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Desktop Support Resume

Woodlawn, MarylanD

PERSONAL SYNOPSIS:

Confidential is an experienced Help Desk/Desktop Support/Deskside Support Technician with over 10 years of IT experience.

TECHNOLOGIES/TOOLS/SOFTWARE/UTILITIES/SKILLS:

  • Office Software
  • MS Office ver. 7 through Office 2016
  • Open Office. Org
  • Libre Office
  • Corel Office
  • Project ( )
  • Visio ( )
  • OS iOS FOR iPHONE
  • Android
  • MAC OS
  • UNIX
  • Linux
  • Windows Versions 2 through 10 including XP, 2000, 8 and 8.1
  • Ticketing Systems
  • Heat (up to version 7.7
  • ResolveIt
  • Magic
  • Remedy
  • Cherwell
  • Service Now
  • Service Desk
  • Peregrine Service center
  • Software Management
  • SCCM
  • Confidential OVCM/HPCA
  • Radia
  • Altiris
  • Winstal
  • Security and Encryption
  • Bitlocker
  • Pointsec
  • Truecrypt
  • Securecheck
  • PGP
  • System Endpoint Protection
  • McAfee Checkpoint

SKILL:

  • LAN/WAN/Wireless Networking
  • Printer, Laptop Desktop Repair
  • Documentation creation
  • Small IT project management
  • Centralized Managed Printer Support
  • BlackBerry Support
  • Mobile device support
  • Mac Hardware Support/repair
  • Remote Support
  • Citrix XenApp/citrix VirtualDesktop
  • Bomgar
  • Dameware
  • Go To Assist
  • VNC
  • Remote Desktop Connection
  • Utilities
  • CC Cleaner
  • Fix It Utilities
  • Iobit Software
  • VPN
  • Juniper
  • ATT Connect
  • Cisco AnyConnect
  • Anti Virus & Malware
  • McAfee
  • Norton
  • Kapersky
  • Spybot Search &Destroy
  • System Endpoint Protection
  • MalwareBytes
  • Avast

EXPERIENCE:

Confidential, Woodlawn, Maryland

Desktop Support

Responsibilities:

  • Handled over 1700 tickets averaging 18 - 23 percent of total ticket resolutions per month
  • Exceeded the 95 percent SLA for Ticket Performance Ratings with only 4 inadequate reviews in over 1700 tickets
  • Received my Public Trust Clearance for Confidential .
  • Provide Phone and In person support for the 66000 user base Confidential administration
  • Initial point of contact for and assist user in, trouble shooting software and hardware issues
  • Act as a go between for users and Engineering escalation teams as needed.
  • Train users in use of new or current software.
  • Train and Assist users in document management, Repair and troubleshooting within the MS Office suite programs
  • Provide user support and on Cisco AnyConnect VPN and its attendant associated software
  • Assist users with regards to technical issues on external facing PCs that allow access beyond Confidential firewall
  • Use Active Directory to gather data regarding user requirements
  • Distribute, maintain, and Document the status quantity and disposition of an inventory of loaner equipment
  • Trained in Executive level weekend support and Late night executive support.

Confidential, Columbia, Maryland

Desktop Support Analyst

Responsibilities:

  • Handled over 800 Tickets and Requests in 6 months, with a monthly average of 130 or roughly 15 percent of all tickets completed over tenure
  • Virus/malware response as assigned by System Administration
  • Assisted in new technicians
  • Enabled escalation to appropriate support teams
  • Mac, PC and mobile Deskside and Remote Desktop and Repair support for North America
  • Printer Utilization, Maintenance and Management response
  • Documented and trained users on resolution of frequently occurring issues.
  • Active Directory management and maintenance of user account permissions and status of accounts

Confidential, Edgewood, Maryland

Desktop Support Analyst

Responsibilities:

  • Handled over 500 Tickets and Requests in 5 months.
  • Managed Ticket queue with regards to distribution/coordination amongst team members.
  • Managed user Expectations with regards to Ticket resolution times and outcomes.
  • Public Facing position of the department providing Local and remote support for PC, Mac and mobile in an environment of over 900 users globally
  • Small IT Project Support and implementation.
  • Printer Utilization, Maintenance and Management response
  • PC/Mac and Mobile Desktop/Deskside Diagnostic and Repair Including Laptops Desktops Mobile devices, as well as integrations moves adds and changes
  • Documented and trained users on resolution of frequently occurring issues.
  • Active Directory management of user accounts/status.

Confidential, Columbia, MD

Desktop Support Technician

Responsibilities:

  • Provided Remote Desktop, Deskside support to include PC, Laptop, Mac and Mobile for an environment of over 700users across the Globe
  • Small IT project Support with supervision
  • Deployment of Software to newly acquired divisions
  • Documented Solutions to, and and trained users on the repair of frequently occurring issues.
  • Active Directory management of user accounts with regards to shared drive access and status of account
  • IMAC (integration moves adds or changes) at management request
  • Troubleshoot and document software/hardware and user issues providing solutions in an approved manner
  • Managed Ticket queue with regards to completion and status of tickets as assigned by management.
  • Audio Visual Support for All Nielson video conference rooms and theaters in building.
  • Began process of migrating systems to the Windows 8.1 Operating system Nielsen Corporate Image.

Confidential, Baltimore, MD

Desktop Support

Responsibilities:

  • Transitioned to Confidential Desktop Support at Confidential in 2012
  • Provided PC, Mac, Hardware and Software support for a large and diverse user base while maintaining a greater than 94 percent SLA for past year of contract and a greater than 90 percent the previous 3 years
  • Supported the transition from Windows XP to Windows 7
  • Hardware support for Laptops, Desktop, Mobile, Mac, Avaya VOIP phones and AV equipment.
  • Transitioned from PBX to Avaya VOIP
  • Directly handling over 1800 tickets while handling over 300 request tickets for hardware removals and installs
  • Support provided by Phone alongside VNC, MS Communicator, MS-RDC as well as direct customer interaction.
  • Maintained communication with customer to ensure proper level of information to user on progress towards resolution of their issues
  • Prioritized calls so as to ensure effective time management and productivity while keeping proper time and work documentation in the Service Now and ResolveIT ticketing systems.
  • Managed Inventory to handle on the fly hardware replacement
  • Worked on small project development and Implementation using the ITIL Methodologies
  • Documented routine break fix issues and solutions for dissemination to new technicians and technically inclined users
  • Integrated with various other support teams to ensure successful project/task outcome
  • Performed network maintenance from PC to wall and from intermediate network distribution frame to router/switch, ensuring network connectivity for users by maintaining strict inventory of port usage and cable management
  • Employed Pointsec Drive encryption, Antivirus software and Active directory maintenance and management to ensure flexible user data access while minimizing security risks to the company
  • Maintained data security standards as outlined in CitiFi and Confidential Data retention Policies.
  • Responsible for software license management by way of Confidential Radia and the in house developed front end for HP's OVCM software utility

Confidential, Baltimore, MD

Desktop Support

Responsibilities:

  • Provided Hardware and Software support for over 2000 users while maintaining a greater than 90 percent SLA the previous 3 years.
  • Hardware support and repair for Laptops and Desktops, Mac, Blackberry, and AV equipment.
  • Network Maintenance from PC to Wall and From intermediate Network Distribution Frame to switch/router ensuring network connectivity for users maintaining strict inventory of port usage and cable management
  • Supported the transition from windows 2000 to Windows XP.
  • Directly handled over 3000 user generated tickets over my tenure with Confidential, while handling over 300 Request tickets
  • Supported Ticketing system transition to Service Now from Peregrine Service Center and ResolveIt
  • Support provided by Face to face interaction, phone instruction and use of VNC, NetMeeting, Dameware, MS Communicator, MS-RDC.
  • Maintained communication with customer to ensure proper level of information to user on progress towards resolution of their issues
  • Prioritized calls so as to ensure effective time management and productivity while keeping proper time and work documentation in the Peregrine Service Center Trouble ticketing system.
  • Instrumental part in deployment of the new Pointsec security suite later received additional duties as a Pointsec administrator
  • Mid Contract underwent in transition to ServiceNow ticketing system then provided to other technicians and staff
  • Underwent ITIL at the behest of Confidential to improve small project development and implementation
  • Documented routine break fix issues for dissemination to new technicians and technically inclined users
  • Employed Pointsec Drive encryption, Antivirus software and Active directory maintenance and management to ensure flexible user data access while minimizing security risks to the company
  • Maintained data security and integrity standards as outlined in Citi and Confidential policies Policies
  • Part of the team that transitioned to software license management by way of Confidential Radia/HPOVCM

Confidential, Baltimore, MD

Desktop Technician / Printer Repair

Responsibilities:

  • Provided Printer, PC, Mac break/fix and Desktop/Deskside support service for all tickets assigned to meet company SLAs
  • SLA met 92 percent of Time exceeding Contract requirements
  • Responsible for deployment of PCs for New Users and Replacement PCs due to age, malfunction and Warranty replacement.
  • Obtained and prepared user data backups in preparation for new PC deployment and to ensure continuity after equipment or OS failure
  • Maintained data integrity/Security To HIPAA Standards
  • Responsible software installation at user request and on ticketed request
  • Developed appropriate systems for small project development
  • Responsible for client / user on new software and procedures
  • Scheduled user appointments so as to maximize daily work-flow
  • Established and maintain lines of communication to apprise users of delays or scheduling conflicts or other schedule changes to maintain user expectations
  • Part Order authority for all parts pertinent for ticketed problems.
  • Established an inventory and stock list of frequently used items to ensure rapid repair of common problems
  • Maintained ITAM (Information Technology Asset Management ) records To ensure compliance with all software license agreements

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