Tier 1 Help Desk Resume

OBJECTIVE

To obtain a challenging position within the networking field while utilizing my information technology experience, exceptional customer service skills and college education to exceed company standards.

TECHNICAL SKILLS

Microsoft Windows XP
Microsoft 2003 Server
Cisco Routers
Linux Terminal
Application & Domain Servers
Backbone Cabling
RH 45 Cabling
WiFi Networking
Small Business Network Design
DMZ Firewalls
Microsoft Word & PowerPoint
Domain Name System (DNS)
Dynamic Host Conf. Protocol(DHCP)
Active Directory in Windows
Local Area Network (LANs)

PROFESSIONAL EXPERIENCE

Confidential

Tier 1 Help Desk

Assist Instructors with setting up courses within the LEO platform.
Assist students with technical issues with trouble shooting there web browsers.
Reset passwords for instructors and students.
Create trouble tickets within the Salesforce Platform.
Remote into Workstations, Uninstall and reinstall applications.

Confidential, Alexandria VA

Tier 2 Help Desk

Remote into government workstations and lower MTU settings
Use command prompt to ping default gateway
Reset passwords for all branches of the Military
Reinstate users accounts in Active Directory and Operator Account Manager
Uninstall and Reinstall Java, Rapids and update drivers
Configure rapids, TASS systems, DBIDS,DS Access
Troubleshoot workstations, fingerprint readers, scanners, and VPN errors
Find discrepancies in military records

Tier 1 Help Desk

Ensured detailed explanations of user problems and call resolutions were entered into Unicenter, Problem Management System or escalated to proper department
Provided timely updates to incidents according to Support Center guidelines using DS Access to research users account
Interacted with other internal or client departments and other support groups to ensure quality service and support
Escalated all complex problems or issues to client level support or other support groups in accordance with procedures
Strictly adhere to all documented procedures to ensure a timely resolution and the highest level of customer service

Confidential, Washington, DC

Shift Manager

Trained new team members according to company standards
Managed opening and closing procedures
Balanced all registers for deposits
Facilitated cash and credit card payments
Distributed banks to servers
Created schedule for all shifts
Monitored all work stations
Ensured customer satisfaction exceeding company goals

Confidential, Upper Marlboro, MD

Cabling Logistics Specialist

• Expedited the installation of Optical Network Terminal boxes
• Liaised CAT - 5 cabling to multiple work stations
• Coordinated the set-up of telephones at various work stations
• Unloaded trucks, logged stock and maintained project tracking procedures

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