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Deskside Support Technician Resume

Washington, DC

SUMMARY:

Skilled in installing, repairing and troubleshooting computer hardware and peripherals. Works well independently, or in a group setting providing all facets of computer support. Working knowledge of networking devices and printers. Knowledge and understanding of numerous software packages and operating systems. Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results. Excellent analytical and problem solving skills.

TECHNICAL SKILLS:

Skills: Asset Management - Active Directory - Windows Server 2008/2012 - Checkpoint Endpoint Security - GFI MailArchiver - Microsoft System Center - Efax - Adobe Acrobat Professional - SharePoint 2010 - Outlook 2010 - MS Office 2007/2010 - IE7/8/9/10/11 - Google Chrome - Firefox -TCP/IP - Networking - Remedy - Office 365 - Spiceworks - ITWorks - ServiceNow - Imaging - Dameware - ActivClient Agent - Odyssey Access Client - Juniper Network Connect - DHCP - Smart Card Authentication - SCCM - Citrix - Agresso Self Service - Footprints ticketing system. Familiar with Mac OS and Windows 7, 8 and 10 Operating Systems.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Deskside Support Technician

Responsibilities:

  • Troubleshoot HP/Dell hardware
  • Installed and supported new devices along with accompanying software
  • Performed routine diagnostics and maintenance with Windows 7 and 10
  • Performed network support and troubleshooting duties
  • Coordinated with vendors when necessary
  • Imaged computers with Windows 7/10 and other relevant software
  • Joined new PC clients to company domain offline and installed Checkpoint Endpoint Security so users will be able to access company resources via VPN.

Confidential, Falls Church, VA

Deskside Support Technician

Responsibilities:

  • Installed and supported new devices along with accompanying software
  • Coordinated the repair of military personnel’s laptop computers
  • Performed routine diagnostics and maintenance with Windows 7 and 10 and tested new releases
  • Installed and configured device operating systems, applications and other supported software packages
  • Performed network support and troubleshooting duties
  • Provided consultation and/or to incoming technicians on the operation of technology equipment and software packages and with resolving device related problems
  • Coordinated with vendors when necessary
  • Profiled BlackBerry mobile devices via Blackberry Enterprise Server for Outlook
  • Updated/Created internal supported system documentation

Confidential, Falls Church, VA

Help Desk Specialist

Responsibilities:

  • Installed software, modified and repaired hardware and resolved technical issues
  • Communicated effectively with all levels of customers including government employees and contractors
  • Ensured that Remedy tickets are resolved and completed to the client’s satisfaction
  • Perform tech refreshes for clients with expired warranties
  • Create end user mailboxes, distribution list, and public calendars via Microsoft Exchange
  • Recover end user smart card s via secured DoD web portal
  • Create, delete and modify user accounts on Confidential network via Active Directory
  • Mapped clients to network or local/network printers and drives
  • Troubleshot BSOD, printer, monitor/peripherals, and network related problems
  • Troubleshot hard wired, wireless and remote network connectivity for users
  • Used Enterprise Infrastructure Repair and Update Tool to update software and anti-virus system
  • Used DameWare to remote in to clients machine to run diagnostics and support users with technological issues that they are experiencing
  • Assisted clients connect to Juniper, Cisco (VPN)

Confidential, Crystal City, VA

Technical Support Intern

Responsibilities:

  • Monitored support request and help route to the appropriate technicians
  • Utilized the LogMeIn Rescue Technician Console to install Office 365 software onto over 70 remote users around the world
  • Mapped printers and network drives
  • Downloaded and installed device drivers for over 50 end users.
  • Utilized Cisco’s Any Connect VPN client to tunnel users back to CI’s network to map network drives
  • Imaged computers with Windows 7 Enterprise and other relevant software for over 50 users
  • Computer and system rebuild and set ups on end users’ desk
  • Troubleshoot Google apps related issues for Email and Calendar Management for over 350 users
  • Work with service desk team to install applications for the end users upon request
  • Worked with the Service Desk team on their new service log project
  • Assisted clients with creating user accounts and password reset

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