Sr. Helpdesk Tech, Tier 1, Level II Resume Washington, D.C. - Hire IT People

SUMMARY:

Over 5 years of experience as Desktop Support and Workstation Technician.
Expert in technical assistance and support related to Workstation computer systems, hardware or software.
Extensive experience in scheduling, installing, configuring, troubleshooting and deployment of workstations.
Well - versed in providing assistance to clients in various aspects as well as troubleshooting arising problems.
Experienced in networking (LAN/WAN), Windows 7/8.1/10 OS and SharePoint.
Proficient in MS Office Suite (Word, Outlook, Excel and PowerPoint) .
Certified in CompTIA A+, ITILv.3 and Helpdesk Support Training.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Washington, D.C.

Sr. Helpdesk Tech, Tier 1, Level II

Responsibilities:

Tier 1, Level 2 Support. Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging and remote assistance
Provide base level IT support to 8000 end users
Install software, modify and repair hardware and resolve technical issues remotely
Ensure that Maximo tickets are resolved and/or escalated to customer’s satisfaction
Active Directory - password resets, account creation
Oracle PeopleSoft application resolution
Knowledge base article contributions
Bomgar remote/chat interface
Provide initial troubleshooting of workstation problems for desktop, laptop and printers (local/network).
Provide level 1 technical support for Windows 7, Microsoft Office, Network connection

Confidential, Alexandria, VA

Workstation/Printer Technician

Responsibilities:

Quality control of workstation computer installations based on daily deployment schedules.
Track user installations for 1 day to ensure quality of product delivery.
Verify with customer correct user configurations and setup.
Train users or assist with questions on using new machines or equipment.
Troubleshoot installation related issues and follow-up to resolution.

Confidential, Washington, DC

Tier 1 Help Desk Analyst / Desktop Support

Responsibilities:

Tier 1 Support and Install software, modify and repair hardware and resolve technical issues
Provide base level IT support to 300 end users
Display courtesy and strong interpersonal skills with all customer interactions
Develop quick reference guides to assist end-users with challenging software application features
Manage Windows 8 and Windows 7 workstations
Ensure that BMC Remedy tickets are resolved or escalated
Active Directory - Account creation, Password resets, Group policies
Develop client SharePoint Foundation 2010 sites and provide support as needed
Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
PC refresh and migration XP to Windows 7 and 8
Provide initial troubleshooting of problems including root cause analysis for workstation desktop, laptop and printers (local/network)

Confidential

Helpdesk / Desktop Support

Responsibilities:

Completed HMIS data entry for the Community Partnership’s homeless prevention programs.
Provided administrative support in the preparation of HMIS reports.
Worked with the Partnership’s Policy Analyst and System Administrator to ensure a high level of data quality from participating programs.
Provided help desk support to HMIS users.
Provide initial troubleshooting of workstation problems for desktop, laptop and printers (local/network).
Provided follow up support to contracted agencies through the quarterly report process.
Provided support to the Policy Analyst and TCP Management on special projects (i.e., point-in-time, SuperNOFA (Notice of Funding Availability), special report requests, etc.)
Maintained DHS (DC Department of Human Services) portfolio contract reconciliation and correspondence.
Maintained training calendar for DC’s Continuum-of-Care. Coordinate RSVP mailbox, facilities, catering and act as point of contact for meetings and training.