Service Desk Engineer Resume Washington, DC - Hire IT People

SUMMARY:

To further my experience and growth In the information technology field: special interest in network support, hardware/software support, helpdesk support tier 2, network administrator and other related computer technology positions.

SKILLS:

OSX 10.6 - 10.9
Windows XP
Windows 7
Windows 8
Server 2003
Server 2008
Server 2012
Office 07 - 2013
Office 365
Network Support
Wired/Wireless Routing
TCP/IP
Security
Active Directory
Nortel VPN Client
Sonicwall VPN
Citrix
RSA Tokens
Blackberry(BES) iOS Devices
Android Devices
Printer Hardware
Printer Software
Malware/Virus
MxLogic
BMC Ticketing
ConnectWise
LanDesk Mgmt
Kaseya IT360
OneDrive
Google Apps
Hosted Exchange
Shoretel IP Phones
Avaya Phones

EXPERIENCE:

Service Desk Engineer

Confidential, Washington, DC

Responsibilities:

Provided local/remote support to over 50 different companies and more than 300 end users
Handled all technical support calls/emails and logged them in the ticketing system
Diagnosed and troubleshoot problems with multiple computer systems to maintain proper functioning; resolved issues including contacting and assisting vendors
Restored and recovered previous data from accidental deletion or other requests
Provided technical support for remote access users
Add/Remove/Edit AD accounts and managed Exchange server
Virus/Malware/Spyware prevention and removal

Help Desk

Confidential, Arlington, VA

Responsibilities:

Served as escalation point resolving software/hardware issues from tier 1 staff
Provided desktop support for over 800 clients around the US by phone or remote assistance.
Recorded, maintained and updated records in the Incident Management system
Advise to Directors, CIOs, VPs of client support or technical issues for all clients
Cleared malware/spyware/viruses from end users infected machines
Backed up end user’s data and upgraded their OS to include all previous software/data
Reimaged newly purchased laptops and desktop with up to date Group Policies, VPN client, and necessary hardware installations
Provided technical AV support to multiple locations including video conferencing, teleconferencing, multimedia presentations, and other audio visual support
Deployed and provided technical support for mobile devices such as Blackberry(BES) and iPhone/iPad(iOS)
Physically setup and deploy new workstation for new employees or internal moves
Provided hardware support for printers throughout the entire building, replacing toner, maintenance kits, fusers, rollers, etc.
Awarded Customer Service Recognition for the months of Jan, April, June, and July 2010 for Outstanding Customer Service and also the Third Quarter of 2010. Awarded again June 2011
Helped raise overall annual Customer Satisfaction rate from 79% to 85%

Help Desk Tier 1

Confidential, Arlington, VA

Responsibilities:

Isolate, identify and repair computer equipment
Maintained software inventory assets, as well as hardware assets
Preformed diagnostics and troubleshooting of system issues
Maintained inventory for all equipment, and documented help desk tickets/resolutions
Perform system restore and backup of end user equipment including archival of end user data files and installation of operating system software
Create logs and documentation for new user training and staff development

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Service Desk Engineer Resume

Washington, DC

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