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Senior Help Desk Analyst, Hdi Certified Help Desk Analyst, Comptia A+ Certified Tech Resume

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Takoma Park, MarylanD

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CORE COMPENTENCIES:

  • Testing & Troubleshooting Disaster Recovery Planning
  • Problem Identification/Analysis User Training & Support Tools
  • Network Connectivity Issues System Integration/Migration
  • Client Needs Fulfillment Systems & Network Upgrades
  • Business Process Optimization Application Administration

PROFESSIONAL EXPERIENCE:

Senior Help Desk Analyst, HDI Certified Help Desk Analyst, CompTIA A+ Certified Tech

Confidential, Takoma Park, Maryland

Responsibilities:

  • Supporting Montgomery College Students, Staff and Faculty (Rockville, Germantown, Takoma Park Campuses and off - site locations)
  • Web site/web connectivity support
  • OSX Support and Windows Support (XP, Vista, 7, 10)
  • Active Directory Support
  • Desktop and Laptop Support (OSX and Windows)
  • IT Trainer
  • Password resets for various college systems
  • Class Registration Support
  • VPN Support (Using F5 VPN)
  • Remote Desktop Support (Using Symantec PC QucikConnect, TeamvViewer)
  • MS Office/Office 365 support
  • Strong Skills with Google Drive, DropBox and other cloud based services
  • Mobile MS Exchange Support
  • Resolving issues via telephone and e-mail in a call center median
  • Resolving average of 40-60 help-desk calls/day (highest among colleagues)
  • Resolving average of 20-40 help-desk emails/day (highest among colleagues)
  • Creating work orders using MC Service Desk ticketing systems

Technical Support Representative

Confidential, Hunt Valley, Maryland

Responsibilities:

  • Administered technical support for the following software: Scholastic Education, Lucas Arts, Bethesda, Centra, and Filemaker

Computer Tech\Graphics Engineer

Confidential, Rockville, Maryland

Responsibilities:

  • Maintained system of 8 CPU in network
  • Upgraded and troubleshooting for all necessary CPUs
  • Created/interpreted engineering drawings using CAD programs
  • Set-up connections for PC\MAC linking with wide format printers
  • Trained staff in computer-system setup and operations
  • Diagnosed and repaired all computer hardware and software issues
  • Created and maintained a wireless network throughout the entire office

Computer Technician (Volunteer)

Confidential, Silver Spring, Maryland

Responsibilities:

  • Assisted in training staff and community members in basic computer skills
  • Diagnosed and repaired all computer hardware and software issues

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