Desktop Support Resume Arlington, VA - Hire IT People

OVERVIEW OF EXPERTISE:

Active Directory - Remedy - Anti-virus Software - SharePoint 2010 - Office 365 - SCCM - Cabling - BitLocker - Windows 7/8/10 - IBM Big Fix - SalesForce – Microsoft Office 2013/2016 – Active Roles Web Interface – Office 365 – VOIP – Application support – Dame Ware – PC Break fix – VPN – PowerShell – VTC – Remote desktop – Office 356 – DNS – DHCP – Group Policy – TCP/IP – Citrix – Skype – Microsoft Surface Pro

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support, Arlington, VA

Responsibilities:

Provide Tier II/III service support to customers in person and over the phone with no direct oversight
Perform Active Directory administration, account creation and management, resetting passwords and group policy creation
Provide password recovery for encrypted devices
Perform system backups and recovery
Maintenance and patch management of all computers, servers and network hardware (including installing windows updates and anti-virus definitions)
Ensure desktops; laptops; servers and peripheral equipment are appropriately reliable, accountable, and installed in accordance with DOD standard
Maintain and troubleshoot network printers
Support audio and video equipment for conference rooms
Manage and maintain standardized Organizational Units (OU) in Active Directory

Confidential

Windows 10 Migration Technician, Pentagon, DC

Responsibilities:

Provided second level support for upgrading Windows 10 platforms
Imagined all devices (desktops, laptops, Microsoft Surface Pro) with DOD approved windows 10 image
Created/managed user accounts, security groups, and assigning permissions in Active directory; Administered move/add/change request
Ensured all devices are user friendly and have no technical difficulties
Responsible for configuration and distribution of equipment when needed
Performed admin task such as moving, adding and making changes as needed
Conducted surveys on performance of devices and Windows 10 functioning platform
Replaced and or repaired all damage device counterparts such as drives, fans and keyboards etc.

Confidential

Desktop Support, Pentagon, DC

Responsibilities:

Managed Active Directory by assigning user rights, group rights, managing security logs and creating User Accounts
Logged and updated Tickets in Remedy in timely manner. Perform onsite analysis, diagnosis, and resolution of complex issues
Manage the deployment of security updates and operating system images using IBM BigFix, Microsoft System Center Configuration Manager (SCCM) and other network solutions.
Conducted VOIP phone and VTC setup
Imaged laptop/desktop and provide enterprise software support on Windows 7 and 10

Confidential

Helpdesk Specialist

Responsibilities:

Responded to desktop support tickets by phone, email, live chat or WebEx by troubleshooting and resolving tickets
Provided customers with information on available upgrades and ensured that they were kept updates about technical specifications
Assisted walk-in customers with their problems, including handling installations and upgrades, and software and hardware configurations
Provided solutions to password resets, user account maintenance, and basic trouble shooting of main web browser platforms

Confidential

Desktop Support Technician, Washington, DC

Responsibilities:

Successfully troubleshot and resolved end-user complications through research and effective follow up practices
Served as initial point of contact for customer inquiries, solved technical issues and escalated issues to appropriate support personnel
Provided exceptional service for multiple end users daily through assigned ticketing system
Administrative duties included creating/modifying user accounts and resetting passwords
Provided support for Blackberry, Android, and IOS devices including activations, troubleshooting and training for end users

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Desktop Support Resume

Arlington, VA

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