End User Support Resume Samples

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C Sanford

Christa

Sanford

4009 Arvid Squares

New York

+1 (555) 319 9622

4009 Arvid Squares

New York

Phone

p +1 (555) 319 9622

Experience Experience

Houston, TX

End User Support Analyst

Houston, TX

Glover Inc

Houston, TX

End User Support Analyst

Service Management tool administration; set up queues, users, workflows
Create and manage process documentation
Utilize IT incident/change/asset management system to document, prioritize and track requests
Create and maintain all thin client, laptop, and desktop images
Provide hands-on IT technical support
Perform other duties as assigned
Decommission and disposal of IT equipment and responsible for the accuracy of the asset management information

Houston, TX

End User Support Engineer

Houston, TX

Rogahn, Huel and Sipes

Houston, TX

End User Support Engineer

Assist regional IT EUT team with local asset management and inventory
Provide timely, proactive communications to stakeholders on significant issues and developments
Develop and deploy Digital Workplace Products improving Korea based user’s digital IQ
Taking responsibility for logging all reported incidents, and contributing to root cause analysis in order to improve service on an on-going basis
Adhere to all processes and methodology for Knowledge Centered Support and create knowledge content
Self-starter and highly motivated to provide excellent customer service, technical support and new challenges
Establish and maintain relationship and communication between all Korea Business units and GO-CoreTech team

present

San Francisco, CA

End User Support Technician

San Francisco, CA

Strosin, Terry and Bogan

present

San Francisco, CA

End User Support Technician

present

May perform duties as a subject matter expert including updating knowledge management documents and providing trend analysis
Installing and up grading hardware and software and providing complete assistance while configuring hardware, software, and peripherals of the end user systems
Resolving network related issues like local area connection problem, network access, mails, internet, dial-ins, etc
Providing one on one assistance to the end user regarding the technical flaw, either by phone, mails, or in person
Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops
Assist with system administration (e.g. Profile maintenance, CheckPoint/Cisco Anyconnect, Rightfax), audits, team documentation, and other duties assigned
Provide timely, detailed, and accurate status information and resolution for all issues/projects assigned

Education Education

Bachelor’s Degree in Information Technology

Webster University

Bachelor’s Degree in Information Technology

Skills Skills

Strong knowledge of PC Hardware, Software, related peripheral equipment and networking
Excellent understanding of networking basics/TCP/IP
Strong knowledge of the Windows environment
Strong knowledge of software packages
Install and configure FAA-issued hardware: computer workstations, laptop computers, tablets, and hand-held devices
Good command of how to use technical resources
Follow up on open tickets to ensure proper response and satisfactory resolution and keep detail oriented documents regarding problems and solutions
Excellent interpersonal, customer service, analytical, troubleshooting and communication skills
Duties include one on one daily interaction with users and other IT support professionals
Provides operational support such as incident resolution, incident escalation, critical situation disposition and closure

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End User Support Tech Resume Examples & Samples

Installs, configures, troubleshoots, and resolves problems on a wide variety of commercial off the shelf (COTS) and proprietary software via telephone/remote control access and occasional on-site support
Monitors the call tracking system for new Incidents and Requests in addition to troubleshooting and resolving client issues per service level agreements
Communicates technical information to a non-technical audience
Assists clients with the installation of corporate standard software images
Will typically have a B.S. in Computer Science, MIS or related degree and a minimum of one (1) year of experience or an equivalent combination of education, training and experience
Two (2) years of experience in a help desk or other technical support environment highly preferred

End User Support Tech Resume Examples & Samples

Windows 7 Operating System
Computer maintenance and virus removal
Data network and protocols

End User Support Technician Resume Examples & Samples

Provides detailed documentation of activity in the call tracking system
Stays abreast of, and complies with, company and department policies and procedures as related technology and end-user support
Effectively communicates to clients, peers, and management any system issues that affect the quality or reliability of supported systems
Documents product problems and their resolutions in a knowledge database for future reference
May participate in testing new product releases and\or enhancements
May participate in projects requiring cross functional coordination
Knowledge of the following preferred
Microsoft Office 2010 and 2013
Computer backup and restoration

Senior Manager End User Support Resume Examples & Samples

Directs and supervises a staff of functional Lead Customer Support Analysts, exempt and non-exempt technicians
Global support for 12,000+ desktops including Tier2 technical support, package creation, enterprise CA administration, and hands-on support as needed
Plans and administers a budget of $6+ million annually. Ensure enterprise wide adherence for software license compliance for a variety of desktop products (ie. Microsoft, Symantec, CA, WRQ Reflections)
Develops distinctive desktop strategies to drive cost competitiveness and support for enterprise wide application
Advises business on the adoption of new technical and infrastructure to benefit IT Technology
Plan and monitor computer resources to ensure that sufficient capacity exists to meet the ongoing needs of Hanesbrands. Strong process focus to simplify complex processes and implement
Prepare project plans, activity, status, and software performance reports that document and track IT Technology service level objectives
Sets direction and ensures all desktop security is in force for monthly distribution of virus patches, installation of OS patches, emergency installations, and service pack distribution for all desktops domestic and global
Maintains accurate inventory of personal computing hardware and software including type of equipment, date placed in service, cost, leased or purchased, software installed, serial numbers, department installed and user
Provide input to policy level direction regarding standards, budget constraints, and preparation of the IT Technology Long Range Plan and service level objectives
Responsible for development of hardware/software standards, version control, workstation management, push technology, end user training for effective/efficient use in desktop/laptop software and hardware
Works with other IT personnel to determine where personal computers and local area networks may be involved in a given business solution
Establishes and maintains effective working relationships with fellow IT Technology staff members at all management levels, and throughout the functional areas of the business. This is accomplished through a commitment to open and ongoing communication with these individuals regarding business needs and integrated efforts to achieve IT Technology goals and objectives
Rapid acquisition of broad knowledge of the critical technologies that are needed to support IT applications
Maintains knowledge of desktop/laptop business practices. Perform analysis to investigate implementation and impact to the customer
Develop, implement, and maintain procedures and actions that ensure security and disaster prevention/disaster recovery capabilities of all supported desktop platforms
Works closely with the Customer Support Center in identifying and resolving problems in response time associated with the problem severity level. Continuously working to improve overall processes between Desktop and Customer Support Center to improve customer service
Bachelor’s Degree or equivalent work experience defined as 4 to 6 years
10 or more years of experience in information technology management. Broad knowledge of IT customer company business areas as well as strong general business knowledge
Advanced knowledge of the business processes across the enterprise
General knowledge of information technology, application systems development, and organization managerial skills with emphasis on strategy development, goal identification as required
Demonstrates ability to form strong working partnerships and customer service focus within IT and within the business community
Drives Change - Champion changes; innovates
Knows the Business – Displays organization savvy: understands business practices; uses technical/functional expertise
Makes Plan – Establishes plans; drives for results; manages profitability; commits to quality; shows work commitment
Leadership – Develops systems & processes; manages execution; works efficiently; leads courageously; manages disagreements; develops oneself
People Skills – Structure & staff; influences others; coaches & develops; motivates others; fosters teamwork; builds relationships, networks, speaks effectively; fosters open communication; listens to others; delivers

End User Support Technician Resume Examples & Samples

Respond to telephone calls, e-mail, and web requests for technical support from internal staff members
Initiate follow-up e-mail, telephone, or face-to-face contact with the requestor if additional information is necessary to properly understand and diagnose the issue
Take necessary steps to resolve an issue or escalate appropriately
Keep the requestor informed of the status of the request, especially if additional research or escalation is required
Partner with other internal teams for technical expertise and problem resolution, as needed
Adhere to stated service level agreements for requests resolved by the team
Assist with system administration (e.g. Profile maintenance, CheckPoint/Cisco Anyconnect, Rightfax), audits, team documentation, and other duties assigned
Provide timely, detailed, and accurate status information and resolution for all issues/projects assigned
Meet minimum productivity and quality standards for issue handling
Previous help desk or application support experience with remote troubleshooting experience and use of a request tracking system
Must have experience with common support functions and tools (e.g., PC and laptop set up, printer set up, security tools, etc.)
Full familiarity with standard Windows-based operating systems and Microsoft Office applications
Familiarity with terminal server / remote desktop functionality
Ability to handle multiple requests concurrently
Demonstrated customer service and interpersonal skills
The highest level of integrity, courtesy, and respect for all employees and others in the workplace
Creative technical problem-solving and analytical skills
Excellent English oral and written communication skills
Ability to interface and build trust with internal clients
Capable of and willing to explain technical issues and resolutions in non-technical terms
Ability to understand new technologies quickly
Networking and troubleshooting skills. Certifications a plus
Bachelor degree in related field and at least 3 years of related experience
Experience using SCCM, Live Meeting, Netscreen, VPN clients, Profile Maintenance, and the Microsoft suite of software (e.g., operating systems, Office suite)
Experience imaging and configuring computers and troubleshooting imaging issues
Experience with MDT multi-cast and/or WDS a plus

Lead End User Support Technician Resume Examples & Samples

Your knowledge of Microsoft Windows 7 MCTS is required or can be attained within 6 months
Your knowledge of Microsoft SCCM, Citrix Desktop Virtualization, AppSense
A OS X certification is preferred
Your strong working knowledge of Microsoft Office 2010 and Office for Mac 2011
Having 1-2 years financial industry experience is preferred
Your experience working in an enterprise AD environment
You have strong customer service, oral and written communication skills
Your experience installing software, patches, SW updates on desktops and laptops in a .msi based environment
You are able to work easily as a member of a team or independently; prioritize workflow based on urgency and customer requirements
You are able to lift 50 pounds

End User Support Specialist Manager Resume Examples & Samples

Managing team performance against SLA’s, OLA’s, KPI’s and ITIL V3 based support processes
Maintaining the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives
Manage and coach the End User Support Specialist team, to help maximise their potential, and establish Personal Development Plans and Skills Plans for the team
Establish close working relationships with the other departments within Boeing IT (both in the UK and internationally)
Communicate team progress and performance at a cross functional manager level
Provide an out-of-hours escalation path for technicians and customers outside of normal office hours and organise backup for colleagues who are unable to fulfil their duties in an out-of-hours environment
Proven direct people management (Supervisor or Manager), with a background in leading high performance virtual teams
Strong customer service skills and people oriented
Root cause analysis, ability to recommend effective courses of action, communicate resolution, policy and procedures to IT leadership and end users
Maintain high standards, expectations, and delivery related to team performance with limited resources
Effectively influence and mentor Staff regarding response to incidents and service requests, prioritization, escalation and SLA management
Ability to communicate and influence at all levels within the organization
Excellent leadership and motivational capabilities, willing to take tough decisions when necessary
Ability to build high performing, motivated teams and to act as a role model for delivering excellent End User technical services
Defence sector experience. Supporting Classified environments to JSP standards
Experience of working within a large multinational organization within a matrix management structure
ITIL foundations certification (Service Desk, Incident Management, Problem Management, and Change Management)

Finance Problem & End User Support Manager Resume Examples & Samples

Play a key role in problem management, by supporting the Finance end users in the clustering of the problems into change tracks for delivery of structural solutions
Work very closely with the Finance end user within the Finance Run teams to ensure each problem notified is taken up and follows proper governance. Challenge end users to collaborate further on possibilities to resolve the issues internally without involving IT when indicated. In case a change is needed, prepare the input to be presented in Intake Board
Reporting on Problem: Management of the Problem Dashboard for End users: update tool and reporting online. Communicate and report on all matters of problem management to the end user organization and the Finance Management Team
Support where needed the end user support specialists in their day-to-day job to answer the requests of their colleagues smoothly
Play a key role in knowledge management related to the existing and new architecture by providing the end user support specialists a training framework which will enable them to answer questions for which in theory no escalation to other teams is required; setting up training session for the end users (e.g. for new comers or for new or adjusted products and services); putting FAQ-catalogue or any other useful documentation at disposal of the end users
Pro-actively monitor and follow-up the effectiveness and efficiency of the end user support and intervene if escalation is required (e.g. when it takes too long to provide as clear answer to the end user or when a global support is required to avoid numerous individual interventions). This includes also the monitoring of the services proviced by the various suppliers (e.g. AM) of activities required for this process
Coordinate write up of Service Level agreement: Support in drafting based on clear business requirements; involved in reviews and discussions leading to agreement and subsequent follow up of Key indicators

Senior End User Support Analyst Resume Examples & Samples

Provide technical guidance, assistance, and coordination for system issues
Resolve and ensure timely notification and escalation to appropriate assignment groups of the reported incidents
Coordinate activities required to support new products or significant upgrades of existing products
Establish project plans and deliverables for initiatives
Coordinate new user access and systems setup with various support groups
Provide feedback to manager and other members on suggested process changes or improvements
Document and track status of client inquiries, coordinate appropriate responses, and follow-up to ensure client satisfaction
Monitor client requests or problem reports to identify systemic patterns
Work across groups and within the team to maximize output
Provide technical leadership to junior team members on multiple, moderately complex projects
Suggest new solutions to reduce user problems and/or repeat problems
Develop and present project updates
Take ownership and accountability for complex problems escalated by team members
Evaluate effectiveness of new utilities and tools and provide clear and concise assessments
Perform recovery testing to confirm availability of systems where outages have occurred
Assist with internal planning for scripted disaster recovery exercises
Demonstrated Expertise (“DE”) liaising with server vendors to repair failed hardware components; validating AS400 and Windows server hardware incident remediation; running AS400 system backups copied to LT-04 media; resolving batch related system incidents; and monitoring data replication transactions via MIMIX to ensure redundancy within an IBM AS400 system
DE supporting production and non-production batch jobs and back-up/recovery jobs, including resolving incidents and supporting planned system changes, using Symantec NetBack Up, Control M, and AutoSys batch scheduling applications
DE using the LiveOps application to field end-user calls and provide service desk support; SCCM to install batches; iLO for VDI troubleshooting; VSphere for virtual machine connectivity; JMagic to monitor server and application alerts; the Second Nature application to resolve voicemail incidents; and the Sidebar video wall application and Barco video wall technology products to configure and interact with Command Center video wall technologies
DE implementing Crisis Bridge and Incident Remediation paging protocols using xMatters messaging to resolve investment trading system failures and support high impact application or infrastructure system changes

End User Support Services Manager Resume Examples & Samples

Establish and maintain a 3-year plan, and define the short, medium and long-terms goals and drivers for service delivery
Define and introduce global governance, standards and policy across end user support services
Ownership of Global/Regional contracts and budgets
Responsible for setting the end user engagement strategy
Responsible for fostering strong collaborative relationship with regional partners and IT leadership to drive and deliver successful change and improvement
Lead improvement if the delivery and consistency of service reporting
Introduce Key Performance Measures (KPI setting) - aligned with EUC Success Criteria – that can be used to monitoring and quantify performance within regional teams
Oversee End User Support Services team in the processing of second line incidents and requests for PC, Mac, Mobile, Printer and Network estate
Manage IT service escalations through to resolution in a timely manner, engaging internal, regional and third party teams and liaising with the business to coordinate appropriate resources
ITIL Service Operation or similar

End User Support Technician Resume Examples & Samples

Identifying, diagnosing, and resolving the level one issues in computer hardware and software in a mainframe systems such as laptops and PCs
Installing and up grading hardware and software and providing complete assistance while configuring hardware, software, and peripherals of the end user systems
Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops
Providing one on one assistance to the end user regarding the technical flaw, either by phone, mails, or in person
Resolving network related issues like local area connection problem, network access, mails, internet, dial-ins, etc
Coordinating with the third party service provider for timely repair of the system under the maintenance agreement warranty, and repairing minor flaws in hardware if not covered under the same
Providing assistance in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc
Excellent organization, interpersonal, written and oral communications skills
Bilingual: English (80%) reading, writing and speaking
Basic knowledge of Windows Server Operating Systems
Intermediate knowledge of Networking
Ability to present ideas in user-friendly language
Highly self-motivated and directed
Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment

IT Help Desk / End User Support Specialist Resume Examples & Samples

Provide troubleshooting and support both in person and via telephone for end-user issues
Modify configurations, utilities, software default settings
Install, test and configure new workstations, peripheral equipment and software (PC and Mac)
Assist with desktop and monitor setup (able to lift and carry at least 30-50 lbs)
Report issues to the IT Service Desk for escalation

End User Support Resume Examples & Samples

Minimum 2-3 years of experience providing IT support services required, end user support experience preferred
Experienced in Active Directory user administration, OS imaging processes, ticketing, SW installation and imaging tools, automated help desk systems, troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers), network and local printer installation Basic understanding of SCCM client troubleshooting Knowledge of TCP/IP, Windows Security (Share and NTFS permissions)
Extensive knowledge Windows OS and related configuration
Basic knowledge of Servers, Switches, Routers, and Data Center related HW
Basic knowledge of Backup technologies
Ability to work in a team-oriented multi tower and vendor environments
Ability to deliver services on time, demonstrate strong customer service skills, and achieve a high degree of end user satisfaction
Ability to convey technical issues and material to non-technical end users and managers

Senior End User Support Engineer Resume Examples & Samples

BS in Computer Science, Information Management or other technical / IT field or 5+ years of equivalent work experience in lieu of degree
Minimum 3 years of experience working in an executive client support role
Apple Certification required (ACSP)

End User Support Windows CSA Resume Examples & Samples

Provides technical support to business area management and staffs for personal computer systems software, hardware and network connectivity
Installs, configures and troubleshoots desktop systems, workstations and network connectivity issues
May assign and maintain user passwords for specialized software
CompTIA Certification(s) A+, NET+, and SEC+
Experience using Remedy software (Action Request System)
Scripting: Power Shell, VBscript, or JavaScript a plus

End User Support Engineer Resume Examples & Samples

Bachelor’s Degree in Information Systems, Information Technology, or Computer Science from an accredited college or university
Proven expertise in IT End User Support and project management
Must be fluent in Korean and English
Proven analytical and problem resolution skills
External focused with strong communication skills, written/verbal in both Korean and English; able to engage and work with multiple levels
Successful track record service orientation
Effective change agent with demonstrated ability to motivate others and achieve results
Demonstrated ability to lead and execute in a matrix organization structure
Strategic vision & planning ability with respect to business value
5+ years of strong IT experience
ITIL management process knowledge, experience and / or certification
Project Management (PMP) certification

IT End User Support Team Lead Resume Examples & Samples

3 years previous experience supporting Microsoft Active Directory, Office Suite, and Windows
3 years of experience with large Ethernet networks including switches, computers, printers, and servers, wireless devices, or experience supporting automotive production environment
Demonstrated experience with Apple OS, iOS, and Android OS
Bachelor's degree in Computer Science, Information Systems or related field
Ability to support end user activities, including follow up, and assisting the end users in resolving problems with IT solutions
Experienced working in IT support in a large corporate environment
Experience leading teams of support technicians

End User Support Engineer Resume Examples & Samples

Oversee making sure support is completed in a timely manner
Enter bugs and feature requests in tracking systems
Proactively reduce future support burden
Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math) or a high school diploma / GED with a minimum of 4 years experience in Engineering
1-3 years of experience in sustainment engineering, technical customer support, or software development
Programming experience a big plus, especially debugging experience
Ability to influence others and lead initiatives of moderate scope and impact
Ability to coordinate multiple projects simultaneously

Senior End User Support Engineer Resume Examples & Samples

Ensure a consistent, efficient and effective delivery of operational services, in line with GE Digital standards, in order to support the achievement of business objectives across all areas
Work with internal and external teams and customers to gather information and data for use in our centralized service management system
Leverage the service management system and data warehouse to monitor and analyze overall service performance
Work closely with process leaders to ensure data and information collected is complete and accurate
Support the end user support project work across the region. Ensure processes are identified and developed to accurately reflect the business goals and objectives
Act as the point of communication and information contact for service issues and ensuring effective and regular communications to key stakeholders and impacted end users
Partner with ServiceDesk, Client Engineering, Knowledge Governance and other Digital Technology teams on process and knowledge improvement projects to ensure L1/L2 support teams are prepared to support the new standards, tools and technologies and to minimize business disruption during deployment
Manage onboarding of new support agents and engineers including account and access requests and ongoing renewal and disabling of those accounts
Any other tasks commensurate with the level of the post as may from time to time be required
Bachelor's Degree in Software, or STEM Major (science, technology, engineering, math) from an accredited university or college or in lieu of degree, 4 years of relevant IT or military experience
Minimum 3 years of experience with information technology and operations management
Experience working in an industrial or technical environment
ServiceNow experience
Able to communicate effectively, orally and in writing, technical information to audiences at all levels of the organization
Demonstrated customer focus – evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint

Director, Service Management End User Support Resume Examples & Samples

Lead high performing team through transformation while managing end-user technologies and services supporting all enterprise divisions at T-Mobile
Build and maintain effective partnerships within IT, business partners and external vendor network (suppliers, partners and vendors)
Evaluate performance trends for deployed devices and solution to understand performance stability issues; where needed ensures patches, upgrades and enhancements are provided to improve products and service
Develop strategy, standards and key performance indicators to ensure the highest effectiveness of the ITA function
Lead deployment, security, configuration and maintenance of laptops and desktops, both for Windows-based and Apple-based machines within the organization
Oversee managed services and vendor relationships to align with business goals and objectives to ensure established service level requirements are met, drive relationship and contract value realization
Deliver data and reporting of KPI’s and trends in ad-hoc, weekly, monthly reports and as needed
Lead a 24x7x365 operation, supporting, incident management, service request fulfillment, and advanced troubleshooting techniques for the entire enterprise
Demonstrate strong organizational skills and be ability to execute using project management skills
Facilitate, communicate, and implement problem resolution strategies in order to achieve the best possible customer service outcomes
Continually review the service provided to end-users and customers to ensure they meet agreed service levels and all customers’ requirements as well as identify improvements to the service provided through liaising with stakeholders, conducting customer satisfaction surveys and electronic monitoring
Build, manage and motivate a high caliber, team-oriented ITA End User Support organization that promotes excellence and rewards results
Significant IT solution leadership experience leading and managing an IT service team including coaching and mentoring others, assessing staff performance and providing for professional development opportunities
Demonstrated track record as a strategic thinker, creative problem solver and solutions provider
Ability and desire to adapt to a fast paced environment with changing customer needs, technology requirements and strategic direction with ease
Desire to traverse the strategic and tactical needs of the organization Experience in information technology strategy, operations, planning and implementation including technical architecture design and technology assessment
Experience leading a large geographically diverse enterprise support organization
Strong intellect and business acumen, coupled with the skills of a pragmatic business leader
Ability to work independently and support multiple projects while meeting tight deadlines
Experience conducting ongoing processes to measure and evaluate current services and identify new services
An unwavering commitment to personal and professional ethics and integrity
Demonstrated success securing high level cross functional collaboration/participation; ability to establish leadership credibility and inspire teams to achieve common goals
Ability to persuade and gain the commitment of others to accept a point of view, adopt a specific direction, or take a course of action
Experience establishing vendor relationships and managing delivery through onsite and offsite vendors
Strong leader holding multiple vendor relationships to high levels of quality development, including managed services
Perform role of change agent and transformational leader with a focus on improving the customer experience
Provide influence across the organization
Experience working in growth environments and a proven change agent
Drove automation to increase efficiencies and increase customer experience
Bachelor’s degree required; Master preferred
Visionary leadership – drives adoption of innovative approaches, focused on generating and implementing new possibilities to improve performance
Strong Collaborator – builds relationships of influence quickly and effectively, partners with peers and markets to create alignment and speed to implement
Creates a vision for team and coaches them to excellence and to delivering with quality, consistency, timeliness, innovation, and strategic perspective
Decisive leader who is able to move business forward quickly while balancing time, cost, and quality
Agile; thrives in a fast-paced, constantly shifting environment
Strong business acumen; incorporates overall objective in developing strategy and decisions
Strength in relationship building across business and organizational boundaries
Ability to build support at all levels
Results oriented and does what is necessary to improve performance; balances the resources necessary to produce desired outcomes; tracks and monitors performance
High level of intelligence with a keen analytical mind and clear intellectual curiosity
Strategically-minded, contributing to the development of a coherent overarching strategic vision for the company
Organizationally savvy; utilizes partnerships across the organization and leverages knowledge of formal and informal decision-making processes to accomplish work objectives
Sets performance direction by translating broader business initiatives into clear team objectives and individual goals, aligning appropriately with other groups for efficient, coordinated action
Able to motivate and mobilize others; creating a cohesive and inspirational team environment
Ability to address and realize both long-term and short-term goals and objectives
Possesses a low ego; celebrates the success of others in the business; passionate for helping the customer do their job better

End User Support Services Resume Examples & Samples

Consultative ITSM knowledge and experience with enterprise sized organizations
Service Desk operational knowledge & hands on working experience
Desktop Support operational knowledge & hands on working experience
NOC & Systems Engineering high level knowledge
Executive level facing communication skills
Excellent oral and written communication skills, analysis and problem solving skills as well as excellent time management skills
Ability to design and deliver quality presentations to customers and stakeholders, including the management team
Excellent technical, leadership, organizational skills (written and verbal)
Problem solving capabilities, strong analytical skills, flexible and able to handle multiple initiatives concurrently
Strong ITSM tool experience - ServiceNow a big plus
In depth knowledge of industry standard methodology including the following
Relationship Management
Scope Management
Time Management
Cost Management
Risk Management
Communication Management
Quality Management
Human Resource Management
8 to 10+ years of Service Delivery leadership experience in a Service Desk and/or Desktop Support capacity
Need to live within commuting distance of the Sacramento, 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

Team Lead-end User Support Resume Examples & Samples

3-5 years of operational experience with EUS operations in an enterprise-class company
An outstanding customer service orientation, with a positive can-do attitude
Good technical knowledge of personal computer and endpoint hardware and software
Sound knowledge of and experience with user administration and Active Directory
Operational discipline and thoroughness in all duties – e.g., ticket updating and closure, status reporting, documentation, following process and procedure
Ability to plan and work to an identified set of priorities
Ability to work well independently, as well as with other team members and cross-functionally

End User Support Tech-eus Technician Resume Examples & Samples

May be assigned to one or more projects as a project team member
A+, MCSE, DCSE, ITIL recommended
Performs proactive maintenance on devices. Participates in the “smart hands” program to assist other IT functional areas when needed
Day to day interactions with user community and works collaboratively with Business and IT Stakeholders as it relates to Incident Management, Request Fulfillment and Problem Management
Understanding and adherence to policies and procedures. Contributes to new or modified policies
Proven ability to lead team in Service Management
Ability to navigate and manage Remedy Queue Incidents and Tasks
Ability to work off-shift / overnight hours if the business needs dictate

Tech Lead-end User Support Resume Examples & Samples

Supervise and lead energetic teams comprising Call taking agents, build strong and diverse teams by actively managing talent, and supporting the performance and development of direct reports by
Completing all required performance documents and conducting associated performance discussions (performance agreement/objectives, mid-year review, year-end review) by required deadlines
Providing ongoing performance feedback, coaching, training and development
Motivating and assisting agents to keep them involved with work through providing timely recognition and regular one on one sessions
Support the delivery of Customer Satisfaction rating through timely and accurate Customer Satisfaction survey administration and by managing customer escalations
Weekly/Daily Reporting and review of performance with Managers

End User Support Analyst Resume Examples & Samples

Create and maintain professional relationships within all levels of the organization (peers, work groups, customers and supervisors)
Work independently and as a member of a team in a fast paced multi-task environment with minimal supervision
Work well under pressure, successfully meet schedules, work independently while interacting with personnel from differing management levels, and produce high-quality work with minimal supervision
PC troubleshooting technical skills (Windows 7 and Windows XP)
Troubleshooting smartphones and tablets (Android and iOS)
Troubleshooting Office applications (including Outlook), Internet Explorer, Lync and Adobe applications
Troubleshooting printers
Troubleshooting network issues, TCP/IP, DNS and DHCP
Understanding network concepts
Troubleshoot and provide support on PCs (laptops & desktops) and wireless devices including but not limited to iOS, Android tablets, smartphones, Blackberry devices, air cards and hand held scanners to all levels of end users
Responsible for imaging, configuration, installation of PCs and end user data recovery
Utilize IT incident/change/asset management system to document, prioritize and track requests
Install, maintain and repair PC hardware (including printers) and software
Coordinate hardware warranty repairs with the vendor as required

End User Support Analyst Resume Examples & Samples

Provide Level 2 IT support to end users with PC hardware, software, printing, mobile devices, PC re-images, data recovery, e-mail and software installation issues
Provide hands-on IT technical support
Adhere to IT procedural guidelines and policies
Decommission and disposal of IT equipment and responsible for the accuracy of the asset management information
Provide support during employee relocations and other projects as required
Ability to provide 24/7 on call support if needed

End User Support Engineer Resume Examples & Samples

Troubleshoot to resolution Windows 7/8.1/10, Mac OSX, Microsoft Office 2010/2013, and other internal application software issues as assigned
Image, configure, upgrade, and repair Dell desktops and laptops
Active Directory & MS Exchange account administration including add/change/move requests
Administer and maintain iPhone and Android mobile phones ablets via MobileIron MDM
Daily onsite IT support for the Hong Kong HQ required and when needed onsite IT support at multiple sites in Hong Kong
Remote support for all other metros in APAC (Australia, China, Japan and Singapore)
Deliver premium customer service and organizational skills to support executives and C level staff
Complete desktop and telecom related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.)
Help troubleshoot and work with telecom and video conference engineers to resolve end user telecom and VCS issues
Provide outstanding customer service
Assist regional IT EUT team with local asset management and inventory
Help build and maintain a rich IT knowledge base by creating and maintaining process and resolution documentation
Ability to lift 25kg
Bachelor’s degree in Computer Science or MIS or equivalent work experience is desired
Advanced to expert knowledge of Windows 7/8.1/10, Mac OSX, and Office 2010/2013
Understanding of system administration, basic networking, VoIP and VCS concepts
3 - 5 years’ experience working in a fast paced and dynamic but VERY customer focused IT Helpdesk environment
At least 2 years of supporting senior level management (VPs and above)
Self-starter and highly motivated to provide excellent customer service, technical support and new challenges
Detail oriented, deadline and results driven
Excellent written and verbal communication skills in English and Cantonese
Strong customer service background
Intel based Mac hardware/software support is desired
MCDST or higher Microsoft IT Professional certification
Dell IT Pro certification

End User Support Technician Resume Examples & Samples

The Windows CSA will be required to support, troubleshoot and resolve software/hardware conflicts/problems on these platforms: Windows 7 workstations, configuration and installation of related peripherals
Responsible for loading and supporting required system software including: Microsoft Office 2010, additional products in the Microsoft suite of software, test applications and GOTS (Government Off The Shelf) Software
Will be required to coordinate efforts with Network Operations Center and Resource Management personnel to resolve Incident Requests and Engineering Change work orders
Other duties and occasional travel may be required
This position may occasionally be required to work extended and/or non-prime hours
CompTIA Certification(s) A+, NET+, and SEC+
Experience using Remedy software (Action Request System)
Audio Visual, Blackberry, and VOIP Telephone equipment experience beneficial
Experience with Virtual environments

End User Support Engineer Resume Examples & Samples

During low VIP activity points, the Executive Support Engineer must contribute to remote work and resolution with their teammates in CSA Front Office at other work sites
The position includes Hardware Engineering, Software Troubleshooting, assisting Network Engineering with minor project work such as writing white papers, executing manual desktop installations, researching problems, and proactively conducting maintenance for customers as well as contributing to enterprise projects
This Executive Support Services Engineer will work with both high and low degrees of oversight and will be required to report back on a daily basis
Engineer will be required to be reachable via mobile device to be provided by the customer
Engineer must be able to support events and visitors with very short notice
The Exec Service may be required to provide 5x12 support from 0600MT to 1800MT based on VIP needs but required to support with frequent changes to meet customer needs
Microsoft Certification(s) MCTS (669, 680 and/or 681) and MCITP (680 and 685 or 686) certifications a plus
CompTIA Certification(s) A+, NET+, and SEC+
Experience using Remedy software (Action Request System)
Audio Visual, Blackberry, and VOIP Telephone equipment experience beneficial
Scripting: Power Shell, VBscript, or JavaScript a plus
Experience with Virtual environments

End User Support Engineer Resume Examples & Samples

To primarily provide support to end users for all systems and services
To support all IT systems and facilities in a busy HQ office – supporting 1000+ users with a myriad of systems including Video Conferencing suites, bespoke conference rooms, Meeting and board rooms, propriety Betting industry systems and TV and AV systems
Investigating and resolving as many incidents as possible, taking ownership of issues, co-ordinating with multiple support teams when required, and communicating effectively to users throughout
Taking responsibility for logging all reported incidents, and contributing to root cause analysis in order to improve service on an on-going basis
Excellent methodology in fault-finding
Excellent follow-up skills
Ability to prioritise and focus
3+ years in a similar fast paced, results-driven Helpdesk/Desktop Support role
Holder of an MCP or equivalent professional certification
Efficient skills in supporting Microsoft products including Windows 10, Windows 8 and Windows 7, Active Directory, Exchange 2003/2010, Outlook 2010/2013, Office 365 and Multiple Web browsers
Working knowledge of networking technologies and a good working knowledge of Cisco/Polycom video conferencing would be desirable
Previous experience supporting multiple Mobile device platforms, iOS/Windows 8, Android - experience with MDM administration desirable
Although primarily a Windows environment some Mac OS support experience would be beneficial

End User Support Technician Resume Examples & Samples

Strong commitment to a team environment,
Capacity to work unsupervised
Ability to communicate effectively and efficiently with co-workers as well as management
Experience with SCCM, and remote administration
TS/SCI preferred but not required

End User Support Engineer Resume Examples & Samples

Research, troubleshoot and lead resolution of issues involving all aspects of customer-facing solutions, including (but not limited to) user interface, product functionality, application performance, data collection/storage, analytics, and customer data
Review end-to-end customer support processes to proactively identify gaps and prioritize/execute IT process improvements that increase customer satisfaction and contribute to overall customer success
Interface directly with customers to triage application-related issues and drive prompt resolution by working with cross-functional business teams
Provide timely, proactive communications to stakeholders on significant issues and developments
Develop and report on metrics, including operational metrics, case statistics, and customer surveys
Serve as the single point of contact for the customer via verbal and written communication
Adhere to all processes and methodology for Knowledge Centered Support and create knowledge content
A minimum of 2 years of professional experience in Information Technology OR Master’s degree with 1 years of experience
A minimum of 2 years in Customer Support and Service
Expertise on a Priori software and service offerings
Expertise on manufacturing cost models
Expertise on project management and execution of technical operations including configuration, user training and usage mentoring
Experience working with teleconferences and web-demonstrations
Experience with database management systems and working with SQL
Experience working with ITIL process methodology
Love digging into new technologies, and can pick them up quickly
Excellent interpersonal, communication, presentation and facilitation skills
Strong team player – collaborates well with others to solve problems and actively incorporates input from various sources; has experience --working with others on a global basis
Flexible and available approach to working in a changing environment

IT End User Support Technician Resume Examples & Samples

Responsible for providing the first-line telephone technical support of hardware, systems, sub-systems and/or applications for customers
Able to quickly differentiate between incidents with “quick fix” opportunities and those that will require extended support and route to appropriate queue ensuring maximum availability
Document all service interactions within the CEC ITSM Tool as appropriate
Maintain knowledge resources for both Service Desk and Staff (customers)
Escalates complex problems to higher level of expertise within organization after proper troubleshooting
Answers basic questions about installation, operation, configuration, customization and usage of products with the ability to research more in depth questions resulting in
Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
Develop and execute escalation processes with all teams that use the CEC ITSM Tool
Manage Incidents and create problem tickets as appropriate
Provide After-hours support via escalations as needed
Ability to logically troubleshoot common desktop support issues and document both problems and solutions in call tracking/problem management system
Prioritize and schedule support activities and serve as primary escalation point for business management
Act as liaison to sites for other IT teams such as Network and Server Teams
Utilize CEC ITSM Tool to manage end points and track incidents, problems, changes and requests
Participate and lead site related technical projects as required
Track and maintain inventory of all related equipment
Plan, schedule and support office and employee moves performed during business hours
Support of office audio / video equipment
Support of desktop faxing infrastructure
Cover rotating on-call responsibilities during off-hours with the availability to provide after-hour coverage on a periodic basis
Configuration of phone and fax extensions for end users
Management of user data and profiles within Windows environment including archival of user data for termed end users
Configuration support of EAM
Enter requisitions for IT hardware and software
Work tickets assigned to shared Service Desk / Desk Side Services ticket queue
Support office moves performed outside of normal business hours
Deploy approved software applications requested by end users
Ability to change roles on the fly as required supporting business needs
Ability to manage multiple incident and request queues
Ability to participate in technical projects and technical teams
Strong customer service, interpersonal and communication skills
Excellent troubleshooting capabilities
Strong working knowledge of Desktop Systems, Server Systems and Networking Technologies
Strong understanding of ITIL Framework
Strong understanding of Microsoft Technologies, especially Microsoft Operating Systems and Active Directory
Ability to learn and take direction from peers
Ability to multi-task and prioritize
Two year college degree from an institution accredited by an agency recognized by the U.S. Department of Education (or international equivalent) or equivalent experience
3-5 years IT experience in an end user support role having demonstrated ability to work independently
Strong working knowledge of Microsoft Windows

Associate End User Support Engineer Resume Examples & Samples

Providing proactive support for all our colleagues via various methods (walk-ups, desk side, remote, phone support etc)
Support all IT systems and facilities in the assigned office, supporting all the users with a myriad of systems including Video Conferencing, bespoke conference rooms, meeting rooms, TV, AV etc
Supporting the end users before, during and after any office moves to ensure that all IT Systems and equipment are operational with minimum disruption to the end users
Investigating and resolving as many incidents as possible, taking ownership of issues, co-ordinating multiple support teams when required, and communicating effectively to users throughout
Taking responsibility for logging all reported incidents, and contributing to root cause analysis in order to improve service on an on-going basis
Managing all end user requests ensuring that the relevant approvals have been obtained as per defined processes and policies
Working to a high standard of service management, with an emphasis on customer service, documentation & availability
Proactively maintaining the infrastructure to prevent failures/issues and improve performance, availability and resilience
Escalating issues as necessary to the other teams, without losing the ownership of the overall issue
Responsible for learning and executing of ALL internal processes and procedures related to the End User Support department and ensuring they are followed, with deviations being reported or escalated as required
Maintaining a record of all end user devices issued by or returned to the IT team on the IT Asset Register
Maintain a good stock of general IT kit and peripherals for the user base and place orders for equipment as and when required following the standard procedures for procurement
Good general IT Knowledge and awareness of latest technologies related to End User environments
Microsoft Office – installation and troubleshooting knowledge
Microsoft Outlook knowledge
Very good hardware knowledge in PCs, Laptops, Printers and other devices
Excellent customer facing skills
Quick learner with a willingness to develop technical skill sets
Good logical thinking
Good follow-up skills
Ability to prioritise and focus under pressure
Some skills or basic awareness of the following industry standard products including Windows 8/Windows 7, Active Directory, Exchange 2003/2010, Outlook 2010/2013, Office 365, MS Lync, SCCM, Casper, follow me printing and Multiple Web browsers
Some knowledge in supporting multiple Mobile device platforms, iOS/Windows 8, Android
Some Networking experience is desirable
At least one year experience in IT Support or Customer Support environments

Virtual Desktop / End User Support Resume Examples & Samples

Support users in virtual desktop environment (VDI)
Maintain image updates and releases
Maintain zero-client and support thick-clients
Work with Infrastructure teams to maintain service
On-call support

End User Support Technician Resume Examples & Samples

Set up and install equipment such as microphones, sound speakers, video screens, projectors, video monitors, recording equipment, connecting wires and cables, sound and mixing boards for events and functions such as concerts, sports events, meetings and conventions, presentations, and news conferences
Ensure A/V equipment is installed according to designated layout
Test and resolve equipment issues
Compress and digitize audio and video data
Send in equipment for repairs as needed
Degree in audio visual technology or a related field, such as digital media

End User Support Analyst Resume Examples & Samples

Build/deploy, Install, configure, test, maintain, monitor, and troubleshoot end user workstations and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products
Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
Ensure that all support incidents assigned are completed within Service Level Agreement
Deliver both timely and effective repairs to ensure optimal system performance, resulting in superior customer satisfaction
Interface with end-users, other service technicians, technical support personnel, and other technical professionals and have the communication skills to convey the situation in a tactful, professional, diplomatic and logical manner
Communicate effectively with adverse, difficult and potentially discouraged end-users
Must be able to work as a member of a team
Acquire and maintain current knowledge of systems and support policies in order to provide technically accurate solutions to end-users
Accurately document instances of desktop equipment or component failure, repair, installation, and removal
Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard drives, RAM, CD-ROMs, and so on
Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment
Current (MCTS) certification and (A+) desktop certification is a plus
4 years Hardware/Software Support and deployment
4 years Computer hardware break-fix
4 years supporting office workstations in a Microsoft Active Directory environment
4 years Microsoft Office and Microsoft Exchange
4 years Supporting Windows 7. Windows 10 a plus
Analytical and problem-solving abilities, with keen attention to detail
Ability to troubleshoot complex technical problems with PCs and associated peripherals
Ability to present ideas in user-friendly language
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
Experience with ServiceNow Incident and Problem Management application preferred
Excellent Customer Service skills

End User Support Tech Resume Examples & Samples

Performs troubleshooting for moderate to high complex hardware, software and system problems. Acts as subject matter expert for at least one device type
Strong knowledge of Windows operating system environment, network printing systems and Microsoft Office modules
Solid customer service skills
Associates degree or technical institute degree/certificate

End User Support Technician Resume Examples & Samples

6-8 years relevant experience including leading teams
Advanced customer service skills required
Proficient in Windows operating system environment, network printing systems and Microsoft Office modules
Bachelor's degree in Computer Science, Technology or Business discipline or 6-8 years relevant experience including leading teams

End User Support Technician Resume Examples & Samples

Service Request Management. Respond to tickets, email, call-ins, and in-person requests. Every request is documented in a ticket. Troubleshoots and handles issues, requests or problems with operating systems, applications and remote access for the end-user community. Defines and classifies level, priority and nature of problem, request and/or issue. Responsible for opening, tracking and closing trouble tickets that ensures problem ownership and promotes end-user satisfaction. Documents, tracks, and monitors Service Desk calls to track status of tickets and ensures tickets are closed promptly upon completion of requests
Install and configure FAA-issued hardware: computer workstations, laptop computers, tablets, and hand-held devices
Performs life cycle management (LCM) of FAA-issued equipment, to replace equipment as it runs out of warranty coverage
Coordinates priorities with numerous functional areas to ensure timely completion
Provides operational support such as incident resolution, incident escalation, critical situation disposition and closure
As needed, acts as the primary interface for both internal and external costumers
Performs troubleshooting and problem resolution for multiple locations and networks
Follows IT security procedures and reports any suspicious activity
Creates and manages user and computer accounts
5 years of directly related experience supporting end user systems and networks
Certification in Microsoft Win7, Office 2010, and Microsoft Networking required
Microsoft Certified Desktop Technician (MSCDT) preferred
Microsoft Systems Engineer (MCSE) and Novell Certified Network Engineer (CNI) preferred
ITIL and HDI certifications preferred

End User Support Technician Resume Examples & Samples

Complete assigned tasks within specified timeframes as defined by direct manager
Ensure the highest standards of conduct and integrity are, observed as defined in Juniper's corporate policies
Attend training and mandatory company meetings as necessary
Report any inappropriate internal or external activity to management
Duties include one on one daily interaction with users and other IT support professionals
Provide red carpet support to VIP users
Hardware and software troubleshooting
Builds and installs of new PC's/ rebuilds of old ones. Hardware replacement after diagnostics
Excellent understanding of networking basics/TCP/IP
Follow up on open tickets to ensure proper response and satisfactory resolution and keep detail oriented documents regarding problems and solutions
Handling Desktop Support requests, including escalations from other Desktop administrators
Demonstrated understanding of computer hardware, operating systems functions and components. Must be familiar with multiple makes/models of desktops and laptops and be able to disassemble, troubleshoot and reassemble hardware
Experience using PXE boot imaging or other desktop imaging software
Knowledge of Active directory and SCCM
Hands on Windows 7 & 8, Linux, and Mac OSX operating system
Basic knowledge of Lenovo ThinkPad & Apple Mac Hardware
Hands on 0365 cloud and Microsoft Lync
Hands on MS Office 2013 and 2016
Knowledge of DUO Console/Technology and VPN
Knowledge of VIOP phones
Excellent troubleshooting knowledge of Networking
Experience with mobile devices (Apple and Android)
Experience with McAfee Anti-Virus

Manager, End User Support Resume Examples & Samples

Provide management, leadership and direction in the continued development and education of the Systems Analyst and the members of the PC/LAN Analyst teams responsible for technology support in Alabama and Mississippi
Provide management, leadership and direction for the operation of the 24x7 Service Desk across the organization, including 3rd party providers
Research and analyze new technologies and hardware, seeking continuous improvements for office and field users
Create and administer Project Plans to cover the requests in which the Systems Analyst and/or the PC/LAN Analyst teams are assigned activities, which may also include Corporate, Operations and Infrastructure groups
Manage the daily technology support operations in Alabama and Mississippi and supervise support personnel to ensure all schedules are maintained and deadlines are met
Manage enterprise-wide Service Desk operations, including operations and staff in Birmingham, AL, Hattiesburg, MS and an outsourced provider
Manage the timely and complete resolution of problems and requests entered into our issues tracking application by end users
Oversee the training requirements and support for field operations, as requested by the business
Create and structure a development plan for the PC/LAN Analyst teams for certifications and career growth
Seek out maintenance program savings for laptops, desktops, tablets, monitors and other applicable end user computer devices
Schedule system maintenance with Systems Analyst and Lead PC/LAN Analyst in accordance with established programs
Assist in coordinating applicable software changes and updates with management and affected end users
Ensure required department or company documentation and forms are completed in a timely manner
Analyze, investigate and assist in developing any Operations-related solution proposals for business-sponsored initiatives
Supervise the preparation of monthly reports on support activities for monthly reviews/meetings
Interact with end users to assist in designing modifications and/or enhancements to improve the user experience, in coordination with the business units
Complete special projects as assigned by the Director of Business Support Services
Manage the deployment of computer and peripheral equipment, including multi-function and print devices
Manage, inventory and reconcile the computer and peripheral equipment database, including multi-function and print devices and assist with the purchase, receipt and distribution of said equipment
Coordinate special projects within supervised personnel for outside requests
Three years or more experience in developing a working knowledge of the software systems used in the natural gas operations of a gas distribution company or similar industry software
Knowledge of the equipment and software used in the field operations at the Alagasco, Mobile Gas and Willmut Gas Companies, or similar industry knowledge or experience
Strong interpersonal, communication and computer skills
Ability to learn and analyze new technologies quickly, and to absorb and analyze data effectively and efficiently
Ability to motivate and focus team members on the specific scope of work or project goal(s)
Ability to write reports, proposals, requests for change and to make presentations
Ability to identify areas of potential improvement and drive that change to implementation
Ability to work with the Director, Business Support Services and other affected departments or groups to coordinate the development and implementation of dependable, efficient and error-free systems which meet user expectations or by responding to end user requests
Ability to create accurate project plans, effectively manage the efforts detailed in the plan and complete work assignments by set deadlines
Ability to work well in a fast-paced and/or stressful environment
Ability to solve problems quickly and completely
Ability to learn and understand the various department policies and procedures within the Operations Groups of Spire Inc
Ability to schedule and utilize limited resources to successfully complete daily duties, assigned project tasks and responsibilities
Ability to evaluate, manage and resolve personnel issues, including any interpersonal conflicts (and subsequently report to his/her manager)
Ability to manage, train and develop team members
Bachelor’s degree in Information Technology, Computer Science or computer related discipline
For Current Spire/Alagasco non-degreed employees applying for Spire/Alagasco locations ONLY:The Bachelor’s degree requirement is waived
Master’s degree in a Business, Finance, Math, Project Management or Engineering related discipline preferred
Directly supervises (9) or more management employees, including but not limited to: Systems Analyst, Lead PC/Lan Analyst, Supervisor – Service Desk, Manager – RMS Support, Asset Acquisition Coordinator and four PC/LAN Analysts II and III located in our entire Alabama & Mississippi geographic area
Recognize problems and respond, systematically gather information, sort through complex issues, understand consequences of decisions, seeks input from others
Ability to make difficult decisions and communicate those decisions to others
Sets challenging and productive goals for the team and holds others accountable for actions
Ability to provide resources and support
Ability to use checkpoints and processes to measure results
Ability to lead by example, define roles/responsibilities, motivate and set strategy

End User Support Technician Resume Examples & Samples

Strong knowledge of the Windows environment
Strong knowledge of PC Hardware, Software, related peripheral equipment and networking
Strong knowledge of software packages
Good command of how to use technical resources
Excellent interpersonal, customer service, analytical, troubleshooting and communication skills
A+ Certified preferred
Alliance Data offers a competitive salary and a comprehensive selection of benefit options including 401(k)
Alliance Data will consider for employment qualified applicants with criminal and credit histories in a manner consistent with all applicable laws

Supervisor, End User Support Resume Examples & Samples

Bachelor’s degree in Computer Science, Electrical Engineering, Information systems or related discipline, OR equivalent relevant experience in addition to the minimum experience requirement
3+ years technical experience in IT and no less than 1 years in a comparable supervisory role
Excellent communication and mentoring skills
Previous background in customer service and project management as well as direct accountability for supervision of EUS staff directly supporting operations
Technical knowledge in Desktop, Mobile devices, Network and Telecom technician duties
Skills in proactively identifying ways to enhance or improve programs, processes and systems
Budget management skills

End User Support Analyst Resume Examples & Samples

Associate’s degree in Information Technology or related discipline or equivalent experience required; Bachelor’s degree in related field preferred. May use related experience in lieu of education
Experience with Windows 10 operating systems and related networking (TCP/IP, DHCP, DNS)
Experience with SCCM, and remote administration
Currently active Security+CE certification or other IAT level II 8570 compliant certification or higher
Currently active Secret security clearance required
CompTIA Certification(s) A+, NET+, and SEC+ preferred
Experience using Remedy software (Action Request System)
Preferred scripting: Power Shell, VBscript, or JavaScript a plus
Experience with Virtual environments desired

End User Support Engineer Resume Examples & Samples

Provides support and ensures reliability of deployed technologies, systems and processes according to established procedures and industry best practices
Troubleshoots, analyzes, monitors and reviews records and reports of productions, application, system failures and other problems
Responsible for monitoring performance and maintaining system stability. Responsible for maintaining and enhancing accurate documentation steps for installation, maintenance and configuration activities. Maintains platform related inventory and other hardware/software/license tracing documentation
Manages team and small cross functional/departmental projects. Coordinates the successful execution of project activities. Assists and develops project presentation. Presents project presentation to technical groups
Provides knowledge, training and solution sets to first level support teams to improve first call resolution and increase customer satisfaction. Reviews issues to identify trends and make recommendations for improvement
Experience with Active Directory structure and logic
Basic understanding of script language as it applies to troubleshooting or discovery (ie. Powershell, macro, etc)
Basic understanding of group policy and script behavior
In depth understanding of Windows operating system deployment and management (Windows 7, 8, 10)
Experience with client application installation, packaging and deployments
Experience with Mobile Device Management preferred
Mobile Device Management (MDM)
Skype for Business Administration
SCCM (System Center 2012)
Application packaging and deployment
Image development & management via MDT
Tier 3 incident resolution/ root cause analysis

End User Support Analyst Resume Examples & Samples

General I.T. support including, Apple MacBook Air/Pro, Dell and Microsoft Surface laptops, and miscellaneous mobile devices
Be customer focused, committed to continuous quality improvement and have a can-do attitude with exceptional communication skills
Ability to simultaneously work on and prioritize multiple tasks
Managing cue of tickets, priortizing, routing of tickets, etc
Manage laptop software and hardware upgrades/deployments, both in-office and remote
Maintain local audio/visual infrastructure and provide support (projectors, A/V conferences, etc.)
Create and maintain corporate laptop images
Maintain asset inventory database to track and control all I.T. deployed assets
Eagerly learn new technologies
Work outside normal business hours when necessary to resolve critical issues
Travel (less than 5%) to other company locationsThe candidate should be able to troubleshoot, analyze, upgrade and configure these technologies as needed
Microsoft Windows 7, 8.x, and 10
Mac OS X 10.x
Microsoft Office 365/2016
Skype for Business/Lync (PC/Mac)
Microsoft SCCM
System Imaging/Deployment, Patching, and software deployment experience
Microsoft Active Directory – Administer day-to-day moves, adds, changes
Smartphone support: iPhone, Android, Windows Phone
Tablet support: Windows, iOS, Android
CheckPoint PointSec is a plus (Encryption support)
Basic knowledge of servers is a plus

End User Support Technician Resume Examples & Samples

Current Industry Certification (i.e., MCITP/MCTS) preferred
Experience in troubleshooting Windows 7-10
Experience in troubleshooting Mac OS X
1-2 year(s) experience in a Help Desk or related desktop support role preferred
Basic understanding of networking technologies and/or platforms
Demonstrate analytical, critical thinking and decision-making
Ability to follow direction and embrace constructive decent
Excellent communication and time management skills
Must be available to work in an operations environment with hours ranging from 8:00am-7:00pm EST as well as occasional 24/7 on-call

End User Support Engineer Resume Examples & Samples

Takes ownership of and resolves customers' product issues via telephone, email, or in-person, meeting or exceeding stated service level agreement (SLA) time frames
Regularly executes case management best practices through clear and timely documentation of customer contact, written or verbal, in the knowledge management system
Works closely with the Support Manager for issues that require escalation. This includes detailed review of previous troubleshooting steps, workflow process, error messaging, and testing
Research existing knowledge bases, issue tracking system, and product documentation for existing answers to known issues resulting in increased first contact closure rates
Actively contributes to the resolution knowledge database through the creation of articles when unknown issues are resolved
Provides a positive customer experience for every customer contact
3-5 years of documented customer applications engineering support in a technical support environment
Ability to work with clients and other groups within the company in resolving issues
Applied knowledge of common service practices and customer handling techniques
Strong communication skills as they relate to telephone, verbal, written, analytical and interpersonal communications
Ability to explain technical concepts to non-technical people
Must have good listening skills and be able to document thoroughly and accurately
General troubleshooting/resolution skills in relational databases (SQL Server and Oracle)
Familiarity with Performance and latency diagnosis & troubleshooting
An understanding of .Net Framework, with modest coding ability in VB.NET
Familiarity with SQL Query Language, and SQL Server Reporting, SQL Server Analysis Services
Some basic familiarity with Citrix and VMs
General Webserver (IIS) knowledge

End User Support Engineer Resume Examples & Samples

Providing proactive support for all our colleagues via various methods (walk-ups, desk side, remote, phone support etc)
Support all IT systems and facilities in the assigned office, supporting all the users with a myriad of systems including Video Conferencing, bespoke conference rooms, meeting rooms, TV, AV etc
Supporting the end users before, during and after any office moves to ensure that all IT Systems and equipment are operational with minimum disruption to the end users
Investigating and resolving as many incidents as possible, taking ownership of issues, co-ordinating multiple support teams when required, and communicating effectively to users throughout
Managing all end user requests ensuring that the relevant approvals have been obtained as per defined processes and policies
Proactively maintaining the infrastructure to prevent failures/issues and improve performance, availability and resilience
Escalating issues as necessary to the other teams, without losing the ownership of the overall issue
Responsible for learning and executing of ALL internal processes and procedures related to the End User Support department and ensuring they are followed, with deviations being reported or escalated as required
Maintaining a track of all end user devices issued by or returned to the IT team on the IT Asset Register
Maintain a good stock of general IT kit and peripherals for the user base and place orders for equipment as and when required following the standard procedures for procurement

Computer End User Support Analyst Senior Resume Examples & Samples

Sr level Comp Tech for helpdesk, end user support, and other IT requirements in the Defense Threat Reduction Agency (DTRA) environment
Ability to troubleshoot/resolve common IT issues
Current Security + (CE) certification
Demonstrated ability to effectively troubleshoot (level 2/3) desktop issues related to desktop integration with network, server and/or peripherals

Spanish Speaking PP End User Support Associate Resume Examples & Samples

Utilizing ticketing system for incoming requests and issues
Investigating time to resolve requests and issues first by yourself before opening incident to the next incident layer
Providing technical checks and loading new catalogs into SAP SRM
Providing support on system related questions, trainings, consultancy services on existing functionalities of the system

Italian Speaking PP End User Support Associate Resume Examples & Samples

Reviewing IT feedback related incidents and forwarding to the End User
Giving technical 1st level support in regards to SAP SRM catalog content
Maintaining SOPs, Annexes and training materials for 11st level support
Delivering process training to the end users as requested by the Team Lead

IT End User Support Engineer & Operations Support Resume Examples & Samples

Desktop support for the Oslo office with approximately 100 computer users in a networked computing environment
Responsible for the installation, configuration, and troubleshooting of computer hardware, operating systems, network configurations, software and IP Telephony
Liaise with global helpdesk for escalation issues
Provide support, including procedural documentation
Support the roll-out of new applications
Responsible for the operation and maintenance of the telephone system
Diploma / Bachelor’s Degree in Computer Engineering / Computer Science or its equivalent
2 – 3 years’ working experience in system support engineering
Must have strong technical knowledge of Windows OS and all communication and hardware troubleshooting on PC’s
Good understanding of TCP / IP networking
Experience in installing and configuring computer hardware operating systems and applications
Experience in troubleshooting system and network problems and diagnosing and solving

Manager, End User Support Resume Examples & Samples

Manage strategic direction and tactical operations for the Desktop Support team which supports users across the enterprise
Ensure timely delivery of quality technical support service to internal clients
Recruit, manage, and lead a distributed team of Desktop Support Technicians
Collaborate with leaders across the organization to identify areas for improvements
Drive technical innovation and efficiency through automation and self-service portals
As an escalation point, provide exceptional technical support, troubleshooting, and complex problem resolution
Oversee the annual 25% hardware refresh

Specialist IS Business Systems Analyst Application Run Management & End User Support Resume Examples & Samples

Experience in effectively managing relationships with internal business partners and service providers (internal and external)
Strong knowledge of the ITIL framework and how to effectively operationalize these processes to drive service excellence
Working experience with ServiceNow or a similar system as a Service Level Manager, ITIL process owner, service owner or system owner
Working experience in End User services environments and / or as a business analyst
Strong understanding of systems development life cycle (SDLC) processes
Ability to drive vendor performance and evolving services to meet company’s strategies and goals through reporting, monitoring and communicating service provider metrics
Experience managing complex and global enterprise level vendor engagements from implementation, lifecycle management, to continuous improvement
Financial discipline, including budget and investment planning and ongoing management of financial performance to plan for operating expenses and projects
Ability to present and discuss technical information in a matter that establishes rapport, persuades others, and establishes understanding, for technical and nontechnical audiences

End User Support Technician Resume Examples & Samples

Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area. Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership
Supports team members and assists in resolving incidents as a Subject Matter Expert
Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements
Installs, configures, troubleshoots, and resolves problems on a variety of hardware and software via telephone/remote control access and occasional on-site support
Creates and edits documents for email distribution and/or posting in the department knowledgebase
May perform duties as a subject matter expert including updating knowledge management documents and providing trend analysis
Stays abreast of, and complies with, company and department policies and procedures as related technology and end-user services
May be responsible for running reports and communicating results to leadership
Conducts advanced hardware troubleshooting and initiates warranty processes as required
Minimum of a High school diploma and two (2) years of relevant experience in a technical helpdesk or other technical support environment required or combination of education, training and experience. BS in Computer Science, MIS or related degree preferred
May work a non-standard shift including nights and/or weekends
Intermediate technical knowledge of the following preferred

End User Support Analyst Resume Examples & Samples

Assoc: 1-3 years’ work experience, preferably in a related industry or project environment
End User: 3-5 years work experience
Sr.: 5-8 years work experience
Proficient with Windows 7, 8 and 10 troubleshooting
Troubleshooting of hardware including desktops, laptops, printers and mobile devices
Perform software installs, configuration, and troubleshooting of applications
Troubleshoot networking issues on PCs
Troubleshoot operating systems issues
Create and maintain Active Directory objects
Mac OSx experience a plus
Cisco Unified Communication experience a plus

Application & End User Support Administrator Resume Examples & Samples

Provide level 3 (expert) ticket support to resolve complex Business and Supply Chain Systems end-user and applications issues
Develop and provide metrics to monitor and improve IT processes
Team with US counterparts to build global synergy
Oracle/PeopleSoft
Scripting (multiple languages)
Experience in Lean+
Knowledge of Agile development methods
Bachelor’s degree is MUST with typically 5 or more years' related work experience

IT Lead, Infrastructure & End User Support Resume Examples & Samples

Manages the IT Infrastructure and End User Support staff including performance evaluations, staffing, and team development reporting into the Head of IT
Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
Owns the blueprint of all Infrastructure and Operations services that include but not limited to: Network & Telecomm, Hosting and Cloud, Data Center, Server and Storage, End User Collaboration, Application Support and IT Operations
Calibrate technology solutions to industry standards and incorporate opportunities arising from emerging technologies
Responsible for assuring end users are provided excellent and timely support within established SLAs
Performs staff scheduling to ensure proper coverage during established business hours and on-call support as required
Interfaces with 3rd party IT service, software, and hardware companies in support of business critical systems
Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed on time and reported out accordingly
Oversees the Service Desk system (ServiceNow), interfaces with users and system administrators for modification request, adds moves and changes, upgrades and enhancements
Develops IT SOPs in support of IT Standards, regulatory requirements, and best practices
Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
Performs asset management and enforces process for the continual and accurate tracking of all assets
Provides leadership by projecting a positive attitude, stays calm under pressure, and demonstrates approachability
Interfaces with end users, employing a high degree of tact and diplomacy to promote a positive image of the department
Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
Demonstrates management and decision making skills with a proven track record of completing tasks and/or project within budget and on schedule
Ability to manage multiple high priority initiatives in a fast paced highly technical environment
Remains available during off-peak hours to respond to support service issues
Performs other duties and responsibilities as assigned by the Head of IT
Bachelor’s degree in information Systems, Computer Science or related technical discipline required
Minimum 10 years leadership experience in IT Engineering and Architecture
Broad and deep technology knowledge across multiple technologies and platforms such as
ITIL Experience and/or Certification
AWS/AZURE Experience
Microsoft Certified Professional
Prior experience in Healthcare or Life Science Industries
Previous experience in a startup environment

End User Support Analyst Resume Examples & Samples

Be the single point of contact for colleagues to receive support and maintenance with the organization’s desktop computing environment
Serve as QA for all devices configured
Create and maintain all thin client, laptop, and desktop images
Implement LANDesk provisioning of hardware and software
Provide end user application support
Serve as SME for evaluating all new hardware products
Create and manage process documentation
Complete and manage all assigned projects
6+ years experience in end user support
Broad knowledge of PC applications
Commitment to customer service. Broad knowledge related to hardware configurations and troubleshooting
Broad knowledge of hardware and network skills
Deadline oriented, team oriented
Ability to coordinate and work with other departments
Demonstrated initiative, with the ability to manage priorities and meet deadlines
Able to apply knowledge and analytical thinking to work through issues

End User Support Tech, Research Mission Resume Examples & Samples

Responsible for resolving specified number of tickets per day; resolving percentage of monthly tickets using remote support tools; resolving a percentage of monthly tickets at desktop site using mobile tools and devices; responsible for publishing ticket updates to self-service interface in order to keep end-users apprised of the status of their request. Using established technology, technician is responsible for notifying all users of ticket ownership and contact information. Responsible for closing tickets in a timely manner while striving to reduce the mean time to resolve each issue
Assist and participate in implementing and planning small projects or projects that are specific to the tech’s assigned department. Involved in the installation, rollout, and/or upgrade of new software, hardware, systems, servers, networks, etc. Participates in testing and evaluating new software, hardware, systems, servers, networks, etc. and implements prototypes
Responsible for assisting with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation. Monitor the assigned desktop queue(s) in the Front Range ticket system. Log real time written journal entries documenting actions taken on all ticket requests. Close tickets within established service levels. Be compliant with all responsibilities and administrative tasks (Innotas, timely journal entries, use of standard email templates, etc.)
Responsible for the implementation, installation, maintenance and support of End User Infrastructure Support equipment, software and connectivity for PDAs, PCs Macintosh and Windows workstations, printers, LAN, AV, Video conferencing, telephone. Responsible for implementing known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise. Provide over-the-phone and on-site Tier 2 assistance to users (problem identification, instruction, and resolution of problems); escalate to Tier 3 when necessary. Perform diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses. Independently design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges
Demonstrate an ability to communicate technical terms, MCIT policies, and difficult messages to end users in a service oriented fashion. Provide one-on-one instructions/training/guidance to end users and the help desk on use of hardware/software and standard procedures. Provide exemplary customer service across all levels of the organization; embrace a never-say-no attitude when addressing customer issues. Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT
Must have a BA/BS degree and four or more years of work experience in healthcare and/or education in complex organizations
Requires an in-depth knowledge of personal computing, Mac and Windows PC/Workstation based LAN systems, TCP/IP protocols, personal computing, End User Infrastructure Support management tools, client functions and applications (Active directory, Domains, PDA support, application troubleshooting, etc.)
Excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, IT management, staff and vendors
Must have excellent interpersonal skills, and ability to understand the business and technical needs of the client as well as foster customer relationship building and deliver outstanding customer service
Strong verbal and written communication skills; ability to communicate technical information to non-technical users; ability to work effectively with customers
Should be able to work in a fast-paced environment, support multiple initiatives simultaneously, prioritize work to meet and or exceed established service levels and be dependable
Strong time management, technical and analytical skills required
Ability to think logically and creatively in problem solving
Contributes individually with minimal supervision and as part of a team
Working conditions/physical demands of bending and lifting weights up to 40 pounds
Ability to work effectively with customers and other IT team members

End User Support Technician Resume Examples & Samples

Customer Service and Communication: a. Demonstrate an ability to communicate technical terms, MCIT policies, and difficult messages to end users in a service oriented fashion. b. Provide one-on-one instructions/training/guidance to end users and the help desk on use of hardware/software and standard procedures. c. Provide exemplary customer service across all levels of the organization; embrace a never-say-no attitude when addressing customer issues.d. Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT
Technical Skills (End User Device administration/configuration/support/troubleshooting, Use of tools and utilities): a. Responsible for the implementation, installation, maintenance and support of End User Infrastructure Support equipment, software and connectivity for PDAs, PCs Macintosh and Windows workstations, printers, LAN, AV, Video conferencing, telephone.b. Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise.c. Provide over-the-phone and on-site Tier 2 assistance to users: problem identification, instruction, and resolution of problems; escalate to Tier 3 when necessary.d. Perform diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses.e. Independently design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges. f. Conducts complete diagnostics of most business problems; anticipates implementation obstacles
Administrative Tasks & Record Keeping (Journal Notes, Innotas Entries, etc.):a. Responsible to assist with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation. b. Monitor the assigned desktop queue(s) in the Front Range ticket system. Log real time written journal entries documenting actions taken on all ticket requests. Close tickets within established service levels.c. Be compliant with all responsibilities and administrative tasks: Innotas, timely journal entries, use of standard email templates, etc
Project Participation:a. Assist and participate in implementing and planning small projects or projects that are specific to the tech’s assigned department.b. Involved in the installation and rollout of new and upgrade of existing software, hardware, systems, servers, networks, etc. c. Participates in testing and evaluating new software, hardware, systems, servers, networks, etc. and implements prototypes.d. Develops specifications and designs technical systems; selects tools and methodologies for projects; commits to deliverables with customers and/or management and meets project deadlines
ITSM Metricsa. Responsible to resolve specified number of tickets per day.b. Responsible to resolve percentage of monthly tickets using remote support tools.c. Responsible to resolve percentage of monthly tickets at desktop site using mobile tools and devices. d. Responsible for publishing ticket updates to self-service interface in order to keep end-users apprised of the status of their request.e. Using established technology, technician is responsible for notifying all users of ticket ownership and contact information.f. Responsible to close tickets in a timely manner while striving to reduce the mean time to resolve each issue
Leadership Development Skillsa. Mentors less-experienced staff with responsibility for their technical development.b. Participation in budget and resource planning.c. Represent manager/team in meetings and project planning as needed and may perform backup administrative tasks

End User Support Engineer Resume Examples & Samples

A minimum of 5 years of professional experience in Information Technology OR Master’s degree with 3 years of experience
A minimum of 3 years in Customer Support and Service
Must be willing to travel 20%
Must be willing to work out of an office located in Dubai
Must speak and write fluent Russian

End User Support Engineer Resume Examples & Samples

2-5 years of experience in Desktop/Server Support, Audio Video Conferencing, User Support
Bachelor's degree preferably in Computer Science or equal experience
Certification in Microsoft Technologies- Server/Desktop or equal Experience

Senior End User Support Engineer Resume Examples & Samples

Gathers complete and accurate information on the nature, complexity, and urgency of customer issues and accurately records all information in customer contact software
Clearly communicates technical responses to customers ensuring their understanding of the steps needed to resolve issues reported to the APM support center
Maintains an in-depth understanding of GE's APM products, support protocols, customer contact software and departmental procedures
Consistently display an enthusiastic, positive, and professional attitude in both words and actions
Works with customers on a weekly basis to review open tickets and cases and carry out any pending actions on them
Associates Degree with emphasis in Computer Science, Information Systems, or similar field; Bachelors preferred
Must have the technical aptitude to learn new software products and customers’ business practices
Familiar with PC hardware, software, operating systems, communications and data transfer protocols
Must be able to work independently with minimal supervision, but also be able to collaborate as part of team
Able to manage multiple jobs and/or processes concurrently (multi-tasker with time-management)
Desirable but not required: SAP configuration diagnosis & troubleshooting, LDAP and Active Directory setup and troubleshooting, structural understanding of security, user and group permissions – always a plus, but not strictly required
General Webserver (IIS) knowledge:In general: working familiarity in end-to-end 3 Tier deployments and how to investigate, diagnose, troubleshoot and resolve complex problem issues

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