Technical support, service desk
Vodafone
Total years of experience :15 years, 1 Months
Provided technical support to callers by researching and answering communications questions; resolving problems; providing resources.
• Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to the second level; tracked the status of problems and solutions.
• Established service by walking callers through new installations and configurations.
• Improved caller capabilities by providing additional documentation; recommending training courses.
• Maintained help desk database by entering caller statistics, inquiries, and responses
• Improved help desk results by recommending changes in information and processing.
• Updated job knowledge by tracking and understanding emerging practices and standards; participated in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Provided level 2 IT support to non-technical personnel
• Managed call flow and responded to technical support needs of customers.
• Resolved client issues in a clear, courteous and straightforward manner.
• Demonstrated professionalism and courtesy with clients at all times.
• Identified and solved technical issues with a variety of diagnostic tools.
• Created cases and Followed up with clients to ensure optimal client satisfaction
• Conducted research to address customer concerns.
• Remained up-to-date on the latest technologies and solutions applicable to company products.
• Provided coaching and consultation to level 1 agent and new hires.
• Support Microsoft servers, support Cisco routers, switches, Linux, Mac servers
• Focal point and manage IT Helpdesk phone and email. BMC compliant helpdesk ticketing tool.
• End user Desktop Support - Windows OS (Win 7, Win 10), desktop imaging, and troubleshooting, movement of PCs, laptops printers, cabling, cable dressing
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Multi-function printer support
• MAC OS Support with Windows Dual boot
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Administration of Microsoft AD, Exchange and DNS
Office 365 User migration and Support
Microsoft Office Suite Applications
IT Asset Management
• Networking and internet connectivity issues, Active Directory, and password resets.
• Supported Windows operating systems XP and 7, 10 and Microsoft Office Applications.
• Completed work using Remedy Software ticketing application to log-in calls and creating work tickets.
• Resolved various technical problems ranging from PC’s, hardware, software, network printers, LAN.
• Providing technical support over the phone to all IT users
Hardware,
Network Support, Computer Installation /Setup /DSL /Broadband/ Wireless Routers, switches, servers, Printers, scanner, fiber optics system
software,
Windows xp, windows7, windows8, windows10, windows server
Citrix, citrix xenapp and xen desktop help desk support
SCCM, System Center Configuration Manager
MS Word, Excel, PowerPoint, Outlook, Access, team viewer
Norton Utilities/Virus Software/Symantec
Drive Copy, Ghost
Backup Exec VERITAS, acorn’s true image
Cisco operating systems
MacOS, Linux, IOS, , android
information technology