IT Support Technician Resume

IT Support Technician Resume

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Professional Summary

Highly motivated and detail-oriented IT Support Technician with over five years of experience in providing comprehensive technical support for computer systems and networks. Proven ability to diagnose and resolve issues promptly, ensuring seamless operation of systems and high levels of customer satisfaction. Strong communication skills and a talent for building effective relationships with clients and team members, leading to improved team collaboration and client retention. Committed to staying current with industry trends and technological advancements to provide innovative solutions.

Skills

  • Technical Troubleshooting: Expert in identifying and resolving hardware, software, and network issues efficiently.

  • Network Configuration and Management: Proficient in setting up, managing, and securing network configurations.

  • Customer Service and Support: Exceptional interpersonal skills that foster positive interactions with clients and enhance user satisfaction.

  • Operating Systems: In-depth knowledge of Windows and Mac operating systems, with experience in Linux environments.

  • Hardware and Software Installation: Skilled in the installation and configuration of various hardware components and software applications.

  • System Maintenance and Optimization: Experience in conducting routine maintenance and optimizing system performance.

  • Problem-Solving: Strong analytical skills for addressing technical challenges and implementing effective solutions.

  • Remote Desktop Support: Proficient in providing remote assistance and troubleshooting via various remote desktop tools.

Professional Experience

IT Support Technician - SurePlus Technologies

June 2060 - Present

  • Successfully provided Tier 1 and Tier 2 support to over 500 clients, managing an average of 75 calls per day in a fast-paced environment. Responsibilities included diagnosing and troubleshooting complex hardware and software issues, setting up and maintaining network hardware and configurations, and delivering remote and onsite technical support.

  • Developed and delivered training sessions for new technicians, improving team competency and reducing onboarding time by 30%.

  • Implemented proactive monitoring systems that led to a 40% decrease in emergency support tickets by addressing issues before they impacted users.

Junior IT Support Specialist - BrandKat Corp

March 2055 - May 2060

  • Assisted in the day-to-day IT operations by providing technical support for over 150 employees, performing system upgrades and maintenance, and managing user account creation and permissions.

  • Recognized for reducing average ticket resolution time by 25% after leading the implementation of a new ticketing system, which streamlined the tracking and resolution process.

  • Collaborated with the network team to redesign the office’s Wi-Fi network, resulting in improved connectivity and user satisfaction among employees.

Education

Bachelor of Science in Information Technology

University of Techland
Graduated May 2054

  • Relevant coursework: Network Management, Cybersecurity Fundamentals, Database Management, Systems Analysis and Design, IT Project Management, and Cloud Computing Principles.

Technical Proficiencies

  • Operating Systems: Windows 10, Windows Server 2019, macOS, Linux (Ubuntu, CentOS)

  • Software: Microsoft Office Suite, Adobe Creative Suite, SQL Server Management Studio, VMware

  • Networking: VPN Configuration, TCP/IP, LAN/WAN, Cisco Routing and Switching, Firewall Configuration

Certifications and Licenses

  • CompTIA A+ Certification

  • Microsoft Certified: Azure Fundamentals

  • Cisco Certified Network Associate (CCNA)

  • ITIL Foundation Certification

Projects

Network Infrastructure Upgrade

  • Led a team of technicians to upgrade the organization's network infrastructure in 2051, resulting in a 30% increase in network performance and reliability. Implemented new switches, and access points, and reconfigured the network topology for optimal efficiency.

  • Developed comprehensive documentation and user guides, improving team knowledge sharing and reducing dependency on senior staff for common tasks.

Helpdesk Ticketing System Implementation

  • Spearheaded the implementation of a new helpdesk ticketing system in 2052, enhancing ticket management and streamlining workflows, leading to a 25% decrease in ticket resolution times and increased client satisfaction.

  • Analyzed user feedback to continuously improve system functionality, contributing to a 15% increase in positive user feedback ratings.

References

Available upon request.


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