Helpdesk SME Resume

SUMMARY:

Information Systems technician experience for 10+ years
Possess outstanding communication skills; able to effectively determine end user’s issues and satisfactorily resolve the problem ensuring exemplary customer service
Experienced utilizing Remedy, Cherwell Trouble Ticketing System, MS Office 2010, Ghost Utility, Microsoft Active Directory and RSA Administration
Possess IP networking skills
Experienced with the Windows 2003, 2008 Server OS, Linux, VMware and Citrix
Extensive experience with desktop support, software installation, and network troubleshooting
IT helpdesk support professional who works well in a high volume environment
Dedicated team player who is a high contributor and impacts organizational success
Excellent interpersonal skills critical to management

WORK EXPERIENCE:

Confidential

Helpdesk SME

Responsibilities:

Conducts technical analysis of product implementations, modifications and enhancements to product. Troubleshoots technical problems and issues, determines technical solution in accordance with product and customer specifications, and recommends actions to the government for coordinative product solution. Serve as liaison between staff and the technology department to resolve issues Acts as local on - site representative to customer's organization.
Facilitate solving helpdesk inquiries via phone, email, and web on all Confidential supported applications, Java, Adobe Flash Player and other browser related issues with 2,500,000+ users worldwide
Participated in several systems upgrades and installations
Completed numerous trouble tickets, ensuring the maximum first ticket resolutions

Help Desk Administrator

Confidential

Responsibilities:

Provided technical assistance and in- depth analysis, diagnosis and resolution of PC operating systems, networking, and hardware using Active Directory
Implemented Confidential policies, procedures, and technologies to include providing support for over 700,000 military and civilian end users
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
Train team members on how to create, resolve, and troubleshoot incoming issues

Technical Helpdesk

Confidential

Responsibilities:

Provided first-level technical support via phone, email, or in person; handled government issued credits for users worldwide
Utilized available resources to research solutions; advised end user of appropriate action to take to resolve issue; adhered to standard helpdesk procedure in responding to requests for help
Completed numerous trouble tickets, ensuring the maximum achievable first ticket resolutions
Tracked and routed problems; documented resolutions; prepared activity reports

Graphic Artist

Confidential

Responsibilities:

Through the use of images, text, and color, to transform statistical data into visual graphics and diagrams, for military courseware development
Photographed classified equipment; developed images, videos, and animations for courseware
Utilized Flash MX, Photoshop, CS2, and Xara software programs

Network Administrator

Confidential

Responsibilities:

Facilitated the configuration and troubleshooting of workgroup and domain networks, broadband ISP connections and Confidential Service proprietary applications
Provided support to end users onsite, as well as, for additional end users at remote franchise sites
Created loading and ghosting procedures for computers in preparation for LAN installation
Participated in new networks builds at locations across the country; adhered to standard network designs and protocols developed by client
Performed routine LAN system backup and preventative maintenance measures ensuring optimal system performance and up time

Photographic Technician

Confidential

Responsibilities:

Photographed Naval ceremonies, flight deck operations, and accidents/crime scenes
Operating laboratory and darkroom equipment for film and print production; mixing and quality control of photographic chemicals and solutions
Conducted repair and maintenance of cameras and photographic laboratory equipment
Served in several capacities while assigned to the CVN-73; Noritsu lab and work center supervisor, technician, repairman, trainer, main lab photographer, and motion picture lead