Desktop Support Resume
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Mitchellville, MD
SUMMARY:
Dedicated and knowledgeable Help Desk Associate with experience in providing IT service to a variety of customers. Ability to provide exceptional customer service, troubleshoot and resolve issues, and lead teams to exceed productivity standards. Seeking a stability position to develop IT skills further while possessing an Active Public Trust Security Clearance.
AREAS OF EXPERTISE:
- Information Technology
- Customer Service
- Troubleshooting
- Software Installation
- Application Monitoring
- Strategic Thinking
- Communications
- MS Office Suite 2010
- MS Windows XP/Vista/7/10
- MS Active Directory
- Oracle Database
- Linux
- SQL
- Hardware
- Remedy
PROFESSIONAL EXPERIENCE:
Confidential, Mitchellville, MD
Desktop Support
Responsibilities:
- Manages the operations ensuring the location exceeds budgeting objectives and company standards.
- Performs PC Hardware and Software Installations in support of Executives
- Support software installations and upgrades
- Testing new operational hardware and software
- Monitor Service Ticket Queues and route priority Service Tickets accordingly
- Monitors and manages the ticketing system to ensure the prompt delivery of product to customers.
- Troubleshoot issues with network, Ethernet or wireless access
Confidential, Upper Marlboro, MD
Help Desk Associate
Responsibilities:
- Provided IT support to company staff and clients using a remedy ticketing system process.
- Created new user accounts and updated existing systems.
- Corrected MS application problems and network connectivity issues for Ethernet and wireless access.
- Identified problems which required elevation and forwarded to the appropriate tier for resolution.
- Assisted with software updates and patches.
Confidential, Capitol Heights, MD
Store Representative/Clerk
Responsibilities:
- Identified and ordered parts for prospective repairs.
- Data entry for new and existing customers
- Provided exceptional customer service by communicating with customers about their options for repairs and accurately answered their questions.
- Ensured the availability of required inventory in the shop and ordered product when required.
- Conducted repairs on cars when needed.
- Completed clerical duties as directed by management.