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Help Desk Technician Resume

Washington, DC

SUMMARY:

To utilize my technical and operational skills to achieve professional growth while being resourceful, innovative and successful. To obtain a dynamic, challenging opportunity with a growing organization that can use my creativity and knowledge for the ultimate benefit of the company.

SKILLS:

  • Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
  • CompTIA Network+ Certification (2011 - 2014)
  • CompTIA A+ Certification (2013-2016) iOS
  • Linux
  • Windows 7/8/10
  • Cisco AnyConnect Secure Mobility Client
  • IBM Rational Host On-Demand
  • Active Directory
  • System Center Configuration Manager
  • Remedy Ticketing System

WORK EXPERIENCE:

Confidential, Washington, DC

Help Desk Technician

Responsibilities:

  • Responds to inquiries in person, email and via telephone concerning systems and network operations
  • Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and correcting problems.
  • Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem - solving skills and patience in dealing with frustrated users.
  • Close 85% of incident tickets on the first contact without escalating.
  • Create and detail trouble tickets using ticketing system, escalating to appropriate team when necessary.

Confidential, Capitol Heights, MD

Billing and Operations Associate

Responsibilities:

  • Created accurate and timely invoices by reviewing reports, pricing, and reconciliation of job cost data.
  • Compiled purchase orders and verifies pricing accuracy; researches and adjusts invoice discrepancies.
  • Reviewed job cost data before and after billing to ensure all revenue is captured correctly. Investigated job cost margin discrepancies and escalates if unable to resolve.
  • Ensured all products are invoiced within correct pricing guidelines and with all applicable discounts.
  • Handled all install billing, auditing, and reconciliation.
  • Served as liaison to various state agencies to manage all permits, licenses, and compliance issues. Performed all subcontract background checks and set up including license verification and system set up.
  • Managed inventory of all IT equipment including troubleshooting 75 printers on a quarterly basis.

Confidential, Jessup, MD

Desktop Deployment Technician

Responsibilities:

  • Configure and set up new computers and software systems in preparation for new employees
  • Collaborate with other IT Teams to ensure the network access was available for remote associates during difficult times and inclement weather.
  • Verified and establish employee’s computer information including resetting and configuring start up passwords and user IDs.
  • Executed scripts to join desktop computers to help employees navigate through systems simultaneously.

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