Servicedesk Engineer Resume Washington, DC - Hire IT People

SUMMARY:

2+ years of experience in Tech/Helpdesk Support both technical and management skill
Motivated individual with background in Tech Support and Helpdesk Solutions. Currently seeking to attain a position with a growing organization that fits well with my experience in tech support, tier 1 help desk, and customer service. Interested in long term opportunities, where I can bring my passion to take initiative and solve new challenges.

PROFESSIONAL EXPERIENCE:

Servicedesk Engineer

Confidential - Washington, DC

Worked through troubleshooting workflow to resolve common client issues
Actively closed tickets in accordance with help desk Service Level Agreement (SLA)
Utilized GoToAssist for remote desktop connectivity to troubleshoot and resolve customer issues
Utilized Salesforce helpdesk ticketing system to manage customer tickets through closure
Administration and maintenance of user accounts via LDAP for Microsoft Windows and Red Hat Linux
Supporting basic IT issues such as password resets, peripheral configurations, desktop/laptop/ iPad/iPhone configurations, software installations and hardware repair
Performed desktop/laptop imaging using SCCM
Mentored ServiceDesk intern with service desk best practices and SOP’s
Helped configure VMware virtual machines for software development teams
Maintained active directory domain services
Involved in migration of ticketing system from Jira ServiceDesk to Salesforce

Environment: Windows, IOS, Chrome, Jira ServiceDesk, Salesforce, GoToAssist, SCCM, VMware

Tech Support Engineer

Confidential - Arlington, Virginia

Experienced troubleshooting and configuring PCs, peripherals, and performing account management (group policy settings) with Active Directory.
Utilized Jira as helpdesk ticketing system to follow tickets from inception to closure
Administrated access to Citrix VPN and helped troubleshoot issues
Utilized LogMeIn for remote desktop connectivity in order to troubleshoot customer issues
Addressed and closed tickets within helpdesk SLA
Experienced with multiple operating systems, LAN/WAN, as well as procedural documentation.
Worked to create and document new remediation & solutions for emerging issues
Provided support on configuration and troubleshooting issues on PC, laptop, printers, tablets
Provided effective and timely communication to support teams

Environment: Windows, Chrome, LogMeIn, Citrix, Active Directory, MS office, Jira

Customer Service

Confidential

Worked alongside staff to discuss and implement best practices and exceed team objectives.
Solved and identified any complex issues that impacted management.
Maintained positive relationships with all customers.
Handled customer requests through resolution