Senior Computer Specialist Tech Tier II Resume Washington D.C - Hire IT People

TECHNICAL SKILLS:

Software: Mobile Iron, Microsoft Office Suite 2013, 2016 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems XP, Vista, Windows 7, and Windows 10, iOS; IQ Track, SIM Track, BMC Remedy, Safe Net, Active Directory, Cisco

Hardware: Cisco IT Essentials (PC software and hardware); HP Desktops & Laptops; Dell Desktops & Laptops; Lenovo ThinkPad Laptops; HP Printers, Rico Printers; Iron Key Devices; general computer builds and repairs; hardware installations and swaps; iPhone and iPad configuration

Networking: General networking experience (running cables, troubleshooting connections, activating ports)

Support: Helpdesk escalation and documentation on ticketing system, customer service support (email, phone, and in person)

PROFESSIONAL EXPERIENCE:

Confidential, Washington D.C.

Senior Computer Specialist Tech Tier II

Responsibilities:

Acted as the Subject Matter Expert on all things IT for the National Continuity Programs Office
Worked with the BMC Remedy, Active Directory, and Outlook to keep track of and modify DHS employees’ account status
Installed software upgrades, security patches and operating systems on workstations
Worked hand in hand with the property team to keep track of the IT equipment for inventory purposes
Researched, tested and conducted the rollout of new hardware equipment to include Iron Keys, Plantronics Headsets, iPhones/iPads, Dell Latitude laptops (E7440 - E7490), and Dell OptiPlex Towers/All-In-One’s (7050’s and 9030’s)
Utilized Mobile Iron Admin Console to administer username and PIN to employees setting up Mobile Iron Software

Confidential, Washington D.C.

Service Desk Analyst

Responsibilities:

Answered, over 100 emails and phone calls per day to assist with all IT issues with DoS employees
Worked with the BMC Remedy, Active Directory, and Outlook to keep track of DoS employees’ location and account status
Worked with new employees, training them on our procedures and providing reference sheets for daily use
Created an average of 80 tickets daily to resolve Dos employees’ issues
Worked quickly to meet SLA’s for High Level VIP’s

Confidential, Alexandria V.A.

Email Support Migration Technician

Responsibilities:

Answered, sent, and placed over 150 emails and phone calls per day to assist with issues with the Outlook cloud migration
Worked with the Interaction Client app as well as BMC Remedy, PCA Quick Connect, and Outlook to remote to user’s pc’s and quickly solve the issues
Worked with Regedit to check the security patches and make sure all packages are true
Added/removed mailboxes as well as profiles in Outlook, giving me an in-depth knowledge of the Outlook application

Confidential, Arlington V.A.

Surge Support Technician

Responsibilities:

Answered emails and phone calls to assist with issues with the 2 Factor Validation Registration, as well as issues with our main site Confidential Connect
Worked with the SafeNet Authentication app to provide a second level of security for bankers, and some non-bankers via hardware token, software token (smartphone app), or SMS
Efficiently used the software application BMC Remedy to track and create tickets daily
Worked with executive level bank representatives in assistance with password security

Confidential, Washington D.C.

Desktop Support Technician

Responsibilities:

Imaged Lenovo laptops, and set up workstations neatly so that the new attorneys and partners of the firm can efficiently complete their work
Provided strong, proactive solutions to questions that were posed by the attorneys and partners, creating a relationship and a sense of reliability
Used the software application Sim Track to keep track of assets as well as terminations and new hires
Identified and replaced the defective parts on Lenovo laptops so that there are backup laptops available
Worked one on one with the Heads of the company (Mr. Boggs and other initial lawyers) to get their computer issues resolved

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Senior Computer Specialist Tech Tier Ii Resume

Washington D, C

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