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Helpdesk Support Technician Resume

Springfield, VA

SUMMARY:

  • Highly motivated and detail oriented individual who excels at problem solving and troubleshooting, including the ability to effectively analyze and implement solutions to both hardware and software issues.
  • Quick learner with a strong desire for self - improvement, including willingness to self-teach or be taught.
  • Dynamic communication skills to build client- technician relationships, including years of customer service related experience.

AREAS OF EXPERTISE INCLUDE:

  • In depth PC hardware knowledge Android, iOS TCP/IP Addressing
  • Router/ Firewall configuration Windows, Linux, MacOS
  • Security audit/configuration
  • Printer configuration Microsoft Office Suite
  • Troubleshooting Hardware/Software

PROFESSIONAL EXPERIENCE:

Confidential, SPRINGFIELD, VA

Helpdesk Support Technician

Responsibilities:

  • Used Active Directory to administer domains, update and change authentication information, and apply group permissions.
  • Diagnosed software and hardware issues and implement solutions as needed.
  • Accessed client systems through remote desktop protocol to troubleshoot and address issues.
  • Deployed and manage group policy updates in multi domain environment.
  • Deployed Windows 10/7 security patches and software updates to remediate security vulnerabilities.
  • Troubleshoot Microsoft Office Suite and various other software programs deployed across enterprise.
  • Troubleshoot mobile devices and multi - function laser printers, plotters, scanners, copiers and other hardware devices.
  • Kept detailed logs of troubleshooting issues and steps to resolution.
  • Worked with vendors to troubleshoot hardware and software issues.
  • Provide detailed synopsis of issues encountered and proactively ensure vendor provided solutions are tested and implemented in a timely manner.

Confidential, Washington, DC

Helpdesk Support Technician

Responsibilities:

  • Worked directly with clients to troubleshoot, diagnose, and implement solutions for both hardware and software.
  • Upgraded client workstations from Windows 7 to Windows 10.
  • Deployed new Windows 10 workstations, installed and configured new client software on new workstations.
  • Identified and resolved hardware and software compatibility issues related to Windows 10 migration.
  • Used RDP to connect to client s workstation and provide support.
  • Provided feedback to software vendors related to Windows 10 compatibility issues across network.
  • Identified and resolved security issues with Windows 10 migration.
  • Created and tested multiple Windows 10 images to be deployed across enterprise.

Confidential, McAllen, TX

Helpdesk Support Technician

Responsibilities:

  • Remotely worked with clients to troubleshoot, diagnose, and implement solutions for both hardware and software.
  • Utilized RDP to run diagnostic programs to troubleshoot and resolve user issues.
  • Worked over the phone with clients to troubleshoot hardware and software issues.
  • Utilized task scheduler on Windows 2008 servers to automate clean - up of large log files.
  • Manned helpdesk and took helpdesk related calls.
  • Performed health checks periodically on client computers.

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