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Help Desk Specialist Resume

Washington, DC

SUMMARY:

  • CompTIA A+ and MTA Certified Technician with 9 years of customer service experience.
  • Seeking to obtain an entry - level IT support position.

TECHNICAL SKILLS:

Windows: 10, 8, 7, XP Pro, Enterprise, Vista, Active Directory, Dell Ticketing System, BMC Remedyforce Ticketing System

Microsoft Office: 2013/10/07, Access, Excel, Word, PowerPoint, Publisher, OneNote, MS Project

LAN/WAN:, VPN, Routers, Network Cabling, Firewalls, TCP/IP, DNS, DHCP

Repair: Apple, Asus, Acer, HP & Dell CPUs, Monitors, Laptops

OS: Migration by Server, Disk & Flash, Imaging, Application Installation.

Virus & Malware: Removal, Norton Ghost

Restore Data & System: Recovery, ConfigurationDiagnose, Troubleshoot, Repair Desktops & Laptops

WORK EXPERIENCE:

Confidential, Washington, DC

Help Desk Specialist

Responsibilities:

  • Provide on-site and remote technical support for over 350 OFR employees, visitors, and contractors.
  • Utilize various software programs and websites to diagnose, troubleshoot, and resolve issues for all OFR staff on a daily basis.
  • Create and resolve over 25 ongoing tickets on a weekly basis by utilizing the Dell KACE Ticketing System.
  • Generate and support all end user and external contact accounts in Active Directory, Skype Admin Console and Microsoft Exchange Admin Console.
  • Assist in deploying, managing, and collecting government technology and equipment for all incoming, relocating, and departing OFR employees, visitors, and contractors.
Confidential, Washington, DC

Senior Help Desk Technician

Responsibilities:

  • Participated in a computer replacement project that included over 100 Metro facilities throughout the region.
  • Transferred sensitive professional data between current units and newly acquired units via the network for over 10 clients on a weekly basis.
  • Generated and closed over 15 ongoing tickets on a weekly basis by utilizing the Maximo Ticketing System.
  • Assessed printer security features on network printers throughout 8 floors within site headquarters.
  • Downloaded, installed, and configured applications and programs for WMATA staff and management.
Confidential, Washington, DC

Tier 2 Help Desk Technician

Responsibilities:

  • Settled computer issues for teachers, staff, administrators and liaisons in 5 DC Public Schools.
  • Documented and updated over 10 ongoing tickets on a weekly basis by utilizing the BMC Remedyforce Ticketing System.
  • Connected local and network printers throughout 5 DC Public Schools, configured and troubleshot resolutions to wireless connectivity issues.
  • Performed reimaging, install/download applications and programs to Apple and Dell computers.
Confidential, Washington, DC

PC Technician

Responsibilities:

  • Repaired desktops and laptops including upgrades & installs and migrating from XP to Windows 7 OS by server, disk and flash drives for individual and office computers.
  • Used OSI to troubleshoot and resolve computer issues related to malware, viruses, blue screen and various hardware issues consisting of monitors, disk drives, modems, hard drives and optical drives.
  • Used step-by-step method to explain basic and complex computer issues and how to fix them in simple and easy to understand terms to colleagues and instructors.
  • Set up systems for work sites, established and repaired network connections and cables, set up wired/wireless networks for offices, computer labs and classrooms.
Confidential, Washington, DC

Education Specialist

Responsibilities:

  • Assisted in the improvement of educational standards in the youth center by providing education assistance to over 30 students in DC public schools.
  • Designed and implemented lesson plans for afterschool programs in accordance with the academic needs of students.
  • Prepared physical activities and coached students in basketball with the focus being on developing team building, commitment and individual responsibility skills.
  • Collaborated with administrators and management and provided assistance in hosting public events for the youth in the community.
Confidential, Washington, DC

Tutoring Aide

Responsibilities:

  • Completed more than 1700 full-time hours of volunteer work in team based community service consisting of tutoring, social skills coaching, test preparation and community restoration projects.
  • Tutored and mentored over 10 students in DC public schools in various neighborhoods and social settings.
  • Performed over 10 community service initiatives involving playground, basketball court, and school building restoration projects.
  • Developed and nurtured a positive relationship with the Afterschool Coordinator and City Year in order to uphold productivity in various programs and projects.
Confidential, Washington, DC

Executive Assistant

Responsibilities:

  • Provided verbal and written messages between customers and the Executive Director on issues pertaining to registration, events, and finances.
  • Used Microsoft Office and Lifeline to compile, edit and organize numerous highly detailed reports for all levels of managerial staff.
  • Called and marketed organization membership promotions to past clients, organizations, and various companies to increase membership numbers.
Confidential, Ashland, VA

Front Desk Customer Service Agent

Responsibilities:

  • Updated clients on the daily logistics of the facility regarding operations and membership.
  • Answered phones and provided information to students and faculty.
  • Organized front desk area while engaging with the facility guests, answering questions and maintaining a detailed log of guest files.
Confidential, Washington, DC

Logistics and Maintenance Coordinator (Internship)

Responsibilities:

  • Upheld confidentiality of materials pertaining to the operations of the department.
  • Sorted operational materials that were distributed throughout the organization’s departments.
  • Maintained detailed records and files for managerial staff.

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