Tier II Technician Resume

SUMMARY:

To secure a rewarding and challenging position that will afford me the opportunity to utilize my proven skills and talents as well as provide me an opportunity for growth and development in the area of Information Technology.
Microsoft Word, Word Perfect, Effective Verbal and Written, Communication Skills, Outlook, Configuring software & hardware, Cisco software, Information systems, Installing upgrades, Active Directory, Air Watch, Troubleshooting and repair, Crystal Reports, Citrix, Customer Service, Communications Spyware, Google Chrome, VOIP Phones, Skype for Business, Remedy BMC, Salesforce, VPN, Wiki, Remedy Force, ILEADS, WALES, Active Roles, PeopleSoft, PASS, Mobility Support for iOS and Android

PROFESSIONAL EXPERIENCE:

Confidential Washington, DC

Tier II Technician

Investigates and resolves hardware, software and network issues using a web based ticketing system called Cherwell
Remotely provide hardware and software support, including the installation of new software and updates when required, across all supported sites
Disconnects old workstations, deploys the new one connecting the cables, speakers and peripherals
Works with and assist co - workers with difficult to resolve problems
Extensive knowledge of Windows operating systems, Networking, Internet Explorer, MS Office products, Active Directory, Exchange and Anti- virus software
Configures, deploy, maintain, troubleshoot and support printers, mobile devices, phones and other computer and telecommunications equipment
Creates, modifies and deletes users accounts within Active Directory
Ability to acquire and maintain a working knowledge of a wide range of applications and systems
Windows 7, Windows 8, Windows 10
Troubleshoots issues during Pre and Post Deployment Report
Maintains inventory of installed software by managing software licensing and create policies and procedures for updates
Participates in hardware and software recommended purchases
Ensure desktop, laptop and tablets interconnect seamlessly with diverse systems including file servers, email servers, computer conferencing systems, application servers and administrative systems
Assist with providing special arrangements to support VIP users including advisors of CEO, Directors, Vice President’s, senior management etc. during the deployment
Ensures all tickets are resolved and completed to the clients satisfaction
Currently possess a Public Trust Clearance ( Confidential /NIFA)

Confidential

Proprietary System Specialist 2

Troubleshot and resolves hardware, software and network issues
Logged and track calls using a web based ticketing system.
Remotely provided hardware and software support, including the installation of new software and updates when required, across all supported sites
Mapped drives to corporation resources
Created, modified and deleted users accounts within Active Directory
Troubleshot issues during Pre and Post Deployment Report
Windows 7, Windows 8, Windows 10
Troubleshot, password resets, clear profiles within Air Watch
Extensive knowledge of Windows operating systems, Networking, Internet Explorer, MS Office products, Active Directory, Exchange and Anti- virus software
Ensures all tickets are resolved and completed to the clients satisfaction

Confidential

Help Desk Tier 1

Troubleshot minor equipment malfunctions and corrects them as directed by computer operation manuals, or supervisor
Assisted co-workers with resetting, unlocking and pay questions using Peoplesoft.
Worked with and assist co-workers with difficult to resolve problems
Tier 1 contact for BMC Remedy and Remedy Force ticketing system, escalated to other tiers throughout the agencies, as needed
Provided remote helpdesk support, via phone, in person and through our ticketing system, for most issues related to desktop software, hardware and peripherals
Maintained close contact and open communication with clients until an issue has been resolved
Worked within our ticketing system to create detailed work logs and technical documentation
Remotely provide hardware and software support, including the installation of new software and updates when required, across all supported sites

Confidential

Help Desk Tier 1| Dispatcher

Interacted with customers to handle billing, service and sales aspects of the business.
Effectively communicate information such as billing, past or future payments, minimizing the need for future contacts.
Interpreted, translate, explain and provide applicable, accurate and appropriate information with respect, product services, equipment, policy and procedures, including account status, marketing promotions and campaigns, serviceability and service problems
Answer multi-line phone system further directing appropriate department.
Faxing, filing & other administrative duties assigned.
Created maintenance service tickets using ticketing system BMC Remedy, escalated to other tiers throughout the company, as needed

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