IT support intern Resume Ocala, FL - Hire IT People

SUMMARY:

Detailed, focused, and resourceful IT Service Desk Tech offering 5 years of IT and customer service experience, fantastic troubleshooting skills, and organized task management capabilities. Graduate with a bachelor’s in IT, reliable with both the service and technical sides of the office.

TECHNICAL SKILLS:

Clearance Level: Active DoD Secret

Systems: Windows XP/Windows 7, 8 and 10/ Server 2008

Software: Microsoft Office 2003/2007/2010/2013/2016/365, Service Now, HP Service Manager Ticketing System, Citrix, Pulse Secure, RAS Tools, Tight VNC, Active Directory, Java, knowledge of using VMWare, knowledge of configuring images on server, installing Software Government legacy and Commercial Software applications, ARCGIS, Symantec, MacAfee, QuickBooks 2019, Python, SQL, PHP, HTML

PROFESSIONAL EXPERIENCE:

Confidential, Norfolk, VA

Unclassified Helpdesk Agent

Responsibilities:

Used HP Service Manager Trouble Ticketing System to provide issue reporting and troubleshooting for end - users in support of NMCI network profiles, applications, computers, printers, mobile devices, and peripherals.
Experience with Microsoft Windows OS version 10, iOS version 12+.
Diagnoses and troubleshoots user Network connectivity issues, isolates the issue for resolution or escalation by assessing IP services, workstation configuration, and ongoing system outages.
Utilized Customer Service skills to receive, translate, record, and troubleshoot client issues to resolution at lowest level possible, or escalation to the appropriate Tier group for troubleshooting.
Tier 1 Post-deployment Windows 10 version 1803 support for end-users’ software compatibility, OS functionality, and data recovery issues.
Unclassified network Pulse Secure and Remote Access Service VPN software support to ensure NMCI network resource access to teleworking clients
Responsible for assessing end-user Active Directory Profiles for proper configuration to facilitate Network Account activations, Exchange server, domain controller, or Network drive access issues.
Assisted users with Network Drive Access, permissions and mapping
Troubleshooting user Microsoft Outlook issues from repairing Outlook Data Files, to rebuilding new Outlook profiles and troubleshooting S:/MIME PKI Certificates issues.
Designated to conduct incident callbacks in HP Service Manager for NGEN network client tickets via System Self-Service portal online, email and voicemail submissions to follow-up on issue status and resolution, performing further troubleshooting and escalation when necessary.

Confidential, Ocala, FL

IT support intern

Responsibilities:

Assisting users over the phone to troubleshoot issues with machines in remote locations or on the road, using VNC to connect to machines located at sites in order to troubleshoot users’ issues.
Working with a small team to coordinate the support, maintenance, and upgrades to the entire department, transitioning from windows 7 to windows 10, dell laptops to Toughbook’s, and moving offices around.
Software installation for Java, Symantec, Pulse, Tight VNC, Adobe, Windows 7 and 10, Linux MATE, Office 2016, QuickBooks, Axon body camera, Tritech for laptops.
Hardware configuration for imaging, changing out drives, fans, power supplies, RAM, batteries for phones, laptops, UPS’s, running and making Cat5e cables, Configuring monitors, CCTV televisions, network printers, and VOIP phones.
Learned the service now ticketing system from helpdesk group, and adding groups in AD, working on images in Windows Server 2008.
Learned tape backup procedure, configuring antivirus, and developing GPOs from security administrator.
Learned about QuickBooks and financial programs setup while working on a project for the accounting department.

Confidential, Ocala, FL

IT support intern

Responsibilities:

Shadowed and worked with agents to reimage machines to Windows 10.
Learned about Toughbook configuration for Fire stations.
Troubleshot network printer’s connectivity and associated software.
Activated and maintained network ports.
Worked on Video recording software station which utilized CCTVs
Troubleshot basic software issues with Office and Home built programs.
Traveled extensively to the county outskirts to assist with various IT matters.
Moved significant amounts of tech from location to location.

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It Support Intern Resume

Ocala, FL

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