Helpdesk Lead Resume Chantilly, VA - Hire IT People

SUMMARY:

Evident and knowledgeable with professional and personal experience in IT support, technology, and networking.
Adept in leading an organized team to troubleshoot and develop consistent workflow.
Proficient in handling network hardware/software deployment, maintenance, and monitoring.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Chantilly, VA

Helpdesk Lead

Responsibilities:

Assist in configuring routers, WAPs, Cisco switches, and ethernet cable management (crimping, testing, running).
Configure Cisco switches with duplex and high speed Ethernet to provide SCCM access point for computer imaging.
Manage Helpdesk email servers using Solarwinds, VMs with Windows Server 2012, and VSphere to maintain ticket workflow.
Resolve discrepancies in DHCP server with DNS management in AD for hardware assets.
Provide working knowledge of networking principles, OSI & TCP/IP models, and server configuration to Technicians for complex resolutions before escalation.
Create reference guides and training for new - hire Technicians providing immediate knowledge of basic systems and troubleshooting.
Monitor Helpdesk system with various reports to maintain steady workflow of Helpdesk Team.

Confidential, Chantilly, VA

Helpdesk Technician

Responsibilities:

Troubleshoot software and hardware issues through Solarwinds ticketing system for internal and external users. Total supported users average at 4000 or more.
Assist infrastructure team in preparation of deploying user features for various Microsoft and PDRI software through SCCM, Group Policy or MS 365.
Develop working knowledge of AD and Solarwinds Orion to monitor and maintain 100+ network assets.
Manage administrator tasks for PDRI Sharepoint to streamline project documents management.
Research and catalog information on issues to create and document resolutions to provide rapid assistance.
Communicate with Tier 2 team to escalate complex tickets and research possible solutions.

Confidential, Fairfax, VA

Sales Associate & Technician

Responsibilities:

Communicated updates or changes to work procedures with associates maintaining a productive and enjoyable work environment.
Inspected order records for inconsistencies insuring customers receive correct product.
Organized and review purchase invoices to maintain proper record keeping.
Assisted Senior Technician with troubleshooting and hardware replacements for efficient work flow.
Contacted customers with submitted computers for repair and troubleshooting statuses providing immediate notifications.
Advised customers on warranty qualifications to insure the most optimal procedure of repair.
Assisted customers who require in-store troubleshooting, producing rapid and convenient technical support.