Senior Desktop Support Technician Resume

TECHNICAL SKILLS:

COMPTIA Network+ Certified; Microsoft Certified Systems Engineer and Systems Administrator (MCSE, MCSA); Certified Checkpoint System Administrator (CCSA); Extensive IT client support related to software, hardware and LAN/WAN networks; Moderate experience working with multiple Linux distributions and Macintosh OS; Extensive experience with MicrosoftWindows 7, Windows 2000, Windows Vista, Windows XP and legacy platforms; Experience with VMware Workstation; Worked on Track It, Remedy and Vantive technical support systems. Moderate experience with Adobe Creative Suite and CuteFTP.

PROFESSIONAL EXPERIENCE:

Confidential

Senior Desktop Support Technician

Responsibilities:

Provide desktop and remote technical support for Confidential professors and students.
Provide students with Wi - Fi connectivity support.
Provide technical support for Confidential and Confidential series high volume printers.
Collaborate with team members for possible solutions to support issues.
Monitor printer usage remotely to ensure compliance with Computer Lab policy.

Confidential

Mobile PC and Network Support Technician

Responsibilities:

Provided on-site technical support for clients, resolved issues with personal computer and home office networks.
Installed and replaced defective hardware, software and trained clients on configuration and proper use.
Set up wireless networks for clients and ensured their security settings were properly set.Informed clients on the importance of Antivirus and Firewall security measures.
Assistedclients with E-Learning systems/websites.

Confidential, Alexandria, VA

Senior LAN Technician

Responsibilities:

Responsible for troubleshooting network, desktop and peripheral equipment issues for the Confidential .
Configured, diagnosed and solved software and hardware issues.
Provided face-to-face technical support as well as telephone and remote support for 2000+ users (including on-site and off-site users, as well as those in other US regions).
Managed technical supportissues and as the Senior LAN technician resolved escalated issues forwarded by team members.
Communicated beneficial cost and time saving solutions to upper management.
Trained end users on the use of laptops using various telecommunications methods.
Assisted agency staff in COOP laptop configuration and deployment for Homeland Security as well as several Confidential initiatives.
Built agency-approved Windows XP-based images utilizing Group Policy to conform to FNS security policy.
Used Ghost Server and Ghost client to apply these images to workstations over the network. Acted as back-up network administrator when necessary.
Installed, configured and supportednotebooks/laptops as well as Palm Pilot, Treo and Blackberry Confidential s.
Ensured that all technical services complied with FNS standards (to include Confidential ).
Drafted white papers and policy documents as needed.
Demonstrated expert knowledge of IT standards for development, system development lifecycles and project management processes.
Provided new methods and approaches for feasibility, compatibility with existing systems, suggestions for more effective equipment, as well as long-term hardware and software system integration.
Maintained and updated IT manuals and instructions.
Earned a Confidential Warranty Parts Direct certification to handle Confidential repairs and replacements for Confidential computers and printers.
Successfully supervised a rollout team for migrating users workstations and network server hardware, software and operating systems using a critical path milestones process.
Served as primary administrator for the IT technical support ticket system software package, Track It. Managed Track It staff database accounts and backed up databases.
Actively participated in the upgrade of the network from token-ring to Ethernet throughout the entire Agency.
Supported the Agency's Grants Management Division in the application of Confidential .
Received numerous award certificates for excellent customer service.

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