Service Desk Technician Resume Bethesda, Maryland - Hire IT People

TECHNOLOGY:

CompTIA A + (220 - 701) > Microsoft Certified Professional (Windows 2000 Professional 70-210) > Microsoft Certified Professional (SQL Server 2000 (70-229) > ITIL Desktop Support Technician (HDI) > SQL Programming (NVCC) > Network Administration (MCSA, Stratford College, Falls Church Virginia) > Liberal Studies, Southeastern University, Washington D.C. (College Course Work Completed) > Electrical Wiring, Potomac Job Corps, Washington D.C.

PROFESSIONAL HISTORY:

Service Desk Technician

Confidential, Bethesda, Maryland

Responsibilities:

Tier 3 technical support for federal employees with a primary focus on senior management of the institute.
Provide assistance in the areas of video conferencing > new hire setups/training > imaging systems > remote support for teleworkers Cisco VoIP and Polycom phones follow SOP’s contribute to documentation meeting support using WebEx, Tanburg, Crestron and click share.
In a mixed environment of Windows 7, Windows 10 and macOS Sierra.

Technical Support Specialist

Confidential, Maryland

Responsibilities:

Tier 3 on-site and remote client support for several small businesses throughout the Washington Confidential
Travel to several offices with personal vehicle answer calls when needed
Follow up and train customers on best practices
Contact internet service providers during outages.

Technologies: Spice Works (ticketing system) > Log Me In and Zoho Assist (remote assistance) > ESET Antivirus > Open VPN > Refelxion (Spam Management) > CrashPlan Cloud Backup > Microsoft Active Directory / Exchange / Office 365 / Windows (Clients may have XP, 7 Pro, 8.1, Windows 10, Mac OS X El Capitan and Sierra) > Samsung / Apple Smart Phones > Maas360 Mobile Device Management > Network / Personal Printers > Wireless Access Point Management with EnGenius > Netgate pfSense Security Gateway (Firewall)

Business Technology Support Specialist

Confidential, Hyattsville, Maryland

Responsibilities:

Business technology support for a food distribution company
Export data from FleetTrack into excel for weekly driver reports (provide for finance and transportation teams) create barcodes for scanning products using Bartender remote assistance for sales reps asset management
New hire setups administration of driver and warehouse Motorola Symbol MC9090/MC9091 models file/print and fax servers

Technologies: BMC Remedy (ticket/work-order management) > Bomgar (remote assistance) > Barracuda Networks (spam management) > Mitel MiVoice (digital phone system) > support internal CRM application (create accounts > grant permissions > troubleshoot connection issues)

Desktop Administrator/Team Lead

Confidential, Arlington, Virginia

Responsibilities:

Primary contact for executives and in-house staff (I had one tier 1 report, and we assisted 250 internal and remote employees) new hire setup (PC > Mac > VoIP phone system >smart phones > tablets > user accounts > e-mail) > on-call (1 week rotation 24/7) travel with executives for off-site events > multi-function printers

Technologies: Cherwell/ZenDesk/Track It (ticket/work-order management) > Google Apps (e-mail, cloud storage) > Cisco Call Manger and Unity > Polycom HDX > People + Content > Tanburg > Google Hangout > Skype (video conferencing) > LANDesk and DeployStudio (system imaging) > Bomgar (remote assistance) > Asset Lifecycle asset management (inventory of devices) > Centrify (integrate macs on windows network) > Dell Data Protection (device encryption > Maas360 (mobile device management) > Microsoft Active Directory / Exchange (we eventually changed to google apps for email and storage

Computer Operator / Data Analyst

Confidential, Washington, DC

Responsibilities:

Business technology solutions for a retail distribution company data manipulation/analysis using Microsoft Excel, Access and SQL
Create financial reports, invoices and tie-line pick sheets
Create barcodes for buy-back and returned products
Update in-house applications in remote offices > tape backups new hire setup (accounts and systems)

Technologies: Log Me In > Google Apps > SQL Server > Microsoft Excel/Access > Blue Vista > Cisco VPN

Desktop Support Technician

Confidential, Silver Spring, Maryland

Responsibilities:

Remote and in-house technical support at a healthcare company (roughly 1500 employees) > imaging computers new hire setup > video conferencing > answer helpdesk calls > supporting executives > data center management (server builds > hardware installs > power management > over-see network tape backups

Technologies: Citrix > Microsoft Active Directory / Exchange > Symantec Ghost > Barracuda > Veritas Backup Exec > Intuit Track It > Log Me In

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Service Desk Technician Resume

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