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Service Desk Support Specialist Resume

Charlottesville, VA

TECHNICAL SKILLS:

  • Windows 7/8/10
  • Windows Server 08/12
  • Mac OSX
  • Active Directory
  • Remedy and Service Now ticket systems
  • Front Range Ticket system
  • SCCM
  • PC/MAC
  • Hardware and Software Trouble shooting and repair
  • Executive and VIP support
  • PowerShell scripting

PROFESSIONAL EXPERIENCE:

Confidential, Charlottesville, VA

Service Desk Support Specialist

Responsibilities:

  • Assisted in configuring software catalog in SCCM to streamline install software process
  • Managed a complex hybrid exchange environment and ensured prompt resolution of issues
  • Trained Tier 2 team to improve the customer experience and reduce number of escalations
  • Used PowerShell to configure and manage Active Directory, file permissions, azure exchange and on premises exchange environments.
  • Improved efficiency by updating documentation as needed.
  • Serve an escalation point to specialized teams for Migration to Office 365

Confidential, Charlottesville, VA

Help Desk Support Specialist

Responsibilities:

  • Provide high - level specialized expertise on more complex technical support issues
  • Reduce vulnerabilities by Managing, Deploying and Monitoring Windows, Software and Patches using SCCM.
  • Deploy upgrade to Windows 10 to pilot group and work with systems engineer to secure it.
  • Improved security and removed liability by deploying and Monitoring Identity Finder to scan for sensitive information and secure it.

Confidential, Charlottesville, VA

Senior Service Desk Admin

Responsibilities:

  • Rectified major gaps in support documentation by working with product owners.
  • Completed enterprise wide project to encrypt 3000 laptops around the globe ahead of schedule.
  • Worked with sysadmins to configure SCCM 2012 and deploy agents to all existing machines.
  • Decreased machine deployment time, by creating task sequences using SCCM OSD which replaced ghost imaging platform.
  • Improved productivity by providing a more timely technical escalation point within my team which reduce customer downtime.

Confidential, Harrisonburg, VA

Co-Owner \ Operations Manager

Responsibilities:

  • Negotiated terms for a partnership that included opening a store front.
  • Increased store profit gains through targeted advertising.
  • Expanded demand for services requiring hiring of additional staff
  • Created new business by offering managed and hosted services through reseller agreements with vendors.

Confidential, Harrisonburg, VA

Parts Manager/ Senior Technician

Responsibilities:

  • Managed, Assisted, and trained shop personnel
  • Built and configured desktop and server systems for onsite deployment
  • Maintained Parts stock
  • Verified repairs
  • Point of contact for vendors and customers

Confidential, Charlottesville, VA

DCI Repair Technician

Responsibilities:

  • Diagnosed and repaired hardware and software in Mac and Windows machines
  • Ensured prompt return shipment of parts to and from manufactures
  • Kept database updated
  • Assisted customers with check in and out
  • Operated cash register
  • Picked up and dropped off service requests and departmental machines for repair

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