Lead Tier Deskside Technician Resume

SUMMARY:

Obtain full time employment with a company that will utilize and challenge my educational and professional skills and offer growth potential.

SKILLS:

Proficient in Microsoft Office Applications, various office equipment, type 60 WPM, Remedy, Heat, Lotus NotesActive Directory, Communication and Interpersonal Skills, Knowledge of the principles, methods, and techniques involved in help desk operations and support technician operations.

EXPERIENCE:

Confidential

Lead Tier Deskside Technician

Responsibilities:

Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software and the network.
Experience working with different browsers including Firefox, and IE.
Utilize active directory to authenticate users and computer accounts.
Troubleshooting Microsoft OS’s / Microsoft suite along with IOS applications.
Install and configure new IT equipment’s.
Reimaging and configuring hard drives.
Performs other duties or special projects as assigned.
Diagnose and resolve software and hardware incidents, including OS and across a range of software applications.
Provide updates, status, and completion information to management.
Assigning trouble tickets to technicians.
Provide users with smartphone support.

Confidential

System Administrator

Responsibilities:

Create, maintain, and delete user profiles; provide logistical support to assist the Records Office(s) and Department Records Liaisons with assigning appropriate (customized) security assignments for end users.
Modify ERMS entries, attributes, and data views.
Create and maintain ERMS SharePoint development, and training sites.
Provide recommendations in support of the Paperwork Reduction Act.
Provide assistance to Confidential Records Officer(s) in developing communications for senior leadership, Records Liaisons, and end users to support ERMS implementation and operations.
Provide assistance to Confidential Confidential Records Officer(s) in facilitating Records Liaison meetings, and answering ERMS related inquiries.
Provide logistical support.
Develop recurring reports.

Confidential

Help Desk Analyst

Responsibilities:

Troubleshoots, resolves, integrates, tests, and maintains operating systems environments
Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user’s premises.
Installs, modifies, and makes minor repairs to personal computer hardware and software systems
Maintain and track inventory of hardware in Remedy
Answers, evaluates, and prioritizes incoming telephone, voice mail, e - mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other information system-related technologies.
Reimaging and configuring hard drives
Assist users with dialing into Video Teleconferences
Provide users with Blackberry support
Create and modify user accounts

Confidential

Records Clerk

Responsibilities:

Work with Confidential employees and associated contractors to perform routine records management and clerical functions to prepare 12 million secret/top secret records for relocation.
Maintain secret/top secret Confidential records in accordance with security and maintenance regulations and guidelines.
Apply appropriate dispositions of records when their authorized retention period has expired.
Prepare records to be declassified for management review.
Collaborate with team members to ensure the security of Confidential documents are not compromised.
Attend monthly security procedures meetings.

Confidential, Chantilly, VA

Technical Support Technician

Responsibilities:

Responsible for Tier 1 basic first level telephone support to end-user community on hardware, software, and network related problems, questions, and/or issues.
Enter all Confidential TAC workload support in call tracking system and provide necessary troubleshooting to clients.
Provide follow-up to make sure calls are resolved and closed promptly.
Demonstrate solid grasp of key technical and operational process concepts.
Call tracking software “Lotus Notes”

Confidential, Patuxent River, MD

Help Desk Analyst

Responsibilities:

Provide first level troubleshooting and resolution of security applications in a Helpdesk environment, Produce trouble tickets for issues surrounding password reset, SAP application issues, Legacy systems, secured Internet websites, and telephone issues, Provide customer support to local and off site customers for phone and help desk, Follow up with customer to ensure customer satisfaction with problem resolution, Support NAVAIR and Navy ERP Systems for the Confidential .
Helpdesk and Call Center methodologies
Performing in mixed Government and Contractor Environment
Excellent telephone Etiquette

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