both)
Student or young graduate
Customer service orientated, self-motivated, reliable, proactive

123

IT Support & Field Service Technician Resume Examples & Samples

Install and maintain point-of-sale (POS) hardware and software
Install and maintain network hardware and software
Install and maintain audio visual components
Install and maintain telephone components
Install and maintain desktop computers
Install and maintain camera systems
Provide end-user support by monitoring and responding to Help Desk tickets or as assigned by supervisor
Evaluate and modify desktop and Windows-based server system performance
Ensures security-based policies are enforced throughout the company’s infrastructure
Administer PCI DSS 3.1 Compliance Reporting & Logging
Perform or assist with inventory of IT assets
Develops and maintains systems documentation and Knowledge Base entries
Write instruction guides for common tasks to be user self-help guides
Firmware & Software Upgrades; developing, testing, evaluating, and installing enhancements
Telephony experience with Cisco and Shoretel
5+ years of experience as a POS (NCR Aloha preferred) and/or Systems Administrator in a multi-site environment
Bachelor’s Degree in Computer Science, Information Technology or related field
Experience installing low-voltage wiring and making repairs
Hands on experience working with and configuring multiple operating systems, including all versions of Windows and MAC OSX along with mobile platforms iOS and Android
Experience with desktop/server imaging and software deployment
Must be able to work on a team and inspire increased productivity from teammates
Must be able to think and adapt quickly to meet business needExperience in managing network equipment
Ability to accurately document and maintain pertinent information
Takes initiative to achieve value-added results within scope of responsibility
Familiarity with Enterprise technologies
Willing to work in a team-oriented, supportive environment
Ability to work 1 weekend per month in an emergency on-call rotation
Ability to work on ladders and rooftops to install camera system and TV systems
Ability to lift up to 40 lbs. when moving, installing various computer/ electronic devices and peripherals
Valid driving license and a good driving record with the ability to make own travel arrangements
POS System Experience, especially NCR Aloha, is a plus
NCR Back Office (MenuLink) experience is a plus
Hot Schedules experience is a plus
PCI Compliance Experience is a plus
System experience including OS installation, configuration, database administration, troubleshooting, software installation, performance monitoring and disaster recovery
Basic networking and Wi-Fi knowledge such as DHCP, DNS, subnets, VLAN
Can work with little supervision and use sound judgment to escalate issues
On-call experience working in a production environment prefer
Willing and able to travel up to 75% of the time

124

Analyst, IT Support Services Resume Examples & Samples

Image, configure and deploy PCs in an enterprise environment
Identify and repair Microsoft based desktop and laptop issues on-site and remote
Deploy and repair local and network printers
Install and configure software applications
Deploy and support handheld devices
Install and support VPN client software
1 - 3 years in a Help Desk or IS support position a plus

125

Manager IT Support Resume Examples & Samples

Works in close partnership with business stakeholders and technology teams to provide critical services to the shared services in D&A EDS
Establish a Platform Support Services function that institute ITIL & DevOps principles to build a market leading application support & operational capability that meets all operational service level requirements (Availability, MTTR, etc.…)
Consolidate the service dashboard for the platform to track currency mgmt., patch mgmt., incident/problem/change/release mgmt., capacity and availability with roadmap to future technology changes and program initiatives
Work closely with vendors to align with their roadmaps to maintain N-1 or 2 platform currency and N-2 patch management currency based on platform needs
Establish system administration processes to manage and maintain all database, code & configurations
Establish the Platform Support Services functional capability by creating a repeatable delivery process, establishing and managing re-usable services and ensuring "flawless" operations of services
Identify and develop / leverage key business performance measures / metrics for internal use and sharing as appropriate
Provide an end to end platform governance (application and infrastructure) including product roadmaps, peak season planning and execution and change management
Establish a strong communication framework with the line of business partners – conduct roadshows, share delivery standards for the shared service application
Work with appropriate D&A stakeholders to ensure smooth interface with Enterprise Services including application and infrastructure
Oversee the creation, delivery and maintenance of required documentation and deliverables for a shared services platform
Lead the BCM, DR, Back Up and Recovery Exercises for the platforms
Ensure you "protect" the environments, platforms and infrastructure from all security, cyber and poor coding threats
Accountable as the product owner for the platform with respect to application and infrastructure leadership, decision making and future direction
Provide Service Management to the platforms- cost recovery model, unit rate definitions, ongoing support costs, procurement and maintenance of software licenses
Provide Leadership through market trend analysis of the D&A shared service platforms and ability to align the D&A shared services to enable best in class services to the consumers
Independently lead business case preparations, financials and able to represent the shared services in Executive Steering Committee meetings
15+ years Platform Management experience
PMP Certification is an asset

126

Associate Analyst IT Support Resume Examples & Samples

Perform ongoing periodic reviews of the check-in application across all channels and join production outage bridges to assist in investigating reported issues
One (1) year of professional experience in production support
Must be legally eligible to work in the country in which the position is located
Knowledge of the Self-Service check-in application (web/kiosk/mobile check-in flow)
Knowledge of the airline industry
Identify safety concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR))

127

IT Support Associate Resume Examples & Samples

Manage weekly new hire account creation, equipment issuing & technology orientation
Cost efficiency for hardware, software licenses and shipping
Primary interface for the Corporate Technology Team providing a positive experience for WeWork Team Members through tailored IT solutions and the development and implementation of installation plans
Responsible for team member computer and account management provisioning and de-provisioning and inventory management of equipment
Communicate basic concepts to users of all computer literacy levels, in order to perform training, and generally support to all WeWork team members globally
Provide a memorable team member experience for technology services that surpasses any and all expectations
IT asset & inventory management to maintaining a global supply of technology hardware and software
Oversee the process of shipping/receiving hardware for return, exchange and/or repair
Responsible for training of new hires on service desk policies and procedures
Create & maintain documentation for existing and new process for provision and de-provisioning services
Support the Corporate Service Technicians by providing tier one ticket managing and maintenance by closing of tickets within ZenDesk ticketing system
2+ Years of IT support experience
Windows 7, 8, 10, Server 2012, Office 2010, 2016, Office 365
Experience with Zendesk, Centrify, Google for Business, Microsoft Active Directory
Familiarity with iOS/Android OS
Knowledge of Autodesk products, Adobe design suite, AutoCAD, Revit, 3D Studio Max, Rhino, VRAY and experience supporting designers in an architectural setting preferred
Familiarity with Rukus wireless technologies
Ability to manage multiple projects and meet multiple deadlines
Basic knowledge of mobile device management technologies
Previous experience with reporting and metrics preferred
Experience of basic troubleshooting AV equipment
Excellent communication and service delivery skills
Basic knowledge of VOIP, and enterprise cloud based phone systems
Experience in the installation, configuration, and administration of LANs, wireless network along with other basic networking principles

128

IT Support Systems Analyst Resume Examples & Samples

Write user requirements into technical specifications and ensure the technical compatibility and user satisfaction with the recommended solution
Track the relevant capacity metrics and provide detailed reports to support the correct operation of processes
Support, maintenance and improvement of information security control requirements and contractual obligations (NTT and ISO)
Ensure Processes, Templates and Framework are shared and adopted by all Stakeholders
Actively drive ITS/Business relationships
Troubleshooting and articulation
Ability to correctly diagnose problems
Project planning and change management
Business requirements, GAP and ROE analysis
Route cause and trend analysis
Flexible and adaptable to meet the team’s needs
User training and guidance
Establish strategic relationships with key business stakeholders, especially in Services, Sales and Group
Self-motivation and self-learning
Must be willing to put in extra hours, if necessary

129

Senior IT Support Tech Resume Examples & Samples

Must be able to learn and support new and fast-changing technologies
Remove - Good work habits under pressure
High energy level
Well-organized and able to work on multiple task under pressure
Must have a good command of the English language in order to provide effective phone, desk-side, and email support
Minimum of 3 years working experience with Polycom, Windows Server 2008/2012, Win10 and Microsoft Office 2013/2016
Working knowledge of remote connectivity software Cisco VPN and Global Protect VPN
Basic understanding of Network switches, routers and TCP/IP networking
Minimum of 3 years working experience with Microsoft Active Directory, administration, and Office 365
Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community
Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology
Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary
Elevates complex and/or high priority problems to the appropriate support groups for resolution
Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up
Works on HelpDesk related projects as assigned by supervisor
Administer all IT equipment – Desktop computing, printer/copier, switches, routers, and other general networking equipment (Netgear, CraddlePoint)
Coordinate with vendors on basic facility issues; cable runs, office moves
Perform pro-active maintenance on all computing equipment
Work closely with Team Lead and System Administrators
Have the ability to run short-term projects directed by IT Director
Knowledge in WDS and Bitlocker (Is preferred)

130

State IT Support Supervisor Resume Examples & Samples

Supervises non-exempt technicians and exempt professionals
Develops and maintains processes necessary for daily operations
Maintains and controls the performance of all activities related to State Installations and Break/Fix
Develops personnel skill requirements and provides training resources to relevant personnel
Ensures that proper records and other documentation are maintained
Communicates with contract representatives, providing important updates and responding to requests
Manages and directs staff resources to ensure contractual obligations are met
Completes all corporate requirements in accord with General Dynamics Information Technology corporate policy

131

Office IT Support Supervisor Resume Examples & Samples

Provide onsite IT support to APM Terminals Headquarters
Manage the relationship between key stakeholders within the building
Administrate and Maintain local servers and network
Provide VIP support to the executive board of APM Terminals
Purchase IT Hardware
Maintain the relationship with Vendors
Manage and direct local IT support
1-2 years’ experience in providing on-site IT Support
Experience with Microsoft software
Experienced with iOs and android
Microsoft Certified Professional or related certificates
ITIL foundation certified
Preferable but not mandatory experience with Cisco products such as Cisco routers, Cisco unified communications

132

Entry Level IT Support / Service Desk Resume Examples & Samples

Provide 1st line support primarily to high profile clients as part of Advanced 365’s Service Desk team
Ensure an exceptional level of customer service and satisfaction
Troubleshoot and resolve front line issues and queries
Effectively liaise with 2nd and 3rd line teams as well as 3rd parties to troubleshoot and resolve calls
Ensure timely resolution of requests in line with a published Service Level Agreement (SLA)
Escalation of requests/issues where necessary
Promote the Service Desk in providing a one-stop service support solution

133

IT Support Administrator Resume Examples & Samples

Provide Tier 2 support for the desktop environment
Project related support, including over-all project calendar development and management
Responsible for coordinating on-going operations and maintenance support tasks
Installation and configuration of all software running on standard workstations and responsibility of maintaining those complex systems
Proficient knowledge of MS O/S’s
Demonstrated troubleshooting skills
Proficient in utilizing PC support products Proficient in laptop VPN/dial-in troubleshooting
Call-tracking experience, (pref. Remedy Problem Management System)
Active Directory Experience a plus

134

IT Support Center Representative Resume Examples & Samples

Minimum of 1 year of experience in PC and software support or related technical training
Must have the ability to lift and carry 50lbs, as well as work in an environment that requires physical demands such as climbing ladders and running cabling underneath desks, etc
A+ and NW+ certification preferred
Enterprise internal support environment support experience preferred
Provides support to employees or customers regarding technical inquiries. Diagnoses to isolate the nature of the problem and resolves moderately complex to advanced support issues
Identifies, troubleshoots and resolves software, hardware, and network failures
Performs the installation, configuration, upgrades, repair and preventative maintenance of software, hardware and/or systems
Thoroughly documents cases to ensure continuity of information and adherence to customer service standards
Maintains awareness of current tools, methodologies and technologies associated to IT support

135

Engineering IT Support Intern Resume Examples & Samples

Evaluate systems for improvement opportunities
Use of a Trouble-ticket Tracking System in a professional environment (i.e Remedy)
Document system fixes/enhancement request
Test fixes/enhancements Communication, both written and oral with customers, inside teams and vendors
Understand Goodrich engineering release process
Knowledge of configuration management concepts
Knowledge Product Lifecycle Management concepts
Familiarity with use of AutoCAD, Catia V5, Patran, MathCAD in general

136

IT Support Resume Examples & Samples

Recording all interactions and communications and responding to user queries using Athena Ticketing system
Maintaining ownership of user problems until a mutually satisfactory resolution is obtained
Escalating issues appropriately to other team members or other teams
Recording the details of investigations and fixes on the system
Highlighting persistent problems
Participation in team meetings
Ability to write and speak English
Entrepreneurial spirit
Demonstrated experience in a similar role with web-based systems
Excellent communication skills – both verbal and written
Excellent organizational skills Knowledge of MS Office/Outlook Experience of Windows 7 & 10
Experience supporting a CRM system, especially Salesforce beneficial
Experience of ITIL in a support environment would be an asset

137

IT Support Center Representative Resume Examples & Samples

3 years of experience working in an IT Support Center, Help Desk, or other technical support role for hardware and Software
Ability to lift and carry 50 pounds to move equipment around as necessary
Provides support to employees or customers regarding technical inquiries. Diagnoses to isolate the nature of the problem and resolve complex support issues
Identifies, troubleshoots and resolves software, hardware and network failures
Acts as an escalation point or assist as needed for less experienced peers

138

SSC IT Support Technologist Resume Examples & Samples

Attend to IT incidents submitted via service ticket, phone and email
Proactive monitoring to prevent interruption to IT services
Restore IT systems and services based on troubleshooting guides
Ensure proper closure of all reported IT incidents
Compile IT support and system performance indices
Perform service requests based on standard procedures

139

It-support Center Coordinator Resume Examples & Samples

Ability to work independently and as part of a team - required
Strong Customer Service background - required
Communicate with diplomacy and tact - required
Effective interpersonal skills - required
Strong English oral and written communication skills - required
At least 1 year of computer related experience - preferred
In person interview - preferred

140

End User IT Support Consultant Resume Examples & Samples

Demonstrate high customer care at all times
Cater for New Starter assets and reclaim of leaver devices
Manage stock of IT consumables
Installation & support of PC hardware, Operating Systems, and applications
Support to advanced user level MS Office, MS Outlook, MS Project, MS Visio
Support both laptop & desktop PCs running Windows 7 and 10
Diagnose laptop & desktop PC hardware failures to component level
Provide support to the Verizon Business internal community at both 1st and 2nd line. This Includes telephone support as well as desk-side and walkup visits when requested
Contribute to a good and friendly working environment; working closely as a member of a strong support team
Liase and provide support when needed amongst all IT Operations teams, and channel information through appropriate team members and peers
Provide customer support through all levels; trouble shooting, documentation, closure and escalation where necessary
To take ownership of problems until a resolution has been found to the customer’s satisfaction
Based primarily at Country Site, the Desktop Support Engineer may on occaision be required to work at any of Verizon sites across EMEA

141

SEA IT Analyst / IT Support Resume Examples & Samples

Provides onsite or offsite 2nd level end user support for all escalated IT related issues on PC hardware and software, business applications and enterprise IT services as per technology standard and SLA. All unresolved issues as per SLA are reported back to the service desk to escalation to 3rd level technical support comprises of subject matter experts from respective IT functional teams or possible escalation to global IT or external IT service providers
Provides hardware & software services as a distribution channel for new or upgrade to current desktop, laptop and peripherals, client software and business applications as per technology standards. For high availability client hardware services, preventive maintenance and hot loaner services are provided
Provides account management services for user access to enterprise IT resources such as file and print, remote access services, directory services, Internet and Intranet, messaging services, knowledge bases, business applications and office automation applications. Generates monthly account management report and conducts quarterly audit for completeness
Provides asset management services for accuracy and completeness of IT hardware and software. This includes asset control and utilization, and maintenance of technology standards (hardware and software configuration, warranty and leasing period, pricing, etc). Generates monthly asset report and conduct quarterly audit for completeness
Provides continuous end user IT learning and development on use of technology to support business efficiencies and effectiveness via classroom training, manuals, electronic newsletters and knowledge bases

142

IT Support Executive Resume Examples & Samples

Provides and maintains the infrastructure behind all our systems globally and
Provides helpdesk support to all our staff (working on premise or remotely) as well as Passport support for all client users
Recording all interactions and communications and responding to user queries
Desktop Support
Providing first-line and second-line technical support for our PC/Laptop and network infrastructure through phone, email or working remotely
Application Support
For CRM & Sales Management systems such as Sales Force, EMMA, Passport, Passport Security, Online Meeting Software, Ticketing System
Diploma holder for IT or related computer studies
At least 3 years of experience in providing regional support. International support experience will be an added advantage
Basic knowledge of networking and troubleshooting server is required
Fluency in English to business level
Good communication skills in both verbal and writing

143

System Administration / IT Support Intern Resume Examples & Samples

Construction and connection of workstations
Set up email, install programs
Troubleshooting the network
Maintenance of our rendering, for example importing new plugins

144

IT Support Desk Technician Resume Examples & Samples

Experience providing 1st line IT technical support, advanced troubleshooting experience is advantageous
Troubleshooting experience and installation knowledge of Microsoft and Apple products and applications
Experience with email client configuration
Experience with mobile devices (phones, tablets)
Knowledge of Microsoft Office suite
Medium level experience of Active Directory and Windows Server usage, AD Domain’s, DNS service, DHCP service
Medium-advanced level Knowledge of TCP-IP, Remote desktop software, LAN, WAN, Internet explorer and/or Mozilla browser
Proven network connection related troubleshooting skills
Knowledge of PC and Laptop’s hardware
Medium level knowledge of standalone and network printers
Experience with any ticketing system
Outstanding communication skills (written and verbal)
Business Awareness which enables you to prioritize and make decisions in favor of the business
Experience with Google Suite is a plus

145

Second Line IT Support Resume Examples & Samples

Technical knowledge of IT infrastructure gained through experience
Experience of working in a Service Desk environment
Experience using the following; Active Directory, Office 365 , MS Office / Windows 8.1/ 10
A passion for Information Technology and learning new technologies

146

Rep, IT Support Help Desk Resume Examples & Samples

Responds to basic and routine trouble tickets and works with users to define and diagnose problems
Monitors tickets generated by the Enterprise Management System (EMS) for critical network problems. Performs first level troubleshooting to diagnose the issue and escalates to appropriate internal and/or external groups
Assists with basic end user support
Follows security procedures and guidelines; establishes user accounts and access rights
Proactively supports, communicates, and maintains effective relationships with users, management, and IT teams
Educates users regarding system operations and utilities
Utilizes relevant tools, databases, and systems
Participates in training programs, attends conferences, and generally develops technical knowledge and skill

147

IT Support Tech Resume Examples & Samples

Associate's Degree in Computer Science, CIS, or related
Bachelor's Degree in Computer Science, CIS, or related field
1+ years service desk experience
1+ years experience troubleshooting local networks in a business environment

148

Analyst, IT Support Desk Resume Examples & Samples

Superior telephone, e-mail and in-person etiquette
Able to work in a highly productive environment
Ability to speak in front of small groups
Footprints experience a plus
Symantec Endpoint Antivirus a plusIf you are a flexible, open-minded and dedicated individual, PUMA offers interesting opportunities not only in an exciting and challenging industry, but also an enjoyable and open working atmosphere

149

IT Support Developer Resume Examples & Samples

The jobholder will be involved in all aspects of systems support including, but not limited to -
Working with other IS staff, Super Users and end users to respond to and resolve operational and systems related issues
Working with IT staff to manage and monitor database and application servers
Installing and customising packaged solutions
Support key development staff with programming on both new and existing systems, including system and user testing
To provide second-level support for existing systems
Cases are passed via a Help Desk or another member of the IS Team. IS Support/Developers may also identify issues themselves
Resolution times and prioritisation are defined by Service Level Agreement (SLA)
The jobholder may participate in an out-of-hours on-call support rota, providing 24x7 support
Each case will be owned by an individual, who will be responsible for its resolution
If needed, to create and maintain a comprehensive and accurate set of technical and process related documentation
To adhere to a structured change control process
Where necessary liaise with internal & external stakeholders
Proactively identifying opportunities for system or process improvements that can help the business in achieving its budgetary and strategic objectives
Educated to Computer Science Degree level or equivalent
At least a year of experience in programming in Corporate or Business Environment
Excellent communication skills. Able to interact effectively with staff at all levels including senior management and within environments where different languages and cultures prevail
The ideal candidate will have a good knowledge of technologies, with the ability to pick up new skills quickly and as required
Technical Skills Required
.Net C# 4.0
SQL Server 2008
XSLT and XQuery
MS Azure – Optional
ASP .Net MVC Framework - Optional
The role may need participation in a 24x7 on-call support rota and will involve occasionally working unsociable hours

150

Operations IT Support Resume Examples & Samples

You will act as a the liaison between Cash Management operation users and IT on all support issues
You will have the opportunity to own and resolve all applications related Production issues
Provide timely and efficient, onsite and offsite, support for the various business functions
Actively seek to minimize potential application support problems through root cause analysis and monitoring
Provide technology solutions, which cater to the needs of the business
Design, develop, test and implement enhancements and bug fixes
Maintain effective communication with the client community to understand their problems and needs
Acquire knowledge on the various CS applications and document the same
Share the acquired knowledge and deliver training to the team members
6+ years of IT industry experience
3+ years of application support in Financial Sector IT
Has solid knowledge of the support environment, 5-6 years minimum
Experience in writing detailed support documentation
Experience in Unix and Windows environments
Experience in supporting Oracle/SQL Server/Sybase databases
Experience with Informatica/Business Objects
SQL, PL/SQL, Perl and Unix Shell scripting skills
Solid analytical, problem solving and communication skills
Experience with batch environments and data workflows
Experience with SDLC
ITIL concept/knowledge desired
Any programming experience beneficial

151

IT Support Associate Resume Examples & Samples

Answer, evaluate, and prioritize incoming ServiceNow support requests and in-person requests for assistance with hardware, software, Audio/Visual and other computer-related technologies
Provide tier 1 and 2 IT help desk support and onsite support to the organization
Answer inquiries and provide service for telecommunications equipment and systems, as necessary
Consult with stakeholders to collect information regarding computer related problems; lead stakeholders through diagnostic procedures to determine error/ problem
Research, resolve and follow-up on routine user problems; refer more complex problems to team leader/supervisor or technical staff or contact software and hardware vendors to request service regarding defective products
Analyze and evaluate incident reports; make recommendations to reduce help line incident rate
Install personal computers, software, and peripheral equipment; provide standardized desktop and laptop images on all site computers
Test software and hardware to evaluate ease of use and whether product will aid user in performing work
Adhere to process guidelines to ensure service consistency; deliver quality service within scheduled timeframes; update Help Desk tickets in system
Manage physical inventory of hardware
Maintain asset database on a regular basis and assist in audits of database as needed
Manage meeting/conference support for the conferencing equipment including video conferences, audio bridge conferences, Zoom, and combinations thereof, as needed
Provide additional technical Support to senior executives in other Association offices/locations, as needed
Assist management on quality assurance functions relating to service and technology
Identify and participate in projects and improvement initiatives
Write or revise user/technician training manuals and procedures
Assist with IT projects as scheduled
None
Familiarity with developments and trends related to the Association’s use of Information Technology; able to apply this knowledge appropriately to benefit and increase the efficiency of the Association’s operations, products and services with provided instruction
Demonstrates awareness of successful negotiation concepts and techniques; able to negotiate successfully across the organization and with external vendors in a constructive and collaborative manner
Demonstrates awareness of concepts and processes needed to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources, creating and managing project plans to achieve project objectives
Working experience with performing tasks and identifying efficiencies related to approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, application or operational) problems
Working experience in performing tasks and identifying efficiencies related to initiating and facilitating organizational change and transformation
Working experience in performing tasks and identifying efficiencies related to the practices, tools, and techniques for communicating with a customer and the organization's policies, standards and procedures guiding customer interactions; increases awareness and appreciation of individual and cultural differences
1 year IT service desk support experience
Experience working with in an SLA driven helpdesk environment
Experience with Microsoft, Windows, and Exchange Server
Bachelor’s Degree in Information Technology, Computer Science or related field meeting minimum requirements
N/a

152

Analyst IT Support Resume Examples & Samples

Bachelor degree at Information Technology System / Mathematics/Engineering
Minimum experience of 1-3 years in similar positions
Bilingual: English / Spanish. Proficient In Verbal and Written Communication
Knowledge of the following software: Operating Systems Advanced, Communication Infrastructure, Project Management, ERPs concepts (Mapics, SAP, Oracle, etc.)
Competencies: Builds Organizational Capability, Thinks and Acts Strategically, Gets Results

153

IT Support Desktop Engineer Resume Examples & Samples

Responding to incidents logged via our CIO IT Service Desk and self-help Technology Support channel
Appropriate diagnosis, tracking, documentation and resolution of incidents within a set SLA
Ownership and responsibility of assigned incidents
Proactive communication with customers throughout the lifecycle of the incident
Assisting with documentation and escalation
Proactive identification of support process improvements
Software and image repair, recovery and rebuild, data backup and restoration
Troubleshooting printing and file server access problems
To provide second and third line technical support for a number of software applications including Microsoft Windows, Microsoft Office and specialist Accenture software
Investigate root cause of incidents, document and communicate any identified fixes or workarounds to UKI LTS teams
Other support requirements as applicable
A keen interest in information technology
Familiarity with PC hardware and software, printers and data networks would be an advantage
A ‘can do’ attitude and aptitude for creativity
Good attention to detail, problem analysis and solving abilities
The ability to work on own initiative either independently or as part of a team
Familiarity with IT Infrastructure Library (ITIL v. 3) would be an advantage
Good Mathematical ability
Excellent English language and Communication skills (spoken and written)
Customer focused work experience would be an ideal but not essential
An IT related degree level education underway is essential
3 or more A levels A - C

154

Supp Svcs IT Support Svcs Consultant Resume Examples & Samples

Drive the WAS/SSO/SSL Platform and high available implementation (cluster and load balancing)
Have worked mostly on UNIX/Linux/AIX with minimum 3 years of in-depth experience
Experience in WSADMIN, Jython, UNIX shell scripting and installation of applications (EAR/WAR) files are expected to be a pre-requisite of the position

155

Desktop IT Support Resume Examples & Samples

Know and understand the operation and business of SRG Global
Support and maintain end user hardware and software
Work with management to develop and impelment a hardware refresh program
Interface with local vendors when necessary
Work with management to understand and adapt new technologies
BA/BS: Bachelor's degree in business or computer-related area or commensurate work experience in relevant areas
Hardware Knowledge: Desktops, Laptops, Laser Printers, Cisco VoIP
Software Knowledge: Microsoft Windows Server 2008 – 2014, Active Directory, Windows 7 - 10, Microsoft Office, Outlook, Lync
Strong interpersonal skills; Able to build working relationships with co-workers across the IT function. Able to speak and behave in a business manner with our plant end-users across all functional business areas, both local and remote

156

IT Support Consultant Resume Examples & Samples

Experience (typically 1-3 years) configuring, troubleshooting, and supporting workstations running Windows XP/7 and MS Office 2010
Working knowledge of A/V control programs, touch panels, and/or digital signal processors
Excellent oral and written communication skills in order to communicate effectively with a diverse population of technical and non-technical staff
Working knowledge of audio and video equipment such as video conferencing, wireless technology, computers, televisions, LCD projectors, cameras and telephones to include set up and troubleshooting
Experience with technical process documentation
Familiarity with Enterprise level A/V management software application in order to actively monitor all A/V components
Experience with wireless networking, wireless security, peripheral hardware (USB & serial), and/or computer networking
Demonstrated ability to work independently with a strong customer service focus
Working knowledge of CATV RF distribution and/or IPTV delivery
Familiarity with web based collaborative applications such as Skype/ Lync and/or Go To Meeting
Familiarity with AutoCAD and/or Visio for creation of Scope of Work

157

Manager Business IT Support Resume Examples & Samples

Bachelor’s Degree or equivalent (preferably in IT) required; Advanced degree preferred
7 - 10 years of related IT experience in a medium to large company, including experience in development and in creating Logistics-specific operations and EDI solutions
Strong Business Process Management skills and experience required
Must have experience in creating documents for standard operation procedure and training materials
Strong industry experience in the International Freight Forwarding domain is a significant plus

158

IT Support / Junior Administrator Resume Examples & Samples

PC images, application install, and delivery
Hardware setup and trouble shooting
Windows 7 and 10 Operating systems
MS Office support
Hardware installation and set up
End-user support experience (will be in direct contact with users)
PC image and deployment experience
Setting up wireless access points, set up new computers
Migrating servers to VMware experience a plus
Needs basic networking skills/ knowledge
Works with Windows 7/ Exchange Server onsite
must have excellent customer service and communication skills ***

159

IT Support Speciliast & NOC Engineer Resume Examples & Samples

Maintain a daily log of activity to help support the role requirements for the organization
Experience in delivering Desktop Service
Experience supporting desktop imaging software
Excellent communication skills and written communication skills
Structured approach to working and the ability to manage daily workload with little supervision
Own Transport Essential
Good network diagnostic skills
Basic Linux CLI skills
Basic Windows server skills
Extensive knowledge of supporting Windows 7, Microsoft Office (2010 & 2013) (Preferably MCP in Windows 7 and MOUS in Office)
Knowledge of supporting various models of Office Printers
Hardware, software and applications support
Proven Quality or Assessment skills

160

IT Support Desk-tier Resume Examples & Samples

Receiving, unboxing and racking of computer equipment
Deploying and retrieving PCs and accessories from customer's desks
Boxing, scanning and prepping of equipment for shipping
Replacing of PC peripherals (Mouse, Keyboard, etc.) The ideal candidate will have
Ability to lift and transport computer equipment
Proficiency in basic computer operations
Ability to work with resources at all levels of the organization
) Working knowledge of MS operating systems and applications
) Must have a strong technical aptitude with demonstrable success in researching, configuring and troubleshooting complex IT technologies
) Solid technical skills and knowledge with hands-on experience

161

IT Support Resume Examples & Samples

Consultative ITSM knowledge and experience with enterprise sized organizations
Service Desk operational knowledge
Desktop Support operational knowledge
Nice to have: Audio Visual operational knowledge
Executive level facing communication skills
Excellent oral and written communication skills, analysis and problem solving skills as well as excellent time management skills
Ability to design and deliver quality presentations to customers and stakeholders, including the management team
Excellent technical, leadership, organizational skills (written and verbal)
Problem solving capabilities, strong analytical skills, flexible and able to handle multiple initiatives concurrently
Strong ITSM tool experience - ServiceNow a big plus
In depth knowledge of industry standard methodology including the following
Relationship Management
Scope Management
Time Management
Cost Management
Risk Management
Communication Management
Quality Management
Human Resource Management
8 to 10+ years of Service Delivery leadership experience in a Service Desk and/or Desktop Support capacity
Need to live within commuting distance of the Pleasanton, CA area
Experience managing service operations within an ITIL based IT organization or similar structured environment
Experience in managing or working within a complex, large scale enterprise

162

IT Support Resume Examples & Samples

Responsible for proactive support and maintenance around POS systems
Provides technical support of the application, interfaces and any customizations
Monitors support issues, ensures resolution plans and reports progress to management
Provides excellent customer service during event support
Pro-actively maintains systems and executes preventative maintenance plans. Monitors system status and reacts to issues as they arise
Work with users to define and evaluate business needs, challenges and inefficiencies that may be resolved through automated solutions
Analyze, review and alter systems, programs, and applications to increase operating efficiency or to adapt to new requirements
Responsible for communicating any defects to vendors and application owners and for coordinating testing and implementation of fixes
Develops and executes test and quality assurance strategies and plans
Works closely with ASP’s to ensure service levels are being met and risk to the business is minimal
Ensures that proper version control is strictly adhered to and that operational risk is minimized accordingly
Communicates with site users regarding any system enhancements and or scheduled upgrades
Participate in technical and functional training classes as necessary or required
Installs, tests and tunes software and hardware related to database management systems. Schedules and performs upgrades to databases

163

Senior Lead Corporate IT Support Administrator Resume Examples & Samples

Provide concierge helpdesk support which includes, but not limited to, providing hands-on and remote troubleshooting, repair, maintenance, and upgrade of IT hardware and software (including personal printers, network printers, laptops, docking stations, cellular phones, iPads/Tablets, monitors, keyboards, etc.)
Coordinate and work with other teams to complete necessary tasks (Ex: Service Desk, infrastructure, vendors, users)
Provide video conference support as needed
Provide on and offsite meeting support including but not limited to prep, setup and strike for Inc. and CRH meetings
Research, order and deploy equipment
Work to determine the best hardware/software solutions based on needs and standards
Provide warranty repair as needed for all equipment
Coordination of international device coverage for Inc. travelers
Shoretel phone system setup, maintenance and support
Invoice management and approval
Provide timely status updates to key stakeholders, and IT Management
Maintains team queues by actively communicating with the customers and peers
Follows Standard Operating procedures and assist with maintenance of documentation
Support the continuous improvement culture through the identification of potential process/procedural improvements and/or participation on cross functional/regional teams
Complete new employee training and assigned onboarding & off-boarding compliance duties
Associates degree in Information Technology or equivalent, or 5-7 years working experience working in an IT support role required. Demonstrated successful management of others required
Knowledge of Windows 7, Office 2007/2010/2013/365 Suite, Printers, Mobile devices, VPN, and Networking. A+, ITIL and MCP preferred
Citrix and ShoreTel system experience preferred
Proven management of team members
Ability to adapt quickly to change and proven ability to drive for results
Ability to effectively work and communicate with people with a wide range of skills, experience, cultures and capabilities – executives, business leaders, finance leaders, peers, vendors, staff members
Strong communication and interpersonal skills to facilitate effective communication at all levels within a large organization
Able to utilize a computer for word processing, email communication, and preparation of documents and presentations
Ability to present ideas in concise, business-friendly and user-friendly language
Ability to self-manage time on a weekly basis
Sitting for extended periods of time
Ability to safely lift up to 50 pounds
Ability to be on call at a scheduled rotation
Ability to travel (overnight) as required based on business needs

164

IT Support Services Manager Resume Examples & Samples

Provide technical support to Cognosante employees and contractors both onsite as well as remote
Lead and manage a team of Support Analysts spread throughout multiple offices
Develop, mentor, formulate performance improvement plans as necessary for team members
Interview, select, train, and develop new staff
Evaluate employee work and productivity; monitor for process adherence and compliance
Support Executive Team (CEO, CFO, CXO)
Lead projects or initiatives on behalf of the Support Services team
Support Microsoft, business and third party applications
Create documentation for the Support Service Help Center, both internal and external facing
Participate in on call after-hours and weekend Manager support as needed
Monitor and review ticket metrics related to the team’s ability to triage tickets, handle incoming Service Desk calls, and chats
Maintain accurate and up to date notes in all tickets
Review open tickets daily and promptly following up on tickets
Ensure that initial response, ongoing communication and resolution times are within SLAs
Install, maintain and support IT gear
Support Windows operating systems of various versions including Windows 7, 8 and 10
Manage and support Office 365
Bachelor’s Degree in Computer Information Systems, Information Technology, related field or equivalent experience
Minimum 5 years of experience managing / leading a technical support team
Minimum 3 years of Executive level support experience
Minimum 7 years of experience providing technical support
Working knowledge of Office 365
Advanced Microsoft Active Directory and Office365 management and configuration skills in a Windows environment
Solid technical and troubleshooting skills
Solid knowledge/understanding of computer hardware, servers, and networking
Experience creating support documentation

165

Supp Svcs IT Support Svcs Analyst Resume Examples & Samples

Communicate effectively, both verbally and in writing, with colleagues throughout the corporation
Listen to customers’ concerns to exceed their expectations
Multi-task and prioritize to meet required schedules; exercise prudent time management in a fast-paced environment
Minimum 4+ years hands-on experience supporting end users
In-depth experience with desktop PCs, mobility, operating systems, and a variety of support services concepts, practices, and procedures
Experience with mobility and multimedia equipment
IOS, Android and Blackberry experience
Windows 7 and XP
Associate’s degree in Computer Science, Information Systems, Engineering, Business, or related field or equivalent job experience
MSDST, A+ certification or equivalent

166

Supervisor IT Support Resume Examples & Samples

Demonstrates and applies technical (not functional) knowledge of software development frameworks and business process configuration systems. Examples include (not limited to) java application servers, integration and information systems, ERP systems, business rules engines, business process management and .Net development frameworks
Leverages fluency in technical languages, operating systems, application programming interfaces and troubleshooting
Demonstrates knowledge of software development life cycle, modeling of business processes, application design patterns, business/functional documents. Estimates to high level business requirements and provide options analysis
Demonstrates basic knowledge of infrastructure subcomponents and interoperability including (but not limited to) SAN, network (application routing) and compute platforms
Demonstrates knowledge of system information dependencies and end to end application transaction competency
Maintains platform or system health and availability requirements including HADR testing
Resolves support issues involving production systems
Partners with Enterprise Architecture teams for product selection and product capability roadmaps and information governance processes
Monitors and manages proactive maintenance to application platform environments
Documents and manages SOPs for software and information platform systems
Interfaces with business solution teams and partners on operational platform events as well as solution design needs
Bachelor’s Degree in related field or equivalent work experience
4+ years’ experience in related field preferred
Experience in more than one Software and Information Platform technology domain preferred
Experience with ITIL
Experience with validated applications
Experience with regulatory and healthcare/pharmacy applications

167

IT Support Supervisor Resume Examples & Samples

Experience with adult education, secondary education, and/or training
Experience with course management systems, especially Canvas
Experience with web development
Experience with system testing
Exceptional interpersonal skills
High level of proficiency with the English language
Write speak English clearly
Ability to work effectively with a wide range of constituencies in a diverse community
Ability to work in an occasionally high-stress environment
Ability to anticipate, learn, and adapt to the rapidly changing requirements of academic technology
Maturity
Responsibility

168

Intern, Business Processes & IT Support Resume Examples & Samples

Administrative support - assisting the department with documentation, organizing visits/meetings/events, contributing towards Social Networking Site (Bosch Connect), and presentational support
Providing support with the development and coordination of Departmental Events
Providing support in creating presentations in PPT
Providing testing support for HR IT projects
Providing documentation support for HR IT projects
Create prototypes with the user department using IT tools
Currently pursuing or have completed a Bachelor’s degree in Business Administration or related discipline
Proficient with Microsoft Products (e.g. Excel, Word, Power Point, IE, Windows)
Demonstrate a high level of organization, especially with documentation
Willing to accept an internship that has the potential to last up to 1 year

169

Tax IT Support Lead Resume Examples & Samples

Maintains an understanding of the functional aspects of the application(s)
Embeds diversity in all activities
Identifies training gaps and works with peer network and demand organizations to develop training initiatives
Takes active role in the coaching and development of staff in organization; may serve as Relationship Leader
Utilizes and applies knowledge of implementation and technical support specific tools and processes
Identifies trends and escalates issues to the appropriate contacts; and,
Utilizes and applies skills in reporting and analysis with administrative, production and operational data
Manages Application Technical Support teams for large segments of business
Defines short- and long-term plans for Application Technical Support teams based on strategic priorities of business
Creates new thought leadership materials for Application Technical Support practices and processes
Manages budgets for area of responsibility of Application Technical Support of applications
Quality checks factors for Application Technical Support metrics for portfolio of applications
Achieves targets for quality and operational Key Performance Indicators on Balanced Scorecards
Establishes appropriate and consistent standards are followed
Utilizes and acts on customer satisfaction feedback
Utilizes and applies consistent application and delivery of Application Technical Support
Delivers value to customers and clients as measured by feedback from key stakeholders
Coaches on development plans, reviews development plans and self assessments within Firm guidelines and timelines; and,
Provides appropriate developmental guidance and disciplinary action for those staff who are not performing at the Fully Meets Expectations level

170

IT Support Administrator Resume Examples & Samples

2+ years of experience with providing customer–facing help desk support for Windows–based systems
Knowledge of the architecture and terminology used in enterprise–scale Microsoft Windows computing environments
Active Secret clearance
GSEC, Security +, SCNP, SSCP, CISA, GSE, SCNA, CISSP, or GCIH Certification
Experience with working or providing support in Army Enterprise networks a plus
Experience with using a ticketing system, including Remedy or Jira
Experience with supporting RedHat Linux administration and virtualization
Experience with supporting storage area networks and network attached storage devices
Microsoft Windows or MCSA Certification

171

Plant IT Support Controls Engineer Resume Examples & Samples

Minimum 3 years of IT experience
Minimum 1 year experience in providing level one support of large Ethernet networks including switches, computers, printers, servers, wireless devices, and knowledge of data highway networks
Microsoft Active Directory, Office Suite and Windows knowledge
Bachelor's degree in Engineering, Engineering Technology, Computer Science/Information Technology (IT) or degree in related field
Experience as a Controls Engineer, Programmer, or Technician
Understanding of PLC based automated machinery, data collection and process backup
Strong knowledge of control system networks, infrastructure and software (Rockwell, Siemens, Mitsubishi)
Experience in managing large, complex projects from beginning to end

172

IT Support Executive Resume Examples & Samples

Providing support and maintenance of our database and other related applications
Experience 3 years and above in a similar work environment
Needs to be able to communicate proficiently in Japanese and English (Read, write, speak)
Needs to be skilled with Troubleshooting skills on Desktop and Laptops
Basic knowledge of Servers, network and Telephony systems
Added experience on CRM (salesforce is appreciated)
Any Microsoft certification will be appreciated
Other certifications if available (CCNA, ITIL V3 Foundation and other technology)

173

IT Support Administrator Resume Examples & Samples

2+ years of IT support experience
Linux/Unix server support experience
Sound TCP/IP networking knowledge and skills
Virtualized environment experience
Backup administration
Excellent command of the English language
Ability to communicate both technically and non-technically
Good organizational skills and ability to perform multiple tasks, schedule priorities and meet deadlines
Windows desktop and server support experience
Exchange mail server support experience
Active Directory experience
Nagios or similar NMS experience
Mitel IP phone mso-fareast-language:EN-CA"> system experience
Diploma in Computer Technology or equivalent considered an asset

174

IT Support Professional Senior Resume Examples & Samples

Lead in understanding business needs of the unit supported to define new solutions and technology applications to serve them
Provide expert technical advice and/or leadership to technical teams
Diagnose and resolve highly complex technical problems with computer hardware, software and servers
Identify and implement server replacement or upgrades
Analyze and resolve highly complex workstation, application and server related problems
Deliver technical related presentations to other systems support personnel and unit administrators
Develop and recommend standard operating procedures
Perform other related duties as assigned
Education:Bachelor's degree or equivalent combination of education and experience
Work Experience:Four to six years job related experience
Certifications:N/A
Skills:This job requires expert knowledge of and skill in the installation and maintenance of information technology hardware and software, requiring an in-depth understanding of industry practices and campus policies and procedures. Included are skills in problem solving, decision making, technical/project leadership, customer service, system documentation and communications
Preferred Education: N/A
Preferred Work Experience: Windows administration including experience with Active Directory, Windows 2012 Server, and Windows 7 & 10
Preferred Certifications: N/A
Preferred Skills: Working knowledge of Microsoft Deployment Toolkit (MDT), System Center Configuration Manager (SCCM), and/or automated deployment and configuration tools; Familiarity with Mac and/or Linux

175

Infrastructure IT Support Resume Examples & Samples

Provide network design, implementation, and sustainment for the CSSP
Provide telecommunications design, implementation, and sustainment for CSSP
Support production and experimental use of the CSSP infrastructure
Support technology demonstrations for a variety of audiences ranging from SES/general Officer visitors to technical members of Federal agencies
5 years’ experience in network design, implementation, and sustainment in a Linux environment
5 years’ experience in telecommunications design, implementation, and sustainment
Experience conducting technical capability demonstrations
Cybersecurity experience
B.S. in Comp Science, Management Information Systems or equivalent education
Experience troubleshooting network devices with customers via phone & email
Active DoD security clearance required
DoD 8570 requirements/certifications for the position
Excellent presentation skills
Willingness to readily accept change and be flexible

176

Supervisor, IT Support Resume Examples & Samples

Delegates responsibilities. Assists with guiding, mentoring, developing, and training staff to ensure optimal work performance
Manages a group of individuals responsible for providing high levels of service
Assists with the establishment of team goals and manages departmental performance
Maintains a strong culture of customer service and responsiveness among all members of the IT Support staff
Researches new/emerging technologies. Performs critical analysis of the technology for possible implementation in existing environment. Makes recommendations to management on technical direction
Designs, tests, implements, and documents policies and procedures
Identifies and resolves complex issues

177

Manager, IT Support Resume Examples & Samples

Advanced knowledge of business, standards, infrastructure, architecture and technology from a design/support/ solutions perspective
Primary matter expertise in multiple areas, strength in consulting on all aspects of research, data analysis, design, hardware/software support, development, testing
Readiness to work independently in a senior and lead role on a diverse range of tasks and coach others effectively
Dedicated mindset for introducing standards and best practices that ensure data is accurate, complete, current, understandable, and accessible
Fresh, innovative thinking when it comes to building data management capabilities, leverage as a competitive advantage
Experience with IT process best practice such as ITIL V3, Six Sigma Lean, Cobit, etc
Experience managing Agile projects

178

IT Support Associate Resume Examples & Samples

Help desk: serve as initial resource person for first-level error detection and correction
Respond to messages sent to all helpdesks (NCSA, XSEDE, and Tech Services)
Overall helpdesk systems monitoring
Develop and maintain software tools as needed for NCSA operations support activities
Install, configure, test, and update computing hardware and software systems, coordinating with vendors as applicable. Document and report problems to vendors
Integrate computing hardware and software systems into the TMG operations center environment
Install, evaluate and maintain system-level software, including local modification of operating system software or system level software
Monitor use of system resources (e.g. processors, disk, memory) and adjust configurations and/or design and implement system enhancements to achieve optimal use of system resources and/or user performance
Under the direction of the senior staff/supervisor, analyze and resolve system problems, including functional as well as performance issues
Maintain documentation on system capabilities and equipment, both for internal group use and for operations staff. Work with documentation staff to provide material for production of user documentation. Train other staff and consultants on support of new capabilities and services
Write, document, and maintain system administration tools and scripts for internal use. Research and obtain system administration tools available outside of NCSA as appropriate

179

IT Support Administrator Resume Examples & Samples

Bachelors or Associates Degree in Information Systems OR equivalent experience with a minimum of five (5) years in Information Technology Support
Provide top notch customer service, primarily through the phone, but as needed at desk and side locations
Provide 1st and 2nd level (Help Desk) hardware support including but not limited to HP, Dell, and IBM/Lenovo systems
Provide 1st and 2nd level (Help Desk) software support including but not limited to Windows 7, Windows XP,Mac OS, Microsoft Office, Outlook, and Access
Support for Google Suite: Gmail, Google Docs, Calendar, etc
Provide 1st level Prism support
Software deployment using SCCM
Active directory administration
Ability to use IT internal system utilities
Producing call metrics stats via Crystal Reports reporting software
Basic understanding of LAN/WAN technologies
Understanding of VPN and remote connectivity

180

IT Support Representative Resume Examples & Samples

Level 1 user support including resetting pins and addressing user access issues. The selected candidate will be the primary contact for IT support
Collecting and documenting information and diagnostics for user trouble tickets, and resolving or escalating as appropriate
Addressing minor hardware issues, basic desktop troubleshooting, and providing break/fix instructions
Developing and/or improving custom databases and/or spreadsheets
Researching options and down-selecting options to resolve issues or make improvements via IT solutions
Microsoft Office Specialist (MOS) Certifications in Access, Exceland/or Outlook
Demonstrated ability to work on projects in a team environment as well as individually
Web development
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181

Executive Support Analyst / IT Support Resume Examples & Samples

Act as backup for supervisor as required
Add, move, and change computer equipment
Attend all ISD and/or Executive Support meetings, as required
Attend training, as assigned and notifies the Supervisor, Executive Support, of any training needs
Comply with UPMC, ISD, and ISD Technical Services Department Policies and Procedures
Coordinate with ISD staff and vendors to resolve support issues
Document requests status and resolution activities, as directed
Follow procedures for documentation of Executive Support services to designated executives at UPMC
Maintain a current and thorough knowledge of IT systems and acts as a resource of technical information for designated executives
Protect the integrity and confidentiality of all UPMC patient and staff data and information
Provide installation and configuration of personal computers and laptops, software, and related devices
Provide support services and follow all schedules for availability and/or on-call, as determined by the Supervisor, Executive Support
Provide timely Executive Support services to designated executives at UPMC, as determined by the Supervisor, Executive Support
Report back to the executive, regarding problem status until resolved

182

IT Support Helpdesk / Engineer Resume Examples & Samples

BS/BA or equivalent related work experience
Minimum of 5 years of equivalent IT support experience to include desktop and systems administration
One certification: Microsoft MCP, Microsoft MCDST, CompTIA A+ or CompTIA Network +
Basic TCP/IP network troubleshooting
Microsoft Office suite
Windows 7, 10, 2008, 2012
Various anti-virus and anti-malware software
Ethernet Network Cabling
VPN remote access configuration & troubleshooting
Network printer troubleshooting
Active Directory user management
Network Administration/Support
Technical User Support
Desktop support
Excellent troubleshooting and diagnostic skills
Ability to manage multiple activities simultaneously and independently

183

IT Support Site Manager Resume Examples & Samples

End User Support
Documentation and Inventory
Serves as a central point of contact for implementation, integration and completion of end user and management requests and escalation point for advanced end user support
Applies understanding of computer software and hardware to diagnose problems, determine appropriate course of action, provide complete follow-through to successful resolution
Provides integrated and project management support for all technology platforms
Maintains accurate documentation in the Help Desk system of all user requests, repairs and reported issues including cause, resolution and preventative action
Manage IT end user support requests from the staff, visitors and support staff to deliver all IT needs including the design, configuration, installation, and maintenance of local area network hardware, software, and other computing technology
Ensure support coverage is available to end users either on-site or on-call 24/7, coordinate additional resources during critical meetings at the site as required
Monitor onsite technology equipment performance to ensure corporate departments are receiving
Bachelor’s degree including course work in computer science and Microsoft certification or equivalent work experience required
Minimum 6 years of experience operating within a multiple technological environment, related experience may substitute for college course work
Minimum 4 years of previous IT/related management experience required, 5+ years of previous IT/related management experience preferred
Working knowledge of network and communications hardware/software and knowledge in creation of technical project plans
Excellent computer skills including desktop computing systems hardware, software
Microsoft Certified Professional (MCP), Cisco Certification, A+ Certification, or related certifications a plus
Ability to clearly and concisely communicate technical information to most levels of management and nontechnical users across functional lines
Ability to follow up in a timely manner to ensure customer satisfaction

184

IT Support Associate Resume Examples & Samples

Associate's degree required
Some relevant experience with operating systems, workstation, end user support and help desk network administration experience required
Strong problem-solving, reasoning, interpersonal and technical skills required

185

IT Support Consultant Resume Examples & Samples

Design, consult, implement, and/or manage client-related hardware/software solutions (e.g. graphics design/pre-press services, third party or unique software configurations, e-business systems administration, data/content/ repository management, etc.)
Actively assist Manager to resolve day-to-day technical issues and implement corrective actions. Establish working relationships with technical groups and external customer’s departments (e.g. IT) to provide 100% customer satisfaction
Work closely with the Analyst and Account Team to consult, design, implement, and support hardware/software solutions required by Client Operations Contracts Deploy Document Technology and Infrastructure Programs
Integration of tools and processes to support Managed Services initiatives and infrastructure programs. Mentor on-site Client Associates and transfer skills that will enable the Client Associates to perform standard, frequently occurring tasks related to product function, connectivity, and software
Manage the technical implementation and integration of low to mid-level complexity projects or works on complex projects under the guidance Subject Matter Expert Articulate and deliver technology and workflow training in a non-threatening, comfortable, and inviting manner
Develop and analyze data for purpose of various reporting to the client
Consult, design, implement, and support hardware/software solutions
Excel in the following software applications: MS Office Suite, MS Project, page layout/design, web browser, anti-virus
Detailed understanding of workflow products, ability to create specific client workflows, integration of workflow engines with client products/systems to provide automated services
Possess broad technical knowledge: production and office solutions, networking in both the centralized as well as distributed enterprise production environments, client applications, emerging technologies, etc
Ability to demonstrate a strong initiative to work successfully with different organizations and the various Third Party Partners Ability to demonstrate Cross-functional leadership with team participation
Ability to demonstrate Presentation, Communication, Negotiation and Interpersonal skills to establish working relationships with technical groups and external customer’s departments (e.g. IT)
Ability to demonstrate working technical knowledge of Office and /or Production products/systems Ability to demonstrate road systems knowledge; including operating systems, networks, software applications, and hardware connectivity Ability to demonstrate People Development and Training skills
Demonstrate ability to deploy Document Technology and Infrastructure Programs Integration of tools and processes
Demonstrate ability to perform basic PC operation skills , Window and web navigation Demonstrate ability to perform basic math skills (multiplication, division and percentages)
3 years computer systems/applications and project coordination experience Broad knowledge of graphics, design layout

186

IT Support Team Lead Resume Examples & Samples

Oversee and support all aspects of the regional IT Support Team
Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional appearance and demeanor at all times, while ensuring staff does the same
Direct, track, delegate, and review the regional IT Helpdesk tickets to ensure that they are resolved in a timely manner and within the Service Level Agreement (SLA)
Review individual IT Helpdesk tickets of team members to assure that problems are resolved accurately, on time, and the communication documented within tickets is complete and respectful
Provide coaching to correct IT Helpdesk ticket behavior that falls out of compliance, and communicate directly with customer to promote excellent customer service standards
Facilitate assistance from statewide teams or supervisor as needed to escalate an IT Helpdesk ticket when it falls outside the scope of the IT Support Team
Assist IT Support Team by participating in resolving IT Helpdesk tickets as needed
Under the direction of the IT Director, develop troubleshooting guides and guidelines for resolving problems that will benefit others
As assigned by the IT Director, oversee team assignments of operating system, software, and printer deployments, assist with software inventory needs as requested, all following the guidelines of the IT System Administrator
As assigned by the IT Director, oversee and perform network related tasks, assist with hardware inventory needs as requested, all following the guidelines of the IT Network Administrator
Manage, track, and provide status updates on IT Support related projects as assigned by the IT Director in a timely manner
Create regular equipment cleaning and maintenance schedules, ensure they are followed, and incorporate preventative measures to reduce downtime
Assist with performance evaluations of all subordinates under the direction of IT Director
Provide input regarding budget needs of department to IT Director
Seeks ways to improve operational efficiency, personal technical skills, and customer service skills of department
Share responsibility of physical and data security for lab equipment and software. Help identify network security vulnerabilities
Participate in one or more statewide teams as needed
Excellent customer service, organizational and leadership skills
Must have excellent written, oral, interpersonal, and communication skills and be able to provide service over the phone, through email or in person
Ability to lead, encourage, and influence others to perform
Ability to manage projects and objectives, meet deadlines, and track them continuously under minimal supervision
Understand the enterprise interrelation of IT components, wired and wireless networks, VoIP, Active Directory, LDAP, information security, familiarity with advanced desktop management tools, and advanced IT trouble-shooting skills. Ability to improve efficiency by automating tasks
Must be able to maintain professional relationships with peers, superiors, and subordinates
Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support
Ability to stay calm in stressful situations, especially when dealing with demanding customers and/or upper management
Ability to handle multiple competing priorities
Strong ability to create and maintain documentation
Must show initiative in all activities
Must be willing to seek and undertake additional training and/or earn industry standard certifications as needed
Must be physically capable of climbing ladders and lifting up to 30 pounds repeatedly
Must be willing to work nights and weekends as needed
Must be willing to travel as necessary
Experience in a higher education environment is highly desirable

187

Service Manager Executive IT Support Resume Examples & Samples

Recruit, supply training and maintain resources effectively to feed the Shell IT talent pipeline
Managing issues and escalations out of the Executive IT Support processes
Advising and coaching the team to get the most out of the individuals and help them understand correct priorities, Executive environment and business requirements. Perform regular individual assessments
Implementing process improvements, learnings and training within the team
Responsible for ensuring tickets are raised and followed up till closure by the team
The SM acts as the on-site point of escalation for any Executive or Critical User IT issue that requires multi supplier co-operation (e.g.: urgent PST restores, Remote Access, Mobile Secure Email problems etc.)
In this service, the SM is required to take a highly proactive view, excellent problem solving abilities and out of the box thinking when faced with a variety of IT challenges
Contributing to new service development by working with relevant representatives, Suppliers, concisely capturing Executive IT/business requirements
Be aware of all major operational problems in the relevant component services, provide advice and take accountability to contribute to root cause analysis
Responsible for the execution of the designed team training programs, the use of team scorecards for analysis
Reviews process changes, manages execution and ensures process compliance
Manages the local use of all Executive IT Support required tools and processes

188

IT Support Generalist Resume Examples & Samples

Create and execute plans to deliver the Operational Headquarters’ initiated projects
Assist with the installation, configuration, and ongoing usability of servers, PCs, notebooks and network equipment
Provide first level support to users, identify the root cause of incidents, events and problems and ensure the efficient and comprehensive resolution of incidents, events and requests
Manage security permissions within the system and within systems to which it is connected
Back-up and restore files to enable system restoration and minimal disruption in the event of a hardware, security or administration failure
Enforce and implement IT security policies and procedures and ensure adherence to these policies and procedures

189

Manager, IT Support Services Resume Examples & Samples

Recognizing inefficiency and driving process improvement to enhance the productivity of all Kronites
Coordinates, manages and delivers a variety of technical IT enterprise projects
Working with the infrastructure teams to plan for the support of new tools and services
Defining and tracking metrics and key performance indicators to raise the bar in team performance and customer service
Reducing contacts through process improvement and root cause analysis
Responding to inquiries, escalations, and establishing partnerships with key customers
Responsible for support of a Multi-site environment; including remote offices and remote employees
Future growth and responsibilities in expanding Global IT services and support
Interacts with IT vendors and external suppliers
Establishes operational objectives and work plans
Manages delivery of desktop/laptop upgrades for both hardware/software
Works with Director of IT Support to ensure that IT best practices (ITIL) are followed and adhered to
Responsible for complete documentation and implementation of policies and procedures
Responsible for software license tracking and IT assets management
Purchase of New Desktop and Laptop Computers for US; work with hiring managers and HR & Staffing to develop new hire on boarding process
Continuously improve processes for setup, tracking and delivery of all IT services and systems, ensuring an exceptional customer experience
Manage the day to day operations of Support team to ensure that all users are properly supported with minimal downtime
Provide the proper cross training of staff to ensure proper coverage
Maintain proper tracking of computers in the Oracle Fixed Assets module, ITAM and other databases
Coordinate local and remote office renovations and moves
Coordinate Service Desk/Desktop support personnel staffing for Corporate Events
Minimum 10 years of related IT experience
8+ years supervisory or management experience, with at least 3 years supporting multiple sites, managing enterprise client support teams, following industry best practices and ITIL processes
Experience managing a globally distributed team with dotted line reporting relationships
Excellent communication skills, professional presence with all levels of business to ensure a consistently high level of customer satisfaction
Strong knowledge of network infrastructure and architecture, LAN/WAN/TCPIP, AD, DNS, DHCP, GPO, VPN
Demonstrated IT hardware and software asset management experience, including enterprise licensing of perpetual and subscription licensing
Technical understanding of enterprise IT systems such as Exchange and Active Directory, as well as exposure to a wide variety of technical products and issues
Excellent technical knowledge of imaging solutions laptops and desktops
Experience with enterprise ITSM tools, ServiceNow preferred
Understanding of ticketing workflow, prioritization matrix, SLA enforcement & incident response
Proven track record of managing and delivering multiple technical IT projects simultaneously
In-depth knowledge of all current Microsoft and Apple platforms and services

190

IT Support Services Technician Resume Examples & Samples

Monitor phone lines and provide a courteous, professional response to the end-user requests
Receive and interpret end-user calls, identifying the problems
Determine possible troubleshooting solutions, courses of action, options and impacts
Effectively utilize system support tools to accomplish tasks
Keep users updated, in a timely fashion as to the status of their requests
Monitor requests, assign priorities, and where appropriate, escalate requests to higher levels of support

191

IT Support Analyst / Mccann Resume Examples & Samples

Responsible for all 1st and 2nd line support queries, problems and incidents, utilising all available support materials and expertise to try and successfully restore systems to full working order
Responsible for accurate in call logging providing details on resolution and lessons learnt
Responsible for resolving issues promptly and efficiently coupled with a sound technical trouble shooting capabilities
A strong emphasis is on 2nd line client-based support for business applications on PC, Mac and Smartphone
Ideally you will have related MAC or PC certifications (MCITP, ACTC). A cross-platform expertise is essential as they have a 50% Windows, 50% Mac environment and a large number of users. This is primarily a user / desktop support role but you will also become involved in additional projects
Ability to relay complex technical information to non-technical staff
Up to date with the latest technologies
Solid understanding of the importance of meeting tight deadlines
Core personal attributes should include being logical, outgoing, highly organised and service-orientated IT support professional
Teamwork: We work as a team and you should not be afraid to roll their sleeves up and tackle or assist with any client-based issue. You must be calm and self-assured and able to work with a team under the supervision of a team Leader
Knowledge and 2 years’ experience of Windows 7/8/10 and Mac OSX client
Experience in troubleshooting DTP applications including Microsoft Office, Adobe Creative Suite /CC/CC2014
Knowledge and experience of active directory tools (ADUC)

192

Team Lead, IT Support Resume Examples & Samples

Acts as the first point of contact for escalated technology issues to troubleshoot, identify root causes, and provide resolution to employees or internal customers
Communicates and interacts effectively with Senior Executives and their administrative assistants by providing a concierge level of service
Communicates deadlines to team members, and ensures all projects and tasks are completed on time
Communicates effectively and provides customer service at every touch point to internal stakeholders and senior management, recognizes what needs to be done to meet customer needs and demonstrates flexibility and responsiveness to meet those needs
Conducts team meetings as necessary to update other members on best practices and continuing expectations
Ensures the proper day-to-day operation of technology applications and equipment
Monitors the flow of day-to-day operations and reports concerns, issues and problems to management as required
Provides mentoring/ training to less experienced team members
Provides responses and a diverse range of information to team members less routine questions without supervision
Responds to, diagnoses and resolves problems and tickets that are assigned via the Service Desk or directly from the user community. Includes routine and progressively more non-routine problem recognition, research, isolation and resolution
Responsible for providing high quality and efficient customer service through the daily supervision of a team of System Support Analysts to include coaching, problem solving, workload management and oversight
Responsible for working within the System Support Team to help drive performance, efficiency and quality of work by providing guidance, instruction, direction and leadership
3 - 5+ Years of IT Support experience that directly aligns with the specific responsibilities for this position.(Required)

193

Senior IT Support Consultant Resume Examples & Samples

Bachelor’s degree in a related field or an equivalent combination of education and experience
Experience supporting workstations running Windows 7 and MS Office 2010
Experience supporting workstations running Windows 10 and MS Office 2016
Experience with enterprise mobile device management (MDM) tools for iOS/Android
Strong customer-service experience

194

Oracle IT Support Resume Examples & Samples

Bachelor’s Degree or 4 years additional experience
6 years minimum Oracle Application (E-Business suite) experience
Knowledge of Oracle e-Business suite financial and/or procurement applications

195

IT Support Services Associate Resume Examples & Samples

Responsible for the day-to-day operation of the information systems help desk
Evaluate and/or recommend purchases of computers, network hardware, peripheral equipment and software
Investigate user problems and identify their source, determine possible solutions, test and implement solutions
Maintain security updates on all applicable systems
Coordinate with vendors to achieve operational objectives
Manage multiple IT projects simultaneously
Install, configure and maintain personal computers, servers, networking equipment, etc
Implement network security solutions, maintain firewalls, manage host security, file permissions, tape backups, file system integrity, and account maintenance
Maintain accurate and up to date network documentation, deliver technical and instructive training to staff; other duties as assigned
Maintain regular and punctual attendance
Must maintain company quality and safety standards
At minimum an Undergraduate Degree in Computer Science, Management Information Systems, Business or related field and/or 2+ years industry experience
This position requires an ongoing commitment to upgrading knowledge, job skills and abilities in addition to competency related to all duties and responsibilities listed above
Trainability
Knowledge of computing and network hardware and peripheral equipment
Ability to communicate technical information to non-technical employees
Ability to install, configure and maintain personal computers, networks and related hardware and software
Ability to identify and resolve computer system malfunctions and operational problems
Ability to provide technical training to end users
Ability to learn and support new systems and applications
Capability to work as a team as well as individually
Must work and interact effectively and professionally with others
Experience in the following technologies is preferred: Microsoft Windows 2003/2008 Networking, Microsoft Windows 2000/XP/7, Microsoft SQL Server, McAfee Anti-virus, CommVault Backup, Cisco Routers, switches, ASA, and Wireless APs, Dell PowerEdge Servers, VMWare ESX, Microsoft Visio, Terminal Services and other thin client technologies, Active Directory Design and Administration, Exchange Server Administration, Microsoft Office Applications, Various Anti-Spyware Utilities, Avaya Phone Systems, RAID, Adapter Fail-Over, Clustering and other High Availability technologies, Firewall Configuration and Penetration testing, Disaster prevention and recovery planning, Internet Authentication Services/RADIUS, Symantec AntiVirus Corporate Edition, TCP/IP Networking, Windows Software Update Services, Microsoft Project Server, Security Auditing, Gap Analysis and Correction, Familiarity with RedHat Enterprise Linux and Group Policy Administration
Must have effective oral and written communication skills
Excellent problem solving skills and ability to work in collaborative and independent work situations and environments with minimal supervision

196

Corporate IT Support Resume Examples & Samples

We are looking for a super smart, friendly, and all-around awesome individual who takes care of people, and the technology they use. As a member of the Corporate IT team, you will have the opportunity to create a seamless experience to Medallia end-users in multiple offices around the world, research and deploy new tools and services, and just flat out solve hard problems
Enjoy taking care of people? Love the chance to see the direct, massive impact of your work? If you answered yes, then we’d love the opportunity to meet you
We are Medallia Corporate IT. Our team makes life easier, better, and faster for our company
Exceptional customer service, interpersonal, oral and written communication skills
Ability to multi-task and establish priorities while having a passion to learn and improve IT in an innovative manner
Proficient in Apple macOS and hardware troubleshooting
Basic AV and web conference knowledge (tools such as GoToMeeting, Webex etc.)
Experience with Google Apps and back-office applications (SSO, Okta, Windows Active Directory)

197

Operations IT Support Analyst Resume Examples & Samples

Ability to analyze and find solutions for complex technical issues in real-time
Be the firm’s expert on the retirement practice technology platform
Proficiency in posting incoming funds and withdrawal requests for unitized model accounts on Envestnet’s wealth management platform
Proficiency in being able to trigger rebalance requests, invest new cash and raise cash requests for unitized model accounts on Envestnet’s wealth management platform
Ability to manipulate data streams from multiple sources and resolve data issues
Ability to write complex SQL queries to operate on MySQL and SQL-Server databases
Experience with pivot tables and macros in MS Excel
Knowledge and understanding of ETFs, Mutual Funds, Separately Managed Accounts, Collective Investment Trusts, Variable Annuities, Group Annuities
Understanding of various financial statistics used for fund evaluation
Work with team members and other departments to resolve platform issues
As part of the responsibilities for this role, you will understand and readily support Envestnet’s established corporate business practices, policies, internal controls and procedures designed to create value or minimize risk

198

Ib IT Support Center Analyst Resume Examples & Samples

Associate Degree or Bachelor Degree with a preference in Business or Computer Sciences
Microsoft Certification as a Technology Specialist or Certified Office Professional
A+ Certified
Prefer one year formalized experience in PC hardware troubleshooting

199

Temp Student IT Support Admin Resume Examples & Samples

Respond to calls and email and document each interaction in the help desk ticketing system
Gather information, analyze that information and troubleshoot in the correct direction
Reset passwords in various Information Systems
Troubleshoot Microsoft Windows XP and Windows 7 Professional client computers
Troubleshoot Windows printing issues
Map network drives
Troubleshoot email issues on smartphones such as the iPhone, Android and Blackberry
Leverage remote support technologies to resolve complex issues
Upgrade computer components, such as RAM, hard drives, video cards
Contribute to the team by writing knowledge-based articles and publishing them to the KB repository
Create tickets for account provisioning, modification and de-provisioning requests
Provision, modify, and de-provision account access to the various Acadia resources
Maintain or exceed service level agreements set in accordance with department goals
Collaborate with various applications teams to improve account provisioning processes
Improve the Security Access Form (SAF) and associated processes
Assist with planning and implementing an Online Security Access Form (OSAF)
Work closely with Internal Audit regarding account security controls
Current college junior or senior; must be in Computer Information or related degree program
Minimum 1-2 years of job-related experience preferred; experience in an IT Help desk environment or Tier 1 Support a plus!
Scripting skills, e.g. Visual Basic, MS PowerShell a plus
MS Active Directory account provisioning, Exchange 2010 and 2013 account administration
Working knowledge of various Windows client operating systems

200

Junior IT Support Center Technician Resume Examples & Samples

Basic computer skills and an apparent aptitude for learning new things
Customer service experience is preferred
Demonstrate the ability to communicate clearly, effectively, and professionally
A willingness to search out answers independently using an array of resources
Must be willing and able to work in a high-volume, high-stress environment
The ability to manage time appropriately to ensure that all duties are completed
Punctuality is a must
Evening and weekend availability is required
Dress Code requirements are expected
GPA requirement is a 3.0 or higher

201

Senior Manager, IT Support Resume Examples & Samples

Oversee incident investigations to find root causes, then put high-quality remediation plans into action
Manage the operations, support, management of products, systems, applications and services for a range of clients to support them in meeting business objectives and goals
Manage relationships with delivery teams and partners, hold regular service delivery reviews
Drive and manage a highly effective controls environment covering change management, production implementation, compliance and audit controls, and business continuity
Promptly schedule test cycles and deployments with delivery teams
Ensure scheduled changes take place with proper testing, monitoring and implementation, at minimal business risk
Work with technology partners to ensure environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements
Understand and identify opportunities to improve support costs (people, infrastructure, applications)
Oversee system, project and technical interface integration to ensure efficient operations and high-quality client support and service
Lead effort to test, debug, performance analyze and document environment components
Monitor service levels, set targets, take action
Negotiate, document project deliverables, timelines, charters, costing, governance
Identify IT service partners, develop business cases
May monitor and coordinate operating schedules and priorities for all application-related incidents to ensure effective and efficient operations support and maintenance
Focus on process improvements to lower operational, reputational and proprietary risks
Ensures operations training documentation is current and readily available
Follow process management discipline for change management of all systems managed
Maintain effective dialogue with regulatory bodies and standards organizations
Continuously improve delivery promptness while balancing quality and price
May manage appropriate recovery of costs to ensure effective cost management within own area and may develop and manage budgets for IT related activities
Provide coaching, development, succession, recruitment, resource management, team leadership, input into performance and development plans
10+ years relevant experience
Ability to direct and manage multiple, broad and highly complex teams (can be groups of up to 50 technology professionals) and/or projects which are diverse in scope
Understanding of strategic direction (including financials) and champions alliances to benefit TD, advocates for operational improvements to enhance value to the organization

202

IT Support / Coordinator Resume Examples & Samples

Possess broad technical knowledge: production and office solutions
Networking in both the centralized as well as distributed enterprise production environments
Client applications, emerging technologies, etc
Design, consult, implement, and/or manage client-related hardware/software solutions
Excel in the following software applications : MS Office Suite, MS Project, page layout/design, web browser, anti-virus
Detailed understanding of workflow products
Ability to create specific client workflows
Integration of workflow engines with client products/systems to provide automated services
Establish working relationships with technical groups and external customer’s departments (e.g. IT) to provide 100% customer satisfaction
Work closely with the Analyst and Account Team to consult, design, implement, and support hardware/software solutions required by Client Operations contracts
Deploy Document Technology and Infrastructure programs Integration of tools and processes to support Managed Services initiatives and infrastructure programs
Mentor on-site Client Associates and transfer skills that will enable the Client Associates to perform standard, frequently occurring tasks related to product function, connectivity, and software
Manage the technical implementation and integration of low to mid-level complexity projects or works on complex projects under the guidance
Subject Matter Expert Articulate and deliver technology and workflow training in a non-threatening, comfortable, and inviting manner
Consult, design, implement, and support hardware/software solutions
3 years computer systems/applications and project coordination experience
Broad knowledge of graphics, design layout
And standard third-party offerings in at least three Client product families a plus
Minimum: High School diploma or equivalent or equivalent work experience, in a technical/production systems environment Preferred: Bachelors Degree Electronic Document and Printing Professional Certification (EDPP) desirable
Excel in MS Office Suite, MS Project, page layout/design, web browser, anti-virus
Detailed understanding of workflow products, ability to create specific client workflows, integration of workflow engines with client products/systems to provide automated services

203

IT Support Tech Resume Examples & Samples

General desktop support skills set as defined in the IT Support Tech Senior Roll Job Family duties
Ability to install, connect, and repair a variety of complex configurations including computers, printers, and other peripherals
Excellent hardware and software troubleshooting skills, with the ability to see trends and underlying causes of technical problems
Strong knowledge of Windows operating system and Office Suite
Strong knowledge of interrelationships between PCs and networks, and operating systems and applications
Thorough understanding of IT system structure and interrelationships between major components of it
Understanding of any function-specific processes or procedures that may affect IT issues
Able to explain complex IT problems to non-technical customers
Ability to create a complex technical corrective action plan and communicate it to customers
Proven ability to share technical knowledge with less-experienced IT technicians and train others how to solve problems independently
Proven ability to maintain customer satisfaction in pressure situations
SCCM knowledge, Virtual and Physical server knowledge, Overall Network knowledge, RF Guns knowledge, Wireless Access Points and environment knowledge, Active Directory knowledge, Server knowledge for Windows 2008 and 2012 OS platforms
AA in Computer Science or equivalent
Minimum of six years technical support experience
At least two years of technical support experience in a fast-paced regulated IT environment

204

IT Support Dealer Help Desk Resume Examples & Samples

Serve and act as first point of contact for DHD customers via phone and email
Handle, follow-up and manage user’s expectations of incidents and enquiries
Correctly administrate incidents and enquires
Analyze and assess the potential impact of incidents and enquiries and define the relevant priority
Take initiative to involve other IT Operations 1st line team members or 2nd line engineers in more complex calls
Perform simple system administrative tasks
Create, improve and maintain documentation, job aids and FAQ for users and SharePoint
Make suggestions to improve general work processes within the DHD team
Staying informed on the latest developments in the dedicated area of expertise
Resolve minor training/awareness issues on the phone
Resolve TCU connectivity, configuration and user issue
Identify problems that can effect CDC processes and escalate to IT coordinators
Support users with process knowledge and case specific routing
Support CDC IT-Operations 2nd line in the process of problem resolution
Check reporting and supply data for specific requests (internal and external)
Completed Vocational Education (MBO) or proven corresponding skill level
Intermediate/advance affinity with IT – working knowledge of Compass Call Centre is essential. Plus knowledge of Compass@Dealer, M4T and NAC software is a major advantage
Good verbal and written communication skills in; English and another European language is an advantage
Act quickly to queries and are able to explain complex issues in layman terms
Problem solving capacity, seeing consequences of actions taken
Stress resistant, have the ability to put things in perspective
Being able to manage time and prioritize the workload
Eager to learn and be a team player
Service and customer oriented
Willingness to work flexible hours
Working experience in a multicultural environment
Have knowledge of and handle according the rules and regulations of the company
Experience in customer support / problem solving business processes
Good communication skills (B2B)
Strong identification with the Daimler organization
Acts as a “brand ambassador”
External: Entities that use CDC processes and applications for Customer Service and Service 24h, in particular Compass@Dealer and M4T. Specifically these entities consist of MPC partners, C@D Users from the retail organization and technicians in the field
External: Entities that use Daimler processes and applications for Sales Funnel Management (SFM), OCRM and MBuptime
Internal: CAC employees that make use of CDC applications
Internal: Project related work, i.e. (bulk) data changes/activation, creating documentation, answer project related questions, etc
24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are a very important connection to the Mercedes-Benz brand

205

Manager, Enterprise IT Support Services Resume Examples & Samples

Manages the day to day operations of their respective information technology function
Leads the support of local and remote users globally to ensure effective end-to-end customer support
Works with IT Directors to set vision and goals for Enterprise Support Services
Participates in the IT strategic planning process and identifies future changes in services and/or service needs
Works closely with other IT groups to ensure smooth escalations, close working relationships and effective end-to-end customer service. Fosters a customer-centric culture for all areas of responsibilities and the IT department as a whole
Performs root cause analysis of cases to identify needed improvements. Works closely with other IT groups to plan changes and releases that will eliminate root causes of cases. Identifies and improves value-add processes, and minimizes or eliminates non-value add processes. Reviews processes and procedures for compliance and accuracy
Defines and executes a process which captures the Voice of the Customer. Manages support activities to ensure that service level agreements are met or exceeded
Reviews and monitors appropriate metrics and reports to ensure that team members are performing within acceptable guidelines
Manages and leads a high performing team and delivers performance feedback, coaching and mentoring. Fosters teamwork at all levels and cross-functionally
Bachelor's degree in Computer Science or related discipline with concentration in IT or related field preferred
5-7 years of experience as a service desk or Tier 2 manager or service desk team lead, preferably in a global environment
Experience in process improvement, project management and strategy development a plus
A combination of strong communication skills, high energy, creativity, and strong analytical skills required
Ability to manage multiple tasks and priorities including good time management skills
Ability to demonstrate customer empathy, good customer diplomacy skills and problem ownership
Ability to interact with individuals at all organizational levels and globally
Experience in SAP a plus
HDI (HelpDesk Institute)
Microsoft
Requires standing and sitting for prolonged periods of time, talking and listening
Must be able to walk and use hands
Typically work is in an office environment where the noise level is low to moderate
LI-BS1

206

IT Support Analyst Senior Resume Examples & Samples

Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications
A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job title and employment dates for all jobs you wish to be considered
A résumé is required, but will not substitute for a complete employment application. Incomplete applications will not be considered. Please include contact information from previous employers
A cover letter is also required. In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position
Experience working in a public, government or similarly regulated organization
Experience leading others and/or assigning work
Experience providing support to management and executive teams
Experience with hardware deployment projects
Experience with Microsoft System Center Configuration Manager
Experience with device imaging
Experience managing network printers
Valid Texas Driver’s License
Performs systematic analysis for identifying and diagnosing faults and determining root causes
Improves Tier I and Tier II business processes
Provides key performance indicator analysis and reports to management
Works with customers and purchasing to recommend, obtain quotes and deploy new solutions
Recommends performance improvements
Performs advanced end-to-end support utilizing industry best practices
Serves as lead resource on teams
Performs advanced system administration functions
Develops, documents, publishes and provides advanced communications
Provides advanced and escalated technical support
Performs complex hardware, software, and applications support and preventative maintenance
Manages inventory and record keeping
Knowledge of standard application and operation systems
Skill in accurate reporting, documenting, and entering data and reconciling and escalating issues
Skill in technical writing and excellent verbal communication
Skill in proactive approach to problem solving
Ability to demonstrate initiative and professionalism
Ability to build rapport and elicit problem details from customers
Ability to identify and learn appropriate software and hardware
Ability to triage, engage others, and escalate appropriately
Ability to identify and analyze system-to-system faults
Ability to provide in-depth technical advice, guidance and training to technicians and customers
Ability to troubleshoot and restore all Tier I and Tier II hardware and software problems
Ability to follow-through with minimal direction
Ability to adjust to frequently changing priorities

207

Supervisor, Global IT Support Services Resume Examples & Samples

Provide Technical and Task Leadership in the area of responsibility assigned
Provide Microsoft Office Tier 2 support for Global Laureate institutions participating in the O365 Network Tenants
Ability to recognize and respond quickly to critical matters
Strong troubleshooting and problem-solving skills
Ability to prioritize tasks
Ability to troubleshoot applications and hardware in a methodical and rational manner
Ability to think logically and abstractly
Ability to work with a progressive staff in a culture of empowerment and accountability
Intermediate/Advanced understanding and familiarity of Microsoft operating systems
Intermediate/Advanced understanding and familiarity of the MS Office Suites
Intermediate/Advanced understanding of videoconferencing technologies
Ability to quickly learn new technical concepts, ideas, and theories
Communication skills (oral and written)
Ability to follow instructions

208

Team Leader, On-site IT Support Resume Examples & Samples

Prioritizes delegates and monitors tasks for the BT Local Support Specialist. Assists in resolution of service requests where necessary
Defines purchase specifications for new equipment, repair parts, upgrades, etc for workstations, laptops and peripherals devices
Defines workstation configuration standards
Responsible for maintaining standardized workstations images that can be deployed throughout their region
Responsible for managing the development and implementation of the automated workstation image deployment process that is scalable to their region
Provide senior level technical support to Sysco operating companies and specialty companies across the United States and Canada as required
Responsible for the evaluation of new equipment, software and peripherals
Works closely with partners and vendors to ensure solutions and configurations are aligned with corporate IT standards and senior management’s goals and directions
Provides periodic and annual written and oral performance reviews for the BT Local Support Specialist
Responsible for interviewing potential associates and provides input on hiring, promotions, and termination decisions
Responsible for maintaining the inventory of microcomputer assets and software license compliance
Responsible for assuring the accuracy and completion of all warranty and RMA issues associated with microcomputer equipment
Maintains documentation of all above activities, including daily timesheets, service requests, and on call reports
Development of best practice service delivery policy and procedures
Works with management in the development of any means of improving the effectiveness of the Information Technology and Managed Services support teams
Endorses and schedules training opportunities for professional development of supervised personnel
Assists in the development of the annual IT budget and manages within the agreed budget
Responsible for providing annual service data to corporate departments and OPCOs for profit planning and annual budgets
Responsible for keeping management informed and escalating to management on a timely basis as required
Works closely with other IT Support teams and vendors to ensure the technology standards are correct and managed in the most effective manner for overall customer satisfaction
Responsible for and/or assists in special projects as assigned
Additional Duties: As required by manager
Must have a four year related degree or equivalent

209

Technician, IT Support Resume Examples & Samples

Manage required supplies for printers (not to include paper)
Maintains PC assets in both a physical and logical manner and maintain its accurate tracking
Assist Network Administrator/Analyst to troubleshoot end-users network-related issues
Interacts with vendors to facilitate repairs of hardware, i.e. printers, laptops and desktops
Performs image builds for use on all desktop and laptops

210

GMS IT Support Intern Resume Examples & Samples

Supporting the project managers as they define, test & deploy functionality for existing & new systems
Defining functional requirements for new requests & enhancements
Supporting KLO activities for existing applications
Supporting Scrum Masters as the team transitions from a Waterfall to Agile methodology
Investigating new technologies & solutions while maintaining existing applications
Reporting tools Business Objects and Tableau; IT management tools ServiceNow and Jira
Interacting with business customers and diverse IT groups at SPE
Software development using Agile methodologies and automated regression testing
Strong service orientation and focus; good verbal and written communication skills
Experience creating business & technical requirement documents
Good working knowledge of common technical platforms
Ability to implement solutions for difficult software problems involving custom programming and software development
Ability to be flexible and deal with changes both internal and external to the organization
Ability to work independently to accomplish tasks that require coordination between multiple resources
Basic understanding of SDLC, Agile, project management and customer satisfaction measurement methodologies a plus

211

IT Support Associate Resume Examples & Samples

Installs software and hardware such as modems, workstations, and printers
Maintains and distributes software documentation, reference, manuals, and training guides
Assists in the installation, troubleshooting, testing, maintenance, and design of communication systems such as data, voice, video, and networks
Performs standard preventative maintenance and simple repairs or arranges for the repair of computers and peripherals
Performs routine updates of law school web pages utilizing basic HTML markup. Opportunity for more sophisticated web development projects for qualified candidate

212

IT Support Resume Examples & Samples

Manage the inventory tracking of all computing devices used by Top Management and Pas
Coordinate all computing devices purchases for Top Management and Pas
Constant look-up and evaluate new computing devices or latest IT gadgets for Top Management
Assist team with other duties required to maintain the Top Management Support operations smoothly
Expert on knowledge tools, client management tools, mobileiron and remote control software to help resolve at least 90% of incidents reported by Singtel Senior Management
Needs to quickly diagnose triage issues and deliver a high level of Top Management service
End to end ownership to work across service partners or other deep-level support to ensure Top Management incident is been resolved promptly
Frequently lookup for any methods and procedures that could help to drive up the productivity and efficiency in Top Management Support operations
Top Management support reporting and data analysis to identify improvement areas, partnering with service owner on continuous service improvement
Supervisory role on Top Management Support outsourced contract staffs that involves

213

Team Leader, On-site IT Support Resume Examples & Samples

Day to day management, resourcing and prioritisation of the workload of the onsite team
Handling and preparing HW
1st & 2nd Level support via tickets raised and assigned in SNOW
Problem and Incident Management
Collecting and providing input for improvements
Act as a local project coordinator for hardware\software updatesollouts as required
Support for other locations as appropriate
Advanced desktop usage / VPN & Citrix / Windows 10 / Office 365
Strong knowledge of setting up PCs, including BIOS configuration, Microsoft operating systems and connectivity (LAN, WiFi, Bluetooth, etc.)
Microsoft Office 365 tools (Word, Excel, Outlook, SharePoint, Skype, Project, Visio)
Able to do basic setup of mobile devices like iOS devices, Android devices, Windows Phone, etc
Good understanding of IT infrastructure components
Basic server and network troubleshooting skills
Knowledge of file and print services
Knowledge of Active Directory, eventually Azure Active Directory
Knowledge of an IT Service Management application, preferably Service Now
Change and Risk management awareness
Azure and Office 365 tenant administration
Production process optimization
Server virtualisation (VMWare)
Ability to prioritise and delegate where appropriate
Perform periodic reviews and appraisals
Take end to end responsibility for team deliverables
Guide team members into a global perspective of IT solutions
Excellent English skills
Professional communication and strong interpersonal skills
Ability to work with people at all levels in the organisation
Ability to work and operate independently and within a team structure
Excellent prioritisation and problem solving skills
Extensive understanding of cultural diversities and how to deal with these communication-wise

214

Associate IT Support Resume Examples & Samples

Design the Graphical User Interface (GUI) and output reports of Electronic Test Forms via PowerDB, and implement required programming logic using VBScript
Ensure that electronic test forms meet design and performance requirements, based on specifications supplied by Energy Systems stakeholders and form champions
Perform quality assurance and system integration testing on new/revised electronic forms, ensuring that the new/revised forms and/or their components do not introduce performance or data integrity issues
Provide PowerDB users with assistance in identifying, troubleshooting, and resolving any performance or data-related issues with the electronic test forms
Bachelor’s degree in Electrical Engineering, Electronics & Communication Engineering, or related course

215

Associate IT Support, Field DB Programming Resume Examples & Samples

Review and make recommendations to moderate complexity electronic test forms in design requirements (Excel lay-out, penciled PDF)
Develop and maintain moderate complexity electronic test forms adhering to company standards and best practices guidelines
Conduct simple System Integration Testing (SIT) and verify functionality of forms
Fix and document identified bugs and defects
Execute .BAT to update Production databases ZIP Files. Execute .BAT to Publish production databases
Create customized reports using SQL/T-SQL query tools and programming
Deploy reports to the Report Server
Assist users for problems encountered that are application or database related
Utilizes Sharepoint application to manage assigned workloads providing necessary support, maintenance, and enhancements of existing electronic test forms
Attend weekly WebEx with POC
Assist in referring unhandled issues to PowerDb, Inc
Synchronize data to master development/production databases. License PowerDb in development/production server databases
Provide highly responsive service oriented interface for users
With 2 years related experience in Visual Basic, MS Access and SQL Server Databases
Knowledge of complex Access database organization and usage. Experience with using T-SQL for complex data manipulation and reports creation
Knowledge of electrical field services in the commercial and industrial industry is a plus
Must have fundamental code troubleshooting skills
Requires excellent verbal/writing and interpersonal skills
A self-starter and can work with minimum supervision

216

IT Support Contractor Resume Examples & Samples

Troubleshoot and take corrective action for end-users problems
Document corrective actions for end-user problems
Troubleshooting Windows 7 operating system
Support of MS Office 2003, 2007 and 2010 including MS Word, Outlook, Excel, PowerPoint, Access, Communicator and Visio
Troubleshoot and support division specific application and IT systems
Troubleshooting printing issues
Support and troubleshooting of VPN and remote access problems
Ability to work with 2nd level support on resolving difficult technical issues
Perform remote connect to assist customers using LANDesk or GoToAssist
Accurately and consistently log all problems utilizing Frontrange’s HEAT ticketing system by initiating a trouble ticket to track calls, problems and dispositions. Responsible for open ticket follow-up to ensure adequate resolution and customer satisfaction
Troubleshooting PartnerWeb issues and completing PartnerWeb requests
Administration of Active Directory, SharePoint, Oracle CRM, SAP, WebEx and other ENP IT systems
Responsible for following up with customers with open tickets and drive down aging tickets of the IT department

217

IT Support / Helpdesk Resume Examples & Samples

Respond to and resolve IT requests via help desk management tool
Make users and their needs a primary focus of ones actions
Utilize remote support software to deliver support service to users globally
Track and document customer requests & issues, reflecting thorough troubleshooting processes
Analyze, coordinate and deliver timely and accurate problem resolutions for end users
Provide technical support & maintenance for “fully supported” and “accepted” desktop software, approved hardware (desktop/laptop/printers/internet connectivity solutions), as well as approved customer enterprise applications
Gather appropriate diagnostic information if escalation is required
Windows (7, 8.1, 10) & Windows Servers (2008R2, 2012, 2012R2)
Mobile Device experience such as Android & iPhone
PC/Laptop maintenance

218

Supp Svcs IT Support Svcs Analyst Resume Examples & Samples

Work with Service Owners to enforce SLA compliance and excellence in execution of services. Responsible for coordination of service delivery across all service towers if necessary
Responsible for hotline coverage coordination and ensuring that incidents and tasks for VIP users are properly assigned to SES technicians or resolver groups globally
Track volume, follow up with users and ensure SLA attainment in all SES regional queues. Assign tickets to group members based on availability, capacity, etc
Receive warm handed-offs of mis-assigned tickets from other assignment groups
Responsible for customer satisfaction, SLA attainment, and continuous improvement
Monitor all SES queues/emails for punctual acknowledgment and resolution that meets SLA and

219

IT Support Administrator Resume Examples & Samples

Provide 2nd/3rd Level support for all Helpdesk and escalated support tickets
Provision of all general IT support activities to all end users, both local and remote
Install, configure, deploy and maintain the IT hardware, equipment and printers
Daily administration, management and support of Desktop / Business applications, Phone system, Network and Windows/Linux client and server infrastructure
Daily administration and support of Cloud based technologies, Storage systems, Antivirus, application/software deployments and updates
Manage, monitor and Perform system backups and restore
General administration of user access, virus, spam monitoring/control and assist the Corporate IT Security Team, as required
Responsible for Documentation relating to IT infrastructure, hardware/software and standard operating procedures
On-going maintenance of relationships with external third party vendors and suppliers in respect of services, equipment provided and supplied to Cognex
Must be willing to undertake any other tasks, as directed by the European IT Manager
Demonstrate a positive “do what it takes” attitude. Exemplify Cognex’s “Work Hard, Play Hard, Move Fast” culture
CompTIA, Microsoft, DELL EMC, Cisco or Other industry certification highly desirable
Excellent communication skills with the ability to support various levels of end users both Locally and remotely
Experience in adhering to SLA / KPIs
Excellent time management skills and ability to work under time pressure
Understanding of ITIL framework experience advantageous
Be Professional, customer centric, excellent team player, with a willingness to learn new skills and technologies
Fluency in English (Written and Oral)
3rd level Information Technology Related Diploma/Degree required
Must be willing to travel to other European sites, as required

220

Team Manager, IT Support Resume Examples & Samples

Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans
Manage the support of systems, applications and services for a range of clients to support them in meeting business objectives
Manage key relationships with both delivery teams and partners and hold regular service delivery reviews that promote continuous service improvement
Drive and manage a highly effective controls environment (including processes), covering change management, production implementation, compliance and audit controls, and business continuity (both application and resources)
In partnership with other team members, ensure a close relationship is maintained with clients, in order to keep informed of their business needs and direction
Measure the level of service to the business, analyze trends, determine appropriate actions where applicable
Will be required to conduct/oversee IT planning with internal clients, prioritize activities and allocate resources consistent with business strategy and objectives
Oversee the integration of all systems, projects and technical interfaces to ensure a high level of service and support to the client and efficient system operation
Lead effort to test, debug, and performance analyze and document environment components
Work with technology partners to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements
Enhance ITRS monitoring solution
Manage weekly Murex vendor call, action plans, follow-up's on problems
Please note we have a preferred candidate for this position*
3-5 years of experience working in a Support environment leading a team
2 to 3 years previous product manager experience
Strong knowledge of Murex versions 2.11 & 3.1
Strong understanding of FX, FX Derivatives and Commodities markets
Able to work in a fast paced trading floor environment and work independently
Engage and coordinate change across multiple groups (trading, development, risk management)

221

IT Support Desk Technical Specialist Resume Examples & Samples

Provide assistance to internal customers on software and hardware issues and questions
Configure and maintain hardware including PC, notebooks, printers, etc
Provide training and documentation for Allied Universal Security Services standard and custom applications
Assist with various projects and support as assigned
Maintain network security, User account creation/administration
Assist network operations in maintaining network connectivity
Remain flexible in work schedule to work various shifts if needed (Hours of operation 8:00 AM- 8:00 PM) on call required
Familiarity with data communications equipment and software
Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook)
Custom Applications (ERP,CRM)
Must have automobile. Occasional travel is required

222

IT Support Administrator Resume Examples & Samples

Degree in Computer Science, Computer Information Systems, Mathematics, related degree, or demonstrable equivalent experience
Google Admin Certification
Microsoft Technology Associate (MTA)
Minimum of 2 years of experience in IT support and Domain administration
Minimum of 2 years of experience in system administration, coordination
Minimum of 1 year of experience in Windows operating systems and Microsoft Office Suite
Minimum of 1 year Google Apps experience
Outstanding work-organizational skills, with the ability to prioritize tasks and coordinating workload with other members of the team along with the ability to work on multiple efforts concurrently
Customer Service proficiency for both internal and external customers with the ability to set, manage, and meet expectations set forth by service level agreements, management expectations, and resolution of customer issues
This position requires dealing with IMT customers, IMT staff and external customers on a regular basis to solve problems. The ability to absorb a large amount of information quickly, and evaluate the nature of a problem and to provide a solution rapidly and decisively is essential
Outstanding ability to triage time-sensitive tasks, accomplishing work according to service level agreements or expectations of the university culture
Strong verbal and written communication skill with an outstanding emphasis on customer service both in the timing and delivery of customer facing messaging
Strong ability to collaborate with team members exhibiting professional transparency and honesty
Learn new technologies in support of the disciplines described above, as well as emerging integration patterns and DevOps models for operational efficiency, availability, and performance
A solid understanding of operating systems in general; understands paging and swapping, inter-process communications, devices and what device drivers do, file system concepts, and can use performance analysis to tune systems
Basic understanding of the following services and their relationships in integration: application, web, email, file, print, directory
Understanding of the following protocols: HTTP, FTP, DNS, LDAP, IMAP, SMTP, SSL, SSH, CIFS, NFS
Knowledge of basic LAN/WAN technologies, protocols and hardware
Knowledge of call accounting and call logging software
Ability to maintain confidentiality in all aspects of the job
Ability to manage multiple tasks with frequent interruptions

223

Trainee MBJ Research & Development Japan IT Support Team Resume Examples & Samples

Programming WEB-based applications (70%)
JQuery
ASP.NET
Microsoft Visual Studio 2012 or higher
Fluent English (B2/C1)
Japanese will be an advantage
Deep knowledge in Microsoft SQL Server technology
JavaScript
Knowledge of Microsoft product as IIS

224

On-site IT Support Analyst Resume Examples & Samples

Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, implementing file backups, and configuring applications
Owns and drives issues to resolution including escalation to specialized resources within the broader IT organization. Remains engaged on issues until resolution
Provide Tier 2 technical support for client facilities such as video conferencing and audio conferencing services
Lead, coordinate and participate in improvements as they relate to the on-site IT environment
Serves as an advocate for the organization’s information security management system. Assists customers to work efficiently within the ISMS framework
Test fixes to ensure problems have been adequately resolved
Perform post-resolution follow-ups to customer requests
Evaluate documented resolutions and analyse trends for ways to prevent future problems
Field incoming requests from customers via both telephone and e-mail in a courteous manner
Build rapport with customers
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
Prioritise and escalate problems (when required)
Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Understands the essential responsibilities of the position and works to continuously to build and improve the skills necessary to be proficient in the role
Serves as a back up to the IT Support Technician as appropriate
Serves as lead Audio Visual SME for live meetings and events held onsite or at remote locations as requested
Supports operates and maintains AV equipment for live meetings and events
Provides support and demonstrates expert knowledge for online webinar tools and applications
Acts as backup trainer when requested

225

Technician, IT Support Resume Examples & Samples

Responsible for providing first level support for all end-users, both local and remote
Configure, deploy and support workstation and lab systems
Manage and support mobility, including monitoring usage, device recommendation and refreshes

226

Support Analyst, IT Support Services Resume Examples & Samples

Identify and determine root cause analysis for problem prevention
Identify, create and update existing knowledge base articles and training documents within the intranet site
Proactively monitor processes, systems and departmental tools detecting process gaps, improvement opportunities working towards proactive problem prevention, self-service options and call avoidance solutions
Deliver cross-training and communication to ensure various internal and external support teams are aware of changes to existing processes or new processes being implemented
Provides timely, accurate, and professional service and presentation to internal and external clients via telephone, email or in person knowledge of Windows Server 2008 permissions/shares, Active Directory and Group Policy Management, Windows 7/10, and all Office applications and O365 products
Manage the knowledge base and helpdesk intranet site, ensuring knowledge, process and training documents are kept up to date and the various teams are kept up to date on these changes
Check for areas of process improvement based on tickets – find areas to improve and streamline processes, document the processes and ensure that the various internal and external support groups are trained and follow the new process
Provides timely, accurate, and consistent service and presentation to internal and external clients
Act as technical resource for internal customers and external Level 1 helpdesk calls for various software and access/connectivity/VPN issues
Manage the installation and updating of desktop software such as AutoCAD, Revit, Adobe products, other software programs, as needed
Provide HKS staff with advanced level support on various software and access/connectivity issues; including video conferencing, multifunction printers and projectors and virus/spyware removal
Utilize ticket tracking system to effectively assist HKS staff and record troubleshooting/problem resolution details
Confer with IT management to help determine specific goals and objectives
Additional projects and tasks as assigned
Identifies, researches, and resolves technical problems
Responds to telephone calls, email and personnel requests for technical support
Documents, tracks and monitors the problem to ensure a timely resolution
Participates in coordinating and planning special projects
Provide afterhours 24/7 support on a as needed basis
Provide in-depth knowledge of hardware and troubleshooting
Adhere to all HKS values, processes, policies, standards and procedures
Bring a “Can-Do” results oriented attitude to a team that includes the desire and ability to learn
Ability to prioritize and multi-task when answering emails, taking phone calls, or walk-ups and respond accordingly to all requests in a timely manner
Advanced knowledge of Windows operating systems, Office 365 products
Dell/HP laptops and desktops, various tablets, Cisco VPN Client, and Remote Desktop
Experience with Windows Server 2008/2012/2016
Knowledge with Mac hardware a plus
Individual must be able to work independently in a fast-paced team environment. This role requires participation in an on-call rotation. To meet business needs, some evenings or weekends may be required
Self-motivation, intelligence and strong work ethic
Ability to follow set standards and take direction
Excellent communication skills: listening, writing, and verbal
Ability to analyze and propose solutions to problems
Ability to work in a fast-paced, multi-project, and dynamic environment
Excellent organizational skills: accurate and thorough
Experience in customer service support position a must
High School diploma or equivalent is required; Bachelor degree in IT is preferred or applicable industry experience
5+ years of related Desktop Support experience
Knowledge of a variety of the concepts, practices, and procedures related to IT service management

227

Site IT Support Analyst Resume Examples & Samples

Advanced troubleshooting skills
Successful completion of the IT Entry Logic and Problem Solving Test
Strong verbal communication skills, including the ability to document operations procedures
Strong customer service skills and the ability to deal all types of customer service requests
Advanced analytical, communication, problem solving, and organizational skills
Ability to effectively interact with a diverse user base
Ability to work in a manufacturing environment with sensitivity safety and physical security

228

IT Support Lead / Supervisor Resume Examples & Samples

High level of proficiency and knowledge working in a Corporate IT environment
Solid understanding of hardware and software asset management processes
Experience with MS Windows 7, MS Windows 10 and Server 2008/2012 required. Understanding of the Change Management Process
Working knowledge of VMware and ESXi
Experience of working to (and exceeding) Service Level Agreements
Ability to learn, understand, and apply new technologies
Strong business focus and customer service skills
Exceptional communication skills, both verbal and written
Working knowledge of database/excel structures/tables/configurations
Proven experience of data analysis and good numeric, analytical and reporting skills
Effective stakeholder relationship management skills. Good analytical and troubleshooting skills (the ability to think logically through a problem) and must have the initiative, perseverance and commitment to see problems through to resolution
Ability to motivate and improve the overall team performance and service levels
Ability to communicate at all levels within the company
Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution
Experience in managing small to large scale IT projects
ITIL V3 Foundation Qualification preferred
Working knowledge of Service Now preferred

229

IT Support Executive Resume Examples & Samples

IT end user support in Singapore and international bureaus (help desk function). Including setup, configuration and problem solving for desktop users on Windows 7, Microsoft Office 2010 (Word, Excel and PowerPoint) and Microsoft Outlook
Manage and maintenance of iPhone device, Avaya IP & Digital Phones
The responsibilities are not limited to the above description and may be modified at any time by the Company. Qualifications/Requirements
Good knowledge and skills on Microsoft OS, networking, Windows 2008 R2 server + Active Directory,
The content of this job description may be changed at the discretion of the Company to suit the operational requirements

230

Capital Markets IT Support Analyst Resume Examples & Samples

Occasional after hours work, weekend work, offsite travel, and shift changes
Ability to recognize, analyzes, and effectively solve problems in a timely and organized manner using industry best practices and procedures
Provide support to troubleshoot hardware and network conflicts to resolution (includes, but is not limited to Desktops, Laptops, Blackberries, and Printers
Ability to clearly communicate technical concepts to non-technical people. Ensure that appropriate action is taken to investigate and resolve incidents and problems in systems and service, ensuring that such incidents and problems are fully documented within the relevant reporting system
Perform moves (including workstations and printers), rebuilds, installs, and depot equipment when required
Document detailed information when responding to incidents with prompt analysis of probable cause, while remotely or on site diagnosing underlying causes to customers' problems for resolution
Installs, configures, maintains and troubleshoots a wide range of software; performs hardware/software upgrades to existing computer equipment as needed
Responds to software problem calls on site or over the phone for users; investigates error messages and determines resolution; reinstall programs or replace files that are causing errors; investigates appropriate areas of potential problem and determines resolution
Maintains up-to-date expertise in the operation and application of standard computer software and a working knowledge of a variety of commonly used hardware and software
Experience supporting remote users

231

IT Support Svcs Analyst Senior Resume Examples & Samples

Relevant industry certifications are a plus (RHCE, VCS, and Oracle etc.)
Experience in kernel upgrades and patch process , vulnerability/fix management
Experience on virtualization and cluster environment ( VCS, IBM PowerHA, VMware)
Broad knowledge of IT products, services, and terminology ( Bladelogic , CiRBA)
Ability to work with SAN storage i.e. EMC & HITACHI
Ability to develop automation process using UNIX shell/batch scripting languages preferred
Should have experience with ITSM tools used in large enterprise environments (ITIL Incident, Problem, Change & Configuration management) Strong working knowledge of networking architectures and protocols including TCP/IP, DNS, SMTP
Able to work on shift or cross-time zone working hours
Implementation of new operational procedures and regular review and improvement of the existing processes/procedures
Should have strong troubleshooting skills and be able to work independently
Work to tight deadlines/service levels and a fast learner
A good team player and self-motivated
Good organizational skills and ability to prioritize workloads

232

IT Support Associate Resume Examples & Samples

Identifies, researches, resolves and responds to a high volume of simple to moderately complex issues or questions received from internal and external customers
Provides status and follow-up information to internal or external customers
Escalates calls to the appropriate departments
Documents customer issues in call tracking system timely and accurately
Assists real-time in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction
Keeps current on policies and relevant product and industry trends in order to provide technically accurate solutions to customers
Strong computer knowledge including, but not limited to, Windows OS, Outlook and Microsoft Office
Strong oral, written and business communication skills
Analytical, interpretive and decision-making skills
Excellent interpersonal and customer service skills
Excellent negotiation and conflict resolution skills
Strong stress and time management skills

233

IT Support Representative Resume Examples & Samples

Performs moves, adds, changes, and maintenance activities for desktop/laptop computers, telephones, and printers. Installs new equipment for users and replacement of non-functioning equipment
Educates end users regarding computer and software operations, including basic how to's and best practices
Performs network troubleshooting. Makes recommendations on computer related needs
Provides assistance in moving and re-installing equipment when required
Assists with the development, implementation, and maintenance of network file server backups and disaster recovery
Ensures complete and reliable security for sensitive data
Performs work in a timely manner and is responsive to users' needs

234

IT Support Analyst Senior Resume Examples & Samples

3+ Yrs. Experience working with VoIP Telephony systems with an emphasis on Avaya and Cisco
Experience with Microsoft Skype for Business
Experience supporting Public Safety and/or Emergency Services Customers

235

Specialist IT Support / Service Delivery Resume Examples & Samples

1st and 2nd level support of the IT for PUMA SE and all attached locations
Local Service Desk and IT Hotline / User Helpdesk
Client Lifecycle and Asset Management
Support of standard software and company-specific software
IT Service Fulfillment and Service Request Fulfillment
Implementataion of user trainings at user level
Paper Output Management
Planning and implementation of version changes
Technical meeting management and support
IT education or similar and first IT working experience
Profound knowledge in troubleshooting
Skills at implementation of user-friendly interfaces
Joy in the instruction of handling software and hardware
Ability to recognize customer wishes and to implement them service-oriented
Safe handling of the environment of software and Windows (Windows 7 / 10 and MS Office 2013 / 365)
Competent regarding questions on MAC, iPhone/iPad
Experience with ticket systemen

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