Tier 1 Help Desk Support Resume Rockville, MD - Hire IT People

SUMMARY:

Motivated professional, with over twelve years of customer service experience, seeking a technical customer support role that provides a challenging work environment to further advance technical skills, knowledge, and customer service experience.

TECHNICAL SKILLS:

Install and manage LAN/WAN network connected devices such as printers and desktops.
Configure, troubleshoot, and perform preventative maintenance on basic personal computer hardware and operating systems.
Familiar with RAID data storage virtualization.
Mapping of network drives.
Proficient in logging and responding to customer service requests and inquiries using BMC Service Express.
Adept with using IBM Lotus Notes for various functions such as chat, scheduling, and email organization.
Extensive experience with using Touch point and Encore Banking Teller Systems for bank transactions.
Configuration and maintenance of internet browsers such as Firefox, Internet Explorer, and Google Chrome.
Scanning, diagnosis and clean - up of computer virus/malware/adware/spyware problems.
Proficient in Microsoft Word, Excel, PowerPoint, Access, and Outlook.

PROFESSIONAL EXPERIENCE

Confidential, Rockville, MD

Tier 1 Help Desk Support

Responsibilities:

Provide technical support over the phone and via MyNAEP’s chat system to Field Staff and School Staff members.
Pace the end-user over a series of steps to determine the issue in order to classify level, priority, and nature of issue.
Configure and troubleshoot tablets and mobile Wi-Fi hotspot devices.
Help end-users with MyNAEP site registrations, password resets, and file uploading instructions.
Assist end-users in mapping student data from Excel worksheets to standard parameters required by NAEP.
Log all incident reports in the BMC Service Desk Express system and assign incidents to Tier 2 as necessary.

Confidential, Gaithersburg, MD

Computer and Networking Support Intern

Responsibilities:

Maintained and troubleshot peripheral computer components.
Supported laptops and portable computing devices with network and Bluetooth capabilities.
Supported printers and scanners via network or USB connections and network sharing.
Identified personal computer security vulnerabilities and applying patches and updates to mitigate risks.
Configured and supported RAID 0, 1, 5 & 10 arrays for data security/redundancy.
Created network shares using mapped drives and support business data sharing.

Confidential

Assistant Manager & Technical Support

Responsibilities:

Managed daily operations such as cash vault transactions, employee supervision, and opening/closing procedures.
Installed and provided preventative maintenance on management office computers and printers.
Configured and troubleshot receipt printers, cash registers, and tablets.
Received and managed special catering requests.
Audited closing cash balances, card transactions, and cash vault.
Handled escalated customer complaints.