Help Desk Specialist Resume Columbia MD - Hire IT People

SUMMARY:

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquire skills within an Information Technology role. Work well independently, or in a group setting providing all facets of computer desktop support such as Installing, Configuring, troubleshooting, and maintaining. Great knowledge and understanding of numerous software packages and operating systems. An Individual who is always Punctual, Reliable, and Skilled in providing extraordinary Customer and End - User Support.

TECHNICAL SKILLS:

Microsoft Office: (2010,2011,2013), Microsoft Lync (2011,2013), Java 7/8, Citrix, VPN, Windows 7, Windows XP, Windows 8, Mac OS, minor Linux & Unix, Active Directory, Casper, Ghost, Mac Remote Access Tool, Bomgar, Remedy, Heat, SCCM. Salesforce, JIRA

Hardware: IBM compatible PCs, Monitors, Graphic Cards, Hard Drives, CPU, Docking stations, Ethernet, Mac dongle adapters/Splitters, Windows Adapters/Splitters, Video & Sound Cards, CD-ROM Drives, Printers, Mouse, Keyboards.

PROFESSIONAL EXPERIENCE:

Confidential, Columbia, MD

Help Desk Specialist

Provide professional friendly and helpful customer service as a point of contact.
Provide software technical support to end-user
Provide phone support to desktop and laptop customers in house and remotely.
Assist the client in resolving laptop computer related and networking issues.
Maintain working knowledge of product and/or services.
Prepare reports and correspondence as needed.
Enter incidents and request accurately into ticketing system.
Perform projects and duties as assigned by supervisor.
Troubleshoot problem areas in a timely and accurate fashion.
Inform and educate end users by explaining procedures: answering question; providing information.

Confidential, Washington DC,

Desktop Support Analyst

Install, maintain and troubleshoot Microsoft Windows and Apple Mac OS desktop, Laptops, and Tablets.
Support, troubleshoot, and maintain users Mobile Devices (Blackberry and IPhone).
Reimaging, Ghosting, and Backup systems then adding them back to the domain.
Set up, Maintain and Troubleshoot printers, scanners, and fax Machines.
Activate and Configure Switches, Ports, and Routers in the LAN closet.
Perform troubleshooting to isolate and diagnose common system problems with users PC.
Setup and Support Video Teleconferences, Gotomeetings, and Lync Meetings in Conference rooms using monitors, Projectors, Podiums, and room configured Tablets.
Create and descriptively Document issue resolution using the Remedy ticketing system.
Utilize Active Directory to Manage User, Network, and Administrative accounts and groups.
Clearly communicated technical concepts to non-technical end users, and also maintain excellent communication with other members of the technology department.
Install and configure Numerous Software’s.
Executed assigned tasks and Projects as assigned by the Technology Director

Confidential, Salisbury, MD

Help Desk Specialist Intern

Provided computer help desk support via telephone communications with end-users.
Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions using Remedy Ticketing System, and maintain equipment inventory lists.
Provided computer help desk support and technical training on hardware/software to end-users.
Documented help tickets/resolutions, and provided overall assistance in daily administration of a Novell Netware 4. 11 Network.
Reset User Passwords, as well as Add/Remove Users from the System using Active Directory.
Performed set-up, breakdown, and transport of agency equipment on an as needed basis.
Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines.
Norton Antivirus, network connectivity (Local and Wide Area Network). Internet connectivity and application support. Initiate, escalate and resolve problem tickets/requests.

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Help Desk Specialist Resume

Columbia, MD

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