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Desktop Support Specialist Resume

Bethesda, MD

SUMMARY:

  • 4 years of experience in IT related work experience.
  • Provide resolution to network, modems, printers, hard drives, memory cards, USB products, FireWire, and wireless issues.
  • Languages - English, Hindi, Bangali
  • MS Window XP Professional, 2000, 2003, 2007, Windows Vista, Windows 10
  • MS Office suite (MS Word, Excel, Access and Outlook.)
  • Experience Numara Track-It and Remedy ticketing system
  • Experienced with Active Directory
  • Hardware/Software Troubleshooting
  • Technical/End User Support
  • 43 WPM
  • Capable of troubleshooting Network issues
  • Excellent written and oral communication skills in Technical and training fields.

PROFESSIONAL EXPERIENCE:

Confidential - Bethesda, MD

Desktop Support Specialist

  • Provide Help Desk (Tier 1 and 2) support for internal staff, Responds to user requests, and resolves technical problems by telephone and email in support of customer computer hardware, software, Blackberries, network, and telecommunications systems.
  • Provides in-person and desk-side support when required. Diagnoses, identifies, isolates and analyzes problems based on experience, procedural documentation, and historical records.
  • Escalates incidents / queries to Tier-2 personnel when appropriate. Maintains and updates oftrouble-ticket records and tracking databases.
  • Alerts management to recurring problems and patterns of problems, and observed security issues.
  • LogMeIn Rescue for remote access support.
  • Used Sophos Safeguard application data security solution that uses a policy-based encryption for end users protection.
  • I have used Numara Track-It ticketing system
  • Computer Migration Project reporting directly to to the IT manager. Which after I would give a weekly report to my Help Desk Manger for review of the Projects progress. We Upgraded the Company form Windows XP to Windows 7 (600pc, 5 months project).
  • Numara Track-It Technician Client application used as the ticketing system.
  • Created Images using Symantec Ghost Casting Software.
  • Network Access Control and Enterasys.
  • Cyber scrub used this application to do DOD standard scrubbing to PC’s and Laptop.
  • Created, tested, and managed desktop Image standards.
  • Trouble shooting any software issues with OS XP, Vista and Windows7.
  • Supported end-users via phone, email and onsite regarding technical issue.
  • Supported Microsoft Office, Norton and plant-specific applications Analyze and resolve connectivity issues - LAN, VPN, and Wireless.
  • Trouble shooting any virus with Norton Antivirus.
  • Supported users with troubleshooting MS Outlook, enable items, retreated corrupted PST folders, email account, calendar appointments and updated security patches.
  • Strong knowledge with Active Directory creating Network ID and Password, Expanding email box,

Confidential - McLane, VA

Support specialist

  • Provide Help Desk (Tier 1 and Tier 2) support for internal staff.
  • Proactively monitor all systems to ensure optimal uptime and security are maintained including investigation, resolution, and explanation of user related issues.
  • Working in mixed mode environments with several operating systems.
  • Imaging PC with an external HD and trough the Network.
  • Setting up conference calls for meeting.
  • Setting up Encrypted Emails for PC, Mac, and smart phone users.
  • Creating new user accounts for PC and Mac users.
  • Identifies, evaluates, and recommends new products, technologies, roadmaps and strategies.
  • Works with Vendors to analyze and troubleshoot solutions.
  • Have ability to maintained good relationship with end users and co-workers.
  • Performed both hardware and software installations for Dell products while doing major PC rollout.
  • Providing desktop/laptop and applications support on Windows XP professional HP, Dell and IBM PC's for hardware/software problem resolution including network connectivity, software imaging application installation and configuration for end users.
  • Supporting 24 calls a day to all computers related issues as well as software and hardware related problems for approximately 400 users.
  • MS Office Suite 2010, 2007 and Vista
  • Monitored the Help Desk Ticketing System remedy as part of our SLA and metrics system. authorize users with different network drives.
  • Remotely resolve client issues using team viewer.
  • Trained users’ applications such as Excel, Outlook, Access, InfoPath, Visio, OneNote, and Publisher.
  • Helped users in outlook creating PST folders, signatures, customize folders.
  • Replaced any broken or damaged Hardware.
  • Performed Software Installations, maintenance and troubleshooting.
  • Supported users troubleshooting and repairing network connectivity, network access connectivity issues.
  • Remote Desktop support application to support users remotely.

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