Senior Help Desk Coordinator Resume Reston, VA - Hire IT People

SUMMARY:

Experienced information technology professional with solid background in virtual machines, leadership, system administration, and network support. Utilize advanced problem solving skills, diagnosing, troubleshooting, and repairing laptops and desktops, and resolving customer facing issues. Excel at taking initiative, owning new projects, and learning new systems. Demonstrate strong communication skills to easily communicate difficult concepts to end users. Possess Department of Justice clearance.

TECHNICAL SKILLS:

Virtual Machines (VSphere, Citrix Director / Studio
Routers / switches repair and setup (Cisco catalyst, 2800 Series)
Image Building / Scripting / Deployment (Dell Kace K2000)
Database (Oracle, SQL, My SQL, JDBC, PL / SQL, running queries / building databases)
Remote access software (Bomgar)
Internet protocol (DHCP, DNS, HTTP)
SharePoint (2010)
Printer repair (Ricoh, Lexmark, HP, Genicom)
Mainframe support (Unisys, IBM)
Servers (HP ProLiant, Dell Blade / PowerEdge)
Phone support (Blackberry, iPhone)
Windows AD / Exchange / Registry / PowerShell
Data backup / migration / recovery
Windows Server (2003, 2008)

PROFESSIONAL EXPERIENCE:

Confidential , Reston, VA

Senior Help Desk Coordinator

Responsibilities:

Team lead position providing work distribution, project management, team building and conducting weekly meetings. Ownership of projects to completion and taking initiative to update policy and enhance helpdesk efficiency.
Professional documentation / template / instructional video guide creation for company intranet site.
Dell Kace 2K image building / administration, driver feed and script creation (pre / post installation tasks). All images created in VMware virtual environments.
Conference room preventative maintenance and software support including: Symantec desktop encryption, Office 365, Box, Webex and BMC Track - It
Planning and coordinating for conferences / retreats and other GMAC events.

Confidential , Bethesda, MD

Field Support Analyst II

Responsibilities:

Conducted ticket-based support for software, including Dell Cloud Client Manager, VPN Cisco AnyConnect, BitLocker encryption, Symantec Management Console (SMC), Windows Registry, and Active Directory (creations / deletions / OU management / GPO), improving software with upgrades and firmware updates.
Networking: Troubleshot routers / switches / servers / patch panels, networked printers, DHCP scopes and reservations, administered Windows server support and Security Scans (nCircle), staying within government security standards, achieving zero findings, and receiving monetary reward for company.
Assigned to Virtual Machine (VM) team in August 2015 and performed template builds / deployments, troubleshooting / deletions / migrations (VSphere, Director, and Studio), migrating all offices to VMs.
Ran Wyse thin client management firmware patching and maintenance, fixing known bugs and issues.
Appointed Bit9 security administrator, learning how to create policies and build templates.

Confidential , Washington, DC

Field Technician / Team Lead

Responsibilities:

Provided support of laptops and desktops for Confidential staff, including hardware repair, software reloads, troubleshooting / software package installations, network setup / configuration.
Diagnosed and repaired Confidential and Diebold ATMs of every model in use, including all peripherals.
Conducted network repair and scheduled maintenance on Cisco routers / switches and HP ProLiant / Dell Blade servers, including support of multiple point of sale (POS) and self-checkout systems in retail stores.

Confidential , Salem, VA

Technical Support Analyst

Responsibilities:

Provided onsite field support for Confidential, including hardware and software support for laptops / workstations of various Dell, HP, and Lenovo models. Software support consisted of: Mainframe (Unisys) support, Office 2010, Safeboot, Sophos, MatLab.
Performed anti-virus firewall configuration and data backup / migration, keeping over 300 users running.
Completed around 10-12 helpdesk tickets per day by learning Service-Now administration.

Confidential , Christiansburg, VA

Computer Software / Hardware Specialist

Responsibilities:

Provided staff of 12 with hardware/software tech support, established / troubleshot email accounts, software updates / modifications / installations, data backups, operating system rebuilds, and Lexisnexis database setup.