IT support specialist

IT support specialist
Resume examples

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IT support specialist
IT support specialist
Resume examples

3IT support specialist resume examples found

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IT support specialist

Entry level

Reported to the IT Director, providing general technical support and training to faculty and students in the use of hardware, software, A/V equipment, mobile devices, and more. Configured, deployed, and troubleshot technologies in classrooms, auditoriums, and offices.

  • Assisted fellow IT staff with hardware setup, network troubleshooting, data entry, event support, equipment deployment, and record keeping.
  • Monitored existing support ticket statuses and conditions while maintaining documentation of ticket resolutions.
  • Provided technical assistance and application support while adhering to established processes and procedures to ensure a reliable workplace.
  • Responded to and resolved IT support ticket queries in an organized and timely manner while constantly updating users on the status of their requests.
  • Consulted with users to determine appropriate hardware/software needs and prioritized requests based on urgency and availability.

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IT support specialist

Experienced

Provided over-the-phone technical support to several distribution channels and call centers; resolved technical and procedural issues relating to the installation of core products. Managed ordering, activating, troubleshooting, upgrading, compass inventory, user permissions, SIM card, IVR problems, and billing processes.

  • Analyzed logging and tracking of complex software and hardware issues of networking connectivity and application to meet business needs.
  • Performed SQL queries in wedat/ Oracle to resolve several technical issues including profile, access control, billing, transaction, and point of sale.
  • Monitored all inbound and outbound calls utilizing Clarify ticketing system. Ensured documentation on processes and procedures are maintained as per service standards and guidelines that serve as a benchmark for excellent service delivery.
  • Resolved customer’s technical issues promptly and escalated unresolved tickets to the appropriate department for further investigation.

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IT support specialist

Experienced

Established relationships with IT vendors to troubleshoot hardware and software issues and implement resolutions for products and services. Demonstrated in-depth knowledge of basic network protocols including TCP/IP, SMTP, SNMP, UDP, HTTP, HTTPS, and DNS in addition to other network hardware.

  • Provided onsite and virtual support for any hardware and software issues to the company’s onsite and remote employees.
  • Monitored the Helpdesk for IT ticket queries and provided Tier 2 and Tier 3 support, delegating Tier 1 support to junior specialists.
  • Managed procurement, repair, and issuance of end-user equipment working in conjunction with other departmental managers.
  • Reviewed the internal and external knowledge base and recommended and performed technical changes or upgrades as necessary.
  • Assisted the product development team by testing, replicating, documenting software bugs, and making recommendations.

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