IT Support Technician

Posted on: 2009-08-21

SUMMARY OF QUALIFICATIONS Highly motivated, experienced Entry Level IT Professional seeking an opportunity to utilize and contribute extensive technical experience and education to an industry leader. Reliable, hardworking professional with excellent interpersonal skills. RELEVANT EXPERIENCE ITT Technical Institute, Webster, TX March 2008 – March 2009 IT Support Technician • Maintained, troubleshot, configured, and repaired computers in student and staff computer labs to ensure optimum operation and prevent user interruptions. • Installed and configured operating systems including Win 2003 Server, W2k Pro Server, W2k Pro Workstation, Win XP (Pro/Home), WinNT 4.0 Server, and WinNT 4.0 Workstation in accordance with manufacturer specifications. • Efficiently completed installations and support for software applications including Microsoft Office Suite, Word Perfect 6.0/2000, MS Works, AS400, AutoCAD, Norton Anti-Virus 4.0/5.0/2000/2002, McAfee, Adobe Photoshop Deluxe/6.0, Adobe Illustrator 10, Sound Forge, Director Shockwave 8.0, Dreamweaver, Power Archiver, WinZip, and Paintbrush. • Performed maintenance, configuration, and repair of hardware, internet connectivity, email, and peripheral devices including printers, scanners, fax machines, and copiers in accordance with company guidelines and specifications. • Re-imaged hard drives, enforced network solutions, and completed daily backups to ensure complete data security and network reliability. American National Insurance Company, Galveston, TX June 2002 – May 2007 Help Desk Support Specialist • Fielded 150 inbound and outbound calls daily to provide technical support for clients regarding Pegasystems data processing software, in accordance with manufacturer specifications. • Assisted clients with insurance policy management and internal communication utilizing Pegasystems software by providing step-by-step instructions, answering inquiries accurately and courteously, and troubleshooting as needed. • Accurately documented all issues and resolutions utilizing dedicated software for up-to-date file maintenance and recordkeeping. • Facilitated training of new call center employees including proper phone etiquette, troubleshooting, documentation, company policies, and procedures. • Achieved recognition for outstanding quality of customer service with numerous customer-support awards and personal commendation from clients. EDUCATION ITT Technical Institute, Webster, TX Associate of Applied Science, Information Technology - Computer Network Systems Anticipated Date of Graduation: September 2009