Service Desk Technician (Tier 2) Resume Arlington, Virginia - Hire IT People

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, Virginia

Service Desk Technician (Tier 2)

Troubleshoot and assist with Microsoft Office issues, Tableau Desktop issues and installations
Utilized Service Now to open and close 40+ tickets a day.
Follow strict guidelines and enacting Security protocols on a variety of tasks like resetting NTID (Windows) passwords and Re enabling NTID accounts etc.
Troubleshoot a variety of PC, Network and Printer issues
Trouble and assist users with using Citrix applications.
Create and Escalate tickets to different departments when necessary.
Decipher, Document and Create a variety of Service Now Request tickets, for office moves, database moves, SQL issues etc.
Document and Create temporary WiFI accounts for guests and visitors.
Troubleshoot and assist users working remotely, resolve VPN issues.
Troubleshoot a variety of software, hardware, printer issues.

Confidential, Washington, DC

Desktop Technician

Image computers for new hires, installing the latest software and driver updates for the employee
Create new user accounts using Active Directory, maintain Group Policies in Active Directory
Create new and deploy Windows 7 images.
Troubleshoot our VOIP system, experience with Shoretel software.
Provide technical support to users via telephone, email or in person.
Migrate different departments data to Sharepoint
Set up TV’s, Projectors, Printers. Used Crestron to set up AV
Use Microsoft Exchange for account modifications such as Calendars, Shell Accounts etc.
Data backup and to monitor system processes.
Use WSUS to maintain that our computers have the latest updates.

Confidential, Hunt Valley, MD

Embedded QA Compatibility/Software Tester

Create documentation on issues along the software development cycle to be escalated to the development team
Built custom PC in order to test frame rate issues with different hardware specifications.
Tested different operating systems on Mac and Windows to see how our software would be compatible with that particular OS.
Tested file permissions and made various edits using the Windows command prompt, and Linux on Macintosh.
Worked with end - users to troubleshoot issues and test features
Troubleshoot LAN/WAN issues in the testing environment
Ran Automated tests on custom built computers and reported the data to our software engineers.