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9 Information Technology (IT) Resume Examples for 2024

Best for senior and mid-level candidates

There’s plenty of room in our elegant resume template to add your professional experience while impressing recruiters with a sleek design.

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Like this template? Customize this resume and make it your own with the help of our Al-powered suggestions, accent colors, and modern fonts.

• IT Resumes by Experience
• IT Resumes by Role

Few businesses or organizations can do without an IT guru these days. As an IT professional, you could be providing support for a large company or a small start-up. 

No matter your preference, the opportunities are limitless, and whether you’re just starting or looking to move to the next level, you may feel overwhelmed with all the job choices and the best way to  build your resume and generate a cover letter .

We’ve researched countless IT resumes and asked what employers are looking for in 2024 to come up with  nine IT resume samples for you to use as a guide when  crafting your own resume . Plus, we have some tips to help you tailor your resume to the position you’re looking to land!

or download as PDF

Why this resume works

• Numbers (aka metrics) are the easiest way to quantify your abilities and show employers you made a significant contribution to your workplace.
• So although it’s a challenge, try to keep your  resume’s skills section  brief. We’d recommend listing only six to eight skills with most of them from the  job description .
• Of course, don’t falsify any information. You don’t need to have  every  skill from the job description, so don’t feel you have to lie just to get the job 

Professional IT Resume

• Think about past projects and roles that underscore your abilities, and quantify those actions with metrics.
• You might spend a little more time on your resume upfront, but trust us, you’ll thank yourself—and us later!
• Choosing a professional but creative style like one of our  free Google Docs resume templates  or  Word interactive resume samples  can set you apart from the competition; though we suggest avoiding cutesy fonts, too much color, and disorganized sections, you can instead try:
• Rearranging sections of your resume 
• Adding color to section headings, and 
• Increasing/decreasing margins and spacing to fill one page

Entry-Level IT Resume

• Your objective is an opportunity to tell employers a number of things in a few sentences:
• Explain how your previous experience (whether a relevant internship or even volunteering) has provided you with the background to adapt to the position at hand.
• Showcase your abilities and what you can offer—reiterate that you have the skills ( found in the job description) the employer is specifically seeking.
• Emphasize that your qualities, characteristics, and skills are aligned with the company’s overall mission. 
• Most importantly, though, expound on your responsibilities in each work experience bullet point, and highlight your indirect and direct impact in your previous positions, even if you don’t think they’re relevant. 

Experienced IT Project Manager Resume

• Most IT positions will require a bachelor’s, and project management definitely requires it! 
• Some employers prefer you have your PMP certificate, and others will require it. There are lots of other certs out there, too, so be sure you’re certified, or at least taking steps to complete certification in the areas your dream job requires.  
• We suggest weaving your skills throughout your work experience using bullet points for a powerful, easy-to-read snapshot of your impact. 
• Another winning tip is to pepper your bullet points with active verbs and plenty of metrics that demo your very best work while connecting your resume story together. 

IT Technician Resume

• While percentages have their place, don’t limit yourself to these alone; otherwise, your narration becomes too monotonous. Instead, spruce up things by weaving in other metrics. Notice how Jackson talks about saving issue resolution time by 11 hours, reducing password-related requests by 126, and so on.

IT Analyst Resume

• Perhaps you helped cut data management costs at one company or conjured up a substantial dollar amount of savings in IT equipment at a different company. Either case, it shows your capacity to save money on IT, which could positively impact the hiring organization’s bottom line.
• Bullet points like these also make great stories you can expound on in your IT cover letter .

Technical Support Specialist Resume

• For instance, highlight your software competencies, problem-solving skills, and customer-centric services in your technical support specialist resume .

IT Specialist Resume

• Your IT specialist resume should underline your troubleshooting, system infrastructure, and performance optimization skills.

IT Director Resume

• List your work history in reverse-chronological order (your most recent work experience at the top of your resume).
• Demonstrate increased responsibility, supervisory roles, and impressive metrics as you move from your oldest to your most recent position. 
• Start each bullet point with an active, power verb like “directed” or “upgraded” rather than vague verbs like “assisted” or “helped.” Not only will this method reduce unnecessary words, but most importantly, it demonstrates your initiative, which is exactly what IT hiring personnel want to see. 

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• Software Engineer

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"Without labor, nothing prospers." -Sophocles

[ Click here to directly go to the complete IT Support resume sample. ]

To prosper in the job-world, you need to be a step ahead of everyone else and stand out as the most suitable applicant for the targeted job profile.

There are several qualities that an IT support professional is expected to display in a resume to be recognized by the recruiters. And to achieve that you need to curate a resume that can effectively highlight your potential.

Here is a summary of our IT Support Resume 2023 Blog:

• Stand out in a sea of resume by writing your name as the header while also making it easy for the recruiters to keep a track of your IT technician resume.
• Provide the details of your contact and any other personal details as required.
• Give an insight into your resume by composing a suitable resume summary or objective as per the years of work experience you have or don't.

Learn how to communicate your skills to the recruiters through a job-worthy IT support resume.

You will have answers to the following questions by reading this blog:

• What to avoid and what to write in your IT support resume.
• How to describe the professional work experience that you possess.
• How to write a job-winning resume that can help you rank high on the ATS.
• How to write an entry level IT support resume
• Whether to compose an IT support resume summary or an IT support resume objective.
• How to effectively optimize your professional information technology skills resume.

Go check out our Online Resume Builder that will help you in creating new reumes and using IT support resume template!

All you have to do is fill your details and it is ready to introduce you t the recruiters who can give you the required shortlist for the targeted job profile.

Here is a list of all the topics that you will be learning in this guide blog:

What Is an IT Support Resume?

An IT support resume is one of the most ideal and effective ways to introduce yourself to the recruiters and communicate your professional skills to them.

It is an official meeting between you and the recruiters hence you should put extra effort and create a tech resume that highlights the most significant details about you.

Most of the recruiters rely on ATS (Applicant Tracking System) to filter through resumes and pick the most deserving applicant.

So make sure that you curate an ATS-targeted resume by using suitable keywords highlighted by the recruiters in the job listing as it can help you get on the radar of the resume and get a step closer to your dream job.

Look out for our AI-powered resume review service to get an in-depth review of your tech resume within seconds!

IT Support Sample Resume

Here is our IT support resume template to know what IT support resume format should ideally look like:

• Installed and updated hardware & software and recommended computer equipment to improve productivity by 10%
• Ensured the hardware connectivity to the network along with diagnosing & fixing all hardware & software issues
• Collaborated with 5+ vendors to troubleshoot issues related to desktop equipment, LAN/WAN connectivity, and software
• Designed & performed tests on applications as per the required standards and performed disaster recovery activities
• Performed an initial diagnosis of any issue, documented its findings and formulated & executed a strategy to fix it
• Documented all upgrades & modifications to the systems and maintained the IT Inventory
• Trained 50 + non-IT employees on analyzing & repairing minor hardware/software failures to increase efficiency by 15 %
• Analyzed the customer's requirements and recommended the appropriate, long-lasting & low-budget products
• Interacted with the clients & attended in-person meetings to analyze, troubleshoot & diagnose hardware/software problem
• Installed and configured computer systems & applications for 30+ employees
• Responded to customer inquiries and assisted them in troubleshooting & resolving challenges
• Updated, maintained & monitored all aspects of computer networks and resolved technical network related issues
• Organized and documented the instructional guides & warranties for computer hardware
• CompTIA A+ Technician | CompTIA | Feb '18
• GPA: 4.5/5.0
• Member of All Asia Basketball Club (AABC) | Feb '15 - Present
• Fundraising from anonymous sponsors to use the capital to provide clothes, blankets & toilet essentials for the local homeless | Feb '13 - Present

How To Write Your IT Support Resume

To write a computer IT resume that throws light on the most significant aspects of your details, you need to curate an effective resume.

Given below are the three stages of resume writing that can help you create a tech resume in a step by step manner with a professional approach:

• Stage 1: Master IT Support Resume
• Stage 2: First Draft of IT Support Resume
• Stage 3: Final Draft of IT Support Resume

Master IT Support Resume

A master IT support resume refers to the folder of your details and pieces of information that can be used while framing your IT support analyst resume.

Gather all your information in a single place and cut down the hassle of collecting scattered pieces of information while writing your IT technical support resume.

Doing so can save you precious time while also make sure that you do not end up missing out on any important details in your IT technician resume.

Remember that your master folder can be used while framing your current resume and for any future resume updates. So make sure to list down even those information that may not be currently required as it can be used in the future.

First Draft of IT Support Resume

Once you prepare your master folder of information, start creating the first draft of your IT support resume.

In this stage, you have to compose the required sections in a computer IT resume from the ones given below:

• Personal Information
• Profile Title
• Professional Experience
• Certifications (if any)
• Awards & Recognition (if any)
• Additional Information (if any)

Final Draft of IT Support Resume

After completing the first and second stage, compose the following two sections in the final stage of resume writing:

Key Skills : Pick the most significant skills from the work experience section and align them in the "Key Skills" section. This section can help you highlight your professional expertise in your resume.

Summary/Objective : Write a resume summary if your work experience exceeds 3 years and write a resume objective if you have no or less than 3 years of work experience. Work on this section only after every other section of your resume is completed.

IT Support Resume Sections

Different sections in an IT support analyst resume can help you communicate different things about you to the recruiters and you must pick the most suitable sections.

Every resume needs to include these sections that have been listed below:

• Summary/Objective

The following sections are optional and hence can be framed only or whenever required to enhance your IT support analyst resume:

• Awards & Recognitions (if any)

Read Hiration's 2023 Guide to sections in a resume to get in-depth knowledge about resume sections.

Raise your chances of getting shortlisted by recruiters with the help of Hiration’s Online Resume Builder .

Its huge library is filled with pre-filled resume templates that you can personalize to suit your professional expertise.

IT Support Resume: Professional Experience

You may have extensive years of professional experience but unless you effectively highlight them in your IT technical support resume the recruiters will not be able to recognize your potential.

The professional experience section is a major feature in a computer IT resume and you need to make sure that it is framed in the best way possible.

The three important factors that can help you make an impact on the recruiters through your work experience statements are discussed below:

STAR Format

• Frame Points
• Bucketing & Bolding
• S stands for situation
• T stands for task
• A stands for action
• R stands for result

The STAR format can help you create action-oriented statements while describing your work experience.

Make sure to make the best use of this format to communicate your professional experience to the recruiters and be recognized as an applicant who is qualified for the IT support job profile.

Framing Points

Your action-oriented statements can be made more effective by framing them in one-liners.

The following IT support resume examples can help you understand why it is important to frame your points and how you can achieve it.

Performed initial diagnosis of issues, documented the findings and executed strategies to fix them

Documented the upgrades of the systems and maintained the IT Inventory

Trained 40+ non-IT employees on repairing minor hardware/software issues to increase 10% efficiency

Analyzed the customer's requirements to recommended suitable and long-lasting products

Interacted with the clients to troubleshoot and diagnose hardware/software problem

Framing Points: Analysis

In example 1 we can see that all the details are clustered together in a bulky and lengthy paragraph. While in example 2 the details are listed using bullet points to frame one-liners.

Now, from these two IT support resume examples, we can easily make out the effectiveness of framing points as compared to the paragraph.

The recruiters would find it easier to read through the framed points and may not be intrigued enough to go through a lengthy paragraph.

Hence it will be wise for you to frame your points in one-liners as it is clear and easy to read.

Grouping & Highlighting

We have discussed how framed points are clear to read and now let us compare two more IT support resume examples to understand the importance of applying bucketing and bolding in your one-liners.

Installed and updated the hardware & software of the company's computers to increase productivity by 10%

Ensured hardware connectivity to networks and fixed issues pertaining to hardware/software

Collaborated with 10+ vendors to troubleshoot issues related to LAN/WAN connectivity

Designed & tested applications as per the required standards and performed recovery activities

Hardware/Software Installation

IT Troubleshooting

To learn more about this section and how to perfect it, read Hiration's Blog on how to compose the work experience in your resume .

Here is an IT support resume sample showcasing what an ideal professional experience section looks like:

IT Support Resume: Key Skills

Just because you have the required skill set as an IT support does not mean that you should list them down randomly in an information technology skills resume.

You need to make sure that you do it the right way.

Also, keep in mind that the recruiters can recognize you as a suitable applicant just by looking at your key skills section.

Therefore carefully scan through your work experience section and pick those skills that have been justified in your one-liners. Then highlight them in a separate section under the heading "Key Skills" section.

Try to make use of IT support resume keywords that have been used by the recruiters in the job listing as it can also help you to rank high on the ATS.

Read Hiration's Guide on what skills to put on a resume and learn how to effectively curate an information technology skills resume.

Here is an IT support resume sample showcasing the perfect key skills section:

IT Support Resume Summary

A well-framed IT support resume summary can help you communicate your achievements and contributions to the recruiters even before they scan through your entire resume.

Remember the following points while composing your IT support resume summary:

• It should be framed at the end because that way it is easier to avoid unnecessary details and to decide what to highlight.
• Try to include suitable keywords that have been used by the recruiter in the job listing.
• Avoid writing more than 4 lines in your resume summary unless you have extensive years of experience wherein you can write 5 lines.
• Compose a resume summary only if you have professionally worked for over 3 years.

Read Hiration's 2023 Resume Summary Guide and learn how to write an impressive summary for an IT support resumes.

Given below is an IT support resume sample showcasing the ideal resume summary:

Resume-writing can be an effortless affair with Hiration's Online Resume Builder .

IT Support Resume Objective

An IT support resume objective should be written if:

• you have zero work experience.
• you have less than 3 years of limited work experience.
• you are writing an entry-level resume as a fresh graduate.

Focus on the fact that your IT technician resume objective can help you sell your skills as an IT support professional to the recruiters and raise your chances of being shortlisted.

Learn more about IT support resume objective by reading Hiration's Guide on Resume Objectives and learn the art of composing the perfect IT support resume objective.

IT Support Resume: Header

Just as the name suggests the header of your IT support resume should be at the topmost part of the resume.

Your name gives a unique identity to a tech resume and also makes it easier for the recruiters to keep track of your IT technical support resume.

Follow the given points to frame your tech resume header like a pro:

• Write it in the largest font size in your resume.
• Ideally, it should be written in the range of 16-20 font size .
• Leave a single space between your first name and last name.

If you happen to have a middle name write only the initial followed by a period and place it between your first and last name.

Hiration’s Guide To Writing The Perfect Resume Header can help you learn the art of curating the perfect resume header.

To help you visually understand how an ideal resume header is framed we have provided an IT support resume sample showcasing the specific section:

It is never too late to curate the perfect resume to help you raise your shortlist so go to our Online Resume Builder and create the perfect resume.

IT Support Resume: Personal Information

In case of any likely shortlist, the recruiters need your personal details to get in touch with you.

Details of the following are ideally required in a tech resume:

Contact Number

Email Address

Current Location

Additionally, you can also include the following details:

• LinkedIn profile link
• Link to an online portfolio

You need to provide your contact number and make sure that it is active at all times so that the recruiters can reach you anytime.

The recruiters may also want to interview you over the phone itself and may want to confirm with you before scheduling any appointments or face to face interviews.

You can give out your contact number in the below-given format:

+1 (172) 137 1252

Provide your official email address in your IT technical support resume as it can help the recruiters to easily reach out to you.

Give out only the email address that has your actual name and strictly avoid giving out an email address that has made up names.

Here is an example of an ideal email address to be provided in a tech resume:

james@xyz(dot)com or jamesstallman@xyz(dot)com

If you are looking for a job outside your country, mention your city and country of residence. But if you are applying for a job in your own country, simply mention the city and state of your residence.

Avoid giving out details like your house number, name of your locality, street number, etc. as they are unnecessary information on an IT technician resume.

Read Hiration's Guide to composing your contact information and learn more about this section.

To know what an ideal personal information section should ideally look like, take a look at the IT support resume sample below:

IT Support Resume: Profile Title

Every job profile has its unique title and hence you need to mention your profile title in a tech resume to make the recruiters identify the level of your professional status.

Profile titles help you communicate the following points:

• Your current professional designation.
• Your functional industry.
• Level of seniority in your line of work.

The profile title should be the largest text on your tech resume in the range of 14-16 font size.

Do not lie or exaggerate your profile title because it would pass off as intentionally cheating the recruiters and it may affect your job application.

IT Support Resume: Education

Your educational qualification plays an important role in helping you stand out as a qualified applicant for the targeted job profile.

It can enhance your credibility as an eligible applicant who has the right set of skills and work experience along with the required educational qualification.

And even if you lack professional experience, your educational qualification can help you communicate yourself as a suitable applicant.

The education section of your resume for IT support should ideally consist of the following:

• Name of the school/university.
• Name of the courses you pursued.
• Location of your school/university.
• Enrollment and graduation dates.

Refer to Hiration's Guide on how to list education on your resume to read an exhaustive guide on how to correctly curate the education section.

Here is an IT support resume sample for education section of your tech resume:

IT Support Resume Certifications

A certified professional has a higher chance of being shortlisted for a job as compared to an uncertified applicant.

It is so because being certified to practice one's line of work gives you added knowledge and skills to shoulder the responsibilities that would come with an IT support job profile.

The certification section of your IT technician resume communicates the following details about you:

• Certification course name.
• Name of the institute of affiliation.
• Location of the institute of affiliation.
• Enrollment and completion date of the course in the month & year format.

Read Hiration's Guide on listing certifications on a resume to get a better understanding of this section.

You can refer to our IT support resume sample demonstrating the ideal certifications section for your tech resume:

In the meanwhile, make your own future by giving yourself the best shot at getting shortlisted by composing your resume with our professionally designed Online Resume Builder .

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• Recruiter Friendliness
• Compliance with industry norms
• Content Relevance
• ATS Compliance
• Design Compatibility
• Conversion Scope
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• Resume Formatting (font, margins, the order of sections, etc.)

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Feel free to go to our Online Resume Builder and make use of the pre-filled templates and replace them with your details as per your requirement.

Key Takeaways

• Always provide your active contact number and official email address for the recruiters to get in touch with you in case of any likely shortlist.
• Use bullet points to frame one-liners and describe your work experience in the most effective manner.
• Write action-oriented sentences by giving out achievement figures in your one-liner points.
• Compose a suitable resume summary to give an insight into your resume and highlight your professional contributions and achievements.
• Always provide only the exact profile title that helps you communicate your professional status to the recruiters.

Leverage all the IT support resume examples and IT support technician resume samples that we have provided in this blog.

Go to Hiration resume builder and create a professional resume for yourself. Additionally, reach out to us at [email protected] and you can get 24/7 professional assistance with all your job & career-related queries.

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• • Resolved technical issues for over 100 employees, increasing overall productivity by 20%
• • Implemented new IT systems, increasing system efficiency by 15%
• • Led a team of 5 junior IT specialists, improving team efficiency by 10%
• • Resolved technical issues for over 50 employees, ensuring minimal downtime
• • Assisted in the implementation of new IT systems, reducing system errors by 25%
• • Collaborated with the IT team to meet quarterly targets, achieving 100% of goals
• • Supported senior IT specialists in resolving technical issues, contributing to a 10% increase in efficiency
• • Assisted in managing IT systems for 20 employees, maintaining 100% system uptime
• • Assisted in the preparation of quarterly IT reports, achieving 95% accuracy

7 IT Support Resume Examples & Guide for 2024

When crafting your IT support resume, it's crucial to highlight your technical proficiency. Showcase your experience with various operating systems, hardware, and software solutions. Additionally, demonstrate your problem-solving skills and your ability to communicate effectively. Let employers see your track record of providing excellent customer service and resolving technical issues efficiently.

All resume examples in this guide

Computer Support Specialist

Computer Technician

Incident Manager

IT Support Analyst

IT Technician

System Administrator

Experienced Help Desk Specialist resume example

Resume Guide

IT support Resume Example

Resume Format

Resume Experience

Hard & Soft Skills

Certificates & Education

Resume Summary Tips

Additional Resume Sections

Key Takeaways

Many fell victim to the 2023 tech layoffs.

Yet, current trends show cutbacks are slowing down . This means new job opportunities will start popping up. And with them - a large competition pool.

But, is your IT Support Specialist resume adequate?

Keep reading and we’ll show you how to:

• Build a solid resume even if you don’t have much industry experience
• Talk about your skills and write a convincing resume summary
• Analyze real IT Support Specialist resume examples to enhance your writing abilities

Not sure this is the right guide for you? Explore other roles we can help you with:

• Help desk resume & guide
• IT support analyst resume & guide
• Technical support manager resume & guide
• Desktop support resume & guide
• Application support analyst resume & guide
• IT support manager resume & guide
• Software support engineer resume & guide
• Application support manager resume & guide  

IT support  resume example

Here’s what this applicant does well in their resume:

• Emphasizing career progression and leadership skills:  Not only has the applicant displayed clear professional growth, but they've also improved team efficiency by 10% when leading a team of five. Such experience is crucial for mid-level and senior management roles.
• Demonstrating efficiency improvement through quantifiable achievements: Which company doesn't want to have its overall productivity increased by 20%? The candidate’s proven expertise indicates they have what it takes to support their future employer.
• Highlighting technical support and problem-solving skills: The applicant shows they live and breathe troubleshooting by focusing on a variety of relevant accomplishments across all previously held positions.

How to format an   IT support  resume

The hiring climate in the tech sector is tough, so building an outstanding resume is the best way to get noticed. To do that you have to describe your expertise in the most straightforward way possible.

Be selective about which experiences you share and how you frame them.

To guarantee a flawless presentation of your work history and your abilities, keep in mind the following resume writing best practices:

• Choose the reverse-chronological resume format :  Similar to the example above, showing continuous professional development is crucial in the tech world. Especially if you're aiming for a senior position.
• Include your GitHub in the resume header :  This is the first section recruiters see, so you must grab the chance to link to a portfolio with a wide selection of past tech solutions you’ve crafted.
• Start your resume with a memorable resume summary:  Convince recruiters to spend more than 2 seconds reviewing your application by including some of your top professional success stories.
• Use a simple, but effective font:  Improve your IT Support Specialist resume’s readability by using a font, such as Lato or Raleway.
• Avoid going over two pages:  Regardless of how much experience you have to flaunt, ensure you’re only discussing bits of information the company will care about.
• Save your resume as a PDF file :  If you're worried about passing Applicant Tracking Systems (ATS) tests, don't panic. ATS software easily scans through PDFs.

Is your resume good enough?

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Yet, a perfect resume outline isn’t complete without a clear division between the different sections. So, we’ve featured the ones that carry the most weight with hiring managers:

The top sections on an IT support resume:

• Technical skills: Exhibit your proficiency in all the IT support tools and software the company uses, not only select cloud services and mobile applications.
• Professional experience: Showcase the scope of your practical expertise and the type of issues you can tackle.
• Certifications: Highlights relevant IT qualifications and credentials you've obtained.
• Educational background: Describe your formal training in Information Technology.
• Problem-solving examples: Illustrate the effectiveness of your tech solutions by providing related samples of your work.

What recruiters want to see on your resume:

• In-depth technical skills: While a strong technical background is a must, it’s more important that you’re well-versed in the software your potential employer uses.
• Relevant certifications: Recruiters want to make sure you’re trained in particular IT areas, as well as all the latest versions of the tools their companies subscribe to.
• Problem-solving abilities: Demonstrate you’re good at thinking on your feet and able to do thorough research, when new issues come up.
• Experience with diverse technologies: Prove you’re adaptable and not stuck in the past. Show you’re working to continuously expand your knowledge of various tools.
• Strong communication skills: Effective communication is crucial for IT support roles to understand and resolve user issues and to liaise with team members.

How to write your IT support resume experience

By far the most significant segment on your resume, the experience section  is where you outline your professional successes, supported by examples.

A common trap many IT Support Specialists fall into is using too much technical jargon on their resume.

Although recruiters are generally aware of certain software and platforms, they’re not expected to know the finer details.

So, when including the names of tools and languages you’re proficient in, explain how you’ve used them.

Remember, the focus is on outcomes.

Companies want to make sure that your work is going to benefit them. So, be mindful of what your potential employer is trying to achieve shortly.

To write a compelling experience section, each of the entries you add must build upon the previous one.

As we mentioned at the beginning of this article, be selective about the experiences you share. Make sure you tailor them to the requirements in the job ad.

But, don’t worry if you can’t fit everything on your resume. You’re not supposed to. And you can always leave some for the cover letter later.

Also, avoid common resume buzzwords . These are just filler words that don't inform recruiters of what you can do.

Instead, frame each of the entries in the experience section by starting with an action verb . Then, explain what type of challenge you were trying to tackle and share your results.

Have a look at the example below:

• • Reduced production errors by 15%.
• • Found better software solutions for the production department.
• • Increased production output.

In an attempt to be succinct, Takeshi has made a few mistakes.

The applicant’s first error is not providing a description or a website for his past employer.

There are many cases of companies sharing similar-sounding names. As such, it’s considered a best practice to at least provide a link to the employer’s website.

That way hiring managers will better understand the scope of your past employer’s business operations. And how your  work fits within them.

Next on the list of mistakes are the bullet point descriptions.

Fujino has tried to highlight some of his tech accomplishments while at High Tech Industries Ltd. But at the same time, he has missed the point of  how to do it properly.

• • Reduced production errors by 15% by conducting on-site visits and instructing staff about best practices when using the company equipment.
• • Cut tech costs by $70 million by renegotiating existing vendor contracts and finding better software solutions for the production department.
• • Increased production output by 88% by optimizing production line processes and taking advantage of system downtime to organize other processes.

Now recruiters will be certain that Takeshi is the candidate they were searching for!

How to quantify the impact on your resume

We talk a lot about results, but that’s because they are the key to a successful resume. Being able to measure your achievements  means that you take into account the impact of your work.

And that you’re goal-oriented.

Some of the measurable achievements you can add include the:

• Number of tickets you’ve handled daily  to demonstrate time and workload management.
• Size and the scope of the networks and systems you’ve managed to illustrate the scale of your technical capabilities.
• Number of side projects you’ve completed to showcase your versatile skill set and inquisitive nature.
• Number of projects you’ve spearheaded or led to highlight your leadership and project management skills.
• Number of staff or new colleagues you’ve mentored to emphasize your ability to mentor and work in a team.
• Amount of project time you’ve saved the company to draw special attention to your ability to optimize systems and find better solutions.
• Percentage of satisfied customers you’ve managed to help to prove you’re also proficient in customer service.
• Amount of money you’ve saved the company by providing hardware and software recommendations to outline your industry and tech knowledge.
• Number of certificates you’ve earned while working for your past employer to demonstrate your willingness to continue improving your abilities.
• Number of conferences you’ve presented at to emphasize your good communication and explanation skills.
• Amount of funds you’ve saved from your past employer to prove you’re good at budgeting and contributing to the business’ financial efficiency.
• Percentage of downtime reduced to highlight your impact on improving system reliability.

How do I write an IT support resume with no experience

If you’re building an entry-level IT Support Specialist resume, you can still build a powerful one. Even if you lack the relevant experience .

All you have to do is focus on your transferable skills. And your ability to pick up new skills quickly.

Don’t forget to:

• Be honest about what you do and don’t know. Companies will appreciate it. Hiring managers are searching for candidates who can admit they don’t know everything.
• Declare you are willing to adapt to your future employer’s work style . Show that you’re not afraid to do some research when needed.
• Mention any transferable technical and social talents you can offer, such as contract negotiations or vendor relations.
• Include an extra section, if you’ve completed any relevant side projects or courses. We’ll cover that later on in the article.

Remember, companies and recruiters are rarely knowledgeable about the small details of your duties and responsibilities.

But as long as you show you’re motivated to do the work, you’re on the right path.

How to list your hard skills and soft skills on your resume

Recent developments in the tech industry have been heavily influenced by both the pandemic and the rise of AI.

By shifting to remote offices and working from home, IT support specialists had to double down on reliability and security.

On the other hand, many professionals found themselves redundant  once large language models, such as ChatGPT, emerged.

Hence, now competition isn’t limited to those who are out of work alone. Employed professionals are also on the lookout. Just in case they’ll have to search for a new workplace.

This means that you'll have to present a very versatile profile of hard and soft skills if you want your resume to be successful.

Hard skills  refer to all tools and platforms you use as an IT Support Specialist to do your daily tasks. When listing them on your resume, keep in mind to:

• Reflect on the requirements of  the job ad.
• Place the tools and languages you’re most comfortable being interviewed in first.
• Use the same spelling as the one used in the job ad. This will ensure you will pass any Applicant Tracking System (ATS) tests.

But before you start building your skills section , take a look at the resume summary and the work history segments once again.

Odds are, you've already mentioned how you've applied some of your tech skills.

To make your IT support resume more well-rounded, highlight a few of your soft skills . Especially now that more often than not IT professionals are also doubling as emotional counselors .

• Take into account what will be your main job responsibilities. As well as who it is more likely you’re going to help - other colleagues or customers.
• List some of the soft skills you have to offer.
• Then, employ the same method you used to quantify your other achievements to outline your top social talents.

With all this in mind, we’ve compiled two lists with the key tech and soft skills currently in demand.

Best hard skills for your IT support resume

• Network troubleshooting
• Hardware installation and repair
• Operating systems (Windows, macOS, Linux)
• Server management
• Database administration
• Virtualization technologies (VMware, Hyper-V)
• Cloud services  (AWS, Azure, Google Cloud)
• Cybersecurity practices
• Remote desktop support
• Scripting languages  (Python, PowerShell)
• Software deployment
• Data backup and recovery
• Mobile device management
• VoIP systems
• Helpdesk ticketing systems
• Network security protocols
• Firewall administration
• Performance monitoring tools
• Patch management
• Email systems (Exchange, Office 365)

Best soft skills for your IT support resume

• Problem-solving
• Communication
• Customer service
• Adaptability
• Critical thinking
• Time management
• Stress management
• Attention to detail
• Active listening
• Analytical thinking
• Interpersonal skills
• Conflict resolution
• Multitasking
• Organizational skills
• Continuous learning

How to list your certifications and education on your resume

As you already may know, one of the best ways to prove that your technical skills are up to scratch is with certificates.

That's why sometimes certifications are slightly more important than having a traditional academic background in Computer Science.

They also make it possible for individuals who don’t have much practical experience to compete for the same IT support roles.

Nevertheless, what's the use of a certificate or diploma if you don't know how to describe it correctly on your resume?

If you have an extensive work history, don't include your high school diploma in the education section . Go back only as far as your Bachelor's degree. Then:

• Cite the name of your degree.
• State the name of your college or university.
• Provide the date you obtained your degree. Or expected date of completion, if the course is still ongoing.
• List degree-related projects.

If you're switching careers or have recently graduated, it's best to add a few more details:

• List your GPA, if it’s above 3.5.
• Chronicle relevant majors or minors you've completed.
• Describe any IT-related hackathons or competitions you’ve done.

And remember, place the education section near the top of your resume.

We’ve prepared a handy sample to help you out:

• • Winner of the 2020 University of the District of Columbia Hackathon.
• • Designed and developed a closed file management system for the University of the District of Columbia Computer Science Class of 2020 to distribute, share, upload, and download peer reviewed class-related resources, which resulted in a 25% increase in material comprehension.

As for certificates, there are two things you need to consider before adding yours to your resume:

• Confirm that your certificate is relevant to the position.
• Check the date of validity.

Once everything is in order, simply refer to the following sample on how to present your credentials:

Best certifications for your IT support resume

• A+ (Plus) Certification | CompTIA IT Certifications
• Network+ (Plus) Certification | CompTIA IT Certifications
• Exam AZ-900: Microsoft Azure Fundamentals - Certifications
• CCNA - Training & Certifications - Cisco
• ITIL 4 Foundation Certification | Axelos
• Google IT Support Professional Certificate | Google
• HDI Desktop Advanced Support Technician (HDI-DAST) | HDI
• AppleCare Mac Technician (ACMT) | Apple
• Microsoft 365 Certified: Endpoint Administrator Associate | Microsoft

How to write your IT support resume summary or objective

Do you know what it takes to charm a hiring manager?

A well-written resume profile .

Generally, recruiters spend  no more than 7 seconds on any given resume. So yours must have something to hook their attention right from the get-go.

There are two kinds of resume profiles.

The first one is the resume summary , which is usually reserved for individuals with a long work history.

Its purpose is to relate as many of your core abilities and achievements as possible so that hiring managers know that it’s worth their while to continue reading your resume.

Again, make sure to reference skills from the job ad and use the same spelling for skills and tools.

In the same vein, the resume objective  is a short outline of your professional career so far.

The only difference is that it's best used by people who lack practical industry experience. Or those who are planning to make a career switch.

The aim here is to highlight your best transferable skills and other related achievements. But to do it in a way that will show how they will benefit your potential employer.

Since IT support is interlinked with so many different industries, emphasize your in-depth knowledge of the business niche your potential employer is operating in.

This will show not only your familiarity with the industry tools but also which KPIs are important for your employer.

Also, do some research on the company you're applying to before you write your resume summary.

When it comes to being an IT Support Specialist, get to know your prospective employer’s corporate structure. Then, review any pertinent news about what the company plans to achieve soon .

Is the company scaling up? Is the company being challenged by a particular issue?

Prove you have the expertise and the experience to complete similar projects by showcasing them in your resume profile.

Let's take a look at a couple of samples:

In the first example, we have Takeshi's resume objective.

It's very straight to the point because it shows what Takeshi is searching for and what he has to offer in return.

The problem is the whole text is very focused on the applicant.

Plus, this paints Takeshi as a self-centered and unfriendly person because the objective isn’t written with the company in mind.

As a result, hiring managers will dismiss Takeshi’s expertise in favor of someone who has better communication skills and will fit into  the corporate culture.

But, Takeshi made sure to take our notes into account.

Once he applied a few edits, this is how his resume objective reads now:

This one will make hiring managers stop in their tracks and take a closer look at Takeshi's resume!

Next, review the following IT support resume summary:

This one shows a lot of confidence. But similar to the wrong resume objective above, it's too straightforward without providing too much context.

Whenever you mention you're good at doing research and troubleshooting, remember to provide some details about the situation. And explain why your actions were needed.

By doing so you’re demonstrating where your strengths lie.

For instance:

Additional sections for an IT support resume

If you feel your resume still lacks something, you can always include extra sections to reflect other projects you’ve done. Ones that  don’t fall into any of the other resume segments.

For example:

• Awards, prizes, and achievements you’ve won
• Memberships in professional associations and university clubs
• Published presentations and white papers
• Other programming languages you’re proficient in
• Participating in or organizing competitions and hackathons.

What you share will depend on which ability you want to emphasize.

To illustrate, if you’ve somehow omitted to draw attention to your project management abilities, you can always talk about events and competitions you’ve organized.

How to put a personal IT projects section on a resume

Of course, there’s nothing like presenting a personal IT project. After all, there would be instances where you would have to write a few lines of code on your own.

That’s why if you don’t have the practical experience to brag about certain skills, the personal project section is the ideal solution.

Here is how to outline your work:

• • Reduced error margin by 15% compared to other popular market tools.
• • Won the 2021 University of the District of Columbia Business Application Competition

Key takeaways

To recap, to ensure your IT support resume gets noticed, you must:

• Choose a reverse-chronological resume format to showcase your career progressions.
• Don’t forget to link to your GitHub in the resume header.
• Focus your resume objective on the company’s current mission and business goals.
• Avoid using too much technical jargon in the experience section. But do mention how you’ve used your tools of the trade.
• Be selective about the achievements you share, but always quantify them when you do.
• Remember to include some of your top social abilities along with your tech talents.
• Outline your academic background, as well as any relevant certificates you have.
• Describe relevant personal IT projects you’ve worked on.

IT Support resume examples

Explore additional it support resume samples and guides and see what works for your level of experience or role.

Looking to build your own IT Support resume?

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IT Support Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the it support job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• 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
• 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
• 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
• 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

15 IT Support resume templates

Read our complete resume writing guides

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• 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
• 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
• 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
• 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
• Working with People
• Following Instructions & procedures
• Applying Expertise & Technology
• Problem solving and trouble shooting skills
• Good communication skills
• Cost awareness
• Social skills and awareness

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
• 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
• 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
• 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
• 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
• 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 Certifications: N/A
• Preferred Skills
• 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
• 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

• 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
• 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

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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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)
• 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
• 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
• 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
• Mentor IT Support team members and assist in staff training activities
• Minimum of 4 years’ experience providing end-user technical support in a highly, effective team
• 3 - 5 Years iPhone/Android management and deployment
• 3 - 5Years Microsoft Office365 administration
• 3 – 5 Years SCCM Experience
• Excellent time management and prioritization 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
• Implement projects to support multiple computer systems
• 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
• 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
• 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
• 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
• Install, configure, and deploy operating system and application software on servers and workstations
• 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
• 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
• 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
• 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
• 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

• 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
• 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
• 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)
• 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

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
• 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
• 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
• 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
• 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

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

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

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
• 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

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)

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
• 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

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

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)

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

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
• 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 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
• Experience with Remote Access/Control Software
• 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
• Basic Active Directory Administration
• Adobe Creative Suite CC with an emphasis on Adobe Illustrator
• BMC FootPrints experience
• Symantec Endpoint and Sophos Antivirus

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

Analyst IT Support CTS Resume Examples & Samples

• 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
• Monitors, maintains and supports systems and user access
• Collaborates with non-IT teams on projects including Moves/Adds/Changes
• Creates, maintains and updates knowledge base documentation with most relevant information
• High School Diploma or General Education Diploma (GED)
• Three (3) years’ experience in IT hardware and application support
• One (1) years’ experience in a call center environment
• 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

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
• 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

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
• 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

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
• 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

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
• 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

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

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

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

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

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))
• 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

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

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)

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

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

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
• 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

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

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
• Ability to write and speak English
• Entrepreneurial spirit
• Demonstrated experience in a similar role with web-based systems
• Excellent organizational skills Knowledge of MS Office/Outlook Experience of Windows 7 & 10
• Experience of ITIL in a support environment would be an asset
• 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

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

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

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

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
• 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

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

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

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

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
• 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
• 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

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
• 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
• 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
• 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
• 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

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

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

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

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
• 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

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
• 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 ***

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

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
• 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
• 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
• 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

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

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

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

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
• 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
• Responsibility

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

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
• 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

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
• 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)
• 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

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
• 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 Work Experience: Windows administration including experience with Active Directory, Windows 2012 Server, and Windows 7 & 10
• 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

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
• 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
• 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
• 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
• 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
• 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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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

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

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
• 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
• 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
• 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

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

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

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

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

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)

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)
• 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

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

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

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)

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

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

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

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
• 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

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
• 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
• 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

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

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)
• 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

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

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

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
• 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

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
• 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
• 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
• Frequently lookup for any methods and procedures that could help to drive up the productivity and efficiency in Top Management Support operations
• Supervisory role on Top Management Support outsourced contract staffs that involves
• 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
• 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

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
• 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

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

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
• 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
• 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
• 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)

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
• 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

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

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

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
• 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

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

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

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
• 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

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

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
• 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
• 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
• 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

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

Related Job Titles

• IT Support Specialist Resume Example

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Common Responsibilities Listed on IT Support Specialist Resumes:

• Troubleshoot and resolve hardware and software issues for end-users
• Install and configure software applications and updates
• Manage user accounts and permissions in Active Directory
• Provide technical support for remote users via phone and email
• Monitor and maintain network infrastructure, including switches and routers
• Conduct regular backups and disaster recovery testing
• Collaborate with other IT teams to implement new technologies and systems
• Conduct security audits and implement security measures to protect against cyber threats
• Train end-users on new software and hardware systems
• Maintain inventory of hardware and software assets and order new equipment as needed

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IT Support Specialist Resume Example:

• Provided comprehensive technical support and maintenance to 50+ end-users across the organization, resolving hardware, software and network issues in a timely fashion
• Reduced helpdesk tickets by over 25% with the implementation of a remote access system
• Collaborated with team to update and maintain Windows & Mac operating systems and installed and configured applications across the organization
• Troubleshot complex network and hardware issues, isolating the source of problems and implementing the most cost-effective solutions
• Assisted in staff training and mentoring initiatives to onboard over 25 new users onto the system
• Offered comprehensive and detailed documentation of IT processes and procedures to better facilitate understanding and usage within the organization
• Quantum leaped helpdesk resolution times with the deployment of automated IT systems
• Performed regular backups and disaster recovery procedures to ensure data security and system integrity
• Optimized network performance and addressed IT security issues to ensure compliance with industry standards
• System installation and maintenance
• Network administration
• Security management
• Diagnosis and troubleshooting of IT issues
• End-user support
• Remote support
• Backup and recovery operations
• IT standard compliance
• Automated IT systems
• Helpdesk management
• Training and mentoring
• Performance optimization
• Network monitoring and optimization
• Documentation and recordkeeping
• Time management and problem-solving ability
• Communication and interpersonal skills
• Knowledge of computer hardware, software and peripherals
• Knowledge of IT standards and protocols
• Knowledge of customer service best practices.
• Information Technology
• Computer Science

Top Skills & Keywords for IT Support Specialist Resumes:

Hard skills.

• Troubleshooting and Problem-Solving
• Network Administration
• Operating System Installation and Configuration
• Hardware and Software Maintenance
• Technical Documentation
• Active Directory Management
• Cloud Computing
• Virtualization
• Firewall Configuration
• Backup and Disaster Recovery
• Remote Desktop Support
• IT Security and Compliance

Soft Skills

• Communication and Interpersonal Skills
• Problem Solving and Troubleshooting
• Attention to Detail and Accuracy
• Time Management and Prioritization
• Adaptability and Flexibility
• Empathy and Customer Service Orientation
• Active Listening and Feedback Incorporation
• Patience and Tolerance
• Analytical and Logical Thinking
• Teamwork and Collaboration
• Technical Aptitude and Knowledge
• Stress Management and Resilience

Resume Action Verbs for IT Support Specialists:

• Troubleshooted
• Collaborated
• Implemented

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Resume FAQs for IT Support Specialists:

How long should i make my it support specialist resume, what is the best way to format a it support specialist resume, which keywords are important to highlight in a it support specialist resume, how should i write my resume if i have no experience as a it support specialist, compare your it support specialist resume to a job description:.

• Identify opportunities to further tailor your resume to the IT Support Specialist job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for IT Support Specialists:

It support analyst, it support manager, it helpdesk, it service manager, it systems analyst, it technical manager, it system administrator, it security analyst.

IT Support Resume: Sample & Guide (Entry Level & Senior Jobs)

Create a standout it support resume with our online platform. browse professional templates for all levels and specialties. land your dream role today.

Are you looking for a new job in IT support? Our IT Support Resume Example article provides a comprehensive guide to help you craft a standout resume. Whether you're a seasoned professional or just starting out in the field, our sample resume and expert tips will help you create a resume that highlights your technical skills and customer service experience. Learn how to make a great first impression and land your dream job in IT support.

We will cover:

• How to write a resume , no matter your industry or job title.
• What to put on a resume to stand out.
• The top skills employers from every industry want to see.
• How to build a resume fast with our professional Resume Builder .
• Why you should use a resume template

What does an IT Support do?

• Provide technical support to employees or customers experiencing IT issues
• Install, configure, and update computer hardware and software
• Troubleshoot and resolve network, hardware, and software problems
• Assist with technology implementation and training
• Monitor and maintain IT systems and infrastructure
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What are some responsibilities of an IT Support?

• Responding to technical support requests from users
• Troubleshooting and resolving hardware and software issues
• Setting up and configuring computer systems and peripherals
• Installing and updating software applications
• Providing training and support to users on new technologies
• Ensuring data security and privacy
• Documenting and maintaining records of IT support activities
• Collaborating with other IT professionals to resolve complex issues

Sample IT Support Resume for Inspiration

Personal Details:

• Name: John Smith
• Email: [email protected]
• Phone: 123-456-7890
• Address: 123 Main Street, Anytown, USA

Summary: John is a dedicated IT Support professional with 5+ years of experience in providing technical assistance to users and resolving related issues. Highly knowledgeable in troubleshooting hardware, software, and network problems. Proven ability to communicate complex technical information to non-technical users in a clear and understandable manner.

Work Experience:

• Provided technical support to employees, resolved hardware and software issues, and managed inventory of IT equipment.
• Collaborated with other teams to implement new IT solutions and upgrades, and conducted user training sessions.
• Responded to support requests via phone, email, and in person, effectively diagnosing and resolving technical issues.
• Handled the setup, configuration, and maintenance of computers, printers, and other hardware.
• Bachelor of Science in Computer Science, Anytown University (2014)
• Strong problem-solving and troubleshooting abilities
• Proficiency in Windows and Mac operating systems
• Knowledge of networking protocols and technologies
• Excellent verbal and written communication skills

Certifications:

• CompTIA A+ Certified
• Microsoft Certified Solutions Expert (MCSE)
• English (Fluent)
• Spanish (Conversational)

Resume tips for IT Support

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need IT Support resume tips. We collected the best tips from seasoned IT Support - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

• Highlight your technical skills and certifications
• Showcase your experience with specific IT systems and software
• Include any customer service or communication skills you have
• Emphasize your problem-solving abilities and attention to detail
• Quantify your achievements, such as reducing downtime or resolving tickets in a timely manner

IT Support Resume Summary Examples

A resume summary or objective is essential in an IT support resume to quickly showcase the individual's skills, experience, and career goals. It provides a brief overview of their qualifications and what they can bring to the role, helping potential employers quickly understand their value and relevance to the position. It also allows the candidate to tailor their resume to match the specific job requirements and stand out as a strong candidate. For Example:

• Experienced IT Support professional with 5+ years of hands-on experience in troubleshooting and resolving technical issues for end users.
• Skilled in providing help desk support, diagnosing hardware and software problems, and implementing solutions to improve system performance.
• Proficient in Windows and Mac operating systems, Microsoft Office suite, and network configurations.
• Knowledgeable in IT security protocols and data backup procedures.
• Strong communication and customer service skills with a focus on delivering exceptional technical support to all levels of users.

Build a Strong Experience Section for Your IT Support Resume

Building a strong experience section for an IT support resume is crucial because it showcases your skills, expertise, and accomplishments. It allows you to highlight your hands-on experience with various technical issues, troubleshooting abilities, and knowledge of different software and systems. A robust experience section can impress potential employers and demonstrate your ability to handle complex IT problems, ultimately increasing your chances of landing interviews and securing a rewarding job in the IT support field. For Example:

• Provided technical support and troubleshooting for software and hardware issues
• Installed and configured operating systems and software on company devices
• Managed and maintained computer networks, including setting up routers and switches
• Responded to user inquiries and resolved problems through remote or onsite assistance
• Performed regular system updates and maintenance to ensure optimal performance
• Assisted in the setup and maintenance of company servers and databases
• Collaborated with cross-functional teams to implement new technology solutions
• Developed and documented IT support procedures and guidelines
• Ensured compliance with IT security protocols and data protection regulations
• Contributed to the implementation of disaster recovery and business continuity plans

IT Support resume education example

An IT Support professional typically needs a minimum of an associate's degree in computer science, information technology, or a related field. Many employers may also require relevant certifications such as CompTIA A+ or Microsoft Certified Professional (MCP). Additionally, ongoing education and training in the latest technologies and systems is essential to stay current in the rapidly evolving field of IT support. Here is an example of an experience listing suitable for a IT Support resume:

• Bachelor of Science in Information Technology, XYZ University, 2015-2019
• Certification in CompTIA A+ Essentials, XYZ Institute, 2020
• Certification in Microsoft Certified Solutions Associate (MCSA), XYZ Institute, 2021

IT Support Skills for a Resume

It is important to add skills for IT Support Resume because it demonstrates to potential employers the range of technical abilities and knowledge that the candidate possesses. Skills such as troubleshooting, networking, and customer service can help to showcase the candidate's capacity to effectively address technical issues and provide support to end users. Additionally, including relevant skills can make the candidate stand out as a qualified and capable IT support professional. Soft Skills:

• Communication:
• Problem-solving:
• Adaptability:
• Critical thinking:
• Time management:
• Customer service:
• Attention to detail:
• Technical Troubleshooting
• Software Installation
• Network Configuration
• Hardware Repair
• Security Management
• SQL Database Management
• Programming Languages
• Server Maintenance
• Cloud Computing
• IT Project Management

Common Mistakes to Avoid When Writing an IT Support Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

• Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
• Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
• Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
• Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
• Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
• Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
• Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a IT Support resume

• Extensive experience in providing technical support and troubleshooting for hardware and software issues
• Demonstrated ability to prioritize and manage multiple tasks in a fast-paced environment
• Excellent communication and customer service skills
• Proficient in diagnosing and resolving technical problems
• Strong knowledge of operating systems, network protocols, and hardware components
• Certifications in IT support and related fields
• Able to work independently and as part of a team
• Experience in documenting and maintaining records of support activities

• Information technology
• IT support resume examples

IT support Resume examples

9 IT support resume examples found

All examples are written by certified resume experts, and free for personal use. Copy any of the IT support resume examples to your own resume, or use one of our free downloadable Word templates. We recommend using these IT support resume examples as inspiration only, while creating your own resume.

Learn more about: how to write a perfect resume

IT help desk technician

Provided superior customer support & service to Comcast’s WiFi customers by answering a full range of customer requests, inquiries, and complaints relating to WiFi services and general inquiries. Answered incoming calls and provide helpdesk support to resolve issues on the server-side and client-side using Retain Helpdesk tool.

• Resolved customer technical issues to ensure all issues are closed in time with the right resolution and highest customer satisfaction.
• Diffused escalated customer situations while setting accurate expectations for issue resolution.
• Documented problems including detection information, diagnostic results, and repair information by utilizing the trouble ticketing system.
• Managed the overall customer call queue to ensure timely response to incoming customer calls.
• Opened tickets and maintained documentation to track tickets through resolution.
• Provided coaching, training new employees on call center operations, troubleshooting techniques, and collaborated on calls with new hires.

IT support specialist

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.

Desktop support technician

Provided Tier I Level support in an onsite/multi-site location for clients. Applied technical knowledge of various current protocols, operating systems, and standards working with engineers. Demonstrated a complete understanding of technical manuals, procedural documentation, and OEM guides.

• Communicated with clients online or by phone to understand descriptions of their computer or network problems.
• Performed PC and computer installation, setup, and maintenance of hardware and software for new and existing users.
• Deployed, configured, and provided performance tuning for Apple, Linux, Windows, and servers with other operating systems.
• Troubleshot hardware and software issues and recommended necessary upgrades and configurations for implementation.
• Analyzed and diagnosed wired and wireless local area networks and made repairs primarily using remote service software.

Provided remote technical support and assistance to clients/customers across the country. Responded to queries by email, phone, and chat, offering assistance on configuration, delivery, maintenance, and troubleshooting various computer systems, software, hardware, and other technical components.

• Utilized standard help desk procedures and processes to document and resolve technical issues for end-user requests.
• Assisted with user access, creation, editing, and troubleshooting in Google Workspace and Active Directory.
• Provided expertise to maintain and support various IT systems while adhering to company and department strategies and standards.
• Troubleshot hardware and software problems and made recommendations for upgrades and configurations implementation.
• Tasked with designing and maintaining Document Libraries, SharePoint sites, workflows, and Google applications in support of business practices.

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.

Respond to inquiries regarding PC systems and programs at user client sites throughout the city. Resolved complex client issues related to servers, desktops, laptops, mobile devices, related software, and applications. Installed and customized microcomputer equipment and software as necessary.

• Delivered technical and programmatic consultation related to the soundness of approach, compliance to technical requirements, and reflection of industry best practices.
• Work with clients to adequately diagnose their problems and walked them through the recommended problem-solving steps.
• Trained clients to work with new computer hardware and software, and peripheral devices including external drives, printers, and terminals.
• Provided business organizations with information about what gives users the most trouble and about other productivity concerns that may exist.
• Directed IS/IT policies, standards, and procedures to support consistent solutions delivery and effective implementation.

Provided expertise on numerous IT systems, delivering a high level of customer service and exceptional technical support for end-user software/hardware. Performed analysis, diagnosis, and resolution to a variety of issues, documenting and maintaining an inventory of all computing equipment and purchases.

• Resolved complex issues requiring detailed applications and systems expertise that have been escalated from Tiers 1 to 3.
• Installed microcomputer hardware and software, customized software patches according to specific requirements, and corrected technical issues.
• Worked onsite and remotely to ensure service tickets, diagnostic programs, and isolation problems are adequately addressed and fixed promptly.
• Reviewed and addressed recurring or escalated issues by bringing technical cost-effective solutions to company executives.
• Configured, deployed, troubleshooted, and resolved issues to software and hardware, peripheral devices, and networks.

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.

Oversee information system needs, evaluates end-user requirements for complex information system management. Build credibility, establish rapport, and effectively communicates with stakeholders and senior leadership. Serves as a technical expert for escalated service issues and ITSM tools. Provides dedicated IT support to C-level executives at the university.

• Managed entire spectrum of technical network support to Finance and Administration’s ABC Local Area Network(LAN) including President’s Office, General Counsel, Board of Supervisors, and University Administration Building.
• Performed data backup, virtual servers, active directory, application installation, security, troubleshooting, and product compatibility.
• Protected network through DNS filtering to reduce the chances of virus and malware. Monitors DNS activity and blocks IP addresses for end-users as needed.
• Examine antivirus status, shared storage space, and network activity, adjusting network equipment and settings to improve system performance.
• Led implementations, installation, upgrades, migrations, migrations, maintenance, support, and optimization of all devices and communication links.
• Created paper-based and digital operating instructions, manuals, troubleshooting instructions, feedback reports, and “frequently asked questions” (FAQs) to help technical support staff and end-users.
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IT Support Officer Resume Examples & Writing Guide for 2024

Navigating the realm of tech? Constructing a stand-out IT support officer resume is critical to ensuring smooth sailing on your career journey. In this guide, we'll illuminate the path to creating a resume that connects with hiring managers and lands you your next IT support job..

Ready to dive in? Follow our tips and tailor an appealing CV that you won’t need to debug:

• Designing the format of your IT support officer resume  
• Creating a compelling resume summary or objective
• Spotlighting key IT support skills that recruiters are hunting for 
• Describing your significant work experiences and key IT projects 
• Including relevant additional sections in your IT support officer resume  
• Unveiling top resources for job-seeking IT support professionals

1. Proper formatting of your IT support officer resume

Despite your exceptional achievements, experience and IT skills any company would go for, you just can’t get an interview for any of the positions you have applied for.

A possible explanation could be that your resume format is as good-looking as uglified Java code.

Here’s how you can spruce up your CV:

• Set one-inch margins on all sides.
• Use white space between your resume sections making it easy to navigate.
• Distribute your sections wisely in order to keep your page count low.
• When listing your work experience and education, use a reverse-chronological order and bulleted lists.
• Select a classic font such as Calibri, Cambria or Arial.
• Unless stated otherwise in the job posting, save your CV as a PDF document. You’ll keep your formatting intact.

Choose your preferred template and make your resume shine. 

Try our AI Resume Writer and have your resume ready in minutes!

2. crafting an appealing resume summary for your it support officer cv.

A well crafted professional summary is like seamless connectivity. 

If you are unable to get the recruiter on your side from the very beginning, you may as well need to troubleshoot your professional statement.

Follow these tips and create a professional summary Oracle wouldn’t say “no” to.

• Keep it brief and to-the-point.
• Use keywords from the job posting.
• Link the key expressions you have selected with your biggest accomplishments.
• Employ impactful language, such as self-motivated , dependable , expertise , increase , mentor , spearhead , develop , etc.
• Quantify your achievements — numbers speak louder than words.
• Mention your exceptional skills.

IT support officer professional profile example

Self-motivated and dependable IT Support Officer with 3+ years of experience providing professional technical support to clients, improving the customer service, and maintaining hardware and software. Outstanding communicator offering extraordinary technological expertise and strong determination to perform excellent work. Increased client satisfaction by 18% within one year.

3. Choosing top IT skills to put on your resume

Not only are your tech skills mind-blowing, but you also have a great memory, you ask the right questions, communicate your ideas clearly and work well under pressure. You’re no Roy Trenneman.

Refer back to the job posting in question, customize your skill-set , and showcase the right competencies in the right place.

The best soft skills for your IT support officer CV

• Outstanding communication
• Time management
• Analytical thinking
• Multitasking
• Teamwork and collaboration
• Decision making skills
• Active listening
• Organizational skills
• Problem solving 

Effective IT support officer hard skills

• Microsoft Office
• Freshdesk, ServiceGuru
• LiveAgent, Zendesk
• Programming languages
• Data analytics

Find out your resume score!

4. Making your IT support officer work experience stand out

If you want to hit the right button with the hiring manager, you will need to tailor your work history to the job you are applying for.

It should be a perfect blend of the right keywords from the job ad, your biggest relevant accomplishments and exceptional IT skills.

IT support officer work experience resume section example

Bravestorm Studios, Austin, Texas IT Support Officer 2017 – 2021

• Provided excepcional technical support to clients.
• Identified and investigated network issues, maintained and upgraded hardware and software, and assisted in the server installation.
• Worked on the constant improvement of customer service and satisfaction with provided services — increased by 18% within one year.
• Mentored a team of 12 professionals on completing system backups, configuring desktops and printers.
• Recognized by executives for performing exceptional work. 

5. Highlighting your IT support officer education

If you were wondering how to upgrade your education section and make it count, wonder no more. Add relevant achievements, and hit the jackpot.

Even activities that may seem to be only loosely connected to the IT field might bear fruit. Were you a member of the Debate Club? This may convey your great communication skills. And who wouldn’t welcome an outstanding communicator in their team?

IT support officer education section example

Massachusetts Institute of Technology,United States MA in Computer Science 2008-2013

• Among top 5% of the program
• The 2012 Academic Excellence Award winner
• Member of Debate Club and Physics Society

6. Adding relevant additional sections to your IT support officer resume

You have drafted great resume sections so far, but that might not be enough.

There are 200 applicants for the same position, and many of them have quite competitive resumes too. How to get ahead of them?

One way is to include relevant extra sections that have contributed to your brilliant IT skills.

Pick sections that fits your professional profile and make your resume shine:

• Accomplishments
• Language Skills
• Computer science projects

Certifications

Volunteering activities

Conferences

• Google IT Support Professional Certificate, April 2019
• Oracle OpenWorld, March 2020
• Provided technical support and troubleshooting assistance to staff members, ensuring smooth operation of computer systems and software.
• Assisted in the setup and maintenance of hardware, including computers, printers, and networking equipment.
• Conducted training sessions to educate employees on basic IT skills and best practices for cybersecurity.

7. Essential job search resources for IT support officers

Paving your career pathway in IT support requires the right roadmap. To help you navigate, we've assembled a list of resources that will aid in your job hunt:

• Tech-specific job sites:  Amplify your search with job boards that specialize in tech roles, such as Dice , TechFetch , and Indeed's tech-focused listings.
• Professional networking platforms:   LinkedIn remains a valuable resource for job postings, industry news, and networking opportunities.
• IT forums and communities:  Websites like Spiceworks Community or Tech Support Forum  offer spaces to connect with other IT professionals and occasionally, uncover job opportunities.
• Tech industry events and conferences:  Events like TechCrunch Disrupt or Microsoft Inspire can provide industry insights, professional development, and crucial networking opportunities.
• Online learning platforms:  Pluralsight , Udacity , Coursera , and Lynda offer courses relevant for IT support officers, and sometimes, host job boards as well.

Remember, the secret to securing your dream IT support officer role lies not only in a stellar resume but also in leveraging these avenues. So, log on and stay connected. Your next employer is just a keystroke away.

IT Support Officer Resume FAQ

What should i prioritize in my it support officer resume.

Your technical skills and relevant certifications should take center stage. However, be sure to highlight your problem-solving abilities, excellent communication capabilities, and experience handling real-world IT issues, which are often vital for IT support roles.

How do I demonstrate my communication skills in an IT support resume?

Provide examples from your previous experience where you effectively communicated complex technical concepts to non-technical colleagues or clients. Any experience with training or documentation can also serve as strong proof of your communication skills.

I'm an entry-level candidate. Can I still make an effective IT support officer resume?

Absolutely! While specific job experiences might be limited, reference any relevant internships, coursework, and certification you've achieved. Also, be sure to highlight your technical knowledge and problem-solving skills.

What if I lack certain technical skills listed in the job description?

No candidate is going to have 100% of the skills listed  — focus on your strongest areas and demonstrate an eagerness and capability to learn. Showing flexibility and adaptability can be more valuable than a specific technical skill.

Is it necessary to get my IT support officer resume reviewed?

A review by a trusted colleague or mentor can be invaluable. They can spot errors, offer insight on how to better highlight your skills and achievements, and ensure your resume is as strong as possible before you hit 'submit'.

Julia Gergelova

Julia is a Certified Professional Résumé Writer (CPRW™) and an active member of the Professional Association of Résumé Writers & Career Coaches (PARWCC™). She is also a passionate translator and graphic designer. Julia holds degrees in translation and interpretation and has international work experience in various countries across Europe, as well as in China and Panama. Julia formerly taught academic writing and contributed as a graphic designer to outlets such as The Business of Business. You'll often find her with a book in one hand and a specialty coffee in the other, always on the lookout for new insights.

All IT resume examples

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How to write a professional resume summary [+examples], how to put your education on a resume [+examples], how to describe your work experience on a resume [+examples], let your resume do the work..

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Entry-Level IT Support Specialist Resume Examples: Proven To Get You Hired In 2024

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• Entry-Level IT Support Specialist Resume Tips

Entry-Level IT Support Specialist Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., entry-level it support specialist resume sample.

As the name suggests, this professional is relatively new in the industry. You will most likely be coming in as an intern or junior professional and will assist or answer to a more senior member of the department. You may be assigned the easier or more mundane tasks, to begin with, as you prove your abilities. You will be required to have a strong I.T. educational background, and any extra I.T.-related certification would be very beneficial as well. Here is an impressive entry-level I.T. support specialist resume to draw from.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your entry-level it support specialist resume in 2024,    enhance your resume by pursuing certification..

Because you may have limited experience to impress recruiters with, impress them instead with your qualifications. Go the extra mile by not only having an I.T.-related degree but also pursuing I.T.-related certification. It shows recruiters your dedication to the profession and puts you above your competition.

   Quantify the value addition of your work.

If you are lucky enough to have experience already, you will want to show recruiters your value addition to your previous employers. An easy way to do this is to use numbers and metrics to show recruiters how many people you supported or how your work positively affected efficiency or the bottom line.

IT Helpdesk Analyst Resume Sample

It technician resume sample, it support analyst resume sample.

As a hiring manager who has recruited for IT Support Specialist roles at companies like Google, Microsoft, and Apple, I've reviewed hundreds of resumes. The best resumes that caught my attention and led to interviews had a few things in common. In this article, I'll share some of those tips that can help you create a strong resume for an entry-level IT Support Specialist position.

   Highlight your technical skills

As an entry-level IT Support Specialist, it's important to showcase your technical skills on your resume. This includes your knowledge of:

• Operating systems like Windows, macOS, and Linux
• Hardware components like motherboards, RAM, and hard drives
• Networking concepts like TCP/IP, DNS, and DHCP
• Troubleshooting techniques and tools

Don't just list these skills; provide specific examples of how you've used them. For instance:

• Resolved 50+ hardware and software issues per week, including troubleshooting blue screen errors, replacing faulty RAM, and configuring network settings
• Set up and maintained 20 Windows 10 workstations, ensuring 99% uptime

   Emphasize your customer service experience

IT Support is not just about technical skills; it's also about providing excellent customer service. Highlight any customer-facing roles you've had, even if they weren't in IT. For example:

• Worked as a retail sales associate, assisting 50+ customers daily and receiving 95% positive feedback on customer surveys
• Volunteered at a local library, helping patrons troubleshoot basic computer and printer issues

Avoid simply listing 'customer service' as a skill without providing context:

• Customer service skills
• Good with customers

   Include relevant projects and certifications

As an entry-level candidate, you may not have much professional IT experience. However, you can still showcase your skills and passion for the field by including relevant projects and certifications on your resume. For example:

• Built a gaming PC with custom water cooling, demonstrating knowledge of computer hardware and assembly
• Completed the CompTIA A+ certification, covering hardware, networking, troubleshooting, and more

Don't include projects or certifications that aren't relevant to IT support, such as:

• Designed a website for a friend's business
• Certified in graphic design

   Tailor your resume to the job description

Every company has different needs and priorities for their IT Support Specialists. Tailor your resume to the specific job you're applying for by:

• Using keywords from the job description, such as specific technologies or skills mentioned
• Highlighting experiences and projects that are most relevant to the role
• Customizing your resume summary or objective statement to the company and position

For instance, if a job description emphasizes experience with cloud technologies, you could include a project like:

• Migrated 500GB of data from on-premises servers to AWS, reducing costs by 30% and improving data accessibility

   Use metrics to quantify your impact

Whenever possible, use numbers and metrics to quantify your achievements and impact. This helps hiring managers understand the scale and significance of your contributions. For example:

• Resolved an average of 30 support tickets per day, with a 95% customer satisfaction rating
• Implemented a new ticketing system that reduced average resolution time by 25%
• Created a knowledge base with 50+ articles, reducing support requests by 20%

Avoid vague or unquantified statements like:

• Resolved many support tickets daily
• Improved customer satisfaction
• Created a knowledge base

   Highlight your problem-solving skills

As an IT Support Specialist, your primary role is to solve problems for users. Emphasize your problem-solving skills by including specific examples of how you've troubleshot and resolved issues. For instance:

Investigated and resolved a complex network connectivity issue affecting 50+ users by identifying a faulty switch and implementing a workaround, restoring connectivity within 2 hours

Avoid generic statements that don't demonstrate your problem-solving process:

Solved problems for users

By highlighting your technical skills, customer service experience, relevant projects, and problem-solving abilities, you can create a compelling resume that stands out to hiring managers and increases your chances of landing an entry-level IT Support Specialist role.

Writing Your Entry-Level IT Support Specialist Resume: Section By Section

  summary.

While a resume summary is optional, it can be a valuable addition for entry-level IT support specialists. A well-crafted summary allows you to provide context and highlight key qualifications that may not be immediately apparent from your work history. This is particularly useful if you are transitioning into IT from another field or have limited professional experience.

However, it's essential to avoid using an objective statement, as these are outdated and focus on your goals rather than the value you bring to the employer. Instead, use the summary to showcase your most relevant skills, experiences, and achievements tailored to the IT support specialist role.

To learn how to write an effective resume summary for your Entry-Level IT Support Specialist resume, or figure out if you need one, please read Entry-Level IT Support Specialist Resume Summary Examples , or Entry-Level IT Support Specialist Resume Objective Examples .

1. Highlight your technical skills and certifications

As an entry-level IT support specialist, emphasizing your technical skills and certifications is crucial. Hiring managers want to know that you have the foundational knowledge and abilities to excel in the role. Use your summary to showcase your proficiency in key areas such as:

• Operating systems (e.g., Windows, macOS, Linux)
• Networking and troubleshooting
• Hardware and software installation and configuration
• Relevant certifications (e.g., CompTIA A+, Network+, ITIL Foundation)

Here's an example of how to effectively highlight your skills and certifications:

CompTIA A+ certified IT support specialist with a strong foundation in troubleshooting, hardware and software installation, and network configuration. Proficient in Windows and macOS environments, with experience providing remote and on-site technical support to diverse user groups.

2. Demonstrate your customer service and communication abilities

In addition to technical skills, IT support specialists must possess excellent customer service and communication abilities. Your summary should touch on your experience or aptitude in these areas, as you'll be interacting with users who may have varying levels of technical knowledge.

Avoid simply listing soft skills like "excellent communication skills" or "customer-focused." Instead, provide concrete examples or outcomes that demonstrate these abilities:

• Strong communication and interpersonal skills
• Proven ability to provide exceptional customer service

Instead, try something like:

• Experienced in translating complex technical concepts to non-technical users, ensuring clear understanding and resolution of issues
• Consistently praised by users for patient, empathetic approach to problem-solving, resulting in high customer satisfaction ratings

  Experience

The work experience section is the heart of your resume. It's where you show hiring managers that you have the right experience for the job. When writing your work experience section, focus on your achievements and results rather than just listing your responsibilities.

Here are some tips to help you write a strong work experience section for your entry-level IT support specialist resume:

1. Highlight your technical support experience

Employers want to see that you have experience providing technical support. If you have worked in a help desk or technical support role, make sure to highlight this experience in your work experience section.

For example:

• Provided technical support to 50+ users daily, troubleshooting issues with hardware, software, and network connectivity
• Resolved 90% of user issues on first contact, reducing ticket escalation and improving user satisfaction

If you don't have direct technical support experience, look for other experiences where you provided customer service or solved problems. For example:

• Assisted customers with product selection and troubleshooting as a retail sales associate
• Developed and implemented a new inventory management system as a warehouse worker, reducing stockouts by 25%

Use numbers and metrics whenever possible to quantify your achievements. Employers love to see concrete evidence of your skills and impact.

2. Showcase your technical skills

As an IT support specialist, you need a strong foundation in various technologies. Use your work experience section to showcase the technical skills you have developed.

Some examples:

• Configured and maintained Windows 10 and Mac OS X workstations for 200+ users
• Administered Office 365 and Google Workspace accounts, ensuring proper user access and security
• Supported iOS and Android mobile devices using MDM solutions like AirWatch and MobileIron

Be specific about the technologies you have used, and include any relevant certifications or training.

Tailor your technical skills to the job description. Use the Targeted Resume tool to check if your resume includes the right keywords and skills for the job.

3. Use strong, relevant action verbs

When describing your work experience, use strong action verbs that demonstrate your skills and achievements. Avoid generic phrases like "responsible for" or "participated in."

Good action verbs for an IT support specialist include:

• Troubleshot
• Administered
• Implemented
• Responsible for troubleshooting user issues

Instead, write:

• Troubleshot and resolved user issues with hardware, software, and network connectivity

Use varied action verbs throughout your work experience section to keep it engaging and highlight different aspects of your skills and experience.

4. Highlight your achievements and impact

Employers want to know not just what you did, but how well you did it. Use your work experience section to highlight your achievements and the impact you had in your previous roles.

• Provided technical support to users
• Provided technical support to 50+ users daily, achieving a 95% customer satisfaction rating and reducing ticket resolution time by 30%

Quantify your achievements whenever possible, using metrics like:

• Number of users supported
• Percentage of issues resolved on first contact
• Average ticket resolution time
• Customer satisfaction ratings
• Cost savings or productivity improvements

If you're having trouble quantifying your achievements, the Score My Resume tool can help. It analyzes your resume and provides feedback on how to improve your use of metrics and achievements.

  Education

The education section of your resume is an important part of your application for an entry-level IT support specialist position. It's where you show the hiring manager that you have the knowledge and skills needed to do the job. Here are some tips to help you write a strong education section.

1. List your degrees or diplomas most relevant to IT support

If you have a degree or diploma that's related to IT support, make sure to list it first. This could be a bachelor's degree in computer science, information technology, or a related field. If you don't have a degree, you can list relevant diplomas or certificates you've earned.

Here's an example of how to list your education:

Bachelor of Science in Computer Science University of ABC, Anytown, ST Graduated: May 2022

2. Include relevant coursework, projects or skills gained

If you're a recent graduate or have limited work experience, you can boost your education section by listing relevant coursework, projects, or skills you gained during your studies. This shows the hiring manager that you have hands-on experience with the technologies and concepts used in IT support.

• Relevant coursework: Network Administration, Database Management, Cybersecurity Fundamentals
• Senior project: Developed a ticketing system for the university's IT department using Python and MySQL
• Skills gained: Troubleshooting, technical support, Windows Server, Active Directory, TCP/IP

3. Keep the education section short if you have extensive experience

If you have several years of IT support experience, you don't need to go into a lot of detail in your education section. Just list your degree, school name, and graduation year. The focus should be on your work experience instead.

Here's an example of what not to do:

Bachelor of Arts in English Literature University of XYZ, Somewhere, ST Graduated: May 2005 Relevant coursework: Creative Writing, British Literature, Literary Theory, Shakespeare Senior thesis: An analysis of themes in the works of Jane Austen

Instead, keep it short and simple:

B.A. English Literature, University of XYZ

  Skills

The skills section of your resume is one of the most important sections that hiring managers and recruiters look at. It's a quick way for them to see if you have the specific skills they need for the role. When writing your skills section, be strategic and thoughtful about what you include.

Here are some key tips to keep in mind as you write your skills section for an entry-level IT support specialist position:

1. Understand how applicant tracking systems work

Many companies use applicant tracking systems (ATS) to automatically scan resumes for specific keywords related to the job. If your resume doesn't contain enough of the right keywords, it may never make it to a human reviewer.

To make sure your resume gets past the ATS, carefully review the job description and include relevant skills and keywords in your skills section. For example:

Operating Systems : Windows 10, macOS, Linux Networking : TCP/IP, DNS, DHCP, VPN Troubleshooting : Remote desktop, command line, ticketing systems

Use a tool like Resume Worded's Targeted Resume to analyze your resume against a specific job description. It will tell you exactly which skills and keywords you're missing so you can optimize your resume accordingly.

2. Focus on technical skills and tools

As an entry-level IT support specialist, hiring managers will be looking for specific technical skills and knowledge. Focus your skills section on hard skills, tools, and technologies relevant to the job.

Avoid listing soft skills like "communication" or "problem-solving." While important, these are better demonstrated through your work experience. Instead, emphasize skills like:

• Network troubleshooting
• Security best practices
• Specific operating systems, tools, and ticketing systems

Unsure if your technical skills are up to par? Run your resume through Score My Resume for instant feedback on your skills section and other key areas hiring managers care about.

3. Organize skills into categories

Grouping your skills into categories can make your skills section easier to read and highlight your expertise in different areas. Common categories for IT support might include:

• Operating Systems
• Customer Service

Under each category, list your specific skills in a comma-separated format. For example:

Operating Systems : Windows 10, Windows 7, macOS, Linux, iOS, Android

Keep your skills section skimmable by using short phrases rather than complete sentences. Recruiters should be able to quickly scan and understand your proficiencies.

4. Tailor skills to the job description

One of the biggest mistakes job seekers make is using the exact same resume to apply for different positions. If a skill isn't relevant to the specific job you're applying for, leave it off.

Compare these two examples:

Skills : Technical support, Linux, Photoshop, team player, Microsoft Office, creative problem-solving, phone etiquette, Windows, dog grooming

Technical Skills Operating Systems : Windows 10, Windows 7, Linux, macOS Networking : TCP/IP, DNS, DHCP, Cisco routers Tools : ServiceNow, Zendesk, Jira, Splunk Customer Service Skills Technical support Troubleshooting Phone and email etiquette

The first example contains irrelevant and vague skills, while the second is tailored to an IT support role.

Avoid listing outdated technical skills that may make recruiters question if your knowledge is current. Skip anything more than 10 years old unless it's still widely used in the industry.

Skills For Entry-Level IT Support Specialist Resumes

Here are examples of popular skills from Entry-Level IT Support Specialist job descriptions that you can include on your resume.

• Service Desk
• Information Technology
• Computer Hardware
• Web Development
• IT Hardware Support

Technical Support

Skills word cloud for entry-level it support specialist resumes.

This word cloud highlights the important keywords that appear on Entry-Level IT Support Specialist job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

Similar resume templates, cloud engineer.

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Resume Guide: Detailed Insights From Recruiters

• IT Specialist Resume Guide & Examples for 2022

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Entry-Level IT Support Specialist Resumes

• Template #1: Entry-Level IT Support Specialist
• Template #2: Entry-Level IT Support Specialist
• Template #3: IT Helpdesk Analyst
• Template #4: IT Technician
• Template #5: IT Support Analyst
• Skills for Entry-Level IT Support Specialist Resumes
• Free Entry-Level IT Support Specialist Resume Review
• Other Engineering Resumes
• Entry-Level IT Support Specialist Interview Guide
• Entry-Level IT Support Specialist Sample Cover Letters
• Alternative Careers to a Information Technology Specialist
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• Resume Action Verbs

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IT Support Resume Examples

Writing a great it support resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.

Create your resume Select from 7 professional resume templates

If you're looking for inspiration when it comes to drafting your own it support resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the it support job you're after.

or download as PDF

Essential Components for Crafting an Effective IT Support Resume

An IT Support resume is a critical tool for job seekers in the tech industry, serving as a reflection of their technical prowess, problem-solving skills, and customer service abilities. A well-constructed resume can set a candidate apart in a competitive job market, emphasizing their suitability for IT support roles.

Let's explore the key elements that constitute a standout IT Support resume, offering insights into what each section should encompass and tips for making a memorable impression on hiring managers.

Contact Information

At the top of your resume, ensure your contact information is prominent and current. Include your full name, phone number, and a professional email address. Consider adding a LinkedIn profile or professional social media links if they present your qualifications effectively.

While a home address is optional, city and state suffice if included. Accuracy here is non-negotiable, as any errors could lead to missed job opportunities.

• Phone Number
• Email Address
• LinkedIn Profile (Optional)
• Social Media Accounts (Optional)
• Home Address (Optional)

Professional Summary or Objective

This brief section should encapsulate your IT support expertise and career goals. Highlight your technical skills, problem-solving abilities, and customer service experience. Tailor your summary or objective to align with the job description, ensuring it resonates with the hiring manager.

Related: Top IT Support Analyst Resume Objective Examples

Skills and Competencies

Detail your technical skills and competencies, aligning them with the job requirements. Include software and hardware knowledge, troubleshooting expertise, and customer service prowess. Certifications like CompTIA A+ or CCNA can be highlighted here to underscore your qualifications.

Related: IT Support Analyst Skills: Definition and Examples

Work Experience and Achievements

Chronologically list your work history, emphasizing responsibilities and quantifiable achievements. Use action verbs to describe your roles and include any relevant technology and tools you've used. This section should paint a picture of your hands-on experience and successes in IT support.

Certifications and Training

Certifications and ongoing training are vital, showcasing your commitment to professional development. List any relevant certifications, the issuing institutions, and completion dates. Explain how these have enhanced your skills and contributed to your professional growth.

Related: IT Support Analyst Certifications

Education Background

Starting with your highest degree, list your educational credentials, focusing on those pertinent to IT support. Include any specializations, minors, or relevant courses that prepare you for the role. Professional certifications should also be listed in this section.

References or Testimonials

Endorsements from colleagues, supervisors, or clients can significantly bolster your resume. Choose references who can attest to your IT support skills and ensure they are prepared to provide positive feedback. Including direct quotes or commendations can also be a powerful addition.

By meticulously addressing each of these sections, your IT Support resume will not only demonstrate your technical qualifications but also your dedication to the field and your potential as a valuable team member.

Related Resume Examples

• IT Support Analyst
• IT Support Specialist
• IT Operations Manager
• IT Program Manager
• IT Security Engineer
• IT Project Coordinator

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IT Support Engineer Resume Examples

Writing a resume for an IT Support Engineer role can be daunting, especially when you are trying to showcase your technical aptitude and highlight your relevant work experience. Crafting a strong resume is a key component of the job search process, helping you stand out from the competition and present yourself in the best light possible. This guide can help you create a compelling resume for IT Support Engineer roles, and provide you with examples to help you get started.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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IT Support Engineer

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am an experienced IT Support Engineer with 6+ years of experience in supporting IT systems, managing personnel, and troubleshooting hardware and software issues. My expertise lies in deploying, maintaining, and troubleshooting computer networks and systems. I possess excellent interpersonal, communication, and problem- solving skills. I am comfortable working in both Windows and Mac operating systems and have a deep understanding of local area networks (LANs). In addition, I have a proven track record of providing outstanding technical support to customers.

Core Skills :

• Good knowledge of Windows and Mac Operating Systems
• Ability to troubleshoot hardware and software problems
• Skilled in supporting IT systems and networks
• Strong problem- solving and communication skills
• Excellent customer service skills

Professional Experience : IT Support Engineer, ABC Company, 2014- Present

• Provide technical support to customers and employees
• Install, configure, and maintain computer hardware and software
• Troubleshoot network and system issues
• Implement security measures for networks and systems
• Develop and implement IT policies and procedures
• Train users on the use of hardware and software

Education : Bachelor of Science in Computer Science, ABC University, 2014 Certificate in Networking, ABC College, 2012 Certificate in IT Support, ABC Institute, 2011

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IT Support Engineer Resume with No Experience

Recent college graduate with a Bachelor of Science in Information Technology and a commitment to providing quality IT support. Enthusiastic about troubleshooting IT issues and providing end- user support, with a strong desire to learn and grow.

• Excellent communication skills
• Knowledge of IT systems and software
• Excellent problem- solving and troubleshooting skills
• Strong organizational skills
• Ability to stay up to date with new technologies

Responsibilities

• Respond to customer inquiries in a timely and efficient manner
• Troubleshoot IT issues and provide solutions
• Install and configure hardware, software, and networks
• Ensure all IT systems are functioning properly
• Provide training and technical support to end users
• Research and recommend new technology solutions
• Maintain documentation and records of system updates and repairs

Experience 0 Years

Level Junior

Education Bachelor’s

IT Support Engineer Resume with 2 Years of Experience

Results- oriented IT Support Engineer with two years of experience in providing technical advice and solving hardware, software and network related issues. Skilled in customer service, information systems and problem solving. Able to provide timely and effective solutions to complex technical problems. Excellent communication, organizational and project management skills.

• Technical Support
• Hardware/Software Troubleshooting
• Network Maintenance
• Remote Access
• Data Backup/Restoration
• Customer Service
• PC/Server Configuration
• Problem Solving
• Time Management

Responsibilities :

• Installed, configured and troubleshoot hardware, software, and network related issues
• Provided technical assistance to customers over the phone and in person
• Provided remote technical assistance to customers
• Resolved hardware and software issues in a timely manner
• Created and maintained detailed documentation of hardware and software configurations
• Performed regular maintenance on hardware, software and network systems
• Assisted in the training and development of end users
• Developed and implemented system and network security policies
• Monitored server performance and network health
• Managed user accounts and application access

Experience 2+ Years

IT Support Engineer Resume with 5 Years of Experience

I am an experienced IT Support Engineer with 5 years of experience providing hardware and software technical assistance and troubleshooting. I have excellent troubleshooting, customer service, and problem- solving skills. I have an eye for detail and am capable of working independently or as part of a team. I possess solid knowledge of Windows and Mac OS, networking, and server administration. I am confident that I could be an asset to any organization that I work with.

• Strong knowledge of Windows and Mac OS
• Experience with server administration
• Solid understanding of networking
• Extensive troubleshooting and problem- solving skills
• Ability to work independently or as part of a team
• Attention to detail
• Provide technical assistance and troubleshooting to customers
• Resolve hardware and software issues
• Install, configure, and maintain computer systems
• Perform system updates and upgrades
• Monitor server performance and status
• Resolve network and connectivity issues
• Maintain documentation and update system configurations
• Develop and implement security policies

Experience 5+ Years

Level Senior

IT Support Engineer Resume with 7 Years of Experience

Dedicated, professional IT professional with 7+ years of experience in IT support, software development and systems engineering. Possesses advanced knowledge of a broad range of programming languages and platforms, including C++, Java, JavaScript, and Python, as well as Microsoft SQL Server and Oracle. Experienced in troubleshooting, problem resolution and software development. Possesses effective communication skills and excellent customer service skills.

• Software Development
• Systems Engineering
• Troubleshooting
• Programming Languages
• Database Management
• Provided technical support for in- house systems, software and hardware.
• Resolved customer inquiries, both in person and over the telephone.
• Developed software applications and systems for clients, including database management and scripting.
• Installed and configured computer networks for clients.
• Created detailed documentation for complex procedures and processes.
• Assisted in the maintenance, troubleshooting and repair of server and computer systems.
• Provided training and ongoing support to end users.
• Performed routine system administration tasks, including user account setup and maintenance.

Experience 7+ Years

IT Support Engineer Resume with 10 Years of Experience

A highly motivated and experienced IT Support Engineer with over 10 years of experience in providing software and hardware related technical support to both customers and client organizations. Skilled in troubleshooting and resolving complex network issues, maintenance of IT assets, and providing IT support for multiple operating systems. Experienced in managing and configuring IT infrastructure, and in implementing various IT solutions.

• Hardware & Software Troubleshooting
• Windows Server & Desktop Support
• Network Maintenance & Management
• IT Asset Management
• Technical Customer Support
• IT Infrastructure Configuration
• Systems Implementation & Automation
• Data Security & Backup Solutions
• Provided technical support to customers in need of assistance with varied software and hardware related issues.
• Performed troubleshooting and resolved complex network issues.
• Provided IT support for multiple operating systems.
• Managed and configured IT infrastructure.
• Implemented various IT solutions.
• Monitored, updated, and maintained all hardware and software assets.
• Assisted with the installation and configuration of hardware and software products.
• Configured and maintained data backup solutions.
• Performed system security management and data security operations.
• Provided technical support and guidance to customers.
• Assisted with network management and maintenance.
• Performed system automation and deployment.

Experience 10+ Years

Level Senior Manager

Education Master’s

IT Support Engineer Resume with 15 Years of Experience

Highly experienced IT Support Engineer with 15 years of hands- on experience in troubleshooting, configuring, and repairing a wide range of network infrastructure devices and software applications. Skilled in implementing, maintaining, and administering data networks, while working collaboratively with various departments and external vendors. Adept at meeting SLAs and providing timely resolution to customer issues. Proven ability to work independently and in team environments.

• Networking & Infrastructure Administration
• Active Directory & Group Policy Management
• Systems Design & Architecture
• Network Security
• System Troubleshooting & Maintenance
• Technical Support & Documentation
• Vendor Relations & Negotiation
• Deployed, configured and maintained Windows Servers and workstations, LAN/WAN and other network devices
• Managed and maintained Active Directory, Group Policy, and other user and system resources
• Analyzed and troubleshooted a variety of technical issues related to server, workstations, and network infrastructure
• Ensured system stability, reliability, and compliance with latest security standards
• Assisted with the design and implementation of corporate data/voice networks
• Provided 24/7 technical support to end users and other IT staffs
• Drafted and maintained technical documentation and procedures

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a IT Support Engineer resume?

When applying for an IT Support Engineer role, having an effective resume is crucial to make a great first impression on potential employers. Here are the top components to include in an IT Support Engineer resume:

• Work Experience: List your work experience in order of relevance, starting with your most recent job. Include the name of the employer, job title, dates employed, and a brief overview of your job responsibilities.
• Technical Skills: List the operating systems, programming languages, hardware, and other IT-related skills that you are proficient in.
• Certifications: Include any IT-related certifications that you have achieved.
• Education: List your educational background including degrees and any specialized IT training.
• Personal Projects: List any personal or open-source IT projects that you have completed.
• Soft Skills: Include any transferable skills that you possess such as problem solving, communication, and interpersonal skills.

By including these components in your IT Support Engineer resume, you can present yourself as an experienced, qualified professional who is ready to hit the ground running in a new position.

What is a good summary for a IT Support Engineer resume?

An IT Support Engineer resume should focus on the candidate’s skill in troubleshooting and resolving complex technical issues, as well as their experience with a variety of hardware and software systems. They should have a good understanding of networking, be able to work independently and as part of a team, and have strong problem-solving and analytical skills. The resume should also highlight the candidate’s ability to effectively communicate with users and colleagues, as well as their proficiency in writing technical documentation. Candidates should include any certifications or experience they may have related to their field, as well as any relevant education or training.

What is a good objective for a IT Support Engineer resume?

A IT Support Engineer plays a critical role in keeping businesses running and up to date on hardware and software. Having a good objective on a resume can help to capture the attention of potential employers and set the tone for the rest of the resume. A good objective for a IT Support Engineer resume should highlight the candidate’s technical expertise, ability to troubleshoot and solve problems, customer service experience, and desire to learn and stay up to date with the newest technology.

Here are some examples of objectives for a IT Support Engineer resume:

• Utilize my 5+ years of customer service and technical experience to provide high quality IT support to clients
• Proactively identify and resolve technical issues and maintain optimal performance of all systems
• Leverage my experience in network configuration, software and hardware installation, and system troubleshooting to provide excellent IT support
• Effectively communicate technical requirements and solutions to non-technical users
• Develop customer service skills to understand customer needs and determine the best solutions
• Remain current on the latest developments in IT and use that knowledge to provide the best possible service

How do you list IT Support Engineer skills on a resume?

When writing your resume, leveraging the right set of IT Support Engineer skills can help you stand out from the competition. Depending on the job description and your experience, there are certain skills you should include in your resume to demonstrate your expertise. In this blog, we’ll discuss a list of IT Support Engineer skills to consider including on your resume.

Generally, IT Support Engineers should possess strong technical analysis, troubleshooting, and problem-solving skills. As an IT Support Engineer, you’ll be responsible for helping users navigate technology, providing technical support and training, and resolving any technical issues that arise.

To get started on your resume, first consider what type of IT Support Engineer role you’re applying for. Once you have identified the role you’re applying for, you can start to build out your list of IT Support Engineer skills.

Below are some of the most important IT Support Engineer skills to list on your resume:

• Technical Troubleshooting: Ability to identify and resolve software, hardware, and networking issues.
• User Support: Ability to provide technical assistance and user support to customers and users.
• Hardware Maintenance: Ability to configure, repair, and replace hardware components.
• Network Maintenance: Proficiency in configuring, monitoring, and maintaining networks.
• Database Administration: Knowledge of database concepts and the ability to create, maintain, and troubleshoot databases.
• Operating Systems: Knowledge of different operating systems, including Windows, Linux, and Mac OS.
• Cloud Computing: Ability to manage and configure cloud-based systems and applications.
• Security: Knowledge of data security protocols and best practices.
• Communication: Strong verbal, written, and interpersonal communication skills.

By including these IT Support Engineer skills on your resume, you can show potential employers that you have the technical know-how and skillset to be a successful IT Support Engineer.

What skills should I put on my resume for IT Support Engineer?

A resume for an IT Support Engineer role should include a well-rounded set of skills that showcase your technical abilities and knowledge. Here are some of the skills you should include on your resume:

• Troubleshooting: Identify, assess, and resolve technical issues quickly and efficiently.
• Analytical Thinking: Analyze customer’s problems and provide tailored solutions for them.
• Communication: Communicate technical solutions in a clear and concise manner to customers.
• Networking: Have a good understanding of networking components and systems.
• Technical Documentation: Create user manuals and technical documents for customers.
• Customer Service: Provide customer service that meets customer’s needs and expectations.
• Project Management: Manage multiple projects and tasks simultaneously.
• System Administration: Install, configure, and maintain servers, systems, and networks.
• Security: Implement security protocols to ensure customer data is secure.

Key takeaways for an IT Support Engineer resume

Writing a resume can be challenging for many job seekers, and IT Support Engineers, in particular, may be unsure of how best to showcase their skills and experience. As an experienced IT Support Engineer, you have a lot to offer potential employers. To effectively communicate your value, you need to highlight your technical skills and other relevant experiences in a clear and concise manner.

When crafting your resume, you should consider the following key takeaways to ensure that your qualifications stand out:

• Highlight Your Technical Knowledge: IT Support Engineers are required to understand and troubleshoot a variety of complex technologies. Showcase your technical knowledge by highlighting the specific technologies that you are proficient in. For example, you might include details about your experience with Linux, Windows, and Mac OS systems, as well as others.
• Demonstrate Problem Solving Skills: Employers are looking for IT Support Engineers who can identify, diagnose, and resolve problems quickly and efficiently. Highlight your problem solving skills by demonstrating the types of challenges you have faced and how you have successfully resolved them.
• Showcase Your Communication Skills: IT Support Engineers also need to be able to communicate complex technical information in an easy-to-understand manner. Showcase your communication skills by highlighting your ability to explain technical concepts to non-technical individuals.
• Include Related Experience: IT Support Engineers often come from a variety of backgrounds. If you have experience in related fields, such as customer service or help desk support, be sure to include it in your resume. This can help you stand out from other applicants and demonstrate your versatility.

By following these key takeaways, you can ensure that your resume stands out from other applicants and effectively showcases your skills and experience as an IT Support Engineer.

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IT Support job description: A Complete Guide

IT Support is the backbone of any organisation, ensuring that all technological functions run smoothly. This blog explores an IT Support Job Description, covering responsibilities, essential skills, and salary expectations comprehensively. Let's delve into the details and explore what it takes to be proficient in this role!

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What exactly does an IT Support Job Description entail? Think of it as the comprehensive blueprint for keeping an organisation's technology running effortlessly. IT Support professionals are crucial in maintaining and troubleshooting computer systems and networks, ensuring minimal downtime and maximum productivity. 

But there's more to IT Support than just technical wizardry. It’s about excellent communication and top-notch customer service. These professionals must understand users' needs, provide clear solutions, and build trust. This combination not only resolves issues but also enhances overall workplace productivity. Join us as we explore the IT Support Job Description, highlighting key responsibilities, essential skills, and salary expectations. 

Table of Contents  

1) What does IT Support do? 

2) Responsibilities of an IT Support role 

3) Skills and qualifications for IT Support 

4) Examples of IT Support Job Description 

5) Factor affecting IT Support professionals’ salary 

6) Conclusion 

What does IT Support do?  

IT support professionals are essential problem solvers, serving as the go-to experts when technology fails. Their major role is to maintain and troubleshoot computer systems and networks within an organisation, ensuring smooth and efficient operations. 

IT Support professionals handle everything, including hardware and software installation to system performance monitoring. They reduce interruption and increase production by providing technical support, ensuring that all technological components work together smoothly and effectively. 

Day-to-day activities  

The daily activities of an IT Support professional can change widely based on the size and nature of the organisation. However, some common tasks include installing and configuring computer hardware, software, systems, networks, printers, and scanners. They are also responsible for monitoring and maintaining computer systems and networks. 

Types of IT Support roles  

IT Support roles can be categorised into different types, each with specific responsibilities. These include: 

1) Help desk support: The first point of contact for users experiencing issues. 

2) Desktop support: Focuses on resolving issues related to desktop computers. 

3) Network support: Manages and troubleshoots network-related problems. 

4) Application support: Deals with software applications and their related issues.  

Responsibilities of an IT Support role  

IT Support roles come with a wide range of responsibilities, ensuring the effortless operation of an organisation's IT infrastructure. Following are the key duties they perform:  

1) Technical support  

Providing technical support is a fundamental aspect of an IT Support job. This includes diagnosing both hardware and software problems, identifying issues quickly, and implementing effective solutions. IT Support professionals are responsible for replacing faulty components, such as damaged hard drives or malfunctioning RAM. 

They confirm that the network facilities which includes routers, switches, and firewalls, works properly in order to maintain uninterrupted connectivity. This helps to prevent network failures and makes sure all connected devices communicate effectively. 

Additionally, they must stay updated on the new technological advancements to troubleshoot and resolve new and emerging issues efficiently. This proactive approach make sure minimal disruption to the organisation's operations, allowing for continuous productivity and smooth technological integration. 

2) Customer service  

Excellent customer service skills are essential for IT support professionals. They must connect effectively with users, listen to their issues, and understand their problems. This involves offering clear, concise solutions that people will understand, no matter their technical background. 

Establishing trust with users, remaining patient, and maintaining a professional approach are all necessary. Good customer service makes customers feel supported and valued, which may improve overall happiness and efficiency in a company. 

Fast and polite responses also assist the IT Support team in establishing confidence and a great reputation. Effective communication and timely support can greatly improve the user experience, resulting in a more efficient and peaceful work environment. 

3) System maintenance  

System and network maintenance should be performed on a regular basis to avoid problems before they arise. This includes doing frequent software upgrades to keep all programmes and Operating Systems current and secure. Keeping software up to date helps defend against vulnerabilities while also ensuring that users have access to the latest and most recent features and upgrades.  

Routine backups are important for protecting against data loss in the case of hardware failures or cyberattacks. Backups ensure that essential data is quickly restored, reducing interruption and loss. This is particularly important for ensuring business continuity and protecting sensitive data. 

Monitoring system performance enables IT Support staff to detect possible problems early on and take preventive steps. Regular health checks find deviations, improve performance, prevent problems from getting worse, ensure stability, decrease interruptions, and improve productivity. 

4) Network management  

Managing an organisation's network involves several critical tasks. IT Support professionals set up user accounts, permissions, and passwords to control access and ensure security. This setup helps in defining who can access what resources, thereby maintaining a secure and organised network environment. 

They implement and maintain Network Security measures, like firewalls, to protect against cyber threats. Regular updates and security patches are important to defend against vulnerabilities and ensure the network remains robust against potential attacks. 

Troubleshooting network connectivity issues is a key responsibility, requiring a thorough understanding of network protocols and configurations. Ensuring a reliable and secure network enables smooth communication and data transfer, which is essential for daily operations and long-term success. 

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Skills and qualifications for IT Support  

A successful IT Support professional needs a blend of technical skills, soft skills, and relevant educational qualifications. The following are the key attributes required: 

Technical skills  

An IT Support profession depends heavily on technical expertise. These include expertise in Operating Systems (Windows, macOS, and Linux), knowledge of networking protocols, and familiarity with hardware. IT Support specialists have to identify and deal with technical difficulties, configure software and hardware, and understand the complexities of network configurations. 

Maintaining their expertise requires continuous learning and staying up to date on the most recent technology advances. As technology advances at a quick pace, IT Support staff must stay updated in order to face new difficulties. This ensures that they provide the best possible service to their organisations. 

Soft skills  

Soft skills like problem-solving, communication, and time management are equally important. IT Support specialists who are skilled in problem-solving may successfully troubleshoot difficulties and find quick, practical solutions. These skills are essential for understanding the root cause of technological issues and quickly implementing effective solutions. 

Strong communication skills are necessary for addressing technical problems and solutions for users who do not have a technical background. Time management and organisational skills assist in work prioritisation and simultaneously handling various difficulties, resulting in effective and timely support. 

Educational requirements  

While some IT Support roles may require only a high school diploma, others might need a bachelor's degree. Entry-level positions often provide on-the-job training, allowing individuals to gain practical experience quickly. A higher education degree offers a deeper understanding of complex IT concepts. This can make candidates more competitive in the job market. 

Certifications such as CompTIA A+, Network+, and Microsoft Certified Solutions Associate (MCSA) can also be beneficial, as they offer official proof of an individual's skills and expertise. These qualifications not only enhance an IT Support professional's trust but also improve their chances for employment and opportunities for development in the field. 

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Examples of IT Support Job Description  

Following are the examples of IT Support Job Description 

Sample 1:  

Sample 2:  

Factor affecting IT Support professionals’ salary  

Following are the factors which affect IT Support salary 

IT Support salary based on location  

The below table shows the average annual salaries for different countries in the field of IT Support. 

                                                                                              Source: Glassdoor  

United Kingdom (UK):  

In the UK, IT Support professionals earn between £25,000 and £35,000 annually. This range shows the varying levels of experience and specialisation within the field. IT Support roles are crucial in maintaining an organisation's technological infrastructure, ensuring efficient operations and prompt resolution of technical issues. 

  India:  

In India, IT Support salaries range from ₹300,000 to ₹600,000 per year. The salary variance depends on factors like experience, industry, and specific technical skills. IT Support roles are in high demand, given the rapid growth of the tech industry and the increasing reliance on IT services across various sectors. 

Australia:  

Australian IT Support professionals can expect annual salaries between AU$55,000 and AU$75,000. The demand for skilled IT Support staff is robust and driven by the continuous advancement in technology and the need for reliable IT infrastructure in businesses. The higher end of the salary range usually requires extensive experience and specialised skills. 

United States of America (USA):  

In the USA, IT Support roles offer annual salaries ranging from $45,000 to $65,000. These positions are important for ensuring the smooth operation of computer systems and networks. Salaries vary based on experience, certifications, and the complexity of the IT environment managed. 

United Arab Emirates (UAE):  

IT Support professionals in the UAE earn between AED 100,000 and AED 150,000 annually. The IT sector is growing rapidly, with a strong focus on technology innovation and digital transformation. This salary range reflects the demand for skilled professionals who can support and maintain advanced IT systems. 

Canada:  

In Canada, IT Support salaries range from CA$50,000 to CA$70,000 per year. The Canadian tech industry is expanding, with increasing opportunities for IT Support roles across various sectors. Salaries depend on experience, technical expertise, and the specific needs of the employer. 

Singapore:  

IT Support professionals in Singapore earn between S$40,000 and S$60,000 annually. Singapore's robust IT sector and its position as a global technology hub drive the demand for skilled IT Support staff. The salary range reflects the value placed on maintaining reliable and efficient IT systems in businesses. 

IT Support salary based on experience level  

This following table outlines the average annual salaries in GBP for different experience levels in the field of IT Support. 

                                                                              Source: Glassdoor  

Entry-level:  

Entry-level IT Support roles offer salaries ranging from £30,000 to £40,000 annually. These positions typically involve basic troubleshooting and support tasks under the guidance of more experienced staff. Entry-level employees are expected to learn on the job, developing foundational skills in IT Support. 

Mid-level (junior):  

Junior mid-level IT Support professionals earn between £40,000 and £60,000. They usually have several years of experience and are responsible for more complex technical issues. These roles often involve providing support to junior staff and handling advanced troubleshooting tasks independently. 

Mid-senior-level:  

Mid-senior-level IT Support roles have a median salary of £38,315. These professionals handle significant responsibilities, including managing projects and providing advanced technical support. They often supervise other team members and contribute to strategic IT initiatives within the organisation. 

Experienced level:  

Experienced IT Support professionals command salaries of £80,000 and above. These roles involve high-level strategic decision-making, management of IT operations, and oversight of large teams. Experienced professionals are expected to have extensive expertise and often play a key role in the organisation's IT strategy and planning. 

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Conclusion   

This blog explains the responsibilities, required skills, and salary expectations for IT Support professionals. It highlighted their vital role in ensuring seamless technological operations. Understanding the IT Support Job Description showcases how these experts maintain organisational efficiency and smooth tech functionality. 

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Frequently Asked Questions

IT Support typically does not require coding, but basic programming knowledge can be beneficial for troubleshooting, automation, and understanding system operations. Skills in scripting languages like Python or Bash can be useful. 

An IT Support officer maintains and troubleshoots computer systems and networks, ensuring smooth operations, minimal downtime, and efficient technology functionality. They also provide user support and manage IT infrastructure. 

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Our IT Infrastructure & Networking Blogs cover a range of topics related to IT Support, offering valuable resources, best practices, and industry insights. Whether you are a beginner or looking to advance your IT Infrastructure skills, The Knowledge Academy's diverse courses and informative blogs have you covered. 

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