IT Professional or IT Support Technician Resume

Title
IT Professional or IT Support Technician

Primary Skills
Please see resume for skills

Location
US-MI-Detroit

Posted
Feb-06-10


Objective: To obtain an entry-level position in which I can apply the knowledge attained while earning a Bachelor of Science degree in IT and also utilize my extensive customer service experience. I am also seeking the opportunity to contribute to a growing organization while gaining invaluable employment experience.

HIGHLIGHTS OF QUALIFICATIONS
-- Graduated with Bachelor of Science degree in Information Technology
-- Over one year of experience serving in a direct IT support role
-- Over 7 years of experience in the customer service industry
-- Thorough knowledge of Windows operating environment and Microsoft Office applications
-- Proficient in performing computer-related tasks
-- Able to quickly learn and operate new software to maximize operational productivity and efficiency
-- Excellent verbal and written communication skills
-- Very strong work ethic and attention to detail
-- Strong dedication to completing tasks with exceptionally high standards of personal accountability
-- Able to assimilate new information quickly and think creatively to solve problems
________________________________________
RELEVANT EXPERIENCE
Support Technician
TechTeam Global Inc.
Southfield, MI
11/2008 - Present

-- Provide professional end-user support via telephone for one of the company's largest clients
-- Perform troubleshooting and provide restorative or maintenance actions to resolve end-user problems including software and hardware related issues
-- Consistently exceed project objectives of first touch resolution and correct incident documentation as established by service level agreement
-- Correctly track incidents and calls, including entering data into the incident management system timely and accurately
-- Contribute new knowledge and suggest process improvement based on learned experiences from service calls
-- Trained for supervisory role involving technician support and service disruption management

Product Flow Specialist
Circuit City Stores Inc.
Dearborn, MI
08/2002 - 12/2008

-- Gained extensive experience with customer service by continually maintaining positive interactions with customers to ensure customer satisfaction
-- Collaborated with technical support staff to ascertain the cause of technical issues
-- Became familiar with common methods used to diagnose and resolve technical problems
-- Used Windows OS and Microsoft Office tools to accomplish daily tasks
-- Created an excellent customer experience through store and merchandise preparation
-- Conducted some research on the company's network infrastructure as part of college curriculum

Professional Technician
Wayne State University
Detroit, MI
10/2001 - 12/2005

-- Facilitated after school classes for middle school students
-- Trained students on basic PC usage and provided guidance to students in using the PC for class activities
-- Reinforced knowledge of Windows OS and Microsoft Office applications through the production of letters, lesson plans, and signs
-- Planned and coordinated extracurricular activities that promoted educational and social development
-- Learned valuable interpersonal skills by maintaining positive professional relationships with staff, students, and parents
____________________________________________
EDUCATION
Bachelor of Science degree in Information Technology - 08/31/2009
University of Phoenix, Southfield, MI

Certifications
See above


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