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It Support Specialist Resume

Washington, DC


Software:: Microsoft Office 2010, 2016 (Excel, PowerPoint, Word); Windows 7, 8.1,10; Norton Ghost; installing drivers; blogs, and wikis; basic understanding of database and SQL

Hardware:: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; BlackBerry configuration

Networking: Networking experience (running cables, troubleshooting connections, activating ports, basic router configuration, switches, Wi - Fi router)

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

Certification(s): MOS Outlook 2010, Windows Server Admin Fundamentals 98-365


Confidential Washington, DC

IT Support Specialist

  • Install personal computers, software, and peripheral equipment; provide standardized desktop and laptop images on all site computers; ensure staff adheres to IT policies and procedures.
  • Test software and hardware to evaluate ease of use and to determine if product will strengthen CAQ-wide operations.
  • Maintain asset database on a regular basis and assist in audits of database as needed .
  • Manage meeting/conference support for the conferencing equipment including video conferences, audio bridge conferences, WebEx, and combinations thereof, as needed.
  • Research, resolve and follow-up on routine user problems
  • Put together IT documents for the organization
  • Work with Microsoft Exchange Admin, creating and editing distribution lists, creating email accounts and managing contacts
  • Work with and troubleshoot Microsoft Outlook 2016, Office 365 and Skype For Business 2016
  • Work with and troubleshoot One Drive cloud storage software
  • Manage and trouble shoot Xerox and HP printers both local and network
  • Create user accounts for new hires using Active Directory
  • Trouble Shoot Cisco Anyconnect Secure Mobility Client VPN software
  • Set up desk phones using XO communications to add phone numbers to phones and add soft phone software to workstation
  • Experience managing IT inventory for the organization
  • Work with Reflexion to manage Firewall for the organization
  • Experience building and maintaining Virtual Machines in test environment

Confidential, Silver Spring, MD

Help Desk Analyst

  • Communicate with over 60 users each day through calls and emails tickets and solve 90% of tickets each day
  • Use remote software CM12 to remote into users laptops and desktops and Install drivers, software, applications and fix general problems
  • Work with the ticketing programs HP Service Manager and Service Now to document, submit and close tickets
  • User Active Directory to look up users, change windows passwords, and change general account information
  • Work with printers, blackberries and I also map share drives and Microsoft Applications
  • Work with and troubleshoot Microsoft Outlook, Word, Excel and Lync 2010

Confidential, Washington, DC

IT Technician

  • Hogan Lovell’s is a international Law Firm with more then 40 offices nation wide
  • Work with the program Altris to view, I document the resolution and close tickets. Resolved an average of seven tickets per day.
  • Work with Network Admins and Network Technicians.
  • Work with docking stations, printers, PC's, and LAD's.
  • Re-imaged 5 PC's a day with Symantec Ghost to keep PC's ready in case I have to replace a damaged PC.
  • Transfer data between two PC’s using the program called The Wizard.

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