Service Desk Specialist II Resume

TECHNICAL SKILLS:

Proficient with troubleshooting Window 7
8
8.1 and 10
Active Directory
Microsoft Office suite
Cisco Call Manager
Cisco Unity Manager
VM ware
Computer HW/SW repair
Share point
A/V equipment conference rooms
Mobile Devices
CAC cards
Active Client
Microsoft Lync Server

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Specialist II

Responsibilities:

Responsible for the receiving, prioritizing, processing, documenting and actively resolving end user requests utilizing a Microsoft Service Desk ticket system. Essential functions include the ability to diagnose, install, repair, maintain and upgrade all desktop, laptop, and mobile hardware and software equipment to ensure optimal performance so that end users can accomplish business tasks. Work under the direction of the Information Technology (IT) Service Desk Coordinator and perform a variety of technical, customer service and clerical tasks. Customer service responsibilities involve assisting customers in person as well as via telephone and e - mail. Provision and assign office directory numbers and desk phones and voice may with Cisco Call Manager and Cisco Unity Connection. Manage voicemail mailbox provision Enterprise Voice services in Skype for Business for remote and mobile users, enabling those users to make calls via the Skype for Business client to the PSTN. Creating user accounts, Manage user accounts, permissions, email, anti-virus, anti-spam. Standing up Virtual Machines, managing permissions, troubleshooting VM ware.

Confidential, Arlington, VA

Cell Phone/Computer Repair Technician

Responsibilities:

Repaired cell phone touchscreens, batteries, keyboards, flex cables, trackballs, antennas, light sensors, and button replacements. Diagnostic and troubleshooting on cell phones, IPODs, IPADs, and other media devices. Liquid damage assessments and repair on cell phone and media devices. Checking in cell phones for customers for repair and taking payments for repairs. Soldering logic boards parts to repair cell phones and media devices. Selling and installing cell phone accessories from screen protector to cases. Filling out tickets in detail for repairs and using rq4 inventory system and ordering special parts for customer cell phone repairs.

Confidential, Alexandria, VA

Computer Repair Tech/Help desk

Responsibilities:

Assisted 30+ users in resolving diverse hardware and software issues.
Installed, repaired, maintained, and upgraded desktop and notebook computers.
Performed maintenance on printers.

Confidential, Alexandria, VA

CRP Scheduler/Help Desk

Responsibilities:

Assisted 1000+ users in resolving diverse hardware and software issues. Entered tickets for computer upgrade/replacement for U.S. trademarks and patents office. Performed on-site repair and preventative maintenance on personal computers. Evaluated technical issues and solved customer concerns, and troubleshoot computer problems in an efficient and courteous manner. Answered customer calls and emails to the Help Desk and provided assistance in troubleshooting their broadband, cable, and 3G connections. Assisted in the design and implementation of the Help Desk queue management systems. Delegated assignment of Help Desk issue tickets to fellow team members. Configured and tested modems, routers, and 3G cards for customer use. Provided technical support and backup for customers and field technicians, troubleshooting networking and connectivity issues.

Confidential, Alexandria, VA

Assembler/ Technician Helper

Responsibilities:

Assisted in building communications systems for Military. Electronic Assembly (walkie-talkies, power modulators, rack mounts, etc.) Electronic Configuration. Assembling and Disassembling Satellites. Software uploading/downloading. IP Phone programming. Fiber Optics Installation.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship