Service Desk Technician Resume

TECHNICAL SKILLS

Operating Systems: Windows 7; MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003

Software Applications: MS Office Suite 2000, 2003, 2007, & 2010 (Access, Excel, PowerPoint, Word); Norton Ghost; installing drivers

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports)

Others: Clerical skills; data entry; help desk escalation and documentation on ticketing system, active directory, customer service support (email, phone, and in person); web authoring and publishing basic html, basic blogs & wikis

PROFESSIONAL EXPERIENCE

Confidential

Service Desk Technician

Maintained 20 - 30 users’ desktops/laptops on site and remotely.
Received daily telephone or email inquiries for troubleshooting and managing hardware and software issues
Created bi-weekly report on inquiries from users
Installed operating system software, upgrades and patches.
Monitored network room while Systems administrator worked remotely.
Set up weekly meetings via Skype and conference calls

Confidential

PC Support Technician

Performed technology support for over 60 teachers and 800 students
Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voice mail
Optimized systems performance and responded to system hardware/software error messages, storage and hardware configuration problems
Imaged and re-imaged over 25 Dell model desktops, Dell laptops and Lenovo think pads
Serviced, installed troubleshooting for HP printers p2035,1200, M177fw and M476dn series
Achieved the highest levels of productivity, handling over 100 to 150 calls per week and averaging 25-30 calls daily

Confidential

Help Desk Tier I (CSR)

Provided customer service on multiple health insurance exchange applications and systems
Assisted Agents/Brokers to sign up consumers on the Healthcare.gov site
Responded to incoming inquiries from healthcare providers, government officials, key stakeholders and IT vendors
Conducting password resets
Networking and connectivity issues
Potential security issues
Escalated inquiries to Tier 2 and 3 if needed based on documents, policies and procedures

Confidential

Active Directory Administrator (Intern)

Updated users information in Microsoft Outlook
Microsoft Lync
Managed employees, contractors, volunteers and intern accounts
User and group account administration
Creation/deactivation of users
Group creation
Added/removed bulk users from groups
Password resets
Created users in Courion Portal and added new users in the network/domain of AD
Provided call support to users
Resolved 15-20 tickets daily through Remedy ticketing system
Attended bi-weekly and monthly conference calls

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