Sr. Desktop Support Specialist Resume Bethesda, MD - Hire IT People

TECHNICAL SKILLS:

Operation Systems: MS Windows Vista, XP; MS Windows Server 2003, MS Windows 7, MS Windows 10, Apple OSX, iOS, BES 5,10

Software Applications: MS Office Suite 2000, 2003, & 2007&2016 (Access, Excel, PowerPoint, Word); Norton Ghost; installing drivers, Active Directory, Citrix Systems, McAfee Agent Monitor, Mainframe Applications, BOX cloud storage, Microsoft OneDrive, Office 365, Avaya, Skype For Business, Office Communicator, Cisco Jabber VoIP - Cisco, G-Suit, Remedy, Service Now Service ManagementHardware: HP desktops & laptops; Dell desktops & laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports) iOS Devices (iPad Pro, iPhone, MacBook, iMac)

PROFESSIONAL EXPERIENCE:

Confidential, Bethesda, MD

Sr. Desktop Support Specialist

Identify architectural requirements, analyze applications, programming, and operations; evaluate existing and proposed systems, recommending solutions to infrastructure.
Troubleshooting network connectivity in a LAN/WAN/VLAN environment
Ensure desktop computers interconnect seamlessly with diverse systems including associated vendor systems, file servers, email servers, application servers, and administrative systems
Establish and upgraded system by planning and implementing desktop rollout projects.
Installing hardware, and software maintaining installation records by documenting procedures used.
Develop trends by monitoring and analyzing incoming calls, problems and support requests.
Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
Evaluate new product versions and recommend upgrade schedules

Confidential, Washington, D.C

Technical Support Specialist

Escalation point for Tier 3 issues being escalated from Tier 1 & 2 support staff globally.
Responsible for assisting local IT in country offices with SAP Applications and Access Management (Active Directory).
Responsible for escalating technical issues that could not be resolved to Field Engineering, Product Development and Software Development.
Escalation point for Telecom issues Avaya System, Cisco IP phones, Cisco Jabber
Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved.
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tool, Citrix
Set up and monitor video conferences (troubleshooting of VTC)
Internet browsers (e.g. Explorer, Chrome, Firefox, Safari),
Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008

Confidential

Helpdesk Analyst/Workflow Specialist

Assist end-users and IT specialists by phone and email with first-level technical support; working to resolve as many incidents at the Tier I level.
Work with Tier II and other groups to resolve technical problems.
Create tickets, respond to tickets, and escalate tickets as necessary to the proper groups. Each ticket must have troubleshooting documentation that explains the problem, work done on the problem and the resolution to the problem.
Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis.
Follow set policies and procedures when assisting clients to ensure proper handling of requests.
Contribute knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I support.
Assist in new hire training to ensure successful integration into the team.

Confidential

LAN Desktop Support Technician

Team Track ticketing, help monitor the issues faced by customers by the means of incident management tickets.
Active Directory provide authentication and authorization services for hardware and software resources on the network
On Board/Of Board managing user accounts

Confidential

Supervisor/Operation and Hiring Manager

Formulates employee policy manuals and job descriptions
Hires, trains, coaches, supervises and evaluates staff members
Establishes and improves client communications; maintains ongoing relationships
Responsible for scheduling and payroll for over 20 employees

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Sr. Desktop Support Specialist Resume

Bethesda, MD

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