Tier 1 Help Desk Technician, Confidential,�Fairfax, VA – June 2011-Nov 2011 Provide technical support and assistance with installing software programs and troubleshooting Windows XP and , Windows 7 Operating systems and MAC OS.

Privacy policy This is one of the hundreds of Tier 1 Technical Support resumes available on our site for free. Tier 1 Support (ABT Application support).

SaaS, IaaS and AWS), Experience monitoring and analyzing application logs, Basic knowledge of network computing, information system security, DNS, IT best practices is a plus, Experience troubleshooting database records issues using Microsoft SQL Server and PostgreSQL queries, Intermediate knowledge of SDLC and agile methodology, Previous experience working with CNDS providers or working in a CNDSP, Technical understanding in some of the following areas: network communication using TCP/IP protocols, basic system administration, basic understanding of malware (malware communication installation, or malware types), or intermediate knowledge of computer network defense operations (proxy, firewall, IDS/IPS, router/switch, or open source information collection), Experience in an Operations Center providing Senior Leaders specified reports based on information received from supporting units, Have working knowledge of threat and vulnerability analysis, routing protocols, routing, intrusion detection systems, intrusion protection systems, Domain Name Service, or network traffic analysis, Bachelor’s degree from an accredited college in a related discipline, or equivalent experience/combined education, with 9 years of professional experience; or 7 years of professional experience with a related Master’s degree, DoD 8570 Requirements - ITIL v3 Foundation certified, Experience working with the Intelligence Community and priority intelligence requirements, Advanced communications and presentations skills (verbal and written) enabling precise conveyance of information across all CC/S/A/FA with command and proper enunciation of the English language, Strong interpersonal, organizational and critical thinking/problem solving skills, Flexible, dependable and be able to multi-task with priorities, Independently troubleshoot customer issues (ESRs), research solutions, and resolve complex problems by analyzing product & systemic issues (Network, OS, database SQL Server) to identify root cause of problems and determine corrective actions, Work as a liaison & drive communication internally between T2 Support, engineering & product management to resolve customer issues to ensure customer satisfaction, Detail-oriented and highly organized, ability to juggle multiple priorities and parallel projects simultaneously, A minimum of three year’s commercial experience working with complex products and troubleshooting, Good understanding of web markup, including XML, HTML, JavaScript, Provide recommendation, feedback on design change / feature for product supportability to ensure that product meets customer requirements and document the same, Prepare & maintain knowledge base articles for known issues & work around, Willingness to “go the extra mile” to get the job done within SLAs and customer commitments, provide mentoring and training for new employees and work cross functionally as a team member, Proactive in identifying critical point of failure, raising flags & escalating issues that are of urgent nature, On call duty to provide out of hours support on a rota basis, SCQF Level 8 or above qualification in a computer science/software related discipline or equivalent, A degree or post graduate qualification in Computer Science / Software Engineering or equivalent, Good Understanding of Java, J2EE, Weblogic, JMS, web server, Working experience / knowledge of applets would be great, Working experience / knowledge in EXT-JS preferred, The Tier 1 Technical Support Specialist will interact with security sales and installation personnel via telephone and email to assist with the troubleshooting of exacqVision hardware and software, Receive and support incoming post sales and installation inquiries via telephone and email, Support customers within the Tier 1 guidelines, Escalate inquiries outside guidelines to Tier 2, or appropriate person, Experience with MS Windows, and PC Platform, Ability to calmly and concisely communicate with customers, Experience with digital video capture, compression, or streaming, Experience with speaking and solving problems over the phone, Experience with CCTV security video systems, Resolving problems and simulate complex configuration and software problems, Define an action plan for problem resolution, involve R&D when required, Analyze recurring issues and maintain an open channel with the R&D and Product teams for improving the product, Understand partners' needs and provide fixes and workarounds in order to ensure smooth operation, Excellent troubleshooting, problem solving and analytical skills, Experience working in a dynamic and challenging environment, Experience as working as part of an out of hours on call support team, Ability to multi-task without compromising quality, Ability to self-document and work in an orderly manner, Experience with Ad Tech and ad serving troubleshooting, Knowledge of web debugging proxy tools and browsers’ developer tools, Familiar with Programing (advantage: Java Script), CSS, HTML, Experience on online application support experience, Computer Science Students or equivalent experience, Basic Windows Server administration skills, Basic Linux server administration (Red Hat Enterprise Linux) skills, Application development experience (such as Perl, Java, HTML, and Wiki Markup), Some exposure to Windows Server and Active Directory administration tasks, Find solutions for client incidents through the use of internal tools, code reviews and interaction with internal technical teams and engineers, Deep review and assessment of associated tasks, code, underlying databases and components for each incoming client incident, Monitor application and feed processing tools and respond and escalate failures, Trend analysis to identify patterns or repeat incidents on high volume of incidents, Ensure software releases are production ready by collaborating with software engineers and product owners to create, update and maintain proper documentation on initial and subsequent releases, Continuously drive service quality improvements by undertaking thorough root cause analysis and leading corrective actions directly and as part of the release cycle, Manage third party data vendor escalations and updates via phone and email interactions, Maintain an accurate record of activities using JIRA; ensuring detailed and accurate entries, Minimum two years of professional troubleshooting experience, Proven technical ability in solving problems with both hardware and software. Be proud about your expertise but be humble, A great collaborator. This way, you can position yourself in the best way to get hired. Coursework:�Operating Systems, PC & Network Hardware, LANs, Computer Security, Security +, Computer Repair & Troubleshooting, WORK EXPERIENCE�����: Skilled Help Desk Technician with experience providing PC and Client/Server tech support for small to medium sized businesses.

Tier 1 Help Desk Technician. Communicate with people from Customer Units to proceed with their request. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives, Communication – takes the initiative to communicate accurate, up to date plans and information to clients, peers and management. Experience in several of the following areas: ASP.Net, C#, Javascript, Networking (IP, routers/firewalls), SQL, relational databases, HTML, Excellent understanding of the technical fundamentals of the Internet, Background in the financial markets is a plus, especially exposure to the wide range of tradable instruments outside of common stocks, Experience communicating with clients on production incidents, Incident Management experience in technical or web hosting environment preferred, Working knowledge of monitoring platforms and applications preferred, Ability to be data oriented and analytical in tasks, US citizenship and an Active TS/SCI Clearance required. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. Maintain the in-stock condition of assigned areas.

Really boils down to what tier …

Responsible for assisting in basic troubleshooting for internal educational applications Created problem tickets using Parature ticketing software for every call to classify all trouble shooting issues Was able to effectively communicate with customers using phone login and call system. Partitioned drives and imaged workstations using Norton Ghost and NetRestore for MAC. Provided excellent everyday customer service to UMUC Students, Faculty, and Staff. Was responsible for verifying user accounts in CMS before providing further assistance to user.

Provided Help Desk Support for Health Insurance Company employees (agent Brokers) Helped Troubleshoot basic Tier 1 issues such as password resets and website questions Responsible for creating remedy trouble tickets for all caller issues daily. Responsible for updating customer information as needed, Spots opportunities to assist our customers to build stronger relationships with them, Alert other customer teams when customers are planning significant changes such as upgrades or updates, Closely collaborates with the sales, implementation and customer team members: assisting with identifying the need for additional solutions, managing customer relationships and executing implementation activities as needed, Continuously assess and contribute to Blackboard’s Knowledge Management by identifying and/or creating knowledge base articles, Focus on making Blackboard’s customers successful on an ongoing basis, Inquisitive; continuous learner; resourceful, Customer orientation – can build relationships, Ability to communicate with all customer levels – technical and application.

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