IT Specialist Resume Woodbridge,VA - Hire IT People

SUMMARY:

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.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential,Woodbridge,VA

IT Specialist

Responsibilities:

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

Responsibilities:

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

Responsibilities:

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

Confidential,Washington,DC

Help Desk Engineer

Responsibilities:

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

Confidential,Fairfax,VA

Help Desk Analyst

Responsibilities:

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

Responsibilities:

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