Tier II Access Services Service Desk Technician Resume

SUMMARY:

Organized and motivated upcoming graduate seeking employment as a Systems Administrator.
Offering expertise in technical support, software and hardware troubleshooting, maintenance, and installation.
Self - taught skills in building, deploying, and maintaining PC systems, web servers, and file shares. Customer-oriented and have grasp of emerging technologies and software to assist in supporting an office environment.
Able to identify and resolve problems in software installation and functioning as well as restoring deleted data and formatting PC systems
Knowledge of troubleshooting network connection issues including changes in firewall software, wireless networking issues, and malware related issues
Proficient in sourcing, building, and deploying hardware to end-users
Experienced in customer communication from past customer facing jobs as Tier 1 Service Desk Technician, Barista, Media Specialist
Well versed in setting up and troubleshooting issues with various mobile devices including Android phones and Apple iPhones
Familiar with standard troubleshooting steps to identify and remove malware and viruses and able to detect and remove rootkit viruses
Experienced in training end-users on software technologies
Experience with deploying and maintaining mission critical systems such as web and application servers
Currently hold a public trust
Built custom desktop system for user that included high-end video card, upgraded RAM, and custom cooling
Fully repaired and restored three networked systems from malware infection and retrieved damaged valuable data

TECHNICAL SKILLS:

Software: Microsoft Visio, Project, and Access; Adobe Creative Suite

Rational Tools: Apache

MySQL: various open-source utilities and programs

Hardware: Desktop systems; Laptops; Mobile Devices; Printers; Fax Machines; Copiers

Languages: HTML, CSS, PHP, JavaScript, Java, Batch, Bash scripting

Operating Systems: Windows XP, Vista, 7, 8, 8.1, 10; Server 2008RT; Mac OSX; Debian, OpenSUSE, Fedora Linux; iOS; Android

Networking: Simple home or small business LAN and WAN networks; VPN

WORK EXPERIENCE:

Confidential

Tier II Access Services Service Desk Technician

Responsibilities:

Responsible for authoring and implementing standard operating procedures for day-to-day service desk operations
Assisted in monitoring and resolving issues pertaining to VA Access Services gateway
Assisted users in remedying issues in accessing VA services.
Responsible for communicating and coordinating with Tier 3 and O&M to resolve interruptions concerning mission-critical systems

Confidential

Systems Administrator

Responsibilities:

Established hosting services for Encourageous and assisted in upkeep via Amazon Web Services.
Deployed and maintained several MySQL database instances.
Deployed and maintained Windows and Fedora Servers containing business critical assets.
Deployed and maintained web and application servers
Responsible for upkeep and maintenance of assets critical to mission success.

Confidential

Tier I National Service Desk Technician

Responsibilities:

Able to demonstrate knowledge and answer any questions regarding applications used in day-to-day operations
Able to assist end users in an array of issues with Microsoft Office products
Assisted users in remedying issues with Windows operating system
Assisted users in mapping, maintaining, and network drive upkeep
Versed with CA SDM, HEAT, and Remedy ticketing system.
Assisted end users in troubleshooting and solving various issues within vital VA systems.

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