Help Desk Technician Resume

SUMMARY:

My experience as a Field/Technical / Help Desk Support Representative is focused on resolving complex customer Support issues. I am a critical thinker with the ability to effectively prioritize assigned work and resolve End - User support issues in a timely manner.
Ability to troubleshoot technical problems using remote desktop connection, remote control viewer and or Skype for Business.
Ability to troubleshoot printers, install and resolve driver issues as well as internet applications.
Ability to build rapport with clients, and effectively complete assigned tasks on time.
Provide software and hardware support for proprietary systems on Windows 95, MSDOS, Windows 2000, Windows XP, Windows 7, Windows 8, and Windows 10
Prioritize and complete daily activities including following up on previously completed tasks.
Exceptional telephone etiquette, professional demeanor and strong critical thinking skills
Experience with Remedy Help Desk ticketing system, and Microsoft Office 365 Suite
Ability to color-code, crimp, and test RJ 45/Cat 5/Cat 6 cables

EXPERIENCE:

Help Desk Technician

Confidential

Responsibilities:

Working as a sub-contractor for United States Patent and Trademark Office ( Confidential ), my duties include ensuring that newly deployed computer system/migrations are in compliance with Confidential standards and also fix any migration step missed by the deployment team.
End-user technical issues that I encounter and resolve on regular basis are as follows:
Transfer of User data using Dell Migration Tool.
Re-create corrupt user profile.
Recover and restore non-migrated user data from previous device.
Resolve end-user technical issues in person and remotely using Skype for Business, Remote Control Viewer and or Remote Desktop Connection.
Request and download software to end-user using System Center Configuration Manager (SCCM)

Tech Support Specialist/ Manager

Confidential, Baltimore , MD

Responsibilities:

Troubleshoot, analyze and repair problems of computer elements such as desktop computers, laptops and various components/peripherals of an IT network.
Provide technical assistance with computer hardware and software
Install and replace basic computer hardware and accessories
Resolve issues for clients via phone, in person, or electronically
Track customer computer-related issues and resolutions

Correction Officer

Confidential, Jessup , MD

Responsibilities:

Supervise inmates in housing units and those segregated for administrative or punitive measures; instruct inmates in housekeeping and sanitation
Make periodic patrols of quarters and work areas and initiate counts of inmates at regular and irregular intervals; prevent the introduction of contraband into the institution.
Monitor, supervise and screen inmate visitor traffic; observe traffic in and around the compound.
Instruct inmates and maintain control in areas such as the inmate food service area, etc.
Observe for signs of disorder or tension and report such observations to a higher authority

Data Entry Specialist

Confidential, Baltimore , MD

Responsibilities:

Compile, sort and verify the accuracy of data before it is entered.
Locate and correct data entry errors, or report them to supervisors.
Compare data with source documents, or re-enter data in verification format to detect errors.
Maintain logs of activities and completed work.
Perform other duties as assigned.

Technical Support Representative

Confidential, Bedford Heights , OH

Responsibilities:

Performed installation and troubleshooting of Confidential Shipping systems on Windows NT, Windows 95, and MS-DOS platforms at customer locations.
Upgraded Hardware and Software on systems, performed installation and troubleshooting of P-scan Unit at Confidential locations.
Added user accounts to the domain.
Configured workstations to access Internet and intranet locations.
Performed hard drive swapping and ghosting .
Uploaded data from a wireless laptop into Confidential Corporate network. Installed local and network printers for users.
Installed antivirus software, ensured system backup, and resolved End-User technical problems over the phone.
Maintained composure and patience in face of difficult customer situations.