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Freelance Technical Support Resume

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Alexandria, VA

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EXPERIENCE SUMMARY:

Microsoft SCCM Knowledge, Extensive experience in a Technical Support position, Able to utilize communication and customer service skills for effective problem solving with users of all confidence levels. Extensive experience troubleshooting hardware and software issues using Remedy ticketing software tool

TECHNICAL SKILLS:

Applications: CDA, Confidential, Remedy, Lotus Notes R5+, MS - Office 2010, IE 9.0+, Mozilla Firefox 45.0+, Dameware, Goverlan, Blackberry, Android

Operating Systems: Windows 7, Windows 8, Windows 10, Windows Server 2008, 2010, Blackberry, Android

Hardware: Dell and all IBM-compatible desktops, laptops, servers and printers, HP/Xerox Inkjet/LaserJet printers

Networking: Windows Server 2008+, DHCP, TCP/IP, Citrix, Outlook Exchange, Marimba, Active Directory, LAN/WAN, SCCM 2007, xVNC Virtual Network

EMPLOYMENT EXPERIENCE:

Confidential, Alexandria, VA

Freelance Technical Support

Responsibilities:

  • Provide support to random private clients for iPhone and Android mobile phones. Provide IT support to Windows 7, 10 computers for private clients as a Freelance tech.
  • Troubleshoot local and network printers for clients.
  • Provide training for Windows 10 comfort for clients who upgraded from Windows 7.
  • Provide data restoration service for clients with hard drive failures using data recovery software.
  • Provided consultation for clients who were interested in starting a career in IT.

Confidential, Ft. Belvoir, VA

Tier III Help Desk Technician

Responsibilities:

  • Primary technician for clinical support in one of five buildings, able to maintain minimal downtime for all staff members including Military, Civilian and Contractor.
  • Worked with SCCM 2007 for imaging workstations. Supported MS Office 2010 applications. Obtained CompTIA Security+ CE certificate to comply with DoD 8570 requirements.
  • Was the go-to person for personnel IT questions.
  • Provided guidance and training to newly hired technicians. Provided assistance with clinical system refresh project.

Confidential, Ft. Belvoir, VA

Tier 2.5 Desk-Side Support Technician

Responsibilities:

  • Imaged workstations through SCCM 2012.
  • Worked with staff Supply Confidential to maintain 100% IT inventory using ECN numbers.
  • Configured new dental clinic, deploying, imaging and networking over 100 devices prior to opening.
  • New dental clinic was able to open months ahead of schedule.
  • Deployed and imaged new workstations in new clinic with a unique naming convention.
  • Created 6 new network print queues throughout the clinic for all personnel to be able to use.
  • Deployed Kodak image sensors to 40 dental Operatory rooms.
  • Configured and Administered Confidential server for clinical use on Windows Server 2008.
  • Created detailed Excel spreadsheet to document all IT equipment in the new clinic.
  • Created SOP documents for setup and configuration of custom applications and software for other IT personnel.
  • Worked with custom software vendor for updates and configuration of Dolphin software.

Confidential, Arlington, VA

Tier II Desk-side Support Technician

Responsibilities:

  • Provided Break/Fix support for the Office of the Secretary of Defense at Confidential .
  • Provided remote IT support for various customers including military, Civilian and Contractor status using DameWare. Worked with Active Directory for Windows XP and 7.
  • Supported MS Office 2003, 2007 and 2010 applications.
  • Imaged OSD workstations and laptops from imaging server System Center.

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