DESKTOP Engineer Resume

SUMMARY:

To be a vital, reliable, and knowledgeable asset to my place of employment.

PROFESSIONAL EXPERIENCE:

Confidential

DESKTOP Engineer

Supported about 500 users in a Windows XP, Windows 7, Windows 8 and Windows 10 environment
Created and deleted user accounts, password resets, adding individuals to groups that are already created.
Troubleshooted issues using
Remedy ticket based system.
Worked on Windows 7 and 10 deployment team using SMMS for deployment updates.
Imaged systems as needed using Ghost and Microsoft SCCM
Supported overnight NOC users

Environment: al Protection Agency EPA CRYSTAL CITY

Confidential

DESKTOP Engineer

Supported 300 users remote and deskside customers in a Windows XP, Vista, and Windows 7 environment
Troubleshooted issues using Remedy ticket based system.
Creating and deleting email and user accounts, password resets, adding individuals to groups and distribution list that have already created
Imaged systems as needed using Ghost server.

Confidential

DESKTOP Engineer

Supported customers in a Windows XP, Vista, and Windows 7 environment
Troubleshooted issues using Remedy ticket based system.
Investigated issues reported by customers and dealers in a timely and efficient manner in a metric based environment
Supervised 3 to 5 man teams of techs daily

Confidential

DESKTOP SUPPORT / PRINTER SYSTEM ADMIN

Supported customers in a Windows XP, Vista, and Windows 7 environment
Troubleshooted issues using Remedy ticket based system.
Investigated issues reported by customers and dealers in a timely and efficient manner in a metric based environment
Maintained 10 unclassed printer servers and 3 secret class servers
Created new print queues supporting RICOH and HP network and local printers
Trained other new printer admin techs

Confidential

Sr. Helpdesk Tech / System Administrator

Troubleshoot Microsoft Office, Adobe, Oracle, Citrix, and Proprietary software that the agency acquired in a Windows XP, Vista, and 7 environments.
Monitor helpdesk calls and tickets using Heat and Service Desk
Imaged systems using Symantec Ghost
Supported Blackberry’s 8320's,8700,Bold’s, and Torch
Created, unlocked, and maintained user accounts in Active Directory
Set group privileges in Active Directory
Setup AV presentations
Update and Upgrade all travel Netbooks and Laptops
Patch network ports in offices
Setup Video Teleconferences
Installed Cisco VoIP phones

Confidential, New Carrollton, MD

Sr. Help desk Tech / System Administrator

75% desk side support 25% phone support
Troubleshooted Microsoft and other proprietary software issues
Troubleshooted hardware issues on Dell desk and Laptop systems
Helpdesk monitored using REMEDY

TECHNICAL SKILLS

Hardware: Dell, HP, and most Windows based systems. Some Mac systems. RSA tokens. HP, Xerox, Lexmark, and Konica local and network printers. Cisco Catalyst switches. Cisco IP Phones (7969). Multiple Blackberry model phones. Benq, Viewsonic, and Intouch AV projectors.

Software: Office 97 thru 2016. Multiple Oracle products. Altiris IT Management Suite .CA Service Desk, Heat, and Remedy ticketing systems. Adobe products. Symantec Endpoint protection, McAfee and most enterprise virus software. HP web jet admin. Blackberry Desktop. SMS and Ultra VNC.

Operating Systems: Windows NT 4 thru Windows 10. Some Mac OS . Some Linux Ubuntu.

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