Employment Resume Profile

Summary

I am writing in response to your employment opportunity. After reading your job description, I am confident that my exceptional customer service skills and passion for technology is a perfect match for this position. Within my 7 years of information technology employment I've handled tier I-II priority issues, including but not limited to system crashes, slow-downs, data recoveries and hardware or software rollouts. With responsibility for the timely documentation, resolution and closure of trouble tickets, e-mails, and phone calls.

I would bring to your company a broad range of skills, including:

Servicing:	Building, Repairing, Programming, Updating
Systems:	Windows 7/9X/NT/2000/XP/2K3, DOS, Mac OS, Unix, Windows Server
Networking:	LAN, WAN, TCP/IP, VPN, Remote Connectivity
Hardware:	PCs, Laptops, Printers, Modems, Switches, Routers, Telephony Systems
Software:	Windows XP-7, Mac OS 10, MS Office Outlook, Open Office, iWorks, Virus Malware, Internet Explorer, Firefox, Chrome, Safari, Opera, VMware, cloud services, Remedy and Track-it ticket systems

Desktop Support Help Desk

Skilled desktop support technician with 7 years of experience providing personal and server support for small to large sized businesses.
Proven to be successful working in low or high volume environments. Diagnosing, troubleshooting and resolving client issues with software, hardware, installations and product roll outs.
Equally successful in both team and self-directed settings and proficient in a range of computer systems, tools and testing methodologies.
Excellent problem-solving skills and patience dealing effectively with both the technical and non-technical end users.
Recognized for troubleshooting skills used to rapidly and effectively resolve various technical issues.
Quick to learn and master current and future technology.

Skill Qualifications

Networking:	LAN, WAN, TCP/IP, VPN, Remote Connectivity
Hardware:	PCs, Laptops, Printers, Modems, Switches, Routers, Telephony Systems
Software:	Windows XP-7, Mac OS 10, MS Office Outlook, Open Office, iWorks, Virus Malware, Internet Explorer, Firefox, Chrome, Safari, Opera, VMware, cloud services, Remedy and Track-it ticket systems

IT Experience

Confidential

Provide Mac, desktop, laptop, Microsoft Office and Outlook technical support services to DoD Uniformed Services University Health Sciences USUHS military officers and faculty staff, at the Bethesda Naval Hospital Facility. Manage and respond to fifty or more trouble tickets own ticket system a day to resolve USUHS user's desktop and Mac computer questions and resolve technical issues Software/Network/Hardware . Deploy and install Dell PC's and Laptops as part of refresh upgrades from Windows XP to Windows 7 OS at USUHS campus-wide 2,000 users .

Confidential

Central contact point for technical troubleshooting within enterprise environment s , including but not limited to system crashes, slow-downs, data recoveries and hardware or software rollouts
Engaged and tracked Priority I-II issues, with responsibility for the timely documentation, resolution and closure of trouble tickets, e-mails, and phone calls unless an escalation is appropriate.
Microsoft Office Outlook, Mac OS, Virus Malware, VMware, cloud services, Track-it ticket systems

Achievements:

Within two years received a promotion from tier I to tier II
Handled numerous technical and time critical calls daily and consistently met high service standards.
Exceptional customer service skills that has successfully trained team-members to higher levels.
Maintained many successful network infrastructures throughout the DC/MD/VA area.

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