Lead Tier II Desktop support technician Resume Beltsville, MD - Hire IT People

SUMMARY:

To secure a position that will utilize my skills and knowledge, and enable me additional opportunities for growth in computer technology and customer service.

PROFESSIONAL EXPERIENCE:

Confidential - Beltsville, MD

Lead Tier II Desktop support technician

Installed software, modified and repaired hardware and resolved technical issues.
Used ticketing systems to manage and process actions taken.
Assist the Systems Administrator as needed
Setup and configure printers using both DHCP and static IP.
Delegate duties and assigned tickets to Desktop technicians
Re-imaged machines using Altiris and manually
Setup, configured and deployed laptop locally and remote.
Traveled internationally to customer sites and setup network as needed
Installed and configured wireless networking equipment.
Configured mobile devices to work with exchange server.
Encrypt PC using Bitlocker and Checkpoint encryption.
Provide excellent customer service to customers and VIP users.
Setup AV equipment and video conferencing.
Setup and manage Office 365 accounts.
Used GoToAssist, PC anywhere, Remote desktop connection and Skype to troubleshoot and fix issues remotely
Setup and configured Cisco IP phones (VOIP) and softphone
Setup two-factor authentication.
Program and setup Cisco IP phones and soft phone

Confidential - Mclean, VA

Tier II / Mac Technician

Responsible for delivering support through telephone, desk-site visits and email.
Responsible for troubleshooting, installation, configuration and repairing computer systems.
Work as Technical liaison to vendor clients in relation to remote access.
Monitor team members assigned task to ensure SLA’s were adhered to.
Troubleshoot issues that deal with networking including but not limited to; Exchange/Outlook, Citrix/Windows Terminal Server, Juniper Networks, ACE(AIX)/Radius Server, and Cisco VPN.
Evaluate training needs for team members and user community.
Evaluate hardware and software life cycles and made recommendations for new technology that would help maintain InfoSec policies and guidelines.
Help provide training and documentation for transition to ITHelpDesk.

Confidential, Mclean, VA

Remote Access Analyst/Desktop Support

Provide tier2 support for all hardware, software, and remote access issues.
Participate where needed on Global and Regional remote access projects.
Provide beta testing for new software prior to release to user community.
Troubleshoot issues that requires the use of Citrix, ACE (AIX)/Radius Server,and Juniper Networks.
Escalation point for customers with issues pertaining to mission travel and remote access.
Perform system maintenance and preparation for staff members systems prior to their travel, ensuring that their system was working optimally while accessing the IMF network remotely.
Perform Windows systems administration support for Windows XP, Vista and Windows 7 platform desktop and laptop configurations.
Troubleshoot and resolve OS issues on Windows XP and Vista platform desktop and laptop configurations.
Troubleshoot issues that deal with networking including but not limited to; Netegrity, Exchange/Outlook, and Checkpoint and SSLVPN.
Install and configure client remote access software and hardware.
Provide customer technical remote access and system configuration training.
Work with Remedy to record and document all desktop and laptop troubleshooting.

Confidential, Chantilly, VA

Support Engineer

Provided technical support to sales team.
Troubleshot support problems for local staff and regional sales staff at remote locations.
Worked as a technical liason between sales team and engineering staff in an ongoing support effort to define customer requirements.
Installed LAN/WAN solutions to different government customers.