IT Service Desk Resume Fairfax, VA - Hire IT People

SUMMARY:

A certified Microsoft Technology Specialist with 7+ years of customer service experience. Extensive Confidential Group knowledge and experience at the tier 2 helpdesk.

TECHNICAL SKILLS:

Hardware: Hubs, Switches, Routers, Firewalls, RAID and Servers

Operating Systems: Microsoft Windows 7, Microsoft Windows Vista, Microsoft Windows Server 2003, Microsoft ISA Server 2004

Networking / Support Skills: Windows Vista client installation, configuration and maintenance; Windows Server 2003 installation, configuration, monitoring, change management, fault tolerance, disaster recovery and remote management; Active Directory; Group Policy; DNS; DHCP; VPN, routing, RRAS and remote access protocols; network design, configuration and troubleshooting; TCP/IP sub - netting and troubleshooting; firewall and proxy server configuration; emphasis on adherence to Microsoft standards and maintaining network documentation. Microsoft Office, CISCO IP communicator, CISCO VoIP 7900 series desktop phone systems, CISCO Jabber, and Meridian Fax, Lotus notes

PROFESSIONAL EXPERIENCE:

Confidential, Fairfax, VA

IT Service Desk

Responsibilities:

Created and maintained accounts in active directory across 28 locations along the east coast
Provided remote assistance with Dameware to Dr’s and nurses on a daily basis troubleshooting various It issues
Performed a majority of work in Service now and supported Vision, Point of care, Matrixcare, Soneto, Access on demand
Partnered with Tier 2, 3, business systems, infrastructure and telacomm to resolve complex problems that required escalation. Provided detailed descriptions and followed up diligently to ensure swift resolution

Server

Confidential, McLean, VA

Responsibilities:

Performed long hours in a high volume high stress environment weekends and holidays
Processed detailed/sensitive information between guests and Chef’s covering allergies and special requests
Created detailed records for guests balances and processing multiple credit and cash payments in a timely manner
Team environment that would include a range of responsibilities from cleaning to calming down unhappy/intoxicated guests

Multifamily Service Desk

Confidential, McLean, VA

Responsibilities:

Created over 2900 tickets with remedy and Sharepoint
Diagnose, Troubleshoot and resolve a range of multifamily applications such as Document management system, Insurance Compliance tool, Property reporting system, Multisuite Online Database registration
Partnered with Tier 3 and Business operations support teams to resolve complex problems that required escalation. Provided detailed descriptions and followed up diligently to ensure swift resolution

Telecommunications Service Desk

Confidential, Washington, DC

Responsibilities:

Provided strict monitoring of all telecommunication remedy requests allowing no ticket to go unassigned for more than 30 minutes.
Administered technical support of Cisco phones and phone services.
Performed installation and troubleshooting of Cisco phones and polycoms.

Roaming Service Technician

Confidential, Washington, DC

Responsibilities:

Coordinated the deployment of over 15 thousand workstations across a large international organization.
Instructed staff on how to correctly migrate their information and where to store information on the network.
Educated users on new aspects of Windows 7 OS and lotus notes.
Provided aide to any staff having technical problems.

Directory Publication Specialist

Confidential, Washington, DC

Responsibilities:

Maintained consolidated and analyzed all personal staff information across a large international organization.
Oversaw security access for all contracted staff ensuring security compliance.
Processed and analyzed an average of 100 remedy requests daily.
Documented problems and alerted programmers of any system errors.
Monitored the intranet network closely for discrepancies in information.

Account Executive

Confidential, Annandale, VA

Responsibilities:

Developed and managed a million dollar pipeline of borrowers.
Maintained relationships with new brokers and partners.
Trained and developed Junior Loan Officers.

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It Service Desk Resume

Fairfax, VA

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