Desktop Support Specialist Resume Bethesda, MD - Hire IT People

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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Desktop Support Specialist Resume

Bethesda, MD

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