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Top 50 Senior Support Specialist Skills

Below we've compiled a list of the most important skills for a Senior Support Specialist. We ranked the top skills based on the percentage of Senior Support Specialist resumes they appeared on. For example, 8.6% of Senior Support Specialist resumes contained Computer Hardware as a skill. Let's find out what skills a Senior Support Specialist actually needs in order to be successful in the workplace.

These are the most important skills for a Senior Support Specialist:

1. Computer Hardware

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high Demand
Here's how Computer Hardware is used in Senior Support Specialist jobs:
  • Worked to troubleshoot mainframe computer hardware and software before global customer delivery.
  • Provided assistance with computer hardware, computer software, printing, program installation, word processing, email and operating systems.
  • Provide information, guidance, and instruction on use of desktop and portable microcomputer hardware and software.
  • Purchased departmental computer hardware, software, and forensic tool acquisition for forensic team.
  • Install, configure, and upgrade computer hardware and software.

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2 Computer Hardware Jobs

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2. Technical Support

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high Demand
Here's how Technical Support is used in Senior Support Specialist jobs:
  • Trained and mentored 8 control computer operations technicians to meet daily deadlines, resolved computer operational problems and provided end-user technical support
  • Created and manage technical support documentation for applications and solutions in University of Denver's production environment.
  • Created software installation and configuration documentation for Technical Support Specialist.
  • Performed technical support function for high-volume help desk for more than 10,000 users on site as well as other global regions.
  • Provide technical support for users in the Army Operations Center Command Control Support Agency division located in the Pentagon.
  • Provide network installation and technical support for entire theater of over 3,000 users on five interconnected Local Area Networks.
  • Provided support and training of new hires Took high escalated calls Provided technical support for repair for appliances and parts
  • Selected to provide command group/executive level technical support due to high level of professionalism and advanced skills.
  • Provided leadership and direction for the MIS Technical Support department supporting over 1500 internal and external employees.
  • Provided administrative and technical support to AVP of Underwriting, three managers and Underwriters.
  • Assisted customers via telephone on the use and technical support of HP LaserJet printers.
  • Provided technical support to warehouse personnel using BICEPS and TRICEPS warehouse management software.
  • Provided technical support via phone and/or chat to agents and customers.
  • Managed the technical support team on a rotating basis.
  • Conducted technical support via the telephone.
  • Team Microsoft Small Business Exchange Server/Administrator Provided technical support (repairing network servers) for system administrators and end users.
  • Provided second-tier technical support and supervising front line phone support for national clients and performed local systems administration support.
  • Perform advanced technical support such as software installations, database creations and software/hardware troubleshooting via phone and desk side.
  • Provided Level 2 and 3 technical support to over 10,000 users in various applications/systems for the Greenville Health System.
  • Provided technical support and designed UX/UI materials based on certain taxonomy for specific clients (i.e.

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5 Technical Support Jobs

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3. Customer Service

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high Demand
Here's how Customer Service is used in Senior Support Specialist jobs:
  • Managed escalation issues in cellular and customer service environment.
  • Provided exceptional call handling and customer service.
  • Provide a high level of customer service, meeting agreed to service levels, while working in a dynamic complex environment.
  • Function as a part of the Customer Service team responsible for handling client queries on Market Data and ensuring customers satisfaction.
  • Excelled and achieved recognition and merit awards for providing consistent excellent customer service while promoting employee morale and team spirit.
  • Provided floor support to fellow customer service reps that needed aid with handling escalated calls or who required 1-on-1 coaching.
  • Selected Accomplishments: * Service Optimization - Teamed with MIS staff to develop and implement methods for improving customer service.
  • Provide access to the majority of systems across the organization while providing excellent customer service and support along the way.
  • Provide professional customer service for patients with billing inquiries, needed account information, and insurance payment status.
  • Trained and monitored new hire activity to provide retail stores with prompt customer service at various levels.
  • Worked well under pressure, multitask and problem solved, while providing excellent customer service.
  • Offered customer Service support via phone or email with all users internal and external.
  • Resolved customer complaints while ensuring that highest level of Customer Service is met.
  • Provided excellent customer service at all times while also focusing on quality.
  • Provided world class customer service to both internal and external customers.
  • Maintained customer service web page and online ordering system.
  • Created training manual and verbiage for customer service dept.
  • Conducted needs analysis for pre-training to determine development gaps, increasing efficiency during trainings and enhancing customer service.
  • Ensured workflow efficiencies, customer service excellence and quality assurance.
  • Provide customer service for the Administration Website Trouble shoot technical issues for clients Build Oracle mappings for contribution files Complete service requests

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2 Customer Service Jobs

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4. Data Entry

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high Demand
Here's how Data Entry is used in Senior Support Specialist jobs:
  • Expedited various other tasks and clerical duties, including answering telephones, typing, data entry, updating client information/records.
  • Instituted ISPF panels for the screen processing of data entry and report functions for interactive and batch processing.
  • Maintained patient files, data entry, insurance verification, worked on collections.
  • Assisted with data entry for the University financial and human resources systems.
  • Assisted with hiring process for all departments and data entry for Finance.
  • Located and corrected data entry errors, or reported them to supervisors.
  • Assist in the testing of databases, validation and data entry screens.
  • Assisted with general data entry for Flexible Benefits and COBRA clients.
  • Assisted new business department with data entry and policy assembly.
  • Trained in multiple data entry and search programs.
  • Resolve issues while multitasking and data entry.
  • Key skills: Data Entry - 15000keystrokes; Calculator (10-key touch); and Microsoft Word and Excel
  • Make inbound and outbound calls, data entry, answering multiple phone lines and explain cell phone bills.
  • Assumed co-responsibility for pre-release projects for the Atlas software to ensure Glossary and Data Entry issues were addressed.
  • Shadowed in Bank fraud department, data entry, and general clerical

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2 Data Entry Jobs

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5. Remote Access

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high Demand
Here's how Remote Access is used in Senior Support Specialist jobs:
  • Assisted customers with various remote access software applications.
  • Used Microsoft System Center 2012 to push software to end-user machines and to gain remote access for assistance with technical issues.
  • Supported over 270 franchised offices using proprietary management software via phone and remote access software.
  • Provided follow up support to clients via phone & remote access through Timbuktu software.
  • Maintained the remote access to the network using RAS.
  • Provided real-time support to every day users of Black Mountain Software via email, remote access and telephone.
  • Used Remote access and provided user support through MSTSC and Bomgar support software.
  • Maintained Remote access Maintained Novell 4.11 servers for the main administration building, sales office and the community association.
  • Entrust, Oracle, Norton AV, and Compuserve PAL remote access system software rollouts.

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3 Remote Access Jobs

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6. Desktop

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high Demand
Here's how Desktop is used in Senior Support Specialist jobs:
  • Performed desktop support of approximately 300 workstations.
  • Provided first line technical support, instruction, and advice regarding all aspects of desktop client/server computing resources.
  • Provide Tier II support for Remote desktop agents and internal support specialist on hardware and software issues.
  • Provide overall project management, desktop, communications and office support to all Project Services teams.
  • Attend to job requests which include installation of standard Windows 98/NT4/2000/XP desktop & application programs.
  • Utilized DameWare and Remote Desktop Connection to configure, troubleshoot, or install software remotely.
  • Provide local support for executive management team's desktops, laptops, and remote computing.
  • Provide phone & desktop support to all ADP divisions including Executive Support within ITIL framework.
  • Support of 500 Desktops, Laptops and Virtual Machines running Microsoft Windows 7.
  • Provided Tier I and Tier II desktop and phone support for the end-user.
  • Installed, configured and reviewed desktop systems, workstations, servers and network.
  • Maintained passwords, data integrity and file system security for the desktop environment.
  • Keep laptops and desktops up to date with patches and virus definitions.
  • Functioned as liaison between Support Center, NOC and Desktop Technicians.
  • Assist project team in using applications and routine Desktop support.
  • Provide all levels of desktop support for systems and software.
  • Promote and comply with standard desktop products and services.
  • Specialized in user data recovery on laptops and desktops.
  • Upgraded laptops/desktops hardrive and memory.
  • Supported various in-house and Microsoft applications via remote desktop (Altiris, Bomgar).

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3 Desktop Jobs

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7. Phone Calls

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high Demand
Here's how Phone Calls is used in Senior Support Specialist jobs:
  • Received phone calls, e-mails, and request for shift coverage prior to shift and minutes before a shift started.
  • Handled a high volume of feedback tickets and phone calls that dealt with site operations and user experience.
  • Answered inbound calls and made outbound phone calls to candidates in Phone Screen and for follow up information.
  • Monitored inbound and outbound phone calls to ensure adherence to the company quality assurance standards.
  • Answer telephone calls; analyze problems using automated diagnostic programs, and resolve recurrent difficulties.
  • Initiate telephone calls to creditors in attempt to secure address information for the borrowers.
  • Handle phone calls and emails from customers and supervisor and provide timely answers.
  • Screen and direct phone calls to the appropriate IT Client Services team.
  • Handled elevated phone calls and assigned them to appropriate department heads.
  • Answered in-bound phone calls from customers, technicians and client dealers.
  • Answer internal phone calls in a fast paced payroll world.
  • Place telephone calls or construct telephone conference rooms as instructed.
  • Managed high volume telephone calls.
  • Researched and composed grants, located scholarship opportunities, handled all incoming/outgoing correspondence, memorandum and telephone calls.
  • Respond to inbound telephone calls and generate outbound calls regarding information on aspects of multiple Visa products.
  • Answer phone calls and e-mails in regards to customer service issues, questions and support.
  • Encourage retainable client knowledge by leading live client Webinar training sessions and on-the spot training during support chats and phone calls.

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8. Windows XP

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high Demand
Here's how Windows XP is used in Senior Support Specialist jobs:
  • Assisted customers with software installation for AT&T Communication Manager on Windows XP, Windows 7 and Mac OS.
  • Provided high level technical support to more than 300 workstation-distributed computing environment using Windows XP/98/95 and Windows NT.
  • Supported Windows NT, Windows 2000 Server, Advanced Server 2003, and Windows XP operating systems.
  • Upgraded users from Windows 2000 to Windows XP and installed patches and security updates as needed.
  • Experience with loading and configuring Windows XP, Windows Vista, and Windows 7 Operating Systems.
  • Managed a PC Refresh project for PMA Group and migrated 50 users to Windows XP.
  • Worked on an extensive certification project for Windows XP and Office 2003.
  • Trained users on basic use of Windows XP Professional and Office XP.
  • Used McAfee Virus Solution to provide Anti-Virus Protection on Windows XP workstations.
  • Supported Windows XP & 2000 Professional platforms with Internet Explorer 6.0.
  • Performed OS X and Windows XP troubleshooting and support.
  • Configured new PC's with Windows XP.
  • Administrated and configured Windows 7, Windows XP, Exchange accounts, AD accounts, Office 2010, 2007.
  • Rolled out 320 Windows XP PC's.
  • Provide hardware/software troubleshooting for laptops, desktops and other office equipment Troubleshoot Windows XP, Windows 7 and Windows 8.
  • Deployed and configured Windows XP, Windows 7 and Server [ ] operating systems.
  • Managed Symantec's Anti-Virus Solution to provide Protection on Windows XP workstations.
  • Converted 100 locations to Windows 7 and IT Retail 7 from Windows XP and IT Retail 6.

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9. Email

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high Demand
Here's how Email is used in Senior Support Specialist jobs:
  • Provided Tier 2 client and server support on SoundBite (SAAS)and operation through phone and email contact.
  • Handled inbound calls and emails from customers inquiring on medical claims and payments with professionalism and sensitivity.
  • Handled escalated requests for customers to have their email accounts set and working within 24 hours.
  • Provided phone, email and in person support for up to 7 cloud based product lines.
  • Provided clients with efficient support; responding to phone calls, emails and in-person requests.
  • Migrated key executives off of Team links email and onto Microsoft Exchange to improve productivity.
  • Conduct all calls and emails with a smile and high level of customer service.
  • Respond to daily escalation emails and provide resolution to employees end users.
  • Helped to administrate email system and CRM system, and database.
  • Answered student inquiries efficiently via phone, chat, and email.
  • Completed JV entries daily, emailed completed file to accounting.
  • Answer all trip requests received via email and fax transmittal.
  • Engaged with clients by providing outstanding service via email correspondence.
  • Reduce general email traffic across Project Services.
  • Key member of e-mail systems implementation team supporting departmental email infrastructure.
  • Managed ticket queues and monitor support emails/voicemails.
  • Awarded Argonne Pacesetter Award for assistance in converting the APS division user base to a different email system - 2012.
  • Analyze and resolve customer questions concerning software programs through answering a multi line phone system, email and in person.
  • Maintain Nortel PBX including adding and deleting users/phones, backing up system and creating voicemail for users.
  • Send email invitations and reminders to members about upcoming events using Avectra netFORUM and Outlook.

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4 Email Jobs

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10. Troubleshoot

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high Demand
Here's how Troubleshoot is used in Senior Support Specialist jobs:
  • Facilitated hardware and troubleshooting training for existing and new employees - prepared documentation and training materials, coordinated technology related training.
  • Tested various methods of troubleshooting and configurations to complete data migrations, workstation replacements and software installs.
  • Supported TOMAX software installations and provided store management with assistance in training and troubleshooting.
  • Assist Network engineers and System Administrator in troubleshooting network and system applications problem.
  • Administer Linux based systems, troubleshooting and repairing remotely.
  • Performed multiple aspects of upgrading, troubleshooting, and configuring new and refurbished systems, including NT 4.0 Workstation Administration.
  • Conducted troubleshooting in an effort to resolve printer problems, network configurations issue and most common application like MS office.
  • Performed troubleshooting and resolved hardware and software problems, Performed routine maintenance and repair on PC hardware and peripherals.
  • Provided centralized management, troubleshooting, and support for all servers (printer, file, etc.).
  • Helped with SQL migration from 2005 to 2008, as well as troubleshooting IIS issues that the software required.
  • Performed troubleshooting of software problems and network problems, upgraded systems, replaced operating systems, resolved printer problems.
  • Configure and troubleshoot all end user computers, notebooks, printers, and peripherals.
  • Manage and troubleshoot various mobile devices through Device Enrollment Programs.
  • Configure and troubleshoot network devices such as routers and switches.
  • Performed troubleshooting and maintained Access 97 and 2000.
  • Set up and troubleshoot Blackberry devices.
  • Assist customers with online troubleshooting.
  • Use troubleshooting utilities such as Norton, LAN Manager, and Syscon.
  • Worked with Development to prioritize "bugs" and assist in troubleshooting/testing fixes.
  • Experience Troubleshooting Symantec Antivirus and remote software installations via Symantec Altiris and PCAnywhere.

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11. Active Directory

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high Demand
Here's how Active Directory is used in Senior Support Specialist jobs:
  • Performed general system administration duties in a Windows Active Directory environment.
  • Install configure and maintain Windows 2003 Server and Active Directory environment * Install configure and maintain network services.
  • Fix and troubleshoot software and hardware related problems for Agency and Creative studio in an Active Directory environment.
  • Performed routine tasks associated with Active Directory/Group Policy administration (i.e., users, computers, software).
  • Created and managed User, Computer, Organizational Unit and Group Policy objects in Microsoft Active Directory.
  • Assisted in installation and configuration of Windows 2000 Server and Active Directory objects within LDAP.
  • Develop and manage Windows 2008 Active Directory, DHCP and DNS parent and child domains.
  • Network Administration Active Directory, Account Creation, Group Security and Distribution groups.
  • Added and deleted computers and users from the domain using active directory.
  • Assisted in the migration from Windows NT domain to Active Directory.
  • Experience with Active directory, Microsoft Exchange Management Console, Office365.
  • Administer Active Directory Groups and users for ITS department.
  • Account creations in Microsoft Windows 2003 Server Active Directory.
  • Managed Windows 2003 Server environment using Active Directory tools.
  • Created new users in the Active Directory.
  • Reset user passwords in Active Directory.
  • Group policy in Active Directory.
  • Created VB scripts to add uses and group to the windows servers Install new server hardware, reconfigure active directory.
  • Performed administrative duties in a Windows 2003 Active Directory domain: account creations, share drive and printer access.
  • Manage and maintain all new additions and deletions from Active Directory and repaire any group policy issues.

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1 Active Directory Jobs

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12. Setup

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high Demand
Here's how Setup is used in Senior Support Specialist jobs:
  • Improved efficiency and accuracy of PC setup by carefully documenting installation procedures and developing before and after checklists.
  • Answered advanced technical and account setup questions, performed troubleshooting to define various telecommunication problems.
  • Provided hardware support and new computer setup and implementation.
  • Support of Windows 2003 servers, proprietary software setup, troubleshooting hardware and software issues of company and franchise offices.
  • Assume special time sensitive projects as required; travel over night to new sites and setup or repair IT infrastructure.
  • Spearheaded the technical setup for all new employees, guiding technicians through the implementation process and answering employee inquiries.
  • Worked with customers in creating application setup kits (sets of disks) for shipment to their customers.
  • Instructed the training staff on proper field training equipment setup and packing in order to eliminate injuries.
  • Team leader, responsible for software installation, setup of environment and development of initial programs.
  • Installed and setup ISDN routers using ISDN telephone lines between office buildings for local network access.
  • Assist in the setup and troubleshooting Cisco IP phones in Call Manager.
  • Create and maintain system documentation for PC setup process (Adds/Moves/Changes).
  • Assisted with office renovations and the setup of network equipment.
  • Repair and setup of wireless networks and access points.
  • Coordinate office moves and new hire setup.
  • Image process and Blackberry device setup process.
  • Installed and setup palm pilots.
  • Provide assistance with Netsecure certificate setup and security.
  • Directed setup of offsite location IT connectivity, working with internal IT support focused on connectivity and PC configuration.
  • coordinate all IT needs for new site setups.

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13. SQL

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high Demand
Here's how SQL is used in Senior Support Specialist jobs:
  • Performed DB2 data loads on a UNIX platform, verified and updated test data, utilizing execution of SQL queries.
  • Performed data migration processes for over 200 Spec2000 participants from legacy system to new system and SQL Server 2000 database.
  • Designed specifications and test cases for reported problems, creating SQL scripts to reproduce the problem.
  • Converted SQL/DS mainframe application to use a CICS interface in place of raw user queries.
  • Developed PL/SQL Store procedures to automate the cloning process and to create the repository database.
  • Close familiarity with web-based applications, SQL databases, and application software.
  • Maintain, update, install, and repair PostgreSQL databases.
  • Perform software deployments for nationwide client base including SQL upgrades.
  • Repaired database issues on SQL server 6.5 and 7.0.
  • Investigated failed payments and data corruption through SQL Studio.
  • Created tables and indexes in SQL Server database.
  • Trouble shoot and resolve database issues in SQL.
  • Created SQL queries to support team members.
  • Created custom SCCM reports using SQL 2005.
  • Crafted company reports in SQL.
  • Created SQL queries for clients.
  • Account manager for Customer base Provide Tier 2 support for web based applications using Java Apache Tomcat Mysql packages.
  • Created VB application using SQL scripting to process journal entries created with an Excel spreadsheet.
  • Used SQL 2000 to obtain information that locations needed in regards to guest check information.
  • Utilize T-SQL database to H&R Block Kansas City, Mo

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4 SQL Jobs

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14. Internet

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high Demand
Here's how Internet is used in Senior Support Specialist jobs:
  • Manage campus wide deployment of Internet Explorer 9/10 project, including campus wide communication and interdepartmental collaboration.
  • Provided secondary support in other application areas including Internet/intranet, PC/LAN/WAN, and office automation.
  • Specialized in advanced troubleshooting of office networks, Internet communications and E-filing procedures.
  • Use of MS Word, Excel, PowerPoint, Internet, Email along with the specific systems used at this company.
  • Gathered and calculated weekly statistics for Mainframe, Web applications, District Office, Internet and Intranet for upper management.
  • Recruited by CIO to re-engineer existing Internet Support Unit (ISU) Group to appropriately support more than 430,000 members.
  • Set up internet access for conferences and support use for up to 300+ individuals using WiFi and Ethernet ports.
  • Facilitated troubleshooting techniques relative to Internet connectivity issues such as TCP/IP settings, DNS, DHCP within Remedy.
  • Assist and debugged web coding, broken internet connections, IP address errors and broken links.
  • Monitor competition, Electronic website, and Internet trends, and research new and emerging technologies.
  • Provided telephone and e-mail support to new users in setting up and troubleshooting dial-up internet access.
  • Tested systems on the Internet, IBM mainframe batch, Tandem online, and SITA platforms.
  • Managed HTML developers to create and maintain FDIC Internet/Intranet.
  • Deployed HTML updates for Intranet and Internet websites.
  • Provided phone support for cable internet services.
  • Assisted customers with their internet subscriptions.
  • Configured Internet Explorer to enterprise spec.
  • Processed ABN/AMRO bank files via Internet.
  • Experience with Microsoft Word, Excel, Access, AutoCAD Map, ESRI ArcGIS products, and using the Internet.
  • Diagnose and resolve issues relating to business Internet connectivity, WAN technologies, remote access and VPN configuration.

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15. VPN

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average Demand
Here's how VPN is used in Senior Support Specialist jobs:
  • Provide support for off-site corporate meetings to include audio/video set up, configuration of wireless profiles and establishing VPN connectivity.
  • Develop Encrypted Virtual Private Network methodology and administer VPN.
  • Utilized Unix, Cisco VPN, PC Anywhere, E-Term, Remote Desktop, SQL to resolve customer issues.
  • Provided hands-on supervision of VPN services for traveling executives and employees who work from home.
  • Supported, installed, and configured Microsoft and Cisco VPN connections for worldwide users.
  • Verified VPN RSA security settings for WHQ and Field End Users for HR Block.
  • Handled setup of VPN; administered and troubleshot employee problems regarding remote connectivity.
  • Network management of secure firewall and VPN system for the Miller Lab.
  • Resolve issues with VPN access, configuration, and certificates.
  • Performed troubleshooting of VPN and RSA soft token connectivity issues.
  • Supported all Microsoft Windows Versions and VPN solutions.
  • Assisted clients with VPN access and troubleshooting steps.
  • Helped design and deploy company wide VPN.
  • Configure and troubleshoot VPN access.
  • Completed course work for Configuring Juniper Networks Firewall/VPNs.
  • Trained all laptop users in the use of iPass and a Cisco VPN usage for external connection to the network.
  • Installed many home networks with VPN shared printers wired and wireless firewalls.
  • Provide support to Remote user Setup VPN accounts for users.
  • Handle all patching Knowledge of Cisco VPN and Barracuda Firewalls
  • Install anti-virus, VPN and desktop applications Manage local network hardware and equipment, including switches, hubs, and UPSs.

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16. Network Printers

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average Demand
Here's how Network Printers is used in Senior Support Specialist jobs:
  • Performed system upgrades, installation and removal of applications, configured and assigned network printers.
  • Diagnose and Repair Network issues as related to connectivity of VOIP Phones, Network Printers, and other Peripherals.
  • Created print queues and installed network printers to minimize cost and decrease need for multiple printing systems.
  • Performed trouble shooting on hardware and peripheral devices including desktops, laptops, and network printers.
  • Respond to Break fix tickets replacing workstations network printers label printers and wristband printers.
  • Install network printers as well as locally attached USB printers.
  • Maintain over two dozen local and network printers and copiers.
  • Install, configure, and troubleshoot network printers and scanners.
  • Installed shared printers, network printers also.
  • Deploy Network Printers and maintain them.
  • Installed and configured Layer 2 Network Switches (Nortel, Cisco), TCPIP network printers.
  • Configured network printers using DHCP and static IPs.
  • Created and maintained Exchange accounts Supported and installed all local and network printers Provides dedicated support to the Joint Tasks Forces.
  • Provide onsite and offsite support on over 500+ users, Document help desk tickets/resolutions Configure and manage 150+ network printers.

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17. Office Supplies

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average Demand
Here's how Office Supplies is used in Senior Support Specialist jobs:
  • Direct responsibility for ordering and maintaining adequate office supplies and equipment for each functional area.
  • Maintain inventory and requisition office supplies and equipment.
  • Managed general office items and functions, including ordering and maintaining office supplies and equipment maintenance.
  • Order office supplies, schedule team meetings, and organize department events.
  • Order and maintain Associate uniforms, PPE, office supplies and equipment.
  • Maintain orders and approvals for office supplies through company approved vendors.
  • Maintain all office supplies and ordering when necessary.
  • Ordered office supplies and computer hardware.
  • Order office supplies and equipment.
  • Saved company over $35K by lowering paper costs and managing office supplies.

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1 Office Supplies Jobs

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18. LAN

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average Demand
Here's how LAN is used in Senior Support Specialist jobs:
  • Completed diagnostic assessments, integrated treatment plans, individual counseling sessions in addition to group counseling.
  • Perform administrative functions, events planning, accounts management, and marketing communications.
  • Conducted tests to ensure Rate Plan/Feature functionality and billing accuracy.
  • Bounced over fifty returned items daily and balanced those items with weekly reports as part of our banking reconciliation process.
  • Created the project plan with the goal of making corporate legal documents available to a select audience on the Intranet
  • Provided financial budget/cost accounting, business planning, financial reporting, and procurement for 36 - 40 staff members.
  • Design and develop project plans for new technologies that require in house solutions for the Department of Defense.
  • Defend and uphold discounts that providers have previously accepted to prevent balance billing or reversals, including re-education.
  • Maintained plant and environmental files, safety records, workers compensation, and major equipment inspection reports.
  • Assist Indirect and Direct Agents with activation, device changes, price plan changes, etc.
  • Installed and maintained various complex devices and configured global access to these devices via WAN/LAN networks.
  • Balanced company's daily reports with electronic funds transfers and non-sufficient funds charges.
  • Provided Part 11 assessment and remediation plans to equipment control system.
  • Trained on client pay plan billing.
  • Planned travel arrangements for staff.
  • Created multi-layer insulation blankets for commercial phased array antennas.
  • Maintained backup and recovery plans for entire system and Datacom/DB databases.
  • Planned and implemented new NOC functionalities.
  • Level 2 Cat Dealer Support VLAN and subnet management of the private cloud.

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19. Hardware Issues

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average Demand
Here's how Hardware Issues is used in Senior Support Specialist jobs:
  • End user support including troubleshooting network and hardware issues for research scientists and administrators.
  • Assisted clients with issues on software & hardware issues, Beta testing, onsite installations.

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20. Unix

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average Demand
Here's how Unix is used in Senior Support Specialist jobs:
  • Provide technical advanced troubleshooting techniques for Unix based operation system on Automatic Call Distributor.
  • Maintained and provided daily software and hardware support for 23 UNIX systems, two Windows NT terminals and six mobile satellites.
  • Provided computer access security for NT, UNIX and ORACLE, monitored job flow, current manager's activity and status.
  • Monitored batch job processing, identified and resolved batch processing issues, implemented data store/tape on the UNIX Platform.
  • Improved product quality and overall functionality by implementing Mercury Interactive's testing software for Windows and UNIX.
  • Solve UNIX issues concerning scripts, interfaces, checking ports, permissions, and other issues.
  • Support all day-to-day duties and problem tickets that are issued to the UNIX department.
  • Supported and tested new software for a legal billing package that ran on UNIX.
  • Worked on UNIX, shell scripting for doing the configuration management.
  • Enhanced Oracle database operations, and improved effectiveness of Unix server.
  • Develop Unix shell scripts to automate many day-to-day System admin operations.
  • Reset UNIX passwords for users.
  • Used UNIX software for various platforms such as PRECLOSE, GLOBAL, GBT.
  • Scheduled and maintained batch jobs on DEC/VAX, HP UNIX.
  • Maintain and support desktop computing hardware and software in a complex, multi-disciplinary networked environment - UNIX/Linux, Windows, MacOS.
  • Performed the day-to-day duties of a Senior Platform Support UNIX Administrator required to support the IT department initiatives.
  • Worked with BSD Unix workstations with Bash shell, and BSD Unix Mobile iOS Unix version.
  • Manage accounts: UNIX, Active Directory, Mosix clusters.
  • Served as the Solaris, HP-UX and Linux Specialist on the frontline team with all UNIX related tickets.
  • Configured telnets using UNIX< TCP.IP and Windows NT for onsite technicians.

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21. Software Applications

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average Demand
Here's how Software Applications is used in Senior Support Specialist jobs:
  • Administered numerous software applications for multiple client banks.
  • Performed train users to efficiently on software applications.
  • Supported our custom and vendor/partner software applications.
  • Support included in-house sales support, network troubleshooting and administration and software applications support (sales & development).
  • Provided telephone support of all Financial and Patient Accounting software applications for over 600 clients.
  • Educate clients on all supported product and software applications, usage, and functionality.
  • Provided customer support to hospital staff members for a variety of software applications.
  • Trained company and client staff to use a variety of software applications.
  • Provide training and upgrades for all software applications that I support.
  • Authored technical training material for billing, system management, and advance customer servicesoftware applications.
  • Manage testing procedures for newly installed hardware and software applications Ensure timely repair of equipment.
  • Provided frontline end-user support for network based software applications and standalone computers
  • Installed and implemented a rollout of Windows 2000 Professional with Office 2000 and various other company software applications.
  • Trained new employees on software applications and problem solving skills Provided application support for over 200 credit unions.
  • Created accounts for some of the financial firm's various custom software applications.

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22. Mac

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average Demand
Here's how Mac is used in Senior Support Specialist jobs:
  • Created and modeled airborne electronics including machined electronic assembly housings and sheet metal housings for military communication systems.
  • Developed and executed computer validation protocols for encapsulation machines and vision systems.
  • Represented Support Center interests throughout major pharmacy transition to third party vendor.
  • Utilized SMS to perform remote control takeover, create machine groups and send application packages to users upon their request.
  • Trained the prior Mac Users that were new to Windows, building proficiency and maximize value of the technology investment.
  • Exhibited technical knowledge and understanding of Microsoft operating systems NT, 2000, XP and Mac operating systems.
  • Worked closely with in-house machine shop and grind shop to develop best practices in the design of product.
  • Machine Shop - Creating models, programming and operating laser machine for all special complex design parts.
  • Second level support (locally and remotely) to users in a fast paced Windows/Mac environment.
  • Exported calendars not only from Windows environments but also Linux, Unix, and Mac OSX.
  • Provide tier three support for Macintosh software, including OSX 10.6 through 10.9.
  • Created and managed user and machine security accounts within Endpoint Encryption Server.
  • Set up client machines and installed software as well as Y2K patches.
  • Win NT/2000 server with Mac integration, and network attached storage.
  • Utilize control mechanisms or hands-on procedures to operate machines.
  • Run coordinate measuring machine (CMM) as needed.
  • Respond to Break Fix and SR-IMAC tickets.
  • Monitored all office equipment (PC's, printers, facsimile machine, copiers, etc ).
  • Participated in IMACs and recorded all requests in company's proprietary software - FRS ticket system.
  • Audited Federal Reserve incoming cash letters Performed data entry of returned NSF checks Filmed incoming correspondence on micro-fiche machine

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23. Helpdesk

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average Demand
Here's how Helpdesk is used in Senior Support Specialist jobs:
  • Improved helpdesk operations through comprehensive support and advanced staff training.
  • Provide regular helpdesk performance and utilization reports to leadership.
  • Managed the helpdesk to help users with software, network, or account issues that they are experiencing.
  • Discovered many trends and the commonality of issues by proactively watching the helpdesk tickets as they were entered.
  • Serve as team lead to ten helpdesk analysts for one of the world's largest Broadband companies.
  • Installed and managed helpdesk ticketing, asset tracking, time tracking, and procurement management system.
  • Functioned as the subject matter escalation point for all helpdesk and desktop support issues.
  • Utilized McAfee Helpdesk and Remedy software suites to complete customer tickets.
  • Operate and maintain Tier 2 Tech Control Helpdesk functions and DISA-310.
  • Serve as the Helpdesk primary contact for mobile carrier.
  • Created and maintained helpdesk website using HTML and FrontPage.
  • Develop practices and formats for the ITO Helpdesk tools.
  • Installed and maintained helpdesk issue tracking/ resolution software.
  • Process and analyze Trouble call tickets consisting of BMC Remedy 7.5, HEAT 8.0 and Project Trak helpdesk software.
  • Received and responded to Helpdesk calls and emails regarding software, hardware, network issues in a timely manner.
  • Provide helpdesk support as well as admin duties and coordinate effects with corporate IT staff.
  • Project management opening new offices in from Canada down to Latin America * Bi-lingual Helpdesk
  • Resolve all issues and close helpdesk tickets within established SLA timeframe.
  • Manage 6 person IT helpdesk staff.
  • Utilize helpdesk tools and have the ability to manage helpdesk requests via Dameware Remote Desktop Support Tool.

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24. Management System

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average Demand
Here's how Management System is used in Senior Support Specialist jobs:
  • Participated in training national sales force for several major pharmaceutical Territory Management Systems, along with development of related training materials.
  • Consulted with hotel developers for electrical, cabling, and front desk specifications for property management system installation.
  • Maintained and updated the Warehouse Management System daily, verifying information and informing management team of all discrepancies.
  • Process engineering data from aerospace manufacturers' product data management systems to assist production and estimating departments.
  • Developed procedures for administration and development of programs using management system and the Intranet.
  • Led all post-sale responsibilities for customized, integrated retail management systems provider.
  • Project Manager for Hotel Conversion Data Hotel Management System
  • Provided support in all aspects of the life cycle of software development for Defense Information Management System (DIFMS).
  • Originated and designed training website with the web development team and implemented the Learning Management System.
  • Assisted in development and implementation of service module for ERP Information Management system (MFG-PRO).
  • Developed a Task/Resource/Cost Management System using HTPM to track schedules for planning purposes.
  • Respond to incidents & requests by use of various IT Service Management systems.
  • Maintained and update the Warehouse Management Systems for employee hires and terminations.
  • Mentored and trained users on the Reynolds Dealer Management System.
  • Created six complete websites on content management system.
  • Provided project management, support and installation of the Hilton/Promus Hotels, System21 Property Management System conversion in over 800 hotels.
  • Subject Matter Expert for Incident Management System while providing support to clients across the entire regAction system.
  • Assisted customers' with setting up configured and troubleshoot the Xirrus Management System (XMS).
  • Provide support for CMS (Casino Management System) for users' onsite.
  • Ensured all tapes were controlled through an automated tape management system- Tapes Plus .

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25. CAD

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average Demand
Here's how CAD is used in Senior Support Specialist jobs:
  • Maintain regular contacts with parents regarding student academic progress & achievement.
  • Trained and instructed subordinate cad specialists.
  • Modified an ESRI telephone data model and converted CAD maps to GIS as a standalone and in an Oracle data base.
  • Partnered with local and global CAD data creators to identify, develop, document, and implement best practices.
  • Developed and implemented new standards and best practices to help standardize processes between Academic Advising and my team.
  • Analyze and correlate data from a variety of sources to be linked to features in CAD and GIS.
  • Manage team of 3 direct reports that develops custom CAD, Mapping software and Oracle Database applications.
  • Ensured academic integrity of lab by working with English and ESL Department to guarantee student success.
  • Managed a budget of $200,000 for development of CAD and Mapping software per year.
  • Provided assistance to students concerning academics or lab resources, related to software usage.
  • Created and revised procedures for the Revision Control Management of all CAD files.
  • Solved problems with AutoCAD with the networked plotter and driver problems with NT4.0.
  • Developed and maintained accurate archive of completed projects using AutoCAD 2005 and DWF.
  • Supported global PLM initiatives as they relate to CAD tools and usage.
  • Formulated prototype parts of CAD models.
  • Managed 3-D CAD Models and Assemblies.
  • Set up Corporate CAD drafting standards
  • Modeled designs using CAD software.
  • Mentored colleagues as they transitioned from Pro-E (Creo) to Unigraphics, becoming the company s expert in CAD.
  • Programmed implants utilizing (Mastercam), (Smartcam), (Cadkey), and (Autocad).

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26. Voip

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average Demand
Here's how Voip is used in Senior Support Specialist jobs:
  • Developed documentation and Standard Operating Procedures for management and monitoring of VOIP infrastructure.
  • Participated in global VOIP implementation including six digit On-Net dialing.
  • Manage VoIP and Broadband installs from order entry to installation through various carriers and vendors ensuring accuracy and timely delivery.
  • Installed, configured, and administered the Cisco VOIP UCCX and CUCM, enabling global voice communication for 60,000 users.
  • Resolve technical issue with Roadrunner, VOIP, Cable Modems, and wireless Routers to customer across North Carolina.
  • Manage and configure VoIP protocols including QOS, COS, H.323.
  • Developed project plan on Network and VoIP system migration.
  • Researched, Replaced and Maintained company VOIP phone system.
  • Configured all switches/routers for migration to VoIP.
  • Provided VoIP phone support for users.
  • Managed VoIP, IP Telephony.
  • Design, develop and manage VoIP Cisco Call Manager 8.x, CUBE 8.x, UCCX 8.0 and Unity 8.0.
  • Installed and configured VOIP and Phone PBX's and QOS issues.
  • Supported Wireless Broadband Internet Service and VOIP.)
  • Network infrastructure and Voip phones system support.

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27. Novell

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average Demand
Here's how Novell is used in Senior Support Specialist jobs:
  • Used advanced technical knowledge of current network enterprise applications and services to trouble-shoot applications, Novell LAN and cross platform problems.
  • Update user information and permissions in Active Directory to comply with migration from Novell 5.x to Microsoft Active Directory 2000.
  • Lead project to ensure that all AD permissions for Tops Markets transition from Novell to Windows went smoothly.
  • Managed network, PC, terminal services, and system conversion projects in a Novell and Microsoft environment.
  • Designed, installed, and maintained Novell 4.11 servers and Windows NT servers for multiple departments.
  • Assign to a major Federal agency with a mixed Novell and Microsoft network operating system.
  • Monitored the network using Novell applications such as ConSole One, GroupWise, and ZenWorks.
  • Configured Novell and Microsoft network settings within Windows NT, 2000 and XP environments.
  • Changed passwords and end users accounts on Novell 4.1 and Windows NT Server.
  • Supported TechTeam internal servers running Novell NetWare and Windows NT Operating Systems.
  • Administered the office Novell network serving the audit and tax practices.
  • Performed network administrative functions and upgrades on Novell 3.12.
  • Supported 25+ Node LAN and migrated the existing Novell 3.12 LAN to an NT 4.0 LAN.
  • Performed duties of Novell Administrator and NT domain administrator after hours modifying user profiles and manipulating multi-user databases.
  • Supported interconnectivity to Windows NT and Novell Networks, and installation and configuration of network protocols.
  • Provided hands-on team and thought leadership to staff of five Support Specialists *Built, maintained and troubleshot Novell Z.E.N.
  • Supported in-house Novell networks, and worked with staff in improving UNIX and DOS system proficiencies.
  • Supported Novell GroupWise, Eudora, Microsoft and various web-based email programs.
  • Managed a 100-node Novell 3.X network.
  • Performed backups and restorations using Seagate Backup Exec 6.x 7.x software on the Novell and NT multi-domain environment.

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28. Special Projects

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Here's how Special Projects is used in Senior Support Specialist jobs:
  • Participated in special projects as requested by management.
  • Assigned special projects and delegated escalations.
  • Generate documentation for the department on new and/or existing procedures, and assists with special projects as requested.
  • Assisted with the preparation of special projects, monthly reports and presentations to meet scheduled deadlines.
  • Worked with upper management on special projects such as data clean-up and new escalation submissions.
  • Initiate projects and accomplish assigned special projects under the general direction of the Office Director.
  • Filled in when needed to help with coverage for time off and special projects.
  • Managed up to 20 people for special projects that related to medical data research.
  • Assigned tasks and special projects to my team and oversee to completion.
  • Assisted Support Manager with scheduling, meetings and special projects.
  • Lead special projects that are needed for various facilities.
  • Chosen/volunteered to take on Special Projects numerous times.
  • Coordinate special projects and reports as assigned.
  • Billed for Special Projects and Grants.
  • Advanced billing and technical support for customers of websites Kept available for special projects and to take over Supervisory Duties as necessary
  • Selected by senior management to complete special projects including McKenzie Project, Reconciliation of Error Account, and Workflow Pilot Programs.
  • Assisted in Special Projects and Conferences such as North American International Auto Show, NAIDASpell out, what is this.
  • Worked on special projects including data integrity in managing update of escalation cases with servicers as well as workload balancing.
  • Participate in new application rollouts, testing and special projects as needed.
  • Coordinate onsite and offsite special projects/ events for staff and customers.

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29. Suite

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Here's how Suite is used in Senior Support Specialist jobs:
  • Assigned as a Programmer/Analyst with responsibilities that involved the analysis of database and program interfaces within a modular designed software suite.
  • Programmed an automated feedback testing software suite that aided in testing the validation reporting capabilities of the SDSA software suite.
  • Provided Training for end-users for MS Office suites, Outlook & Outlook express, by making information easily understood and usable
  • Processed and analyzed NGS data on different alignment tools (STAR, Tuxedo suite, BWA, etc.)
  • Functioned as a top tier Support escalation and crisis resolution contact dealing with numerous external C-Suite contacts.
  • Install software Windows 95, Lotus SmartSuite, and Office 95/97), per users requirements.
  • Provided metrics to management on progress in various areas of the product suite Accomplishments/Charitable work.
  • Designed and developed a suite of applications that managed and automated the sharing of documents.
  • Handled receiving and redistribution of new computer suites and assets to base personnel.
  • Analyzed logs to ensure optimum performance of all suites being used.
  • Installed and supported Microsoft Office Suite.
  • Track and report individual configuration and release management data in regards to the suite of tools used for each conversion assignment.
  • Consult with parents of students to determine which programs are best suited for their child(ren).
  • Maintain configuration changes in regards to the different suites being developed or maintained.
  • Assisted customers with tech support through JAMF Casper Suite.
  • Support Microsoft Office Suites Test and evaluate existing networks.
  • Supported the Zimbra Collaboration Suite.

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30. User Accounts

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low Demand
Here's how User Accounts is used in Senior Support Specialist jobs:
  • Configured and maintained user accounts in Microsoft Active Directory.
  • Created and deleted user accounts using active directory.
  • Performed network administration functions, set up network user accounts/permissions, reset passwords, and administered group policies via Active Directory.
  • Configured user accounts in Outlook and assisted with VPN troubleshooting and installation for doctors and nurses each day.
  • Fielded phone requests from traders, bankers and corporate employees while creating, deleting and modifying user accounts.
  • Managed user accounts, administered file, folder, drive mappings, and printer access configurations.
  • Create as well as manage user accounts and policies using Microsoft Active directory (AD).
  • Created and administered database, web, and email user accounts for initial use.
  • Support and maintain user accounts including AD permissions, mailboxes, and phone extensions.
  • Create and maintain UNIX & NT user accounts for new hires and terminations.
  • Add, remove, update, and maintain user accounts in Active Directory.
  • Utilized Microsoft Active Directory and Microsoft Exchange to create and maintain user accounts.
  • Created all new user accounts in Active Directory and various other user applications.
  • Configured and maintained user accounts for JD Edwards environment.
  • Managed all user accounts using Active Directory.
  • Created user accounts and reset passwords.
  • Configured and maintained user accounts for Saleslogix environment.
  • Managed user accounts (create, modify, transfer and delete) through Novell Console One and Active Directory Management.
  • Performed Network administration duties, creating/modifying user accounts, and Network backups using ARCserve in a NetWare 4.11 environment
  • Created and maintained Clearwell databases and user accounts.

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31. Citrix

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low Demand
Here's how Citrix is used in Senior Support Specialist jobs:
  • Install and configure Citrix XenServer virtual environment.
  • Experience includes phone, email, chat support (LivePerson) and usage of remote support options including WebEx and GoToAssist/Citrix.
  • Worked closely with Server administrators to implement Citrix, RSA SecurID token, and Exchange solutions.
  • Developed Proof of Concept for use of Citrix desktops on thin clients in operations environment.
  • Set up email accounts, performed daily back-ups and file restores and published Citrix applications.
  • Provide remote support with Citrix, company network as well as proprietary software.
  • Assisted in configuring Citrix MetaFrame accounts and client sessions.
  • Work in Active Directory as well as Citrix.
  • Remove and add servers to the Citrix farm.
  • Resolve issues with web drive issues via Citrix.
  • Image & Deploy computers via Norton Ghost & SCCM Maintain classrooms & Labs images using Citrix Provisioning Services Console.
  • Supported and configured Citrix applications running ProComm Plus on Wyse thin clients.
  • Implemented Oracle Financials and Oracle-based POS via Citrix Client Server.
  • Manage vendor support with vmware/citrix.

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32. Computer System

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low Demand
Here's how Computer System is used in Senior Support Specialist jobs:
  • Use multiple computer programs to validate eligibility and provider contract information and accurately enter prior authorization information into the computer system.
  • Perform systems analysis duties in evaluating proposed computer systems or systems modifications to determine more effective and or efficient alternatives.
  • Worked with Business Solutions associates on the development and testing of internally used computer systems.
  • Performed break-fix and preventive maintenance on a variety of Intel-based computer systems.
  • Developed complex programs for advanced computer systems employing advanced techniques.
  • Designed computer systems using advanced software engineering methodologies.
  • Use software solutions and computer systems to precisely and professionally document and track client contacts providing the best possible details.
  • Provide direct support to resources and instruct new resources for FDA fundamental keys of Computer System Qualification highlights.
  • Established operational databases, software configuration controls and system interfaces for computer system(s) assigned.
  • Installed, maintained and upgraded computer systems, and trained the team on software including MS Office.
  • Diagnosed, installed, upgraded, configured, and repaired computer systems and network system components.
  • Used multiple computer systems on a daily basis to perform the previously mentioned tasks.
  • Use software solutions and computer systems to accurately document and track client contacts.
  • Provided tech support to computer system users.
  • Input claims into department's computer system.
  • Implemented validated cGxP enterprise computer systems, laboratory systems, manufacturing process control systems and automated packaging equipment.
  • Set up and deploy new computer systems utilizing Altiris Rapid Deploy and Imaging Solution on an as needed basis.
  • Gather data and input details in bank's computer systems to prepare chargebacks and submit to QA for review.
  • Upgraded all of the station's computer systems to meet current usability and security standards.
  • Help Desk Level 1) Monitor, and control major computer systems thru Windows client/server.

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33. Trouble Tickets

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low Demand
Here's how Trouble Tickets is used in Senior Support Specialist jobs:
  • Monitor and troubleshoot all failed and suspended requests in distribution GUI and write Trouble Tickets using remedy as required.
  • Enter, track, and report on trouble tickets utilizing (Remedy User) help desk call tracking software.
  • Monitor alerts and work Trouble Tickets created and assigned by the Customer's NOC.
  • Reported, tracked, and managed user requests and trouble tickets using SNOW.
  • Create and assign trouble tickets as needed using Footprints ticketing software.
  • Managed, tracked, and audited help desk trouble tickets.
  • Issued trouble tickets and assigned audio-visual equipment where needed.
  • Distributed trouble tickets to hardware and software departments.
  • Tracked all trouble tickets to resolution.
  • Worked trouble tickets via KACE (KBOX) software.
  • Completed Moves, Adds and Changes (MACs); resolved general trouble tickets and provided 24 hour on-call support.
  • Manage trouble tickets with Nextgen.
  • Documented answered trouble tickets in HEAT; documented projects and associated tasks in Redbooth.

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34. PCS

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low Demand
Here's how PCS is used in Senior Support Specialist jobs:
  • Specialized focus on incidents for mobile devices and applications, virtual PCs/applications and executive support.
  • Provided 2nd level desk side support and remote administration of PCs using Remote Desktop, Remote Access and Carbon Copy.
  • Integrated existing PCs into the system using the ALTOS 286 and 386 based Multi-User Microcomputer System (MUMS).
  • Configured & installed PowerCube PCs per client specifications, to be later installed into mobile wireless workstation carts.
  • Assist with creating and updating standard computer images for various hardware configurations including laptop and desktop PCs.
  • Participated in feasibility testing and bug documentation of applications prior to their release to user PCs.
  • Deployed dozens of managed Windows NT, Windows 2000, and Windows XP notebook PCs.
  • Acted as liaison in requesting installation of firmware and software requests for government PCs.
  • Assisted sales reps in diagnosing the appropriate part needed for Laptops and Desktop PCs.
  • Configured, repaired, installed and supported network servers and desktop PCs.
  • Supported PCs/Mac daily from maintenance to upgrades to obtain maximum efficiency.
  • Modified the wireless security and authentication policies on the PCs.
  • Configure & Troubleshoot & PCs, Laptops, Macs, Printers (including Xerox WC), Software & A/V Equipment.
  • Hired to bring expertise and work efficiency to the team, driving success within the PC Upgrade/Conversion Project of 1,400 PCs/MACs.
  • Maintain, implement and deploy custom proprietary workstation images for all environment PCs thru PXE server.
  • Supported Windows based pcs, remote printing and propitiatory software specific to the line of business.
  • Worked early shift and resolved any pre market issues with servers or PCs.
  • Set up and/or move PCs and laptops, maintain and deploy current images.
  • Imaged and deployed new Windows XP based Dell/HP/Lenovo Desktop and laptop PCs.
  • Monitored PCs and servers using HP openview and net IQ.

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35. Level Support

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low Demand
Here's how Level Support is used in Senior Support Specialist jobs:
  • Provided third level support for escalated customer inquiries.
  • Supervised 1st level support representatives.
  • Played an integral part in streamlining and organizing communication between second level support, client services, and the client.
  • Completed all local market training requirements in ITIL V3 and HDI support training to provide high level support to clients.
  • Handled first and second level support for clients of organizations having a diverse variety of hardware and software.
  • Provided third level support of software and operating systems to second level help desk technicians.
  • Handle escalation of 2nd level support tickets to appropriate groups through paging and bridges.
  • Provided second level support for customers and first level technicians for PC satellite communications.
  • Provide first and second level support for over 1 Million end users.
  • Provided callers with second level support, identifying and ordering replacements parts.
  • Provided second level support for over 400 users and 162 stores.
  • Provide 2nd and 3rd level support to support center analyst.
  • Census and Second Level Support and support implementation for TS.
  • Provide 1st and 2nd level support for Electric Insurance customers.
  • Provide guidance and assistance to 2nd level support teams.
  • Performed first and second level support for end-users.
  • Provided 3rd level support for all VSE accounts.
  • Provide second level support as needed.
  • Performed first and second level support for end-users Solved and escalated problems to appropriate groups.
  • Second level support which included 100% breakfix.

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36. Problem Resolution

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low Demand
Here's how Problem Resolution is used in Senior Support Specialist jobs:
  • Developed and implemented new processes while evaluating and modifying existing processes to increase productivity, and improve problem resolution turn-around times.
  • Audited outsourced contracting and commissions work to ensure accuracy and recommend procedural, operational and policy improvements and administered problem resolution.
  • Facilitated problem resolution by thoroughly documenting all procedures installed and updated software.
  • Demonstrate ability to satisfy users through analysis and problem resolution.
  • Perform troubleshooting, diagnostics and problem resolution on all systems, servers, switches, routers and peripheral devices.
  • Document technical issues for end users, internal staff; troubleshooting steps, results and problem resolutions.
  • Managed issue tracking, problem resolution, and follow-up for escalated issues and key account holders.
  • Respond to various users request, and support the user and customers with problem resolution.
  • Work completed is received as technically sound, and appropriate for problem resolution.
  • Provided tier II telephone support to assist clients with problem resolution.
  • Address and resolve routine issues (contact/escalate to vendor through Helpdesk or agreed upon problem resolution methodology).
  • Perform callouts to the third party vendors and clients to obtain information necessary for problem resolution.
  • Utilized Frontrange HEAT ticketing system to manage service requests and document problem resolution.
  • Performed callout and escalation procedures in a prompt manner to the various support groups to ensure timely problem resolution.

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37. DNS

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low Demand
Here's how DNS is used in Senior Support Specialist jobs:
  • Maintained departmental equipment databases, Web/DNS servers, applications servers, database servers and mail server platforms.
  • Spearheaded the installation and configuration of RIS server, Active Directory and DNS integration tools.
  • Resolve DNS/TCP issues, monitor and manage all networks in surrounding areas.
  • Maintain and trouble shoot DNS, DHCP and network connectivity issues.
  • Update DNS settings in Diamond system.
  • Configured and troubleshot Windows NT Server 4.0, IIS, DHCP, DNS, SQL server 6.5 and 7.0.
  • Configure and maintain DHCP, DNS and WINS.
  • Create and modify DNS reservations (infoblox).

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38. Knowledge Base

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low Demand
Here's how Knowledge Base is used in Senior Support Specialist jobs:
  • Reviewed banking policy updates and Regulatory Compliance rules to maintain knowledge base and provide best practice information to customer support staff.
  • Provided first and second level computing support to 2400 students on campus maintained the student computing website and wiki knowledge base.
  • Reproduce and write up bugs and feature request for development as well as knowledge base articles for the public.
  • Increased knowledge base and implementation of CPSI systems which resulted in increased numbers of properly resolved customer problems 12.
  • Assisted in establishing the knowledge base to be used in researching fixes for all manner of technical issues.
  • Utilize RNT (Right Now Technologies) based knowledge base articles to provide technical support.
  • Developed and maintained help desk knowledge base, how to manuals, and training documentation.
  • Author of over 100 knowledge base articles resulting in reduced numbers of issues of clients.
  • Expanded duties included support and maintenance of the knowledge base for IT support.
  • Keep the knowledge base updated to ensure solutions are available to the firm.
  • Developed and documented procedures for IT-Technical Support knowledge base for the company.
  • Deliver the development of Support Organization's Knowledge Base for Remedy.
  • Operate the Knowledge Base for the Junior Agents.
  • Worked to improve the Service desk knowledge base.
  • Developed knowledge base to guide entire support staff.
  • Create Knowledge Base documents for support database.
  • Maintained knowledge base of technical issues.
  • Develop and maintain department knowledge base.
  • Worked with department colleagues to build department documentation and knowledge base documents.
  • Created detailed "How To" and Knowledge Base documentation for customers and SAXOTECH Staff.

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39. Lotus Notes

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low Demand
Here's how Lotus Notes is used in Senior Support Specialist jobs:
  • Support and training specialist for Lotus Notes/Domino, Desktop productivity support.
  • Acted as second level support for Lotus Notes 6.5, e-mail/database resolutions, All-in-one printers, Blackberries and PDA's.
  • Provided support for all interoffice applications, including MS Office 2000, Lotus Notes, VPN, Remedy.
  • Participated in upgrading all systems to new Dell hardware, Lotus Notes R5 and SMS 2.
  • Served as the Technical Point of Contact for the Windows 2000/Lotus Notes R5 deployment.
  • Assisted in the migration of 180 users from Lotus Notes to Exchange 2007.
  • Planned and executed user training classes in Lotus Notes and Microsoft products.
  • Supported email applications: Entourage, Lotus Notes, and Outlook.
  • Supported Lotus Notes, basic installation and creating new user accounts.
  • Configured and maintained user accounts for Lotus Notes 7 environment.
  • Set up Lotus Notes account and passwords for users.
  • Experience troubleshooting MS Office 365 and Lotus Notes.
  • Support lotus notes clients and Domino servers.
  • Migrated lotus Notes to Microsoft Office 365.
  • Provided comprehensive assistance including configuring and supporting Windows 2000, XP, NT, OS/2, Lotus Notes and Seibel.
  • Document all troubleshooting and repair services using Lotus Notes Run Network Backup
  • Supported Windows 95, 98, NT, Novell 4.11 and 5.0, and Lotus Notes R5.
  • Developed in UNIX, .NET platform with SQL 2005, Windows, Windows NT, Lotus Notes

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40. QA

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low Demand
Here's how QA is used in Senior Support Specialist jobs:
  • Work closely with QA associates to ensure modifications work appropriately before installation.
  • Assure all new servers installed follow a strict QA process to ensure optimal operational adherence to standards and processes.
  • Worked closely with Marketing, QA/RA, Accounting, Repair (Service), Engineering and outside Freight Forwarders.
  • Helped to organize the team to dedicate a daily testing routine to run real-life scenarios through the QA environment.
  • Review programmer-generated QA reports in order to find legacy errors from USP29-NF24 that are quantifiable, e.g.
  • Complete 15 call monitors weekly on reps targeting trends for QA fails and provide coaching/feedback.
  • Compile and format the Monthly SIQAD Products Delivery Status Report for management.
  • Assisted development, QA and software delivery to troubleshoot software problems.
  • Worked with development to provide bug fixes, including QA testing.
  • Processed QA testing on client designed packages prior to roll out.
  • Exceeded goals and QA from the start of employment.
  • Complete QA testing for web content and online calculators.
  • Identify and submit Bugs to QA for verification.
  • Top contributor of articles to global user community with tutorials, software release updates, product roadmaps, and QA reports.
  • Provided QA and technical support for ISP, HP Deskjet, and HP Large Format Printers.

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41. Linux

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low Demand
Here's how Linux is used in Senior Support Specialist jobs:
  • Deployed departmental Linux CD-ROM server for residents' interactive multimedia training.
  • Administered Linux Client/Server environment including setting permissions and file management.
  • Developed standards for Oracle server installations utilizing Oracle Enterprise Linux.
  • Authored various Puppet modules specific to the environment to deploy software on windows hosts and configured services on Linux hosts.
  • Red Hat Enterprise Linux server administration and maintenance for web, database, and computational server clusters.
  • Support and maintain all Virtual and physical servers running 2000/2003/2008, Linux and OSX Server Operating Systems.
  • Design backup system for NTFS/CIFS file servers, Red Hat Linux servers, and Windows domain controllers.
  • Developed Java, Python and Linux scripts and integrated them with Sterling Integrator.
  • Monitor daily backup for Windows and Linux servers.
  • Utilized SAS Base, SAS Stat, SAS Enterprise, and SAS Enterprise Miner on LINUX and other platforms.
  • Manage and troubleshoot UNIX (AIX, Linux) servers.
  • Monitor system performance with Linux utilities (Nagios, Cacti), identify and resolve issues.

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1 Linux Jobs

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42. Sharepoint

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low Demand
Here's how Sharepoint is used in Senior Support Specialist jobs:
  • Provided administration, operation and maintenance support on sensitive data, military systems, SharePoint portals and networks.
  • Provide oversight and support in managing the department's SharePoint site which serves as the depository for important and confidential documents.
  • Support services for Microsoft related technologies including Windows Server, Exchange, SQL Server, SharePoint, Office 365.
  • Organized and planned the migration from Lotus Notes into Microsoft solutions, such as SharePoint and Outlook.
  • Migrated project web sites into SharePoint and established access groups and set local and Active Directory permissions.
  • Trained users in the basic principles of SharePoint and how they could benefit from that system.
  • Utilized SharePoint to create blog posts, announcements, and knowledge resources for business group.
  • Created and maintained employee s training task matrix on SharePoint.
  • Installed a SharePoint farm within my division s intranet.
  • Experience with SharePoint, wiki.
  • Utilized MS Office, SharePoint, Merant Tracker and Version Manager to ensure accurate tracking and storage of project documentation.
  • Create, update and maintain the Knowledge Services Network (KSN) SharePoint Financial Training Courses webpage.
  • Aided our LV1 team with troubleshooting and resolution techniques of various Sharepoint issues from minor or major.
  • Updated the Global Template Documents (GTDs) in the SharePoint for all the configuration changes.
  • Experience with relational database, Oracle 11g; Drupal web content management; SharePoint designer.
  • Initial intake and follow up on help desk emails and phone calls via Sharepoint.
  • Support Microsoft SharePoint 2010 design and workflow.
  • Developed database reports using Sharepoint and Cognos, to ensure data reliability and improve program performance.
  • Experienced in using Sharepoint as a ticketing system and knowledgebase for problems arising with our financial software.
  • Trained teams on CMS, Sharepoint, Gomez, LANDesk, Pulsepoint plus other 3rd party products.

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43. Technical Assistance

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low Demand
Here's how Technical Assistance is used in Senior Support Specialist jobs:
  • Assisted in developing specifications and requirements for computer technical assistance statements of work, hardware installation, and computer operations policies.
  • Provided operational and technical assistance to customers via live voice chat and structured ticketing systems.
  • Provided single point of contact for entitlement verification, technical assistance and problem resolution.
  • Monitored and reviewed work in progress and provided technical assistance when necessary.
  • Provided technical assistance, research analysis and related recommendations regarding program development.
  • Provide bank software and technical assistance for major organizations and businesses.
  • Provide inside technical assistance for Tally Systems Asset Management Software.
  • Provided technical assistance to computer system users.
  • Provided technical assistance and support to diverse and specialized groups in the use of system-level software and SQL databases.
  • Provided technical assistance for end user applications, and on-call support to for mission critical applications.
  • Provide technical assistance to current and potential customers, and vendors of CSS software products.
  • Perform technical assistance for supported software applications (internal or third party vendor developed).
  • Provide technical assistance, particularly with respect to network connectivity, to remote users.
  • Provide technical assistance, support, and advice to computer users.
  • Respond to requests for technical assistance.
  • Managed accounts for DC/MD/VA RIF programs Provided general and technical assistance to program coordinators Represented RIF at various book distributions and conferences
  • Talented Trouble Shooter that provided technical assistance through remote means to hospitals all over the United States.

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1 Technical Assistance Jobs

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44. External Customers

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low Demand
Here's how External Customers is used in Senior Support Specialist jobs:
  • Assisted external customers with specifications development to enhance project results.
  • Provided various customer services to internal and external customers.
  • Managed escalations, troubleshooting support for internal/external customers.
  • Provide product information for internal and external customers.
  • Developed and delivered training to internal and external customers using WebEx that maximized the use of products and internal staff training.
  • Provided hardware and software support for both internal and external customers on IBM PC and Apple systems.
  • Provide telephone assistance to end-users and external customers in the area of applications and system support.
  • Utilize over 50 systems to provide problems resolution to Banking Center associates and external customers.
  • Provided phone support and limited online support for both internal and external customers.
  • Create training documents and knowledge base articles for both internal and external customers.
  • Maintain productive relationships among peers, internal, and external customers.
  • Provide phone support to 1500-2000 external customers.
  • Collaborated with internal and external customers to ensure on-going technical and process enhancements.
  • Deal with internal customers in resolving external customers financial complains.
  • Anticipate customer needs, establish and maintain effective relationships with internal and external customers and gain their trust and respect.
  • Established myself as a "go-to" for internal and external customers.

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45. Vmware

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low Demand
Here's how Vmware is used in Senior Support Specialist jobs:
  • Utilized VmWare to create base images.
  • Performed physical to virtual conversions of Windows systems using VMware.
  • Support VMware on 300 servers and 200 desktops.
  • Provide government support for greener technologies initiatives that include VMware ACE, ESXi 4.0 and Microsoft Hyper-V.
  • Build test environments using VMware vSphere.
  • Contract Position] Roles & Responsibilities: Upgrade and Maintain VMware ESX / ESXi UCS and virtual sessions.

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3 Vmware Jobs

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46. Tcp/Ip

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low Demand
Here's how Tcp/Ip is used in Senior Support Specialist jobs:
  • Create and maintain Print Ques, NT Server passwords, and TCP/IP configuration for DNS Servers and DHCP Servers.
  • Support infrastructure service including modems, cables, TCP/IP, Ethernet and VPN; utilize multiple network-troubleshooting tools.
  • Installed Cisco Catalyst switches and routers with appropriate TCP/IP addressing, and configuration Information.
  • Worked with LAN/WAN networking and TCP/IP which plugged into the 3COM hub and routers.
  • Network Support for TCP/IP, FDDI, Ethernet network architectures.
  • Resolve network connectivity (TCP/IP) issues and email problems.
  • Lead for network cabling and TCP/IP troubleshooting.
  • Worked to troubleshoot TCP/IP connections and connectivity.
  • Experienced with multiple networking protocols including: TCP/IP, IPX/SPX, NetBEUI, PPP, WINS, and DHCP.

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47. Powerpoint

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low Demand
Here's how Powerpoint is used in Senior Support Specialist jobs:
  • Oversee creative projects for kickoff and annual office meeting to include but not limited to PowerPoint presentations and Excel.
  • Provide support with issues and how to questions on Microsoft Word, Excel, PowerPoint and Outlook.
  • Capture and create video clips for PowerPoint presentations and trial academy attorney development / trial use.
  • Design and develop on-line courses using PowerPoint, Articulate, Captivate, and Flash.
  • Develop written communications to both internal and external entities using Microsoft Word and PowerPoint.
  • Prepared PowerPoint presentations for client deliverables and proposals, and handled timetable follow-up procedures for client deliverables and proposals.
  • Created presentations in forms of posters, Powerpoint slideshows, and AVI animations.
  • Prepared pipeline reports to demonstrate new, on-going and dead projects using PowerPoint.

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48. SLA

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low Demand
Here's how SLA is used in Senior Support Specialist jobs:
  • Translated program requirements and technical information according to product standards.
  • Translated and created documents in Portuguese as necessary.
  • Analyze and translate consumer credit reports, recommend corrective action on disputed items, and provide general advice about credit scoring.
  • Developed and taught training classes for ISDN, 5ESS Customer Translations, DMS Customer Translations and A&B Bit Signaling.
  • Managed escalated trouble tickets using Remedy and worked with Six Sigma Black Belts to slash response time and increase productivity.
  • Slashed denied warranty claims 30% by implementing a triage tool for agents to use while troubleshooting.
  • Liaised with business and technical teams to translate new business objectives to technical details for enhancements.
  • Run ticket reports each week for my team to ensure they are meeting their SLA's.
  • Assisted in resolving tickets assigned to the Tier 1 team to help meet the SLA.
  • Receive trouble tickets and prioritize activities based on SLA requirements and severity of end-user impact.
  • Assisted other Sprint departments with translating for Spanish speaking customers.
  • Make sure all the scheduled batches finished within agreed SLA.
  • Attained and maintained an individual SLA of 90% or better
  • Maintained the OSA/SLA and Federal Compliance for Governments contracts.
  • Provided clear and concise direction regarding LAN connections and network configurations Translated complex technical terms into terms easily understood by customer.
  • Translated and communicated complex technical information to a variety of different audiences, bridging the gaps between business and technical users.
  • Managed the Team inbox and distributed tasks to ensure we met SLA's and maintained a high level of customer service.
  • Worked directly with ON24 Virtual webcast mangers and engineering department to resolve virtual event issues while enforcing the SLA.
  • Develop and manage ticket reporting and metrics to support SLA for Jabil Boston division.
  • Close all assigned problems within SLAs and KPIs.

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49. Training Programs

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low Demand
Here's how Training Programs is used in Senior Support Specialist jobs:
  • Conducted training programs designed to educate users about basic and specialized applications.
  • Developed new-hire training programs in collaboration with management team.
  • Created custom training programs for various large enterprise clients within the Gov, Edu, healthcare and technology industries.

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50. Sccm

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low Demand
Here's how Sccm is used in Senior Support Specialist jobs:
  • Support & maintenance of hardware, software, SCCM deployments to new and existing PCs, and the enterprise network.
  • Patch management including bios and firmware updates, service pack upgrades, and application based updates with WSUS and SCCM.
  • Perform hardware maintenance tasks, such as re-imaging hard drives, repairing hardware and removing/detecting viruses (SCCM).
  • Utilized SCCM to obtain information on college computer equipment such as missing peripherals and or faulty hardware.
  • Deploy new installs as well as patches and software via SCCM.
  • Utilized AppV and SCCM to create and deploy application packages.
  • Experienced in using remote management tools such as SCCM.
  • Deploy and maintain customized software packages utilizing SCCM Expert.
  • Image systems for deployment (using SCCM).
  • Administer software deployments with Microsoft SCCM 2007/2012.
  • Created software deployment packages via SCCM.
  • Assist customer both on-site and remotely utilizing SCCM, Remote Desktop, Bomgar, and other remote tools.
  • Created and deployed software installation packages, Visual Basic scripts and Microsoft software updates using SCCM and GPOs.
  • Monitor and Administrate WSUS, SCCM and Trend Micro Antivirus Servers to ensure corporate and customer compliance.
  • Support all store equipment via Remote Desktop, VNC Viewer, Jumpbox, and SCCM.
  • Utilize SCCM and VMware to manage workstations in windows domain.
  • Deployed all Medstar approved applications using SCCM.
  • Capture, migrate and rollout users and profiles to new laptops and desktops using SMS, SCCM, KBOX and LANDesk.
  • Deployed application packages via SCCM, WIRE, and SWA Supported Windows 7 rollout for Boston area users

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Senior Support Specialist Jobs

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20 Most Common Skills For A Senior Support Specialist

Computer Hardware

11.6%

Technical Support

10.8%

Customer Service

10.1%

Data Entry

7.2%

Remote Access

6.5%

Desktop

5.7%

Phone Calls

5.7%

Windows XP

5.5%

Email

5.0%

Troubleshoot

5.0%

Active Directory

4.3%

Setup

3.8%

SQL

3.3%

Internet

2.5%

VPN

2.4%

Network Printers

2.4%

Office Supplies

2.1%

LAN

2.1%

Hardware Issues

2.0%

Unix

2.0%
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Typical Skill-Sets Required For A Senior Support Specialist

Rank Skill
1 Computer Hardware 8.6%
2 Technical Support 8.0%
3 Customer Service 7.5%
4 Data Entry 5.3%
5 Remote Access 4.8%
6 Desktop 4.2%
7 Phone Calls 4.2%
8 Windows XP 4.1%
9 Email 3.7%
10 Troubleshoot 3.7%
11 Active Directory 3.1%
12 Setup 2.8%
13 SQL 2.4%
14 Internet 1.9%
15 VPN 1.8%
16 Network Printers 1.8%
17 Office Supplies 1.6%
18 LAN 1.6%
19 Hardware Issues 1.5%
20 Unix 1.4%
21 Software Applications 1.4%
22 Mac 1.3%
23 Helpdesk 1.3%
24 Management System 1.1%
25 CAD 1.1%
26 Voip 1.1%
27 Novell 1.0%
28 Special Projects 1.0%
29 Suite 1.0%
30 User Accounts 1.0%
31 Citrix 0.9%
32 Computer System 0.9%
33 Trouble Tickets 0.9%
34 PCS 0.8%
35 Level Support 0.8%
36 Problem Resolution 0.8%
37 DNS 0.8%
38 Knowledge Base 0.8%
39 Lotus Notes 0.7%
40 QA 0.7%
41 Linux 0.7%
42 Sharepoint 0.7%
43 Technical Assistance 0.7%
44 External Customers 0.7%
45 Vmware 0.7%
46 Tcp/Ip 0.7%
47 Powerpoint 0.6%
48 SLA 0.6%
49 Training Programs 0.6%
50 Sccm 0.5%
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33,091 Senior Support Specialist Jobs

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