IT Support Specialist whose qualifications include degree coursework in Information Technology and detailed knowledge of computer hardware/software, network technologies and best practices. Seven years of experience in support and deployment of solutions, troubleshooting issues, systems and information assets for diverse companies and organizations.
Work History
Apple
Mac+ Support Advisor
2013 – 2019
Worked remotely providing customer service and technical support to Apple customers for their Apple branded products via text chat from a home office environment. Products include iPhones, iPads, iPods, Beats Audio products, and Macintosh computers. Responsibilities include identifying root cause of product failure and providing resolution or proper hardware service referral.
KIT Solutions
Support Specialist
2012 – 2013
Assisted clients with support issues to promptly and efficiently solve their problems with our software applications. Record all trouble tickets in the issue tracker system. Run reports and supply data as needed in support of customer report requirements. Assisted department supervisor with projects as needed. Work with project managers, programmers, and research department personnel to identify and resolve chronic customer issues and bugs.
BNY Mellon
Asset Refresh Technician
2/2012 – 11/2012
Responsibilities include imaging new pc’s with corporate (XP & Win 7) image via Ghost & Altiris. Responsibilities also include migrating user profile and Lotus Notes data to the new pc, updating virus definitions, setting up new hardware at user’s workstation, troubleshooting software, and any issues related to the upgrade or data migration.
EQT Corp
Deployment Tech
2011 – 2012
Responsibilities included installing Windows 7 via Ghost and Altiris on new and existing laptops and desktops. Backing up and restoring user profiles, data, and Outlook archives via USMT. Asset tagged and kept inventory of each pc. Also was responsible for printer and air card testing and installation, and setup and installation of user workstations. Responsibilities also included troubleshooting and assisting users with hardware and software issues desk side, by phone, and email. Assyst ticketing system.
