Network and Systems Administrator Resume Washington, DC - Hire IT People

PROFESSIONAL EXPERIENCE:

Network and Systems Administrator

Confidential, Washington, DC

Responsibilities:

Technology Support Manager

Confidential

Responsibilities:

Lead the Support Desk
Ensure support desk’s prompt response to all tickets by monitoring support desk ticketing system
Serve as first escalation point for tickets, dealing with high priority or very urgent issues
Provide direct support to end - users as needed
Ensuring the support desk has the resources required to perform job
Schedule support department personnel to provide maximum coverage
Create and maintain checklists and documentation to standardize IT service delivery
Develop and disseminate reports on help desk team's productivity
Participates in on-call and occasional weekend work rotations to provide continuous end-user support and satisfaction
Oversee projects assigned to Support Team
Track and periodically refreshing network and server hardware including:
Coordinating part replacement with vendors
Coordinating refresh schedules with team, management, and end users
Installing new server and network hardware
Provide maintenance support for system and use software including:
Coordinating the installation of new operating systems
Maintaining vendor service agreements
General user administrative software tasks
Troubleshooting user system software issues, as problems arise

Confidential

Service Desk Team Lead, Washington, DC

Responsibilities:

Manage up 10 Tier 2 technicians (analysts) to provide technical support for 850 customers
Built, manage 24/7/365 coverage schedules including on-call
Created Service Desk performance reports across common metrics.
Building training plans to ensure existing and future staff are prepared to manage mix of technical work coming in from customers.
Actively seek to quantitatively evaluate team performance and develop process, checklists, charts, reports, job aids, and other materials to improve in targeted areas.
Strong customer relations experience including positive and proactive customer engagement to resolve issues and challenges as they arise.

Service Desk Technician

Confidential

Responsibilities:

Assists users with support inquires in a timely manner and provides solutions to presented user problems.
Respond to requests via telephone, email, via remote access and in-person.
Use a Service-Now ticketing system to track and route incidents/requests that come into the Service Desk.
Document the details of an issue, including troubleshooting steps taken in order to escalate the issue or the steps taken to resolve the issue.
Proficiency in Microsoft Windows, Mac OS 10.9 and Microsoft Office.
Experience using Service-Now (and Remedy) ticket systems. Learning Service-Now administration.

Confidential

Service Desk Team Lead, Alexandria, Virgina

Responsibilities:

Manage up to 80 (Tier 1, Tier 2) technicians providing support for 2500 customers
Created Service Desk performance reports across common metrics.
Actively seek to quantitatively evaluate team performance and develop process

Advanced Problem Resolution Technician

Confidential

Responsibilities:

Escalation team for Service Desk software, networking, system admin issues
Subject matter expert for propriety Patent applications, worked closely with developers
Documented applications bugs and alerted the Service Desk, development team

Service Desk Technician

Confidential

Responsibilities:

Assists users with support inquires in a timely manner and provides solutions to presented user problems. Respond to requests via telephone, email, via remote access and in-person.
Use a ticketing system to track and route problems/requests that come into the Help Desk. Document the details of an issue, including troubleshooting steps taken in order to escalate the issue or the steps taken to resolve the issue.
Knowledge of troubleshooting software, hardware, networking and system administration issues.
Able to provide support for various types of cellular phones and tablets, including iPhones, Windows-based and Android-phones, iPads, Microsoft Surface, etc.
Experience using Remedy ticketing system
Knowledge of ITIL Foundation principles