Tier 1 Service Desk Technician Resume

TECHNICAL SKILLS:

Operating Systems: Windows 7 & Up

Software Applications: MS Office Suite, Microsoft SharePoint, MS System Center Configuration Manager 2007, Active Directory, ITSM & Altiris, Remedy, RSA Authentication Manager, Citrix, Consular Affairs Proprietary Applications

Hardware: Desktops & Laptops, HP printers, General computer builds and repairs, Hardware installations and swaps, and general networking experience (running cables, troubleshooting connections, and activating ports)

PROFESSIONAL EXPERIENCE:

Confidential

Tier 1 Service Desk Technician

Effectively communicate and Instructs clients on how to use the various technologies and applications available with well executed and proper guidance for resolution to issues via email, instant messaging, and web based telephone software. (Average 10 - 16 calls)
Thoroughly analyze information provided by the customer through email, IM, and over the phone in order and properly document all issues experienced and action taken to attempt to fix the problem.
Assist in completion of all action required of Critical incidents and high priority issues to ensure accuracy and timeliness of incident management via the Remedy Ticketing System, Active Directory, and Knowledge Base System.
Support clients through intricate and detailed standard operating procedures utilized at posts around the world through a
Foundation provided by Phacil’s Application training program.
Utilize Active Directory to check users account for details that would assist in escalating and resolving customer issues like what OU their account is in or resetting Account passwords.

Confidential

Service Desk Analyst; Security and Exchange Commission

Averaged 20-40 calls daily & processed incidents for technical assistance via phone and Email system
Followed standard help desk procedures to diagnose and troubleshoot technical hardware, software, and network issues
Utilized several different software applications to resolve incidents after following standard procedures
Identified and properly escalated tickets requiring urgent attention to appropriate team
Provided support on user configuration projects and reimaging projects as directed by management
Used basic methods such as search and filtering to ensure excel spreadsheet data was accurate, complete and followed company guidelines.
Trained new Service Desk Analyst on utilizing ITSM to facilitate user needs
Completed all tasks assigned in a timely manner and within established guidelines and constraints

Confidential

Desktop Support; U.S. House of Representatives

Assisted users with PC, server, network and software problems
Wiped hard drives of employee PCs before proper disassembly and movement to new location or surplus
Configured patch cables to enable Representative office connection to House network
Configured and set up hardware for multiple users and ensured that there workstation functioned properly
Followed specific organizational procedures when moving equipment to ensure proper placement of equipment

Confidential

IT Intern/Network Administrator

Imaged 4-7 laptop and desktop computers daily via a server over an eight week period
Captured data through the back end of the user’s PC and moved it to a newly imaged machine for employee use
Provided customer service to users during the data transfer process
Configured patch cables to enable employee connection to the company network
Organized and stored inventory for IT Team

Confidential

IT Intern/Network Technician/Desktop Support

Responded to an average of 20-35 tickets per week dealing with computer hardware errors
Installed/Upgraded desktop operating systems, drivers, software, hardware and peripherals, as required
Configured 23 printers in two and a half weeks to help the company with more efficient work completion
Resolved an array of printer and hardware issues (i.e. network connectivity, video failures, and paper jams)
Served as Lead Desktop Support Technician when necessary

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