sean sanchez

tier 3 technical support analyst

About

Tier 3 Technical Support Analyst at Microsoft

Country

united states

City

irving

Industry

information technology and services

Skill

technical support, microsoft office, laptops, sql, management, project management, software documentation, microsoft excel, visio, sharepoint, active directory, microsoft exchange

Experience

level 3 laptop technician

sms infocomm singapore pvt. ltd.

2013-9 - 2014-3 · 7 mos

* SMS Infocomm Level 3 Laptop Technician Sept 2013 – March 2014 * Ability and experienced in working in a fast-paced environment * Worked on Lenovo, HP laptops and Ultrabooks. * Used programs: PC DOC, Hirens Boot, Quick Tech and Winstress for testing and assist in diagnosing issues with laptops. * Replace cracked/broken screens, keyboards, hard drives, main boards, bases and LCD covers on laptops and Ultra books. * Ensured all repaired units were quality based while still exceeding the daily required repaired units by 75%. * Experienced in using DHL,FEDEX, and UPS machines.

it specialist ii

citi

2015-9 - 2016-7 · 11 mos

* Hewlett Packard Enterprise (Citi) Sept 2015 – July 2016 L2 Site Support * Provide daily Desktop Support addressing end user issues reported, along with ticket queue support. * Install, image, and configure new systems for clients and ensured all employees that called were helped in a timely manner. * Setting up Shortel, Avaya, and Cisco VoIP desk phones and activating Verizon phones for end users. * Maintain high quality of project deliverables by positively impacting the customer satisfaction. * Responsible for escalating technical issues that arise during service delivery to site management. * Experienced in Outlook Exchange, Active Directory, Avaya, Win7, Win XP, Win 8, Sharepoint and Remote

helpdesk technician

parsons corporation

2014-7 - 2015-8 · 1 yr 2 mos

* Parsons Corporation July 2014 – August 2015 IS Service Desk Tech * Configured Blackberry, iOS, and Android devices for end users. * Experienced in setting up Shortel, Avaya, and Cisco VoIP desk phones and activating Verizon phones for end users. * Responsible setting up emails, user accounts, resetting network passwords, and troubleshooting hardware issues. * Experienced in Outlook Exchange, Active Directory, Shortel, Win7, Win XP, Win 8, Cisco Unity Connection, LOGMEIN, Prism, and BT Cloud Contact. * Receive 30 to 40 calls, Instant Messages, emails, and voicemails daily. * Ensured all employees that called were helped in a timely manner. * Tested all passwords and accounts after setting them up for user to ensure everything is working properly.