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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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