Service Desk Technician Resume Washington, DC - Hire IT People

SUMMARY:

Working towards a position that can allow my education and technical skill to develop for growth of my own abilities and to the long - term benefit of my department and company.

TECHNICAL SKILLS:

Languages: HTML/CSS Programming

Software: Microsoft Office Suite Office 365, 2013, 2010, 2007

Database: MS Access & MySQL, Windows; Vista, 7, 8, 8.1, 10, Windows Server; 2008 R2, 2012 R2

Active Directory: Virtualization software; VMware, MS Hyper-v

Citrix: Cisco Jabber

MDM AirWatch: Swimage Encore (OS Deployment Software)

EXPERIENCE:

Service Desk Technician

Confidential, Washington, DC

Responsibilities:

Provide phone and deskside support to over 500 end users
Perform network, workstation and software troubleshooting
Use Microsoft Active Directory for account creation/ disable, password reset and group membership
Use remote access to perform troubleshooting when needed
Break down systems, remove malfunctioning hardware, and install new parts
Utilize Remedy and JIRA ticketing system to log, track and manage incidents and service requests
Manage inventory and track all hardware and software used

Desktop Support Technician

Confidential, Rockville, MD

Responsibilities:

Perform network, server, workstation and software troubleshooting
Test, package and deploy hardware for laptop and VOIP phone upgrade
Using Microsoft Access create, update and maintain asset management database for all hardware
Assist in the process of creating and updating image
Regularly perform PC deployment, maintenance, troubleshooting and vendor relations for support
Configuring, troubleshooting and installing network and local printers
Collaborate with multiple IT contracts and multiple vendors to complete assigned IT projects
Troubleshoot installation of Cisco Jabber VIOP software and Cisco Jabra VOIP software and hardware

IT Service Desk Technician

Confidential, Washington, DC

Responsibilities:

Provided tier 1 and 2 support to users for on application functionality and configurations
Responded to service requests via ticketing system, phone calls, emails and user walk-ups
Loaded standard and non-standard environmental software and deploying laptops to remote users
Scheduled with users for 200+ laptops to be imaged, transferred user data and re-deployed laptops
Installed and configured VOIP phones, printers and peripherals
Deployed and configured Cisco Jabber soft phones
Configured and troubleshot Confidential SecurID Token software on BlackBerry and iPhone devices

Data Entry Clerk

Confidential, Hyattsville, MD

Responsibilities:

Used key demographic identifiers to qualify donors into program
Used pledge cards, donations and other user provided information to perform standard and batch data entry
Performed quality assurance reviews of other data entry specialist
Performed initial cataloguing of all pledge data and other user provided data upon delivery to the parishes

Knowledge Center Intern

Confidential, Washington, DC

Responsibilities:

Updated online database for Confidential ’s initial website launch with 200+ online data packets daily
Used OpenCMS and MS Excel to discover and track over 5,000 organizing documents for new website
Collaborated with interns and Program Director to maintain task timeline for project work
Configured/troubleshot A/V equipment, VOIP phones, printers, scanners, bar code readers, etc.

Programmer Trainee

Confidential, Washington, DC

Responsibilities:

Application development using MS Visual Studios C++
Developed a train tracker simulator and student database entry application with trainee team
Took role as project coordinator to complete multiple tasks and research assignments

IT Specialist Trainee

Confidential, Silver Spring, MD

Responsibilities:

Processed account, customer and other user data by resolving inconsistencies and data errors
Performed data entry for reviewable data forms from multiple sources of user supplied data
Updated and launched Confidential ’s intranet using HTML/CSS programming, Dreamweaver and Photoshop

Volunteer Student IT Helpdesk Support Technician

Confidential, Washington, DC

Responsibilities:

Provided end user support through calls, emails and in person requests
Troubleshot user account, network account and internet connectivity issues
Implemented desktop and system solutions for all users and technicians
Utilized Remedy ticket tracking system

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Service Desk Technician Resume

Washington, DC

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