DESKTOP SUPPORT TECHNICAN Resume

OBJECTIVE:

Highly motivated and organized Information Technology and customer service professional, seeking a position that would allow me to utilize my training and experience to drive overall success and profitability for a reputable company. Able to handle high customer call volumes in a fast - paced environment, while maintaining emphasis on the highest quality of customer service. Diverse background includes Service Desk, Client Systems, and Desktop Support.

SUMMARY:

9+ years of experience in the IT industry
Superb interpersonal skills, delivering value-added IT services
Proven experience in network, hardware, and operating system troubleshooting.

TECHNICAL SKILLS:

Software/ Hardware
MS Active Directory
Remedy Action System Request, BMC Remedy
HP Service Manager, Service Request System, ServiceNow, JIRA
TCP/IP; WPA/WEP
MS Windows XP,7, 8,8.1,10
MS Office 2007,2010,2013
SCCM, SCCM 2012
MS Lync/ Skype for Business
Symantec; McAfee Antivirus
Remote Desktop Connection, Cisco VPN

PROFESSIONAL EXPERIENCE:

DESKTOP SUPPORT TECHNICAN

Confidential

Responsibilities:

Responsible for desk side break fix support, software installs, new customer setups, customer training and preventative maintenance in a large enterprise Windows network.
Responsible for troubleshooting, and restoring network connectivity for e-mail, fileservers, printers, desktop workstations, laptops, and other IT infrastructure components.
Updates HP Service Manager trouble tickets and system documentation, facilitate on-site troubleshooting, and provide limited system training.
Perform active directory functions such as group policy creation, account creation, group modifications and password resets. Installs, configures, troubleshoots and repairs hardware such as laptops, workstations, printers, phones, network/standalone printers, video conference equipment and mobile devices working with third-party vendors as applicable.
Demonstrates advanced skills during rapid analysis and troubleshooting of workstations, file management, profile, connectivity, MS Exchange, MS Office, Active Directory, computer peripherals, and applications on a multitude of networks.
Lifecycle management of hardware and software (asset tagging, asset inventory management, upgrades, security updates, patches, prepare and maintain documentation of PC, servers, printers and other peripherals).

DESKTOP SUPPORT TECHNICAN

Confidential

Responsibilities:

Provided Tier I, II, and Tier III desktop support for the business operation accomplished by providing subject matter expertise in resolving incidents and problems.
Demonstrates ability to independently understand, troubleshoot, and resolve Service Requests.
Demonstrates advanced skills during rapid analysis and troubleshooting of workstations, file management, profile, connectivity, MS Exchange, MS Office, Active Directory, computer peripherals, and applications on a multitude of Unclassified and Classified networks.
Troubleshot and installed software to include but not limited to Windows XP, Windows 7, Microsoft Office 2007, Microsoft Office 2010, Active Directory (AD), Microsoft SCCM 2007 R2, Internet Explorer 9, 10 and 11, Adobe Reader, and Citrix XenApp.
Remediated infected computers with appropriate applications and complied with Standard Operating Procedures (SOPs) and policies.
On-call support provided on a rotating basis for after-hours coverage of any critical issues.
Management of Active Directory including adds, moves, and changes, and group creations.

Client Systems Technician/Help Desk Technician

Confidential

Responsibilities:

Resolved network hardware and software issues supporting 43.3K equipment items. Managed Non-secure and Secure Internet Protocol Router ( Confidential network user accounts, profiles, and mailboxes.
Coordinated 24 hour maintenance activities of 176 technicians in 10 duty sections.
Oversaw maintenance production on 1.6K fixed and tactical C2 systems valued at $51M.
Governed Provincial Reconstruction Team $1.3M Comsec program and solidified secure services for SOF operations.
Assisted and trained junior technicians with complex problems. Managed 10,555 network accounts;
Coordinated 104 maintenance inspections on 36 deployable/44 fixed systems; supported 25K operation hours.
Provides end customer support for desktops and LAN devices
Troubleshoots data connectivity and network attached device issues for LAN printers, scanners and other components.
Creates, resolves, and assigns trouble tickets utilizing Remedy.
Troubleshoot to research, diagnose, document, and resolve technical issues for Windows XP, Windows 7, MS Office applications, email, and other special applications, Internet connections, and hardware/peripheral equipment.
Monitored secure and non-secure networks 24X7 and escalate incidents as required.
Served as the initial point of contact for resolution of desktop/laptop related problems for a 56,000+ Civilian, Contractor, and Military customer base.

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