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Help Desk Technician 2 Resume

Fairfax, VA

SUMMARY:

  • Logistics and technical professional in the Air Force Reserve, possessing a diverse range of experience that spans from acquisitions, logistics, SharePoint, Content Management, program support, and IWIMS (for logistics support); as well as experience with PPBE and program management of over 200 personnel across over 50 USAF bases.
  • Seeking a challenging position where I have the opportunity to maximize my professional experience (management, logistics and information technology), positive interaction skills, and leadership abilities.

TECHNICAL SKILLS:

  • Microsoft Office Suite (Access
  • Excel
  • PowerPoint
  • Studio
  • Word
  • Project Outlook) Windows 7
  • Windows 10
  • Mac OSX
  • Windows Server R2 2012
  • SharePoint
  • Tableau
  • ERP
  • CEMAS
  • UTAPS
  • DTS
  • AMS
  • IWIMS
  • Remedy
  • Installed and configured workstations for IP/IPX based LAN Installed and configured DHCP Client/Server Installing and configuring the peripherals components and drivers
  • Installing software and application to user standardss

PROFESSIONAL EXPERIENCE:

Confidential, Fairfax, VA

Help Desk Technician 2

Responsibilities:

  • Provided support and training on various types of hardware and software applications for the unclassified and classified systems.
  • Installed, configured, and maintained all types of desktop computers, printers, scanners, and other peripherals.
  • Worked with the Desktop Engineering Team with testing and configuration of new products for refresh and deployment.
  • Refreshed hardware as needed to provide up to date technologies for users while simultaneously providing normal day to day helpdesk support.
  • Assisted (as needed) the Executive and Mobile Support Teams to provide support and training on various types of hardware and software applications for the unclassified and classified systems.
  • Create and manage work flow tickets using the Remedy ticketing system.
  • Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
  • Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions.
  • Established service by walking callers through new installations and configurations.
  • Improved caller capabilities by providing additional documentation;
  • Participate in device collection, configuration, and upgrade of client endpoint devices
  • Perform successful upgrade of multiple laptops / desktops on a daily basis
  • Ensure checklist items are completed and that the end devices are issue - free
  • Receipt, configuration, and delivery of new equipment, where applicable
  • Perform move/add/changes in local office
  • Perform asset disposal process and liaise with customers, team members and vendors
  • Coordinate and communicate changes with the customer and team members
  • Perform basic network configurations in support of Windows 7/10 migration efforts
  • Provide support for escalations from Help Desk and desk side support technicians
  • Travel in support of Windows 7/10 migration projects

Confidential, Petersburg, VA

Computer Specialist

Responsibilities:

  • Provide information technology assistance to PC users at the unit, including users with special requirement items
  • Install and test PCS and their associated peripheral devices
  • Troubleshoot reported problems and resolve issue or refer to IT specialists
  • Provide support for standard agency software programs
  • Install and test package software and other agency approved software
  • Provide instruction in the use of existing hardware or upon installation
  • Provide instruction and training to PC users in the use of software or basic personal computer concepts
  • Provide assistance in preparing hardware for excess property
  • Assist users in making connections to mainframe computers at remote sites in order to use department/agency centralized programs
  • Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software
  • Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities
  • Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support
  • Provide general desktop support, project coordination, imaging/reimaging PCs, and laptops
  • Provide one-on-one assistance to the end user regarding the technical flaw, either by phone, email, or in person
  • Resolving network related issues like local area connection problems, network access, email, internet, dial in, and similar issues that may arise
  • Monitor and analyze the performance of an upgraded system, keeping track of its performance, reliability, risks, and benefits
  • Maintain team SharePoint site and upload necessary documents for all to easily find and access
  • Manage user accounts for all systems via Microsoft Active Directory, Quest Active Role Server, and Sun Java System Identity Manager.
  • Manage workstation with LANDesk Management Suite and Citrix Management Console for thin clients.
  • Hold message for customer when the system is down and ensure prompt delivery when the system is back online.
  • Answer customer inquiries about their messages and keep track of undeliverable messages making sure that messages are addressed and delivered to the proper recipients.
  • Worked with the Desktop Engineering Team with testing and configuration of new products for refresh and deployment.
  • Refreshed hardware as needed to provide up to date technologies for users while simultaneously providing normal day to day helpdesk support.
  • Assisted (as needed) the Executive and Mobile Support Teams to provide support and training on various types of hardware and software applications for the unclassified and classified systems.
  • Create and manage work flow tickets using the Remedy ticketing system.

Confidential, Fort Lee, VA

Computer Technician

Responsibilities:

  • Assisted in designing and responsible for implementing an Educational Technology Program for youth 6-18 years of age
  • Planned, coordinated and conducted activities for program participants based on observed needs of individual children/youth and in cooperation with other CYS staff
  • Prepared and implemented program options for children and youth with special requirements
  • Demonstrated proper work methods and provided work-related guidance to subordinates when required
  • Ensured computer, peripherals, and software are maintained in good condition and working order
  • Troubleshoot CYs hardware, printers, scanners, servers and software and informed CYS Functional Technology Specialist of any major repairs requiring professional expertise
  • Provides technical assistance regarding YTL internet access and filtering.
  • Serves as the Directorate CYS point of contact for Video Surveillance Systems (VSS). Maintains up-to-date status on all VSS systems in the Directorate. Coordinates fielding, upgrades and maintenance as necessary. Provides technical assistance and training as necessary. Ensure Garrison staff understands proper maintenance and operation of VSS equipment.
  • Monitors and reports Garrison progress to Army and 4-H/Army Youth Development Project staff. Links Garrison staff to the resources of partner organizations such as 4-H/Cooperative Extension, Children, Youth and Families Research and Education Network (CYFERnet) and B & GCA Clubs.
  • Serves as the technology contact for Youth Leadership Forum (YLF) to include ensuring technology is integrated into the entire YLF program as well as developing a technology track and completing a digital after action report. Serves as the Directorate CYS point of contact for CYS Websites. Maintains an up-to-date status of all CYS Websites. Provides technical assistance and training around established standards.

Confidential, Richmond, VA

Pathways Internship Student Trainee

Responsibilities:

  • Served as a student trainee in support of field engineers
  • Collected data and prepared sketches or other design criteria to define work function for engineering personnel were developing required plans and specifications
  • Maintained and repaird facilities including but not limited to: comfort/shower stations, fee booths, information boards, signs, campsites, parking lots, picnic shelters, boat launch ramps, benches, beach facilities, and administrative buildings
  • Investigated, analyzed and recommended course and method of action complete with plans, specification, bills of material and cost estimates
  • Performed field engineering work to develop site plans
  • Maintained contract plans and specifications to assure late revisions due to change orders and amendments are updated

Confidential, Andrews AFB, MD

Operations Management, Civil Engineer

Responsibilities:

  • Drove $3K in acquisition conversions, validated $345K technical supplies acquisitions, monitored $25K of self-help store stock.
  • Assist in the PPBE process for the current fiscal year, the out years, and compare and analyze historical financial data.
  • Maintain records and reports of historical data, prepare and acquisition and technical reports to brief to senior leadership, and develop standards of processes.
  • Develop strategies for deploying and implementing new acquisition policies and procedures. Conduct Measures of Effectiveness and provide reports based on the findings to leadership.
  • Lead sub units of 200+ airmen in operations, logistics, and monitored man-hours across 50+ facilities for a total of over 30,000 man hours.
  • Acted as the teams Logistics SME by briefing MSDS procedures and proper HAZMAT techniques and ensuring emergency item availability; Streamlined 4,000+ service calls and 500+ work orders on a weekly basis while cutting RVW time by approximately 50%;
  • Supervise and record approximately 12 cost centers weekly schedules into IWIMS (Interim Work Information Management System); Oversees and approves work clearance requests, work requests, facility managers and warranty programs.
  • Research and analyze systems and programs to proactively identify issues and recommend solutions including tradeoffs in terms of required capabilities, costs, and schedules.
  • Ability to shift priorities to meet new critical deadlines as they arise from OSD, Congress, or FOIA requests to provide to senior leadership.

Confidential

System Information Technology Intern

Responsibilities:

  • Responsible for supporting PC based computers including but not limited to: network/local printers and Windows Vista, XP, 2000 & NT based systems
  • Provided intermediate level installation and support for LAN/WLAN infrastructure and related equipment
  • Provided basic support of Windows 2003 Server(s)
  • Provided general consultation/guidance for use of information systems equipment and technologies (MS Office 2003/2007) to educators and other faculty

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