Help Desk Technician / Support Resume

SUMMARY:

Experienced IT professional who provides support within an enterprise environment of over 16,000 users at the Social Security Administration. These skills require strong customer service skills as well as application of technical knowledge.

WORK EXPERIENCE:

Confidential

Help Desk Technician / Support

Strong customer service and detail - oriented attention when providing on-site and phone support. This includes Windows 10 and 7 Enterprise, Cisco AnyConnect VPN and Wireless, and McAfee Encryption for Social Security Administration users.
Image laptops with Windows 10, McAfee encryption, Cisco Any Connect and Microsoft Office.
Install and integrate new software updates and patches using SCCM (Software Center.)
Use administrative rights to uninstall and reinstall outdated or corrupt software.
Hardware installation of RAM and hard drive as needed in our workstations and laptops.
Skype for Business to troubleshoot laptops remotely.
Active Directory to access user & computer account information.
HEAT ticketing system to log in tickets.
Check versions of Windows and Mcafee software to ensure security compliance within the Social Security Network.
Command line instructions include ipconfig /flush dns, ipconfig /release, ipconfig /renew and gpupdate /force.
Prepare loaner laptops with administrative rights.
Support and communicate with the National Call Center and ESEF helpdesk regarding Enterprise Single Sign On (ESSO) and Mainframe .

Confidential,

Order Entry Processor

Utilized Oracle to process national contracts for retail and hospitality businesses.

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