Joseph Mims

Information Systems Technician

Military

09.2012 - Current

Handled initial troubleshooting and escalation of service requests.
Trained users on how to properly operate equipment and software programs.
Used ticketing systems to manage and process support actions and requests.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Implemented and maintained virtual private networks.
Analyzed network traffic and performance metrics to optimize system performance.
Maintained flexible schedule and responded to after-hours and weekend emergencies.
Diagnosed and executed resolution for network and server issues.
Installed and configured network printers and other peripheral devices.
Monitored networks and network devices to resolve technical problems quickly.
Diagnosed and resolved hardware and software issues.
Resolved issues and escalated problems with knowledgeable support and quality service.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Implemented security policies and distributed updates to end users.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Addressed questions and concerns from end-users regarding [Type] program.
Provided basic end-user troubleshooting and desktop support.
Worked with [Name] and [Name] operating systems.
Managed high levels of call flow and responded to [Type] technical support needs.
Configured hardware and granted system permissions to new employees.
Identified and solved technical issues using variety of diagnostic tools and tactics.