IT Assistant/Help Desk Resume Rockville, MD - Hire IT People

SUMMARY:

Information Technology Professional with 4 years’ experience in customer service/call center and/or Help Desk/Service Desk environment. Knowledgeable in troubleshooting capabilities on hardware, software and networking issues.

TECHNOLOGY PROFICIENCIES:

Knowledge of Windows Desktop Operating Systems (Win 7 / Win 8 / Win 10) Intermediate - Advance
Knowledge of Windows Server Operating Systems (2008 and 2012) Beginner - Intermediate
Knowledge of UNIX/Linux Fedora/SUSE/Ubuntu Beginner-Intermediate
Knowledge of Mac OS X El Capitan Beginner-Intermediate
Knowledge of MS Exchange Server (2010 and 2013) Beginner-Intermediate
Knowledge of Microsoft Office Suite (2010 and 2013) Beginner-Intermediate
Knowledge of Microsoft Office 365 (Email, SharePoint, Skype for Business) Beginner-Intermediate
Knowledge of TCP/ IP LAN/ WAN & VoIP Beginner-Intermediate
Knowledge of VPN Beginner-Intermediate
Knowledge of Desktop/Laptop: Installation, Configuration, Maintenance and Troubleshooting
Knowledge of Servers: Active Directory (Users and Computers)
Knowledge of Printing troubleshooting issues
Knowledge of Basic Support for mobile devices: Android, Blackberry and Apple products (iPhone, iPad)
Knowledge of Video/Audio Conferencing Systems - Beginner-Intermediate
Knowledge of Help Desk Ticketing System
Experienced in communicating orally and in writing to exchange information and ideas.

PROFESSIONAL EXPERIENCE:

IT Assistant/Help Desk, Rockville, MD

Confidential

Responsibilities:

Provided first - level technical support to all end-users in a timely manner. Answer inbound phone calls, voicemail, web-submissions, emails and/or instant message regarding to Help Desk/Service Desk assistance from end-users experiencing hardware and/or software issues.
Proceeded as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems, resolve their problems, or satisfy their expectations.
Prioritized assignments and meet deadlines while providing support to coworkers and end-users
Responsible for maintaining accurate inventory controls of all equipment including: Desktops, Laptops, Printers, Peripherals, Phones, etc. Update inventory records to maintain accuracy and requesting additional equipment through procurement process.

Desktop Administration Intern, Rockville, MD

Confidential

Responsibilities:

Designed and lead of completion of the rollout of a software product called Remote Desktop Manager from Confidential, Inc.
Developed and executed new update of the Tier 1/Tier 2/Tier 3 Documentation for the Application Management Department
Developed and executed the update and documentation of Symantec Client Management Suite and Symantec Endpoint Protection
Developed and executed the update of User accounts as well as Groups accounts in Active Directory

Help Desk Team Lead

Confidential

Responsibilities:

Managed technical staff of five IT Support Technicians responsible for troubleshooting computer issues with the end-users in different departments throughout the company
Conferred with staff, end-users, and management to establish new requirements for new systems or equipment
Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems.
Developed documentation to support the use of hardware, software, and telecommunication products, and trained end-users in the proper use of hardware and software

Help Desk Support Representative

Confidential

Responsibilities:

Diagnosed, troubleshoot and resolved a range of software, hardware and connectivity issues
Answered questions about the product features and resolved use problems
Provided basic support in mobile devices including Android, Blackberry, and Apple Products.
Escalated Help Desk questions to appropriate team representatives

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It Assistant/help Desk Resume

Rockville, MD

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