Richard Smith
Harvard Business School
Sebec,ME
2027
years of professional experience
Senior Technical Support professional with 20 years of experience in complex enterprise environments. Expertise in hardware, software troubleshooting, networking, and remote support. Delivered high-quality customer service, resolved intricate technical issues, and trained technicians. Managed security incidents and maintained reliable technology environments for academic and business operations.
Work History
Feild Technician
Senior Technical Support Specialist / Lead Technical Trainer
18 Years 11 Months- Provide comprehensive technical support to faculty, staff, students, and business departments in a large, complex academic and enterprise environment. Deliver both onsite and remote support and assist customers regardless of their physical location.
- Delivered comprehensive technical support for desktops, laptops, mobile devices, applications, printing, networking, and remote assistance to faculty and staff.
- Diagnose and repair PC desktop and laptop hardware and coordinate hardware parts procurement.
- Obtained and maintained Dell hardware support expertise and provided Dell hardware training to other technicians.
- Assisted fellow technicians with Dell certification and hardware repair knowledge.
- Established onsite Dell hardware support resource, enhancing capability to diagnose and repair Dell computers.
- Install, troubleshoot, configure, and support Microsoft Office/Microsoft 365, Adobe Creative Cloud, backup applications, encryption solutions, and numerous enterprise applications.
- Troubleshot and escalated complex application problems to software vendors.
- Support backup technologies including Cohesity and Connected Backup.
- Support encryption technologies including PGP, Windows BitLocker, and Intune-managed BitLocker.
- Provide printer troubleshooting and print-management support, including Pharos student and faculty printing.
- Support mobile devices to ensure faculty and staff can perform their work from virtually anywhere.
- Provide network and wireless troubleshooting for users both on campus and working remotely.
- Provide browser compatibility support for HBS classroom, campus, and enterprise resources.
- Support collaboration and productivity platforms including Zoom, Microsoft Teams, Webex, SharePoint, OneDrive, and Slack.
- Use remote-support technologies including BeyondTrust/Bomgar, Windows Remote Desktop, Microsoft Teams, and Zoom.
- Provide support for two-step and multifactor authentication, including Duo and Okta.
- Assist with security incidents involving HBS computers and mobile devices, including user interviews, computer and account lockdown, malware removal, and coordination with the HBS Network Security Team.
- Work closely with customers to identify technical problems, explain solutions, and restore productivity while maintaining a high level of customer service.
- Train and mentor new Technical Support Services employees and Year Up interns.
- Trained two new interns every six months in TSS support procedures, technical processes, customer service, and troubleshooting, ensuring consistent service quality.
- Mentor trainees throughout their assignments and provide hands-on guidance with enterprise support procedures.
- Serve as a technical resource for other support technicians, particularly in hardware troubleshooting and Dell systems.
- Technical Training & Leadership
Education
High School Diploma
A+ And Network + - Information And Communication Technology
Skills
Remote support
Desktop support
Dell Hardware Repair & Certification
Application troubleshooting
Microsoft Office
Windows RDP
BeyondTrust / Bomgar
Microsoft Teams & Zoom
Webex
Slack
OneDrive & SharePoint
VPN Installation & Troubleshooting
Wireless Network Support
Mobile Device Support
Duo & Okta Authentication
Multi-Factor Authentication
BitLocker & PGP Encryption
Intune-Managed BitLocker
Malware Removal
Security Incident Response
Hardware troubleshooting
Troubleshooting skills
Customer support
Remote assistance
Technical mentoring
Training
Hardware Parts Procurement
Personal Information
Title: SENIOR TECHNICAL SUPPORT SPECIALIST
Timeline
Senior Technical Support Specialist / Lead Technical Trainer
Harvard Business School
10.2007 - 09.2026Read More
Feild Technician
Unisys
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Medford High School
High School Diploma
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Clark University,
A+ And Network + from Information And Communication Technology
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