Desktop Engineer Tier 2/3 Resume Washington, DC - Hire IT People

TECHNICAL SKILLS:

Software: Sharepoint 2010; Lotus Notes 2010; BES12;Apple; Balckerry; Microsoft Office Suite 2000, 2003, 2007, & 2010 (Outlook, Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems 2000, XP, Vista and Windows 7, Remedy, Active Directory, Track - it, Procurement Desktop Defense (PD2)

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Desktop Engineer Tier 2/3

Delivered Tier 1, telephone support, and Tier 2, desk side support, to over 300 DOD senior officials including the Secretary of Defense and the Deputy Secretary of Defense in a 24/7 support environment.
Provided assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems Assist customers with issues with any IT device
Served as a system administrator for the Blackberry Enterprise server. Performed configuration and maintenance of all travel equipment
Managed and created user accounts, distribution lists, group policies, and organizational units through Active Directory for NIPR and SIPR networks.
Responsible for installing software, performing software upgrades, troubleshooting and resolving Information Technology issues within the organization.
Developed training guides and frequently asked questions materials to assist users in finding answers quickly
Troubleshoot, repair and upgrade laptops, desktop computers, NIC cards, memory, modems, hard drives, SCSI cards, CD ROMS, scanners and printers.

Confidential, Washington, DC

Junior System Administrator

Identify technical, process, and recommend solutions for ensuring greatest level of efficiency by all users
Provide recommendations and implement improvements and technical solutions to ultimately improve the end user experience
Outstanding verbal and written communication skills
Work closely with the SPS interface team to identify and resolve issues regarding requisitions, purchase requests, awards and modifications that fail the ERP/PD2 interface
Provide recommended process changes to better support the user community
Tracking user inquiries, software issues and problem resolutions regarding PD2 and the PD2- ERP Interface for trend analysis and risk identification
Closely monitoring the PD2 system and its components and reporting system degradation

Confidential, Beltsville, MD

Service Desk Analyst

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Assist with more than a 1000 customers on a monthly basis
1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers
Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents
Troubleshoots and escalates user technical issues by designating the correct onsite action group for each specific caller
Provide basic in-house training in MS Office applications used within the Association (Word,
Excel, Outlook, PowerPoint)
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc
Install, configure, and manage government developed software and computer systems

Confidential, McLean, VA

Business Analytics

Participate in educational opportunities, reading professional publications, maintain personal relationship with internal and external customers, supplier, partners and higher authorities to update job knowledge
Good understanding of record management, document management, lists and compliance solutions using SharePoint 2010
Outstanding verbal and written communication skills
Routinely troubleshoot and correct client hardware and software problems and provide limited user training on the use of COTS, workstation hardware and peripherals
Produce monthly statistical risk management report

Confidential, McLean, VA

Sales Associate

Provide world class customer service by building partnerships with management, co-workers, and manufacturers.
Possess a competitive spirit and desire to meet and exceed sales goals
Identify emerging trends, offer viable professional solutions to improve marketing opportunities of the sales team.
Ensure daily readiness of sales floor. Execution of on-site promotional activities.
Multi-task in a fast paced team environment
Public image of company and driving force in generating revenue.
Additional duties/responsibilities to meet business demands

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Desktop Engineer Tier 2/3 Resume

Washington, DC

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