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It Specialist Resume

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Woodbridge, Va


  • Part of the DSS and PASS team since the original contract award.
  • Over fifteen years of technical expertise in in Help Desk Services support and installation.
  • Extensive experience in hardware and software support.
  • Highly experienced in the implementation and functionality Telephonic support system
  • Experienced with ServiceNow, Remedy, and Phaseware
  • Experienced in Web based Help Desk Services (Client/Server).
  • Expertise in error analysis and correction.
  • Excellent ability to diagnose and understand computer system.
  • Strong interpersonal and communication skills.
  • Experience mentoring Technical Specialist, and being a reference point.


  • Remedy
  • Ticketing
  • UTT Ticketing Systems
  • Phaseware Ticketing
  • Right Now Web ticketing
  • FootPrints Ticketing
  • ServiceNow and Phaseware Ticketing
  • Maximo
  • SharePoint
  • Tivoli
  • RSA
  • Token (hard and soft)
  • Juniper
  • Remote access
  • Webmail Fiber link
  • VM login/Citrix
  • Sametime
  • Password sync
  • MS Visio
  • Windows 7
  • 8 & 10
  • Windows Server 2003/2008
  • SMS Remote Tool
  • RDP
  • Juniper VPN
  • Getsys
  • Go to Assist
  • Microsoft Office 2013
  • Lotus Notes
  • Sametime IM
  • Blackberry
  • WebEx
  • Ghost
  • Endpoint Encryption
  • Remote assist
  • Go to assist passkey
  • MAC operating systems
  • Team Viewer



IT Specialist

  • Assist with electronic and physical inventory.
  • Assist with property agreements for desktops, laptops, cellphones, and other peripherals using Microsoft
  • Office and Echo Sign / Adobe Sign.
  • Documents printer meter readings.
  • Assist with provisioning of computer equipment for new hires.
  • Shipping and receiving of computer and peripheral equipment.
  • Assist with computer helpdesk troubleshooting of user issues in a Microsoft Office environment using an electronic ticketing system.
  • Knowledge of Microsoft Active Directory to assists with user set - up and troubleshooting of Dell computer hardware and Microsoft software issues.
  • Complete service requests in a timely manner.
  • Works collaboratively with Service Desk team.
  • Efficiently schedule warranty work after troubleshooting with vendor.
  • Provide excellent customer service.
  • Assist with publishing of desk guides, how-to guides, and service bulletins for system users using Microsoft Office.
  • Assist with preventative maintenance to improve performance and enhance maintenance of information systems.

Confidential,Fairfax, VA

Help Desk Agent

  • Provide Tier 1 and Tier 2 phone support for Postal end users.
  • Create, track and escalate tickets with ServiceNow ticketing system.
  • Utilizes strong computer skills
  • Takes the initial call requiring root cause analysis and/or resolves customer problems by routing to appropriate problem specialist.
  • Receives incoming calls from customers and creates incident records or updates existing records.
  • Answers incoming calls within service level criteria.
  • Take ownership of problem resolutions through personal skills or by timely escalation.
  • Utilize Problem Tracking System to track problems and generate metric reporting.
  • Validate customer information and analyze and resolves customer's problems at first contact within the Service Level criteria.
  • Manage complex and multi-vendor environment problems.
  • Create How To Documents for Knowledgebase
  • Train new hires
  • Add and remove systems from the database configuring systems for first time use
  • Map Network Printers
  • Perform core configuration tasks
  • Work with User Interface (UI) policies, data policies, UI actions, business rules and client scripts
  • Add users, groups and roles
  • Manage data with tables, the configuration management database (CMDB), import sets and update sets
  • Work with two key process applications: Knowledge Base and ServiceNow Service Catalog
  • Create workflow activities and approvals
  • Configure alerts and notifications
  • Control system access and data security
  • Run reports, configure service level agreements (SLAs) and perform instance branding and customization

Confidential, Washington, DC

Service Desk Analyst

  • Provide excellent client service while troubleshooting client issues via phone, remote tools and e-mail on Windows OS networked enterprise desktop environment
  • Document all call incidents and problems in call tracking software
  • Escalate, coordinate, and collaborate support issues with multiple teams as necessary
  • Assume ownership of tasks assigned
  • Provide follow-up status to clients according to support policies and procedures
  • Take live call referrals from any team member and provide technical support, Successfully handle calls from difficult clients
  • Contribute technical solutions to organizational knowledge base
  • Perform analysis of Incidents to trigger Problem and report accordingly
  • Provide mentoring/coaching of peer analysts as directed by Leads/Management


Help Desk Engineer

  • Answer and log all incoming problems and requests via email, telephone and walk in.
  • Image and install PCs and Laptops.
  • Troubleshoot hardware and software,
  • Setup and configure Local and Network printers
  • Install and configure Lotus Notes accounts, Create Sharepoint Sites for User groups
  • Process and create new user accounts,
  • Troubleshoot user accounts, Troubleshoot COTS applications, Log/Track Trouble Tickets, Escalate Trouble Tickets
  • Printer Maintenance, Create How To Documents


Help Desk Analyst

  • Answer and log all incoming problems and requests. Detail actions taken to resolve problems in Phaseware
  • Update all open and otherwise unresolved calls
  • Analyze incidents using previous experience and knowledge to resolve them without escalation wherever possible
  • Escalate unresolved issues by assigning to the appropriate workgroups and passing along all pertinent information in the work logs
  • Installation and configuration of peri0pherals such as printers and scanners
  • Setup and secured home networks
  • Escalate issues to higher tiers on unresolved issues at first level support

Confidential,Fort Belvoir, VA

Help Desk Technician

  • Implement and maintain the Web-based call center management solution, the automatic call distribution system, and the frequently asked questions database (Night Shift)
  • Provide first level support for the AKO/DKO website and resolution via telephone and email for end users
  • Open, track, and close tickets in Right now Web ticketing system
  • Escalate issues to higher tiers on unresolved issues at first level support
  • Provide weekly and monthly performance metrics for improved analysis and decision-making

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