An experienced IT technical support specialist professional with a practical and innovative approach to problem solving and technical issues. An effective communicator, able to converse at all levels internally and externally. A responsible and motivated individual, who works to achieve goals and set targets with a positive and organised approach. An adaptable team player able to work within varied environments.
Within a team with multiple skillsets, provided mentoring to team members that required assistance with issues in software installation/licensing and operating system/application queries.
As part of a team, fulfilled estate wide operating system and software update projects. Aided in the installation and licensing of software onto new Desktops and Laptops both pre roll out and post roll out, whilst maintaining business capabilities for the customer, in an ITIL supported and SC cleared environment.
Updated and maintained knowledge documentation for network backup and restore software including relevant server and site information, which allowed colleagues to carry out their duties with ease and maintained service levels.
studying for Cisco CCNA Networking ICND1 with a view to furthering
my networking knowledge.
Duties and Responsibilities: Handled technical enquiries from customers relating to specific hardware (Windows XP/7/8/10 desktop, laptop, tablet) and software including MS Office 2007/2010/2013/2016/365 and Citrix Xenapp 6/7. Listened to customer's concerns, identified priority issues and offered practical advice in a simplistic manner, which ensured clarity for the customer and a swift resolution. Resolved software installation issues using various diagnostic tools and resources, which included using Unicenter Service Desk R11 and Service Now for dealing with software fault tickets and Yantra for dealing with software requests. Accessed secured software servers and used specialised software installation tools Unicentre Software Delivery Tool and MS System Center Configuration Manager (SCCM) to fulfil my duties. Used remote connection technologies such as Bomgar, Unicenter Remote Control (URC) and Remote Desktop Protocol (RDP) to assist remote end users with software troubleshooting and diagnoses. Set up and reset user profiles on MS Exchange 2010/2013. Resolved activation and Workspace issues for Blackberry, Android and Apple handset devices using Blackberry Administration Service (BAS) and Blackberry Enterprise Server (BES12).
Taking orders and dealing with queries over the phone via a computerised system.
Dealing with relevant queries; giving customer all the information they need to make a decision, taking time to explain complex products in a straightforward, clear way, having integrity when selling products.
Data inputting and administration for outbound calls using Excel.
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