Desktop Support Analyst/Lead Messaging Technician Resume Accokeek , MD - Hire IT People

SUMMARY:

Highly skilled Desktop Support Specialist with an extensive background in desktop support, customer service and analytical thinking.
Ability to multitask while maintaining the quality of results.
Experience installing, diagnosing, troubleshooting and resolving client issues with hardware maintenance, application support, installations and upgrades.
An articulate, flexible and personable communicator.
Thrives in fast - paced environments and enjoys working independently and with a team to achieve customer satisfaction.

TECHNICAL SKILLS:

Patch/Security Management - Active Directory/Active Roles - Account Management - MS Office (all supported versions) - Windows Servers - Exchange server - MS Windows - Imaging/Reimaging - File Management - Fiberlink Extend360/Cisco VPN/Junos Pulse (remote access) – Cisco AnyConnect – Vendor Management – Adobe Creative Cloud – Remedy Ticketing System – Kentico Content Management System – Project Management – Lotus Notes /Lotus Notes Traveler (mobile devices) – Macs – RSA SecurID Management – Access Provisioning – Technical Training – Printer Support – PeopleSoft Human Resources Management System – Procurement Automated Support System (PASS) – Hardware configuration – Technical Troubleshooting – Problem Diagnosis – Mobile Support – Software Installations – SCCM – License Management

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Analyst/Lead Messaging Technician

Responsibilities:

Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
Participate in hardware and software reviews and recommend purchases.
Manage software licensing such as O365 for over 70% of DC Government agencies.
Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
Maintain file servers stored on Windows server 2003, 2010 and 2012 for multiple DC Government agencies.
Create and manage domain and email accounts on exchange servers 2007 and 2013.
Responsible for managing a team of 3 technicians by delegating tasks and ensuring the completions of the delegated task.
Troubleshoot individual and agency-wide exchange errors for the DC Government.
Provide application support for various agencies within the DC Government.

Confidential

Tier 2 Service Desk Analyst/Knowledge Management Engineer

Responsibilities:

Provided over-the-phone and in-person advance support for World Bank staff on issues that were escalated from the Tier 1 helpdesk.
As the lead technician for Remote Access, responsible for resolving all complicated VPN issues that could not be completed at the Tier 1 level.
Added and updated knowledgebase articles through the Right Answers knowledge management system.
Utilized Remedy ticketing system to create, track and update incidents assigning to my group.
Configured and managed SecurID hard/soft tokens for World Bank staff members.
Assisted with the email conversion from Lotus Notes to Microsoft Outlook.
Installed and configured both network and local printers onto Windows and Mac machines.
Troubleshoot individual network related issues using basic commands such as Ping, Tracert and physical troubleshooting.

Confidential

Help Desk Analyst

Responsibilities:

Provide d remote administrated desktop and software support using Remote Desktop on DoD workstations.
Assisted with logon support of various DoD and other secure government sites.
Trained customers on utilizing and navigating through DoD web-base d applications.
Provide d support of C ommon A ccess C ards (CAC) in a PKI environment.
Verified security and reset of passwords for DoD network infrastructure.

Confidential, Accokeek, MD

Tier 1 Technical Analyst

Responsibilities:

Supported and Managed Kenitco CMS Websites for non-profit organizations.
Provided technical support for Microsoft Office Suite 2007/2010 and Adobe Acrobat Professional.
Manage user accounts using Active Directory, including creating users, resetting passwords, using Windows Servers.
Assisted in new client network setups including software installation.
Installed, configured, and troubleshoot desktop software installations.

We provide IT Staff Augmentation Services!

Desktop Support Analyst/lead Messaging Technician Resume

Accokeek, MD

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship