Helpdesk Technician Resume Rockville, MD - Hire IT People

SUMMARY:

Experienced IT Professional with more than seven years of Helpdesk experience such as troubleshooting hardware and software issues, using several different Helpdesk ticket tracking applications, installation of software and reimaging computers. Also, I have do have experience working with customers face to face to resolve technical issues.

INFORMATION TECHNOLOGY SKILLS:

Hardware: Desktops, Laptops, Printers and Routers

Software: Microsoft Outlook 2007, Microsoft Office 2010, SharePoint, Active Directory

Operating Systems: Windows 7

Programming: Cobol, C++, VB, SQL, Asp.net, Java

PROFESSIONAL EXPERIENCE:

Helpdesk Technician

Confidential, Rockville, MD

Responsibilities:

Provides Tier 1 Helpdesk support using Web HelpDesk ticketing system
Reset passwords using Active Directory
Used AxWay Interchange to modify data
Performed remote desktop sessions using WebEx
Stored users data in SharePoint

Technology Support Analyst

Confidential, Elkridge, MD

Responsibilities:

Provided Tier 1 Helpdesk issues using email, Instant Messaging, telephone
Documented technical issues using HP Service Now ticketing system
Performed remote sessions using Bonjour
Installed software applications for users
Reset passwords for all users using Active Directory

Computer Operator

Confidential, Annapolis, MD

Responsibilities:

Provided Tier 1 Helpdesk issues using email, telephone
Documented technical problems using Harepoint ticketing system
Processed all job requests
Printed out forms and notices
Resolves errors by restarting jobs
Alerts managers of data center emergencies
Wrote documentation for improving processes at the Data Center

Helpdesk Associate

Confidential, Reston, VA

Responsibilities:

Provided Tier 1 support for SharePoint issues using telephone and email
Reset passwords for users using Active Directory
Escalated tickets to the Tier 3 helpdesk
Documented technical problems using Remedy ticketing system

Desktop Support Tech 2

Confidential, Chantilly, VA

Responsibilities:

Provided Tier 2 Helpdesk issues using telephone and email
Uploaded applications using network drives and Internet Explorer
Configured desktops, laptops, and mobile devices
Modified Asset Inventory information
Set up teleconferencing equipment for users

Technical Analyst

Confidential, Alexandria, VA

Responsibilities:

Provided Tier 2 helpdesk issues using email, and telephone
Reset users passwords using Active Directory
Documented technical problems using Remedy ticketing system
Performed remote support using Remote tools
Installed applications using network drives and Internet Explorer
Performed system management and backups
Provided remote helpdesk support for several offices
Deployed desktops, laptops, and telephones
Responsible for the inventory of computer equipment

Program Analyst

Confidential, Vienna, VA

Responsibilities:

Provided Tier 2 Helpdesk support for users
Performed database modification using Toad
Documented technical issues using Remedy ticketing system
Reset users passwords with Active Directory

Helpdesk Technician

Confidential, Washington, DC

Responsibilities:

Set up users with email accounts.
Installed hardware and software for users
Performed remote sessions using remote desktop tools.
Provided Tier 1 helpdesk support for several remote offices.
Responsible for the inventory of computer equipment.
Performed system management and backups.

Student Intern

Confidential, Arlington, VA

Responsibilities:

Involved with grant proposal and award processes
Responsible for the inventory of computer supplies
Installed applications using Internet Explorer
Created PowerPoint presentations for Staff

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Helpdesk Technician Resume

Rockville, MD

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