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Sr. Help Desk Tech Lead Sme Resume

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Alexandria, VA

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TECHNICAL SKILLS:

Mastered the technical skills needed to excel in today s computing environments. Qualified to effectively plan, implement, maintain and support systems with Microsoft Windows NT, Windows 2000, win7 - 10, MS DOS, Win9x, XP, Windows 7, 10 and some FTP and Back Office family of software. I am familiarity with other network operating systems including Novell, and Unix. Additional skill sets include design, assembly, setup and implantation of workstations utilizing various desktop hardware, operating systems, and peripherals with a wide array of software applications. I am A+, Sec+ CE, MTA and HDI certified. Secret Clearance

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

Sr. Help Desk Tech Lead SME

Responsibilities:

  • Lead technician for the Integrated Emergency Operation Center.
  • Responsible for opening, tracking and closing trouble tickets.
  • Ensures problem ownership and promotes end-user satisfaction.
  • Trains and tracks activities of field engineers to whom tickets are assigned.
  • Created Standard Operating Procedures for our department.

Confidential, Rockville, MD

Sr. Help Desk Tech Lead

Responsibilities:

  • Lead technician for the Integrated Emergency Operation Center.
  • Responsible for opening, tracking and closing trouble tickets.
  • Ensures problem ownership and promotes end-user satisfaction.
  • Trains and tracks activities of field engineers to who tickets were assigned.

Confidential

Sr. Help Desk Tech

Responsibilities:

  • Assists users with client issued proprietary databases, software, software configuration control and systems.
  • Proprietary system include Common Access card active client software and Cisco VPN solutions.
  • Responsible for providing basic first level telephone support to end-user community on hardware, software and network related problems, questions, and/or issues.
  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
  • Troubleshoots problems with operating systems, applications, remote access, email, and telephone and wireless issues.
  • Provides level two hands on technical support for the same.
  • Images installs software for replacement units. Setup network and local printers.

Confidential, Fairfax, VA

Network Helpdesk Administrator

Responsibilities:

  • Provide Software (COTS and in-house) and hardware user support for Confidential.
  • Creating user and computer accounts in AD.
  • User hardware and software support for desktop and laptops.
  • Configure SSL VPN for users units.
  • Lead tech in setting up new units at Confidential Center for Confidential .

Confidential, Mc Lean, Va

Lead Network Administrator

Responsibilities:

  • Supervised after hours and on call teams for large government consolidation project.
  • Provided desktop and network support for several departments.
  • Provide upgrades on XP and Office 2007 thru GPO.
  • Consolidated and updated different departments, users, computers servers thru AD, and on Citix and Virtual servers.

Confidential, Washington, DC

Computer & Network Support

Responsibilities:

  • Provide Software (COTS and in-house) and hardware user support for 3000 node government contract.
  • Antivirus server and client support with AD.
  • Provide upgrades on all from 2000 to XP and Office Server 2003.
  • Provided support for over 1000 users in a growing campus environment.

Confidential, West Chicago, IL

Computer Technician

Responsibilities:

  • Provided Technical support for users at two of Swift’s locations on contract while technicians where on vacation and at their Confidential .
  • Was asked to come back and upgrade the users to active directory, XP, Exchange, and Office 2003 from NT, 2000, and Netscape.

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