Service Desk Technician Resume Washington, DC - Hire IT People

SUMMARY:

Help desk technician with excellent skills in communicating with users and executives via phone and email, and extensive experience with ticketing systems, system administration, Citrix, Active Directory, and general software, hardware, and network troubleshooting.

TECHNICAL SKILLS:

Software: Microsoft Word, Excel, Powerpoint, AD Manager, Active Directory, VMware, SAP, PuTTY, Hyperion, Citrix XenApp, SalesForce, Office 365, Remedy, Exchange.

Hardware: Can repair and upgrade Windows computers.

Operating Systems: Windows 98/XP/2003/2008/Vista/7/8/10.

Other: Can troubleshoot Microsoft Word, Excel, Powerpoint, and Outlook. Can troubleshoot network and printer errors. Can type at 85 words per minute. Excellent phone presence. Understanding of both iOS and Android mobile platforms.

EXPERIENCE:

Service Desk Technician

Confidential, Washington, DC

Responsibilities:

Create, update, and find resolutions to tickets in Remedy by communicating with customers over email and by phone, utilizing SCCM remote assistance as necessary.
Communicate with various employees and contractors for the Confidential to resolve basic service desk issues, reset passwords, troubleshoot mobile devices and computer issues, escalate tickets as necessary, and follow up on existing tickets as requested by the customer.
Accurately and efficiently file reports for lost or stole devices as they are reported by Treasury employees.
Assign electronic tokens to customer’s phones for VPN access, or on a temporary basis.
Guide customers through various computer or mobile device processes, including correcting Outlook issues, password resets and updates, accessing DORA VPN, mapping shared drives and printers, and correcting network issues.
Create and update permissions for generic mailboxes, distribution lists, and user mailboxes in Exchange.
Assist with queue management for the service desk team by assigning tickets to team members, following up on aging tickets, and resolving unassigned tickets as needed.

Access Control Analyst

Confidential, New York, NY

Responsibilities:

Accurately create, update, and process tickets in Salesforce; company onboards and offboards also processed through Salesforce.
Update, move, and create users, as well as assign VPN access to users within Active Directory via Quest Defender plugin.
Converse with over 100,000 global users and executives via email and phone to update them on tickets or gather extra information in order to successfully process their requests.
Train newly hired service desk analysts on proper procedure, providing tutorials and engaging in face - to-face sessions to ensure all assigned tasks are understood and can be completed successfully.
Process numerous help desk requests, including mailbox issues, application errors, Salesforce form errors, VPN and mobile device disruptions, and device purchasing requests, escalating tickets as necessary and contacting appropriate teams for follow-ups and ticket closure.
Investigate past tickets, including onboarding and offboarding requests, as necessary in preparation for company audits to ensure all requests had been properly approved and processed as required by SOX standards.
Create, update, and administrate mailboxes via Office 365’s admin panel and exchange panel.

Student Technology Mentor

Confidential, Long Island City, NY

Responsibilities:

Tutored users on how to use the college’s BlackBoard website, Microsoft Office, and Adobe products, as well as how to create online portfolios through the college’s ePortfolio website and record audio/video on both PC and Mac computers.
Conducted troubleshooting for network connection difficulties, printer driver errors, software errors within Microsoft Office and Adobe software, and several college-related websites (Blackboard, ePortfolio).
Provided efficient customer service to help users through computer errors such as blue-screen errors, flash drive related problems, or file extension difficulties, on both PC and Mac computers.
Performed efficient and accurate data entry for college staff and filed sensitive paperwork.

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Service Desk Technician Resume

Washington, DC

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